Forum Discussion

madwayne's avatar
madwayne
Dialled in
2 hours ago

Thought I posted this already

Why are virgin /o2 no longer being covered by the ombudsman scheme?

I say that as I got a voicemail message on the the ombudsman page saying not covered after 1st January.

customer service remains shocking.

  1. tried to get a leave contract figure months again took ages to get very unhelpful
  2. tried to speak to them about cancelling my contract to go elsewhere but wouldn’t tel me what’s involved.

they stalled and tried to offer me a worse deal than my renewal offer.

they never answered what was involved in cancelling.

they then passed me to someone else, so I the end just went to the new provider and signed up.

tried to speak to them today and same tactics deployed not answering the question asked, and delay and being passed around from pilar to post.

every time been taken th rough security very slowly.

in chat taken through security by bot

hen taken through secularity with agent 1, then the next and so on and no progress being made.

almost 30 years a customer through various addresses over the years. Yet still treated like scum, I hope my new provider treats me better.

so when I set up for he new provider to take us in when the old contract expires 22nd January 2026 I got a EDF email saying I was leaving whilst in contract.

23rd December 2025 30 days notice takes us to the 22nd January 2026 and therefore no longer in contract and therefore no EDF.

Very disgraceful.

been with NTL/Virgin Media since 1996 on dial up, then up to 1MB up to 1Gig but the customer service has been getting worse year on year.

Merrry Christmas hope you all have better experiences than We have with VM.

2 Replies

  • madwayne's avatar
    madwayne
    Dialled in
    2 hours ago

    I looked elsewhere but I am broadband only.

    will see if my move happens on 22nd January, but hoping for a better experience but the bar is set pretty low

  • goslow's avatar
    goslow
    Alessandro Volta
    2 hours ago

    VM has to be part of an ombudsman scheme. Looks like VM is returning to CISAS who provided the service prior to the Communications Ombudsman

    https://www.commsombudsman.org/raise-dispute/virgin-media

    If you now have a new service ready to go on 22 Jan 2026, and you simply want to give 30 days' notice to cancel, people posting on here often seem to have greatest success by sending the cancellation in by post using a tracked service for proof of delivery.

    A VM person should reply to your topic and may offer to look into the issues if you are saying you have already cancelled and need to confirm the cancellation in being actioned.