Forum Discussion

Moondust's avatar
Moondust
Tuning in
24 days ago

Virgin Media Disconnected by MISTAKE - no broadband, TV, phone, O2 SIM & Netflix

Awoke Sunday to no internet, home phone, TV, Netflix or O2 - everything had been cancelled and disconnected overnight. Apparently Virgin Media disconnected me immediately due to the fact I five days ago agreed to a fibre line installed by Openreach in July 2025. Virgin Media assured me Sunday at 10am that I would be reconnected to everything in 3 hours - they let me down.

Since then I called Virgin Media over 5 times and to summarise Virgin Media admitted it’s not my fault, it was their mistake. I am astonished that a complete disconnection of media services can occur instantly with no texts or calls or anything with the customer to confirm. I also note that contractually Virgin Media are in breech of my consumer rights and are obliged to give notice of 30 days etc when disconnecting services etc.

The Virgin call centre on Monday also unhelpfully suggested I just use my O2 sim for internet etc - well I would have but since Virgin Media cancelled my O2 SIM I can’t! Virgin Media reassured me then I would be completely connected again in 48 hours from when the form was submitted by the agent on Sunday 18th May. So service should have resumed at 10am Tuesday 20th May, missing the second deadline agreed now.

Two of us work from home and rely on the broadband, plus we have kids so you can imagine! It’s also a nightmare when your mobile sim which you use to authenticate your work / banking apps etc gets cancelled without warning, it’s been enormously time consuming to unravel just that part of it - I don’t think Virgin Media have taken my disconnection issues seriously at it all and don’t seem sincerely concerned about the enormous stress and disruption it’s causing.

Later on Monday 19th May I was emailed that Virgin Media have resolved my complaint, magically without even speaking to me again or re-connecting me! They are now requesting I send the equipment back. I’ve wasted hours of time already, so any suggestions of how to expedite reconnection would be much appreciated so I can actually get the services that I am paying for and end this horrible fiasco.

I’m trying to speak to someone who can help at the call centre too and not having much luck.

awful customer services
Call centre nightmare
Call centre problems
cancelled account
disconnected
one touch switch
reconnect
reconnection
switching
switching WiFi

3 Replies

  • Moondust's avatar
    Moondust
    Tuning in
    24 days ago

    My update for you all - I’ve now spoken to the 3 agent / department at Virgin and appear no closer to a resolution. But the complaints department have replied to my complaint saying they will get back to me within 28days - completely unacceptable and appalling f customer service. Thanks to other forum members alerting me to the Ofcom case though.

    • Moondust's avatar
      Moondust
      Tuning in
      15 days ago

      Hi thanks for this. I’m looking into it. I thought it was all resolved but awoke to a bill for £100+ this morning - not at all what was agreed with UK retentions dept who agreed to give me new contract until July reflecting old contract closing date and cost, he said he would ensure back office credited the £88 bill so was down to my old £66 and then after July it would obviously go up unless we cancelled. But now it’s says it’s my CLOSING BILL so this circus is continuing and no doubt I’ll be cut off without warning again. I find the tactics to be extremely hostile to the customer, breaching contracts and commercial law to break contract then reinstate with higher one only to appear as if they are cancelling it again! I really feel like billing them my hours rates as a Public Relations Consultant considering how much time and energy they have wasted of mine!!!