Forum Discussion

Moondust's avatar
Moondust
Tuning in
26 days ago

Virgin disconnected my phone, broadband, O2 & Netflix & no idea when they can reinstate it!

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 >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.

disconnect
disconnected
disconnecting
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5 Replies

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    26 days ago

    Hi Moondust 

    Welcome to the Community Forums. 

    Sorry to hear of your concerns with your services being disconnected and the delay in it's reconnection. 

    We can see on the systems on our side that you're receiving support via other contact means on this issue. Please do keep us updated should you've any further questions or concerns after you've spoken with the team. 

    • Moondust's avatar
      Moondust
      Tuning in
      17 days ago

      I still do not consider this complaint resolved as we only agreed to continue with Virgin for now as per our original contract terms and conditions ie £66 a month and contracted until July 2025. This was confirmed by the UK customer retention call I had on the 20th May 2025 at 10:16am when the agent I was transferred to said that would be fine and no services would be cancelled, we would just roll on to an out of contract bill after the 16 July if we didn’t contact Virgin to leave and that he would ask the back office to change the newly issued contract to reflect old contract end date of 16 July 2025 and original prices we were paying as it’s a breach of contract to cancel without notice & permission and then vastly raise the prices, it was agreed that the agent would ask for a back office credit each month of £22.24. However, after receiving my bill today dated 28th May I can see that it is apparently now a CLOSING BILL and comes to the sum of £100.79 - this makes no sense so please can someone clarify what is going on and if you are planning to cut off our services with you yet again or actually issue the credit as agreed so we pay £66 a month until our current contract ends on 16 July?

  • Moondust's avatar
    Moondust
    Tuning in
    26 days ago

    Hi finally after being transferred to a 6th person today I got the UK call centre, a very helpful and experience man managed to reinstate all my services and fix it almost instantly. It was very much appreciated.  Thanks.

  • Moondust's avatar
    Moondust
    Tuning in
    17 days ago

    UPDATE: still do not consider this complaint resolved as we only agreed to continue with Virgin for now as per our original contract terms and conditions ie £66 a month and contracted until July 2025. This was confirmed by the UK customer retention call I had on the 20th May 2025 at 10:16am when the agent I was transferred to said that would be fine and no services would be cancelled, we would just roll on to an out of contract bill after the 16 July if we didn’t contact Virgin to leave and that he would ask the back office to change the newly issued contract to reflect old contract end date of 16 July 2025 and original prices we were paying as it’s a breach of contract to cancel without notice & permission and then vastly raise the prices, it was agreed that the agent would ask for a back office credit each month of £22.24. However, after receiving my bill today dated 28th May I can see that it is apparently now a CLOSING BILL and comes to the sum of £100.79 - this makes no sense so please can someone clarify what is going on and if you are planning to cut off our services with you yet again or actually issue the credit as agreed so we pay £66 a month until our current contract ends on 16 July?

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      17 days ago

      Thanks for the update on this Moondust, so that we can take a look into this we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
       

      Thanks.
       

      Sabrina