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One Touch Switch Failure? Switching Away From VM and billed another month at out-of-contract rates
I have had an issue with Virgin Media and the One Touch Switch service. I used the OTS service to switch to Sky Broadband on 15th February 2025 and was switched on the 14 March. My Virgin broadband stopped working on that day and is now provided by Sky. My contract ended on 17 March, but I was happy to pay an early cancellation fee for 3 days rather than the inflated cost for being out-of-contract. I received my closing bill and Virgin are charging me £55.50 for a further month. I called them and was told that I failed to cancel with them. I explained that I used the One Touch Switch (OTS) service and the agent said that I still have to give them a month's notice. Is that correct? Why would anyone trust this company?
A Decision from the Ombudsman
So after months and months from the introduction of the shambolic VM/O2 login which locked me totally out of my account settings for nearly twelve weeks, the Ombudsman has upheld my case, awarding a compensation payment from VM. When you prepare your case you have to fill in the section that asks you what in your view would be a satisfactory agreement to finalise the issue. Whilst the Ombudsman was reflecting on my suggestion of a public execution of a random ten senior managers, VM in the meantime countered with a legal loophole citing some obscure regulation that this was not within the contractual terms and conditions… even for senior VM managers. (Maybe ten was too many?! Perhaps 5 would have been accepted?!) Oh well! (PS … my compensation payment has now all gone to Cats Protection… and for anyone out there with an issue… look to the Ombudsman… It takes time, but it can be done!)No account number
I have ordered a box today 28/12 for my new flat but have selected the wrong address, everything says to amend the order i need to log in to virgin media with an account number that i dont have, the delivery is due for friday when i move in and the order is on hold because theres already someone with a virgin account at the incorrect address i selectedDisconnected Early and Massive Billing Increase with Home Move
I arranged a home move with the service/connection due on 29 December 2025, but today (28 December 2025) my broadband has already been disconnected, leaving me without internet to organise the remainder of my moving logistics the day before the scheduled move date. On top of that, I’ve just noticed my new contract monthly charge is much higher (£31.99 to £72 monthly for M500) than my previous monthly price despite no changes to my package and insisting to remain on the same service over the phone (despite upsells). I wasn’t expecting this, and I’d appreciate a clear explanation of what changed, and confirmation of the correct ongoing price. Can a VM team member please advise: Why the service was disconnected early (before the move date) How to get service restored immediately / ensure the move goes live on 29 Dec as planned How billing/credits are handled for downtime Why the monthly charge has increased so significantly I can share my account details privately via PM to a moderator.Won’t extend my contract extend by 1-2 weeks
I have been a VM broadband customer having joined last January as I got a good deal with Volt on my 2 long term O2 phone contract. A year down the line I’m having to leave VM as I have had lots of issues with gadgets and smart devices dropping WiFi connections. When I joined VM in January I was told I could have wifi 7 within months, I was also told that the WiFi 6 modem would support 100 connections, but a year down the line I find I’m stuck on WiFi 6. The issue is that I have loads of smart tv’s, sky boxes, ring cameras, phones, PC’s plus around 12-15 smart plugs this time of year. I had an expert check my setup and I find that WiFi 6 cannot cope with all my appliances despite what I was told when I signed up. A few weeks ago I very sadly took advantage of the ability to leave the contract early without penalty due to the high price increase. Having agreed a termination date with VM I find that due to personal problems I could not switch to a new provider who offers WiFi 7 by the agreed date. I contacted VM to extend my termination by 2-3 weeks and got a flat NO reply. Does anyone know if there is a possibility to extend this date, or even to go onto a pay for a rolling month contract for an extra month and how to get this ?No Disney+ Activation Link Received
Hi, I recently signed up for Virgin Media broadband, and when doing so I selected Netflix and Disney+. I activated my Virgin Media services on Friday 31st October, and received a text and email about Netflix almost instantly. It’s almost been three weeks and I’ve received nothing regarding Disney+. Please can look into this and get me an activation code, link, text, email for Disney+. I've got absolutely nowhere with anyone on chat or the phone. Thanks, Mark