:-xHi guys im seriously frustrated and angered in which virgin media are handling my end of contract. On September 10th I cancelled my contract with virginmedia as I couldn't afford the £94 which that bill didn't add up in the first place as I just had xl line rental broadband it's normally that with sports so questioned not a straight answer and couldn't understand the person as seemed indian. few days later another bill arrives £184 then another bill a week or two later £220 remember this is cancelled and I know broke contract now 16th October I receive another bill £307.32 which is bill date 10th October bill period 12th September -20th November £10.40 for 12th September to 20th November for whole package but added to this is a package £87 21st October till 20th November Now today I receive yet another bill dated 14th October bill period 11th October to 20th November with a credit of £108.34 but two lots of termination fees £92.75 11th October also £79.50 both dated 11th October also lots of calls and letters inbetween this what can I do I simply cannot afford as I stated to them:-x

Today I was stopped when I left the station without a ticket. I was travelling from Station A to Station B. I am 19 and am a student. The last thing I would want it a criminal record! I just have to wait for the letter now. What should I expect, and is there anything I can do in the mean time. Thanks

Hi I'd be grateful for some advice please. I purchased an off-peak return ticket from Virgin Trains but for a variety of reasons was unable to travel. Having checked their advice online I printed off the relevant form and returned it and both parts of the ticket (outward and return) to the PO Box address in Edinburgh. I sellotaped the tickets to the form to ensure they didn't get separated and posted the letter recorded delivery as instructed. After chasing them up for the refund they are now saying that I only returned the return part of the ticket, and as it's off-peak I'm not entitled to any refund at all. I'm really annoyed by this as I don't see how the ticket could possibly have been accidentally lost, but at the end of the day it's my word against theirs. Any advice on how I can chase this up. Many thanks.

Thank you for reading I would approximate any advice. We have written to Virgin who are investigating under 28 day rule. We paid by credit card. We specifically chose this holiday as the website described ALL rooms as interconnecting. We requested interconnecting rooms at the time of booking and were told "no problem all rooms are interconnecting", we also emailed the hotel ahead of our stay. Upon arrival we were given rooms 419 and 421 not only not connecting but one room apart. This lead to a very stressful holiday. Our children are 8,7 3 and 16 months so far too young to be left unattended meaning we had to run between rooms split up for sleeping and generally be mega stressed at night time making sure the kids always had an adult with them. We asked at reception everyday for rooms together but were told there was no availability. After a week we contacted Barbados rep and three days later we offered two extremely small interconnecting rooms. By now we only had 4 days left and many clients had complained about these small rooms and been moved to larger rooms we declined this tiny option. We were told by another family they had been put in rooms 420 and 422 and had complained and been moved immediately this was the first Monday after our arrival so we could of have been moved then. We spoke to the Barbados rep who fully agreed the incorrect website details were indeed a case of misselling on their part. The hotel advised us there are 20 interconnecting rooms not all connecting rooms and therefore the product was not as described. If we had not been misled by the website we would not of booked this resort. The hotel have since updated there website. The day before our departure we had a meeting with the Virgin Barbados Management team who said nothing and the Hotel General Manager who offered us three nights free accomodation which we declined as this goes nowhere near compensating us for being apart for two weeks on a midsold stressful expensive holiday. As we left the hotel The General Manager advised he would work fully with Virgin Holidays to heavily compensate us for a miserable two weeks, Virgin Holidays are yet to extend the same courtesy. We also requested a sky cot at the time of booking for our youngest daughter. This was honoured on our outward journey, however we were refused this on our inbound journey leading to even more stress on our night-flight home.

Hi, Starting separate thread for each debt per DX's advice:-D CCA request printed & being sent Monday, then need to get started to see if anything to reclaim....

I took a contract on 24m with Virgin around the 15th August. I rang on the 17th to give my notification to cancel the contract. The reason being are: the reception is poor in certain parts of the house and besides the phone seems to be a refurbished one. The reason I suspect the phone has been refurbished are that I opened up the google navigation for the first time and I was only greeted by previous searches that were done on the navigation system. I had never used it before and it had place search history such as Milton Keynes, Essex, Ayelesbury etc. I have never searched those places on the navigation ssytem. It immediately filled me with horror as I thought I was sold a new phone. I have asked for a PAC code and I was told I will get that once the phone is back in their possession and is ok. They said if it gets damaged in transit, it is my responsibility. Any thoughts people? Thanks

