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!)

Congratulations.I may have to do this too.The very moment another company gets over 50% of their speed locally, I'm dropping them and am eagerly advising others I know to do the same.Fast Internet, yes, but faster delivery of annoyance and miscellaneous embuggerances.

HiMy issue for restoring account acess was resolved through the Ombudsman... Within three days of submitting my complaint to the Ombudsman and which was passed through to VM, my account access was magically restored... I asked the Ombudsman however to continue with the second part of my complaint concerning their customer services... and this was upheld.Like you, I had spent a long time going through all the various options of trying a different browser etc etc which was all a waste of time... It needs one of them blokes in the back room to press a few switches or reset some vital file... Although in my case it was not just my emails I could not access... it was my whole account... It took a bit of pressure from the Ombudsman and knowing that if they didn't fix it I would be able to leave without financial penalty...Afraid that is my only advice... Hope you get it resolved soon.Tony_

VM is an absolute shambles. Company lacks any proper processes, is very poorly managed, leaving volunteers on this forum to pick up the pieces. Senior executive team lacks any leadership, totally unfit for purpose, and should either resign or be removed in disgrace. Great to hear that you were awarded compo by Ombudsman. Watch out for forthcoming documentary in 2026.

Took my case to the Ombudsman and the result was less than satisfactory, they didn't even properly review the swathes of evidence that I supplied and the fact that Virgin contradicted themselves, saying they had no record of something, when I provided the letter that THEY wrote me with the exact thing I was asking for written in it!Because I didn't accept the very poor outcome the CO will no longer look at anything I send them, even though there has been more contradictory evidence! I wouldn't be surprised if the Ombudsman is on the take from VM somehow.I'm about to go to Citizens Advice and Small Claims.

Would be more than happy for said documentary to feature my case! Long long story short... we are a family in need (daughter with a brain tumour, lost her eyesight) financially struggling. VM have the monopoly on speed in our road. We (parents) both need to WFH because of daughter. VM agrees to new contract price then does not come through with it. VM cuts medically important phone line off (no notification) - switch to digital. The case continues... our money is being drained from our bank account.Here's my post about it all...https://community.virginmedia.com/discussions/ManageAccountCable/please-help---am-i-another-ex-vm-customer/5687751

A Decision from the Ombudsman | Virgin Media Community

13 Replies

Matthew_ML
Forum Team
20 days ago
Hey Tony_, thank you for reaching out and we are happy to hear this has finally been resolved for you.

Please do have a great weekend.
- Peeps
  Tuning in
  11 days ago
  Hi Matthew_MLPMJI.
  I have the same issue as Tony_.
  Much as Cats Protection, or Battersea Dogs Home, or numerous Donkey sanctuaries are worthy causes. I would like advice as to how to best approach VMO2 to actually fix the problem of not been able to access my e-mail account settings following the introduction of Virgin Media O2 ID, Single Sign-On (SSO). Any Thoughts?
  - Steven_L
    Forum Team
    11 days ago
    Hello Peeps,
    
    Welcome to the Community, and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re experiencing with your online account and email access.
    
    Are you seeing any error messages, when you try to create your online account? Is the email that you're trying to access is that your main account login?
    
    Kind Regards,
    Steven_L
midarc
Just joined
20 days ago
Congratulations.
I may have to do this too.
The very moment another company gets over 50% of their speed locally, I'm dropping them and am eagerly advising others I know to do the same.
Fast Internet, yes, but faster delivery of annoyance and miscellaneous embuggerances.
- Martin_N
  Forum Team
  19 days ago
  Hi midarc,
  
  Thank you for your post.
  
  Is there anything you currently need assistance with?
  
  ^Martin
Darthvadar
Dialled in
10 days ago
VM is an absolute shambles. Company lacks any proper processes, is very poorly managed, leaving volunteers on this forum to pick up the pieces. Senior executive team lacks any leadership, totally unfit for purpose, and should either resign or be removed in disgrace. Great to hear that you were awarded compo by Ombudsman. Watch out for forthcoming documentary in 2026.
- macximum
  Tuning in
  9 days ago
  Would be more than happy for said documentary to feature my case! Long long story short... we are a family in need (daughter with a brain tumour, lost her eyesight) financially struggling. VM have the monopoly on speed in our road. We (parents) both need to WFH because of daughter. VM agrees to new contract price then does not come through with it. VM cuts medically important phone line off (no notification) - switch to digital. The case continues... our money is being drained from our bank account.
  Here's my post about it all...
  https://community.virginmedia.com/discussions/ManageAccountCable/please-help---am-i-another-ex-vm-customer/5687751
macximum
Tuning in
9 days ago
Took my case to the Ombudsman and the result was less than satisfactory, they didn't even properly review the swathes of evidence that I supplied and the fact that Virgin contradicted themselves, saying they had no record of something, when I provided the letter that THEY wrote me with the exact thing I was asking for written in it!
Because I didn't accept the very poor outcome the CO will no longer look at anything I send them, even though there has been more contradictory evidence! I wouldn't be surprised if the Ombudsman is on the take from VM somehow.
I'm about to go to Citizens Advice and Small Claims.

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A Decision from the Ombudsman

13 Replies

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