Complaint reference: C-0411241397

[crimsom]

Ashleigh_C

The M250 Broadband service was unexpectedly terminated on Saturday 02 November 2024 at 24:00 hours (end of day). Virgin Media Chat on Sunday 03 November 2024 says there is no fault, Broadband service has been terminated by Virgin Media, and will be reinstated within hours. I request that the existing M250 contract and the monthly Cr£14.00 Promotions & discounts be reinstated.

I have given the required more than 30-days’ notice by Royal Mail Sign-For letter to terminate at end of M250 contact on Monday 11 November 2024 at 24:00 hours (end of day). My new Openreach ISP provider is scheduled to start their Broadband service on Tuesday 12 November 2024.

Pay by Direct Debit continues to be in place. I have asked for Broadband service termination at end of M250 contract on Monday 11 November 2024. I go to local Library to use their free Wi-Fi service. The Virgin Media Bills are downloaded and indicate that the Direct Debit monthly amount has not been increased by Virgin Media. Virgin Media Chat acknowledge their fault and the agree compensation credit will be provided. The M250 Broadband service was reinstated late afternoon on Monday 04 November 2024.

The Am I eligible for automatic compensation? | Virgin Media Help says that there’s no need to ask Virgin Media to credit your bill, because the Broadband service is automatically covered under the Virgin Media compensation scheme agreed with Ofcom. But the M250 Virgin Media Bills fail to record any compensation credit.

How do I expedite compensation credit?

[Akua_A]

Hi @crimsom 

Welcome back to our community forums and sorry to hear your service was unexpectedly cancelled early. We can understand the inconvenience caused and we want to do our best to look into the possibility of compensation. We have sent you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

Thanks,

[crimsom]

Hi Akua_A, I have replied to your private message. Thank you for getting in touch. Kind regards. 

[crimsom]

Hi Akua_A, VM Billing now is saying a payment is required immediately to avoid restriction of M250 service. VM Billing have not changed the Direct Debit amount and incorrectly say that it is my fault. How is it possible to educate VM Billing about their obligations to change the Direct Debit amount?  

VM Billing incorrectly say that I have sent them them Ofcom's ‘One Touch Switch’ process where landline and broadband customers will only need to contact their new provider to switch. Simpler and quicker broadband switching is here - Ofcom

The new Openreach ISP incorrectly sent VM Billing the One Touch Switching notification 5299747804 that I have never seen despite VM Billing's assertion that I have sent the One Touch Switching notification. I have given the required more than 30-days’ notice by Royal Mail Sign-For letter to terminate at end of M250 contact on Monday 11 November 2024 at 24:00 hours (end of day). How is it possible to educate VM Billing about ignoring Ofcom's Openreach ISP to Openreach ISP One Touch Switching notifications? 

Is it possible to get £20 compensation because VM Billing is trying to incorrectly sift their inability to comprehend onto their customers? 

[crimsom]

I am in Virgin Media ISP M250 Broadband contract, but service was unexpectedly terminated on Saturday 09 November 2024 at 24:00 hours (end of day). This is the second Virgin Media ISP termination. Today, I go to my local Bank and Library to use their free Wi-Fi service. My new Openreach ISP provider is scheduled to start their Broadband service on Tuesday 12 November 2024. 

[Robert_P]

Hello crimson, 

We're sorry to hear of the service issues and termination, we appreciate the frustration this is causing and apologise for the inconvenience.

Did you speak to the team to arrange the cancellation? If so, did they advise of a date for it to disconnect?

[crimsom]

I have spoken to VM ISP Chat and by telephone. Despite VM Billing's assertion that I have sent the Ofcom One Touch Switching notification, this was sent by my new Openreach ISP and I was never sent a copy. 

On 01 October 2024 at 16:58 VM Billing email says new Openreach ISP let VM know that you’re switching your Broadband on 14 October 2024. Switching ref: 5299747804. Although we hope you change your mind, here’s everything you need to know about your switch. Because you’re still in contract with us, you’ll be charged an early disconnection fee of £23.93 if you switch.