Virgin Media have actually made me so stressed that I can hardly cope

I had a phone problem over a week ago.  Firstly they would have had me buy a new phone as  they told me it had "degraded" despite only being a year old.  I gave up. The next told me to try a different handset.  I do not have one.  Then they suggested I had turned up the sound on it. Then I was told there was a fault with the broadband/WiFi. After a couple of days I managed to persuade them to send an engineer.  At that time I was persuaded to take out a new contract at £60 per month for 18 months with a increase to £63.50 in April 2026.

That was my biggest mistake. Within an hour os so a copy of the new contract was emailed to me starting at £60  increasing to £106 in April 2026. 

I immediately got on my mobile to them (my landlines not working).   Since then I have spent hours trying to get through to Virgin, ending up unable to understand the agent because of horrendous background noise.  I cannot quantify how many times I have asked to excersie my rights under the cooling off period and to be put back on my original contract which ran until March 2026.  

They will not do it.  I have received several different new contracts.  I do not want them.  

I have told them I am very elderly and totally alone with no one to help me and that they are making me ill but they just do not care.  It has gone on hour after hour, day after day.  I have asked to speak to a manage and been refused.  I have been told I cannot make a complaint  over the phone. I must use the ap. When pushed, the phone has been put down on me.

Finally I spoke to lady who was helpful.  She eventually put me through to a helpful  man who was apparently in Swansea and he promised to sort it out and that he would phone me back yesterday.  I received a voicemail from the lady telling me everything was OK but I was horrified to also to then get yet another new contract.  I do not want a new contract.  I want to go back to the one I had before I took out a new one on 24th March.  Is that too much to ask? I thought that was what the cooling off period was for. 

Yesterday I looked up my account and found that all the complaints I have been making are marked "settled".  They are far from settled.  I rang Virgin once again and tried to be very calm - in fact I told the agent I was trying to be calm in the face of extreme frustration.  He then started the usual chatter without listening to me which really upset me so much I was sobbing.  He accused me of screaming at him and put the phone down.   I have not heard from the agent in Swansea. 

This may seem long winded but is just a small snapshot of what has gone on.  I have copious notes of all my dealings with Virgin Media. I cannot understand how they are allowed to treat people jn the manner they do.  I feel totally helpless and cannot stop crying. 

After 2 engineer visits my phone is still not working and I have to wait for a 3rd engineer to try a new hub.