Forum Discussion

Peter-Richmond's avatar
Peter-Richmond
Just joined
5 days ago
Solved

Service Wrongly Disconnected – Still No Reconnection

Hi Virgin Media team,

I’m reaching out here as I’ve had no success resolving this through WhatsApp or phone support.

My broadband account (No. REMOVED) was wrongly disconnected on 31 May — seemingly due to a mix-up with my former downstairs neighbour. We both lived at [REMOVED] — I’m in the main (upper) flat, he was in the basement and recently moved. It appears Virgin closed my account in error, thinking I was the one who had left.

Since then:

  • I’ve raised a formal complaint (ref: C-3105xxxxxx)
  • Spoken to multiple agents and was assured reconnection within 24 hours
  • Been told repeatedly that my service “should go live anytime”
  • Yet still no broadband, no email confirmation, no progress

This is now a clear breach of contract, caused by a Virgin Media error. I’m simply asking for my service to be restored under my original contract, with no fees, no changes, and appropriate compensation for the downtime and distress.

Please escalate this to someone in provisioning or the CEO team if needed — I’ve been more than patient. It’s a straightforward fix: reconnect the service, and sort out the admin later.

Thanks,

Peter [REMOVED]

 

[Mod - personal information removed from post]

4 Replies

  • Peter-Richmond's avatar
    Peter-Richmond
    Just joined
    4 days ago

    Hi again,

    I’m following up as my broadband still hasn’t been reconnected, despite assurances from multiple Virgin Media agents that the issue was “prioritised” and would be resolved within 72 hours.

    To recap:

    Virgin Media disconnected my service in error, mistaking me for my downstairs neighbour (same address — 52 Halford Road — but different flat). I’ve had no broadband for several days now, and I’ve already:

    • Spoken with agents via WhatsApp and phone
    • Raised two formal complaints (latest: C-0106251870)
    • Received vague promises but no resolution
    • Been told to “wait 72 hours” — but the weekend doesn’t count?
    • Been sent complaint closure emails before reconnection has occurred

    This is not acceptable. I am now preparing to escalate to CISAS and seek compensation for loss of service and time.

    Can someone please take proper ownership of this issue and urgently confirm when reconnection will happen?

    [Account specific info Removed]

     

    Thank you,

    Peter Stancliffe

  • Akua_A's avatar
    Akua_A
    Icon for Forum Team rankForum Team
    4 days ago

    Hi Peter-Richmond 

    Welcome to our forums and sorry to hear your service was incorrectly disconnected due to a mixup. We can understand the frustration this may have caused and we want to best look into this. To do so, we are sending a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

    Thanks,

    • Akua_A's avatar
      Akua_A
      Icon for Forum Team rankForum Team
      9 hours ago

      No problem at all Peter-Richmond 😊Glad to have been able to resolve this for you. Please do not hesitate to contact us if you need any further help.