i had an engineer visit on the 29th july for my broadband, all he did was check the caballing was correct and replace the superhub and left only for me to find out i had no internet at all because he set it up wrong jump forward today,cut off because im over my credit limit because of a £99 fee for his visit? i wasnt told of this when i phoned or i wouldn't have booked a visit because i can't afford it but the notes on my account supposedly say i was told. so ill have no service for 2weeks because they want £200 to put my services back on and i don't get paid for another 2 weeks,(my bill isn't due til 11th sept) but of course i'll be charged for these 2 weeks service i didn't use. ive just written a 4 n a half page complaint letter since thats the only way they will investigate a complaint or thats what i was told anyway. i am livid! come november i am off back to sky,they don't have as good internet etc but i never had appalling service like that with them. anyone else heard of or had this fee? who else can i contact? TIA

OK SO I HAVENT PAID VIRGIN FOR 3 MONTHS BUT BEEN IN CONTACT WITH THEM WEEKLY TO ARRANGE A PAY DATE. I HAVENT BEEN USING THEIR EQUIPMENT (BOXED AWAY). Monday I received a card saying somebody had been to pick up the equipment but missed me whilst i was out. Fair dos. However yesterday i received a letter (1st and only from a dca regarding this) from a dca saying i had ignored all previous correspondence and threatening with home visit etc. Obvioulsy i know my first port of call is to send the template regarding visiting my property. Just curious as to what else to include, given i have had zero previous correspondence with the dca. thanks

Hello, I am after some advice for an issue I have with Virgin Mobile. August last year I cancelled my contract at the end of term. I called the one month before the contract renewal date to tell them I did not want my contract to renew. I was told that everything would be cut off at the end of August and I wouldn’t receive any further charges against this contract. In the December of 2012, I was going back through my bank statements and I noticed that the monthly charges for the mobile had continued. I contactedVirgin to get this resolved. I received a quick reply and apology and I wastold that the money wrongly debited form my account would be paid back to me. I never saw this money go into my account I sent another complaint tovirgin telling them that the money owed to me was not paid back. Weeks later Ireceived a phone call. The chap apologised, blaming computer issues blah blahblah... I was told that the money would be put into my account within a week. Ichecked my bank and I have discovered they have only paid back £15 which is aquarter of the amount they owe me. Please can someone tell me what my next step should be? Are they in any wayin breach of the contract? Will I need to complain to CISAS? What type ofresponse shall I expect to get from Virgin for their failure to give me backwhat they owe? Will they offer a gesture of good will? On another note, before I noticed that there was this problem with myoriginal contract, I started a new contract with virgin to take advantage of adeal that I had seen. Any help or pointers will be greatly appreciated.

My last bill was due to be paid on 24th July 2013 all my bills were paid and up to date. I'd had advance warning that my bank were doing system upgrades on 24th july so i decided to pay £60 to virgin via debit card on 18th july 2013. My bill was only £41.90. So i thought "that's paid now plus a bit extra towards next months bill" today i see i've been charged £10 late payment fee plus they still want the £41.90 on top lol. I can see why virgin are struggling to keep customers if this is the norm from them. No doubt my services will be suspended when this months bill is produced as i only have £100 credit limit and this months bill will be produced either today or tomorrow and will be about £57. If i'm suspended as technically i'd already paid my last bill on time surely Virgin would be in breach of contract therefor if i wanted i could cancel without penalty?

Hi I need some advice and wonder if anyone can help. November last year Virgin cut my service phone/tv in favour of a neighbour's service and told me they would not put it back on until I paid the bill. Of course I was furious as my bills are always paid and i am never more that 2months behind. Of the 4 years I had been with them they were always paid. So, I decided I no longer wanted their service and wrote 2 complaints to Virgin. They sent acknowledgement letters but no answer to my complaint. I then received debt collector letters from BPO asking for £135. January, I called Virgin and spoke to a woman in Collections who told me that I actually owed £40 to that point. I asked why the Debt collectors letter was asking for £135. No answer. I said I want to escalate my complaint but was told the collections dept was the last port of call. (she did not know I had written 2 letters already to Virgin Head office). To cut a long story short, I was unhappy with the response overall from virgin and wrote a letter laying out my complaints, asking for the actual amount I owed. I then received a Letter from another collection company, CSL, asking for £95 I wrote to them asking them to refer it back to virgin as a complaint is still outstanding. That was in MARCH. 5 days ago I received a letter dated 19th July from HL Solictors threatening court action etc etc. To date Virgin still has not answered my written complaints. Do I have any recourse through the Consumer Credit Act? I was reading the OFT page which indicated I did, but not sure. Can anyone consolidate or suggest action as to how I best respond to HL Solicitors? I need to be able to quote areas of consumer law to them. I am also planning to offer payment of £1 under protest. Any suggestions would be gratefully received. Mumof3

