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NIZ83's avatar
NIZ83
Joining in
26 days ago

Disconnected

Subject: Urgent – Service Disconnected, Vulnerable Customer Support Needed

I’ve been disconnected from my Virgin Media broadband, and I’m extremely distressed as I rely on the internet for both work and to monitor my mother’s health. She has dementia, and I use internet-connected devices to track her glucose levels and other vitals. Unfortunately, I do not have a manual glucose finger **bleep** kit at the moment, and I cannot leave her unattended due to her condition.

The original move date for my service was set for today, but due to a family emergency, I requested for it to be changed to 1st May 2025. I have contacted Virgin Media four times asking for this change. Now, I’m considering cancelling the move altogether until I’m 100% sure I’m relocating, as this has caused far too much stress.

To make matters worse, I have no mobile signal at home — the WiFi helps boost it. I tried for over an hour (from 1am) to reboot the system, access the admin page, and troubleshoot before finally checking the Virgin website, where I saw the service had been disconnected. It's now 5:30am and I start work at 7:30am, but Virgin's phone lines don’t open until 8am.

This situation is dangerous for my mum. If her glucose goes too high or low and I miss it, it could result in a coma. Virgin Media really needs a dedicated vulnerable customer support line, especially for people whose health depends on a stable internet connection.

Please, can someone assist urgently?

6 Replies

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      • Martin_N's avatar
        Martin_N
        Icon for Forum Team rankForum Team
        25 days ago

        Thank you for providing that information. We can certainly take a look into this for you. 

        I will private message you now to confirm your details. 

        ^Martin

  • Client62's avatar
    Client62
    Alessandro Volta
    25 days ago

    Once the VM service is terminated assume it will not be restored.

  • Daniel_Et's avatar
    Daniel_Et
    Icon for Forum Team rankForum Team
    25 days ago

    Hi NIZ83, thank you for your post and welcome to the Virgin Media Community.

    We're really sorry to hear about what's happened and the impact it's had on you and your mother.

    I can see you've spoken to the team since you posted. Has a resolution to the matter been provided?

    Please reply as soon as you can.

    Regards,
    Daniel

    • NIZ83's avatar
      NIZ83
      Joining in
      25 days ago

      Hi

      Thank you for restoring my internet connection. However, I’m very disappointed with the outcome of the resolution.

      As part of getting reconnected, my original package was changed, and I’ve now been given a streaming-only box instead of my previous recording box. I can no longer record shows, which was a key feature for me. Although a discount was applied, I’m still paying more overall, for a service that offers less than what I previously had.

      What’s more, this change was meant to take effect from 1st May, but it has been applied early. I don’t feel it’s fair that I’m being penalised through a package change I didn’t request, simply because of an issue that wasn’t my fault.

      I’d appreciate it if this could be reviewed again, as I don’t believe this is a fair resolution.