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Stevec133's avatar
Stevec133
Tuning in
4 days ago

Also unable to link my Virgin Media account to new Virgin O2 identity

 

I've started this thread in case its missed in another thread, which is highly likely

I'm having the same issue as others and keep being fobbed off by VM "customer service" Ha, joke!

VM say that a ticket has been raised and the issue will be sorted/call back within 48 hours. This has happened the 3 times i've spoken to them. 

Spoke to VM disconnections on Wednesday, 27/08/25, no call back or resolution to the issue. I did get £20.00 credit off my bill. So if we all complain and go to "disconnections", VM may be forced into solving the issue.

  1. I spoke to VM on 16/08/25 about issue with TV breaking up and couldn't link VM02 ID to VM account, she said she would give me £7.00 discount  but that never happened
  2. spoke to VM again on 26/08/25, was told that he would call back at noon following day. Never happened.
  3. Spoke to VM 27/08/25 went through to disconnections, was told they had to have another go at fixing the issue so was put through to "customer support" and they tried to fix the issue but couldn't and was told they raised a ticket with IT, was told it would be resolved and phoned back after 48 hours, then put me back through to disconnections who gave me the discount. Still not phoned or resolved issue. why am i not surprised

 

Get this sorted

6 Replies

  • Stevec133's avatar
    Stevec133
    Tuning in
    4 days ago

    I'm having the same issue, keep being fobbed off by VM "customer service" Ha!

    VM say that a ticket has been raised and the issue will be sorted/call back within 48 hours. This has happened the 3 times i've spoken to them. 

    Spoke to VM disconnections on Wednesday, 27/08/25, no call back or resolution to the issue. I did get £20.00 credit off my bill. So if we all complain and go to "disconnections", VM may be forced into solving the issue.

    1. I spoke to VM on 16/08/25 about issue with TV breaking up and couldn't link VM02 ID to VM account, she said she would give me £7.00 discount  but that never happened
    2. spoke to VM again on 26/08/25, was told that he would call back at noon following day. Never happened.
    3. Spoke to VM 27/08/25 went through to disconnections, was told they had to have another go at fixing the issue so was put through to "customer support" and they tried to fix the issue but couldn't and was told they raised a ticket with IT, was told it would be resolved and phoned back after 48 hours, then put me back through to disconnections who gave me the discount. Still not phoned or resolved issue. why am i not surprised

     

    Get this sorted

  • Stevec133's avatar
    Stevec133
    Tuning in
    4 days ago

    Sorry VM I cant find my bank account details to pay my bill! 

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      3 days ago

      Hi Stevec133 

      Thanks for posting and welcome back to the community. Apologies for those issues. 

      I can see the ticket has been raised with IT for the online account. Their timescales are 5 working days and you'd be contacted when there is an update/fix to the ticket.

      Best wishes.

      • Stevec133's avatar
        Stevec133
        Tuning in
        3 days ago

        Thank you for your reply. Why does VM customer service and disconnections say that the issue or call back will be within 48 hours and not 5 working days? Why did the person i spoke to on 16/08/25 say they would raise a ticket with IT but didnt?

  • Tony_'s avatar
    Tony_
    Up to speed
    4 days ago

    Have much the same issues and the same lack of response from countless calls to CS and fairy tales from their so-called IT dept.

    But...  interesting... have not tried "Disconnections"... Might give them a try...

    I have tried 2 x written complaints to their Sunderland office (neither answered or acknowledged)... 

    2 x internal complaints (neither answered or acknowledged)...

    Have raised a complaint yesterday with OFCOM... not really expecting anything from that... So Monday I am opening a case with the  Communications Ombudsman... That will of course unfortunately  take time but... whatever! The possible suggestion of paying compensation may stir them into action.

    Good luck!

    Tony_