Hi. I'm new with this forum so hope I've got this right! Sorry for the post being so long but trying to give as much detail as I can. I took out a Virgin Credit Card about a year ago for the sole purpose of transferring credit card balances and making use of the interest free period. I have never activated the card or used it for anything else therefore was not in the habit of checking my statements (which were emailed to me). For a reason now unbeknownst to me, I started out making two payments a month by direct debit -one for £30 on the 21st of the month and one for £125 on the 25th of the month (the day after I get paid). August 2012 + September 2012 - made two payments each month, no charges October 2012- transferred a further balance, made usual payments, only charge was balance transfer fee Nov, Dec, Jan - continue to make two payments a month, no charges Now what appears to have happened is I cancelled the direct debit for £30 and created a new direct debit for £150 which I continued to pay on the 25th of the month as I know I've just been paid on that date and will have the money in my account. From then onwards, I've been charged £12 every month for late payments (twice charged in Feb) and am now paying interest every month though by my calculations, even the first balance transfer I shouldn't have to pay interest on until August 2013. this is Feb 2012 19/01/2013 19/01/2013 PAYMENT DIRECT DEBIT - THANK YOU £28.03 CR 19/01/2013 23/01/2013 UNPAID DIRECT DEBIT £28.03 20/01/2013 23/01/2013 RETURN PYMT LATE DEFAULT SUM £12.00 23/01/2013 23/01/2013 RETURN PYMT DEFAULT SUM £12.00 25/01/2013 25/01/2013 FASTER PAYMENT £150.00 CR 01/02/2013 01/02/2013 INTEREST CHARGED £39.61 In June I transferred a further balance and this is when I started to notice all the charges. I can appreciate perhaps when I first changed this direct debit in February I didn't make the deadline for payments but since then I keep being charged £12 every month even though I'm paying more than the minimum payment amount every month. I've since changed the direct debit so that it's on the 15th but would like to recoup my late charges. I feel it is unfair as Virgin could have contacted me to point out this anomaly. As expected, they were less than helpful on the phone and I'm not good at dealing with companies. Any thoughts on whether people think it is unfair? And whether I could try and get the late charges back? I 'm still not sure about why I've started being charged interest as well, is this because of the late payments? Many thanks. Oh and please direct me to other posts that would help - this website is crammed with info and I didn't know where to start! Shining_armour

Someone has asked me about the following problem. A virgin mobile number which was being ported to vodafone has some how gone missing. The night before the port they recieved a text from virgin mobile to say the number was on its way over to the new network. 3 weeks and still the number has not been ported over to vodafone. despite several lengthy calls vodafone are saying virgin mobile hasnt ported it over and virgin mobile are saying the number has already gone over. What does one do ? Its a new one for me. The pac code runs out in july.

Hello everyone I'm new here after discovering this website whilst searching the web about gym memberships. I'm thinking about joining out local Virgin Active in Leeds and could do with some general advice, pitfalls to avoid. I've never used a gym before, I know from reading about them that they can be quite expensive and some members of this forum have been having a few problems. There are probably cheaper options than using the Virgin Active gym but I really like the idea of finishing work at 6am and just chilling out in the spa - I mean running on the treadmill! I was thinking of just turning up one morning and asking about membership prices and taking a look around, would this be advisable? Thanks for taking time to help. Spud

Virgin Media. They are the only people who have put late payments on it, I have tried to set up direct debts several times and each time its not gone though, so i have paid late? all my other contacts, loans etc are paid spot on, so i spoke to Virgin on the phone and i got the following email after an investigation. __________________________________________________________________________________________ Dear Mr ****** , Thanks for getting in touch with the Virgin Media team about the entry we added to your credit file. This might have appeared on your file as a Virgin Media or ntl: Telewest entry. We’ve taken a look at your account and made a full investigation and we will not be making any amendments to your credit file as it shows a true reflection of your payment history. If there is any more questions in regards to the above decision then just write to me at address above. _________________________________________________________________________________________________ Is there anything i can do about this, I did not note dates or times and she has said there is nothing in virgins files to say that i even tried. BUT I 100% Did. any help on this matter would be fantastic

