Forum Discussion

PianpianXu's avatar
PianpianXu
Joining in
18 days ago

My internet was cut down by mistake for more than 3 days.

 

15th January: Virgin Media cut down my internet by mistake.

16th January: Complained to their customer service staff Anjali and Anjali's supervisor, they assured me that "I will get the services up and running again within 48 hours" (This is their own quote. I saved all the chat script.๏ผ‰

18th January: The internet is still down, contacted another customer service again, called Ramya. She now admitted that Anjali and his supervisor LIED TO ME, the service will now take 72 hours to be back up.

As of now, nearly 72 hours later, my internet is still not working.

What Virgin Media has done is now affecting my daily and working life (I work at weekends). 

Moreover, this situation is causing significant mental health stress, and severe mental illness, exacerbating my anxiety.

I have all relevant chat scripts, emails, and medical documentation to support my claim. If this issue is not resolved ASAP, I will consider pursuing legal action.

Virgin Mediaโ€™s handling of this matter has been immoral, irresponsible, and incompetent. I urge the company to take immediate action to restore my internet service.

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    15 days ago

    Hi PianpianXu ๐Ÿ‘‹ Thank you for your post and welcome to the Virgin Media Community ๐Ÿ˜€

    We're really sorry to hear about the poor experience you've had and the impact it's had on you.

    Is your broadband service now back up and running? If not, what's the latest information you've been provided in terms of when it will be?

    Information on our Automatic Compensation Scheme can be found here.

    Please pop back to us at your earliest convenience.

    Thank you for your support jpeg1 ๐Ÿ‘

    Regards,
    Daniel

    • PianpianXu's avatar
      PianpianXu
      Joining in
      15 days ago

      Hello , thank you for your reply. 

      I have just called 0345 454 1111 this morning regarding my Complaint reference: C-1601251830.

      I was informed that account [REMOVED] cannot be reconnected due to there's another account [REMOVED] on the same address (LN5 9TG) - this other account was originally set up by my tenant, but he has already called to cancel everything on the 16th of January. 

      I just need to make sure that all the reconnection form for this address is cancelled, so my home address internet line is free of both accounts, and cancelled from Virgin Media for good, so I can start getting broadband from other providers.

      Would you be able to confirm this for me please? - Both accounts [REMOVED] are cancelled forever for my home address.

      Mod Edit : Personal private information has been removed. Please see our forum guidelines for more information

      • Molly_T's avatar
        Molly_T
        Forum Team
        13 days ago

        Hi All ๐Ÿ‘‹ Just returnong to the public thread to keep things updated. 

        Thanks to PianpianXu for PMing with me - they confirmed everything is now all sorted. 

        Sorry to see you go, but glad it's all resolved for you. Wishing you all the best! ๐ŸŒž

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    18 days ago

    I feel very sorry for you. But VM are protected by the Terms and Conditions of their contracts which do not commit them to provide a continuous connection or to repair it within any fixed time.. The best you will get is some compensation, and you may have to fight for that. 

    This is a customer forum and VM staff only look in from time to time.  If one picks up your post they will try to help but they cannot correct problems like this, only pass a message to someone who might be able to.

    It's the Virginmedia way.