Forum Discussion

AC2000's avatar
AC2000
Joining in
9 days ago

Virgin media disconnection date was today - I couldn't get in touch with someone last night - Help please

Hi all,

I had my virgin media disconnection date booked for today 09/03. Due to severe illness I have been experiencing recently (cancer) , it had completely slipped my mind until last night. I've moved my disconnection date before via live chat, due my health issues. I just didn't get time to sort it, and it was a shock to remember it was going to turn off in the next few hours.

Naturally, I've tried everything to contact virgin last night before my services got disconnected.Their live chat is closed (although I tried my best), so is the phone lines. I even whatsapped them last night before my disconnection, in the hopes someone would read it and move the date forwards.

I've just logged in, and it said 'your service has been disconnected on the 9th'. The WiFi has gone down at the House, so I've assumed it's disconnected as soon as it has hit midnight.

I'll be messaging the live chat as soon as they open at 8am, but I'm absolutely panicking. I still need my broadband, until I sort something out. I currently have no services. 

Please could my services be re-instated, and my disconnection date moved to a months time to 09/04?

Really panicking, as I have no broadband at the moment.

Appreciate all the help.

  • AC2000's avatar
    AC2000
    Joining in
    9 days ago

    Could someone from Virgin please kindly look into this for me? We are currently out of service with no internet access.

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      9 days ago

      This is the Community Forum and not a direct line to VM.  It can take up to a couple of days for a VM Mod to pick this up.  For urgent needs you should 📞Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone, 📲WhatsApp: 07803089684, 💻Facebook: https://www.facebook.com/virginmedia 🐤Twitter: https://twitter.com/virginmedia

    • Carley_S's avatar
      Carley_S
      Forum Team
      8 days ago

      Hi AC2000 

      Welcome to the Community Forums. 

      Sorry to hear of your concerns with your broadband and need to extend your disconnection date. If the account has already disconnected, it may take a few days for a reconnection to be actioned. 

      I can see on the systems on our side that you've since been in touch and have actions in place to resolve this. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.

      • AC2000's avatar
        AC2000
        Joining in
        8 days ago

        Hi Carly, thanks for your reply I appreciate you getting back to me. I had spoken to your live chat earlier today. I'm a bit confused on where I stand now. My service has disconnected. The representative on the live chat said I'd need to get in touch again after 72hrs. Has there been something automatically initiated on your side? Will the broadband be automatically reinstated? We are without any broadband at the moment.

        When my service gets reinstated, will it still carry on as normal out of contract like it was currently? 

        Just wondering what action is needed from my side.