Hi I've had my Virgin Credit Card for quite a while now and have just been making minimum payments. I check with my online bank account every day making sure all my payments are made. Yesterday I decided to check my Vigin Credt card balance. I knew that the minimum payment covered the interest and a reasonable amount of the actual balance and so was pleased (ish) that my balance had gone down by £400 - 500. It was then that I noticed the June enties:- Direct debit received - Thank you £XXX. the following day - £12 default charge and a week or so later the Interest going on. Confused as to why I had a default charge I checked May, then April and so on..... ...despite making my minimum payment and my balance reducing nicely they had charged me £12 every single month for the 12 months that I was able to go back online. I went straight on the phone.... ..in March 2012 my direct debit was returned and despite making that payment manually as they rang me to chase it I apparently never actually made a payment for the £12 default charge. I said I was told what amount to pay and surley the minimum payment each month would take "the minimum payment" required!!! Well apparently not, the default charge should have been paid manually. each month for 16 months I was in arrears for £12 therefore prompting a new default charge of a further £12 each and every month. in all 16 x £12 plus interest plus, and even more upsetting, a very poor credit rating!! They have offered to give me back 6 £12's as a gesture of goodwill. They will not make a note on my credit score about the misleading entries saying they have to be honest with prospective lenders!! Where do I stand I have, in good faith, made my payments and my card balance is reducing nicely. I have had a default charge or 2 in the past with other credit and the minimum payment has always covered this. I realise I should have been going online each month and check my statement and shall definitely go so in the future but I knew payment where being made so I ddi not concern myself. HELP!

Hello I wonder id someone could help me with a situation I have been put in by Virgin Mobile, I have an HTC ONE X 24month contract with Virgin Mobile at £42pm unlimited. I am 10months into the contract at the moment and the HTC ONE X has been playing up for the past couple of months, it then started to reboot itself all the time, so I contacted Virgin and sent it in to be fixed, they then sent me a second hand HTC ONE X that had the same problems, I was vey annoyed at this and contacted Virgin again and said this was unacceptable as the replacement phone had the same issues as the first. I explained that I was a disabled graphic designer and that I have to work from home and the mobile was an essential part of my work, I had lost some work with the disruption this caused the first time around and was extremely unhappy the way they were treating me, they sent me a email saying this was their final answer on the matter, I emailed the CEO’S and one of their Androids phoned me to explain that they don’t replace for new only refurnished phones, I was not very happy about this and demanded a new replacement phone the answer was NO, I asked if they could it change the phone for another model there answer was NO,I asked if I could sell the phone they said that was okay as it was my phone, and I did not get much further with that particular Android model. Anyway after various emails and phone calls I was only given the option of another replacement refurb phone, I refused this and asked if my contract could be cancelled as I had a £42pm sim and no phone to work with the answer was NO, but the lady said if this had problems then they would replace it with a new phone, I waited the usual 4 days or more to receive the phone and when it arrived to my utter amazement it had screen damage inside the phone some LCD type of mark like you have when you put your finger on a LCD tv, I was absolutely furious and bombarded the CEO'S with emails venting my frustration, I asked for a new phone was told NO, asked to have an equivalent priced phone as a replacement and the answer was NO, I told them I could not even sell the phone as the last Virgin guy said I could do because of the damage, they did not care at all, anyway I was out at a doctors appointment with my wife and she had a call from Virgin wanting to speak to me about the problem, I went through the same scenario again and asked if they could exchange it for a Samsung galaxy s3 new or second hand thinking it as to be better than the HTC ONE X and he said he will call me back in ten minutes ,he phoned me back and said they were prepared to give me a new Samsung galaxy s3 mini I told him this was disgraceful as the reason I took the contract out in the first place was because of the HTC ONE X and for virgin to offer a smaller downsized phone as a replacement was totally unacceptable , he said he could do no more and I told him I am going to cancel the direct debit to virgin and put the phone down. When I got home I was seething and sent the CEO’S tem emails venting my anger and stupidly said I would bombard them with more everyday, an hour later I had a phone call from Virgin Internet security team saying they would cut me off because of my constant emails to the CEO’S had broken some sort of rules regarding my broadband, I explained my situation to the fellow and told him if they did cut me off I would continue to bombard them with emails from other internet sources plus they wont get paid for my broadband also as I will cancel the direct debits to them also, I told him I was Computer savvy and the best thing Virgin could do for me was to end all my contracts with Virgin completely and I would be rid of this despicable company , anyway I agreed not to email them all the time but would like a solution to this problem as I wont go away, I also told him that I was going to email the CEO’S one more time in a civil manner and hope for a agreement to end this nightmare, I am still waiting on this!!! Sorry for my long-winded rant but I don not know where I stand and would love some advice on this matter. Thank you very much for listening Rom

