Please Help - Am I another ex VM customer?
I came to the end of my contract back in March 2025. At the time I 'web chatted' to re-negotiate and was offered a better deal to which I pretty much agreed to. I won't go in to all the boring detail, but since then Virgin have consistently failed to apply my new contract fee, fast forward to now I am still paying way over the odds each month >£94 for broadband & landline only, they claim to have tried to contact me... but they cut off my medically important landline (finally resolved this as they switched it to digital without giving me any notice). My daughter has a brain tumour, has lot her eye sight because of it and the hospital always phone on our landline, I made VM aware of this. I have sent numerous recorded delivery letters, which have been mostly ignored and a recent letter (October) agreed to put me on the new contract, but extended the term to 24 months, instead of the agreed 18 months from before. I have taken this to the Communications Ombudsman ADR, but they seem less than impartial and have clearly not reviewed the indisputable evidence I have provided them (I have every letter, every online chat and every recorded delivery reference - I have kept everything). Virgin have simple obfuscated at every turn, refusing to accept what they had previously said and agreed to... when provided with evidence they either just ignore it or say they don't have a record of this... when I am sending them screen captures of the chats I've had with THEM!!! I am exhausted and have wasted months of my time & energy on this. The Ombudsman doesn't want to know anymore and will not entertain me... what options do I have? I'm out of pocket, out of work because my daughter needs me... running out of money, and need my internet & landline to work - it does, but at an affordable rate.
Virgin seem to know they have the monopoly in my small road, there are no other 'fast' broadband solutions.
Where do I turn? What can I do? I doubt I can afford to take them to court, and if I did and for whatever reason I lost, I certainly couldn't afford that either!
Help...