I had virgin media installed in January and had all sorts of problems with them (should have walked away then!) but to cut a long story short they did a hurrendous job of wiring the system in, shoddy work, then we discovered they broke the HDMI port on our new TV. We can only now use the socket on the back of the TV which means we only have 1 HDMI port. On top of that the Virgin box kept resetting and freezing and was just awful. I have written to them twice with a list of complaints and cancelling the service (by recorded delivery) but they keep just chasing for money. (about £250.00) . They are ignoring my letters of complaint and I wonder what I should do next! thanks for any advice here!

Thank you for my shiny new S4. Unfortunately I could have walked and picked it up from you quicker that Yodel could deliver it. I waited in all day on the 14th only for the website to update at 1845 that they could not find my address. I contacted customer care immediately (I say immediately in JEST, I was hold for 48 mins) I checked the address with them and they confirmed that although the xxxxxxx and xxxxxxx Walk were the wrong way around (THIS makes no difference) the item should have been delivered. Customer care informed me they would contact Gatwick and let me know what was happening the next morning. Next morning, no phone call, so I contacted Gatwick myself, after nearly 3 hrs I managed to get through to Lynn, who gave me the drivers mobile number. I tried to contact the driver on this number and the number was unrecognisable. YOU guessed it, another marathon session trying to contact Lynn again. She gave me Paul, the Managers number, on trying this number, it was never answered. (He was in a meeting) I decided to drive to Gatwick Deliver office to find out what was happening. I was met by a nice man called Danny, he took all the details, tried to contact driver and Manager as above. He informed me that I would receive a call that afternoon as soon as they knew what was happening. (NO CALL) Thursday morning, I rang the Manager Paul, he confirmed he had the details of the complaint and would grab the driver when he came into the office and would ring me back. Paul was good to his word, rang me back at 10am, confirmed he had my parcel in his hands and would get someone to bring it around. IN fact, he brought it himself an hour later and went out of his way to do so. That was a fantastic £7.99 I spent on delivery. I would therefore like a refund of my delivery, A credit to the account for my time and phone calls incurred. Could I also point out, Lynn, Danny and Paul at Yodel were fantastic. I await your quick response

We've been with Virgin (home phone) for many years (since they were NTL) - never had an issue with paying on time - always paid by Direct Debit. We had a voicemail message asking us to call 150 last week, but to be honest I thought it might be a sales call, so didn't phone back. On Tuesday my son said he hadn't been able to call me on my mobile phone. I tried and it was giving a discontinued tone, so I called to report it as a fault. I was told I would need to be put through to another department, who told me that mobile phone and international calls had been barred from my phone on 12th April due to the fact we had made £121 of calls last month which was unusually high. The bill had been received and wasn't due for payment until 26th April. They asked me if I'd like to be put through to another department as there were packages which could make my bills cheaper. The bill was high as my mother in law had been ill and we'd made quite a few calls to Australia and Spain. It was by no means the highest bill we've had from Virgin media and, as I've said, we have an exemplary payment record. I said I didn't want to speak to another department and wanted the block removed. The following morning the bar was still in place so I phoned again to complain. I was told it would take 24 hours to remove and so I asked to speak to a manager. My son has learning difficulties and needs to be able to phone me from home if there is a problem. I was told he would call back within the hour. Just over an hour later the manager called and asked whether the bar had been removed. I didn't know as hadn't tried so he said he would hang up and call back in 15 mins. 15 mins later the bar still hadn't been removed - I had to go to work so left the house. No message was left, but the bar had been removed when I got home. I'm pretty sure there is nothing in their terms and conditions to say they can unilaterally bar my account without telling me about it. If there had been an emergency I would've been stuck without being able to call mobiles or overseas. I'm going to switch to BT without a doubt. Meanwhile I've made a formal complaint which has yet to be acknowledged.

Hi all, I’m hoping someone here could give me a little advice on the below. In summary, I signed a 12 month membership contract with Esporta (which was subsequently bought out by Virgin Active). This contract had a 3 months cancellation notice period. I went into the gym a week ago to enquire how to cancel (this is after the original 12 months) and they advised to fill out a form and that my gym membership would be cancelled on the last day of the month and that no further monies would be taken. I completed the form, wrote the date they advised (30th April) as the last date of membership and the receptionist signed the form as well. I've just received an e-mail advising me that I need to give 3 months notice. Am I entitled (by law) to demand they stick with the date they have signed on? Does this signed form now override the original contract? Any advice you could give will be greatly appreciated, even if it’s not what I want to hear Many thanks, Pete

Hello, On 09.04.2013 I switched over to virgin Media for they tv service (tivo) and phone and broadband and I get my products Installed on 23.04.2013 and just wondering when will I get my first bill. Spoken to a advicer yesturday and she said my first bill will be of £79.98 and it will be produce on 16.05.2013 and payment will be taken out of my direct debit on 03.06.2013 but that can't be right can it? Any help would be great thank you

Hi all, I’m new to the forum and could use a little advise if anyone can help… Last year virgin media put their voicemail service on my phone line without informing me, I only discovered the service was active after 3 months of it being on my line. A lot of events have occurred during my fight over this and I’m wanting to know how much compensation I should be requesting, please have a read of the complaint and advise if you can… many thanks In april last year I was laid off from work without notice and got behind with bills, vm had restricted my services and when I spoke to them about my outstanding bill they suggested a repayment package, this would retain some of my services and give me a little longer to clear the balance. I spoke with the collections team, made the first payment in july and everything seemed fine. A little later I started to wonder why I’d had no messages of my desktop answering machine but put it down to job applications being unsuccessful. However in early September my girlfriend had vm installed at her house and after telling me about the voicemail service she got the penny dropped. I called my house number and after only 5 rings I was met by virgin medias answering service asking me to leave a message. This meant this voicemail service had been answering my calls without my knowledge for as long as it had been active as my desktop answering machine only picks up after 8 rings. I called vm immediately and the chap I spoke to confirmed this voicemail service had been put on my line in july when I started the repayment package. However he went on to question why it had been put on my line as I was on incoming calls only I wouldn’t have been able to access it. It took three calls to this chap over three days before he finally threw the towel in trying to access it and removed it from my line, thus loosing any messages that had been left on it. I then had to cold call nearly every job application I had sent out the past few months to find out if anyone had left messages for me. I found I’d missed three interviews and more worrying I found a recruitment company had left three messages for me in august as they had a 12 week contract for me starting the following week, as I didn’t respond to their messages they gave the placement to someone else. To try and cut the story short…. I lodged a complaint with vm, had to chase it up several times and after getting nowhere I wrote to the executives office. Got a call back from a chap there who told me he had proof I’d been advised of the voicemail service but he’d credit my account with £20 as a good will gesture. I told him I had not been advised about the voicemail service and that I had only found out it had been put on my line in September, and that the £20 was a joke as I now knew I’d lost out on a job that would have paid over £5000, plus three interviews that I knew of. I escalated the complaint to cisas, and in their defence, vm provided a print out of the account notes entered on the day I made the first payment. The operator had put ‘customer has been advised of the terms and conditions of the agreement and a letter sent out’. I replied to ciasa saying I had not been advised of the voicemail service, the notes do not show that I’d been advised of the voicemail service and nowhere in the t&c’s is there any mention of the voicemail service, further more I had never received a letter and vm did not supply a copy of this alleged letter in their defence, plus they had not provided account notes for the three calls that took place when I discovered the voicemails service in september. Cisas sided with vm, saying that he account notes clearly show that I was advised of the service and that vm are basically free to do what they like. I emailed cisas and asked them to review this decision as it was clearly evident that the adjudicator had not reviewed the vast amount of evidence I had sent her but whilst they admitted that there were discrepancies in how the adjudicator had investigated my complaint I was advised they don’t do appeals. I rejected the decision to give myself time to think things over, then on the advice of a friend I issued vm with a subject access request and asked for copies or transcripts of the calls that took place when I set the agreement up, the week when I discovered the service was on my line, all notes entered on my account for the three month period including times my account notes had been accessed, and a copy of this letter that was supposed to have been sent out to me. Thanks to the joys of the data protection act, three weeks and £10 later I received a nice large envelope from vm. I now have from virgin media’s data protection & privacy department; a letter advising that they can not find a copy or any details of this alleged letter that was supposed to advise me of the voicemails service, a transcript of the call when I set the agreement up that shows that the voicemail service was NOT even mentioned, account entries showing that I spoke to vm on all the occasions that I advised cisas of and not just the one occasion vm claimed in their defence, and full transcripts of two calls that took place on the week I discovered the voicemail service. These conversations document the attempts we made to try and access the voicemail service after discovering it, and the comments made by the operator questioning why it had been put on my line as I wouldn’t have been able to access it. Armed with this evidence I emailed the chap at the executives office and requested he confirm receipt of my email, reassess my complaint and come back to me with a settlement offer. He didn’t reply to my email despite my email provider confirming it had been delivered. I then called his office 3 days later and was advised he was on holiday till the Monday but they would ensure it was brought to his attention first thing. By the Tuesday morning I had still not received a confirmation so I called his office and asked to speak to him but was advised he was on another call so I left a message with my name, my contact number and asked for him to be advised of the urgency to acknowledge my email. By the Friday I still hadn’t received a reply or confirmation so I issued vm with a letter before claim asking they pay a compensation sum that reflects the wages I had lost as their service had without my knowledge or consent, intercepted messages offering me paid work and interviews. I received a grovelling reply to my letter within three days and am waiting on a call back from their head of complaints early next week. Given that the interception of my calls with out my knowledge has cost me a 12 week contract that would have paid £5280 before deductions, at least three other job interviews that I’m aware of plus the issue of employers not entertaining any future applications as I didn’t respond to their replies, the £10 cost of my subject access request and cost of recorded delivery postage on all letters, plus the general stress & inconvenience of having to fight vm to discover the truth…. Any ideas on what a suitable settlement figure would be? Many thanks for taking the time to read this.

Oh dear! I recently moved house and took up with Virgin thinking it was a wise move given they are going well on Cable tv etc in the area. My landlines and broadband had been with BT and my mobiles with o2 both contracts had expired so I thought I'd go modern and get Virgin... I ordered 2 mobiles and then anyone I told said I was mad to change from 02 and going by the experience thus far with the tv and landlines I wish I had stuck with BT and o2. Anyway, sticking with the Mobiles. Order date 21 Feb 13 and I called eventually on the 9th March asking for the phones to be collected and to rescind the contract... Bear in mind I hadn't opened the boxes until recently to charge the phones, they have never been switched on even and my new home is undergoing a lot of work and my possessions still in dozens of boxes, so I have not paid much attention to phones given all I have going on. When I called they said I was out of the cooling off period of 14 days and if I wanted to get out of the contracts it would cost me £600 (not sure if that's each phone or in total for the 2, but...... I haven't actually signed a Contract, but I have signed for the delivery, their retentions department say there is only a 14 day cooling off period and that the contract is a verbal contract.. So, given I won't be the first to have experienced this and that there are many of you who know the laws relating to this can anyone tell me how this all works as I am asking myself how their cooling off period runs alongside the Consumer Credit Act on the 28 day cooling off period or Distance Selling rules and regs? It appears from the conversation I had that they believe this 14 days being company policy rides above statutes (or they are totally oblivious to it) and whilst my knowledge is somewhat slim surely this is not correct? Ironically, on their TV and Landline contract the cooling off period is 28 days.....What have I got to learn and is there a legitimate argument for me to get out of this rather than be stuck for 2 yrs? They are a stroppy lot in their retentions and I was left with a 'tough' that's the way it is be it 3 days or 3 months although the lady I spoke to did sat I was WAY outside my cooling off period - 3 days max 2 if you did it in exact timings rather than dates. Any help out there? Thanks A1

Recently sent back my xperia to VM as the screen was having issues, they called to say that they cant fix it under warrenty until damage they have found to the usb port is fixed. This will cost £150. This is the 2nd phone i have had to send back, issue before was the same. The USB port worked fine, and i havnt had any issues with it. I dont actually mind the usb port being damaged, but they are refusing to fix it under warrenty due to the USB damage. The contract actaully ends soon so i can upgrade, but that isnt really the point. What can i do? I cant pay £150 for a phone worth less than that. thanks