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Disconnected from my services

San_dra
Joining in

I am writing to express my profound dissatisfaction with the recent experience I had with Virgin Media. Having notified the company in advance about my house move scheduled for the 5th of June, which is delay due to unforeseen circumstances, I was disconnected from my services during the night of the 4th-5th June.

On the 5th of June, I contacted Virgin Media at around 11 am, only to endure a frustrating 1 hour and 40 minutes on the phone. During this time, I was transferred between 4-5 different representatives, each requiring me to explain my situation all over again. Despite my efforts, I was told that it would take 24 hours to restore my services at my current property. However, the following day, nothing had changed—I was still without WiFi and TV.

I called again on the 6th of June, faced yet another hour-long wait, and was passed between multiple agents. This time, I was informed it would take up to 72 hours to resolve the issue. As of the 7th of June, my services remain inactive, causing significant disruption to my work, personal matters that require internet access. 
I am paying £62 per month for these services and have now been deprived of them for three days. To add to my frustration, I am unable to give notice to leave Virgin Media, as my account is inactive, and I must wait for the services to be restored before I can contact them about terminating my contract, which ends on the 28th of June 2024.

This entire ordeal has caused me considerable anxiety and unnecessary stress, particularly during an already stressful move. I am deeply disappointed with the service I have received and the apparent complexity of resolving this issue through customer support.

Given my experience, I cannot in good conscience recommend Virgin Media to anyone. The inefficiency and lack of effective support have made this a time-consuming and stressful experience. 

3 REPLIES 3

goslow
Alessandro Volta

Problems restoring VM sevices, when they have been cut off, seems to be a regular topic of complaint on here.

When is your revised move date scheduled for? Depending how far into the future that is, you may still be asking VM to reconnect you when your move actually happens.

I did not give them revised move date yet, I asked to be switch back on in the current property I’m in (the old address) 

John_GS
Forum Team
Forum Team

Hi @San_dra 

Thanks for posting and welcome to the community. Sorry to hear of this dispute and also the personal situation over the move in date being delayed.

From your post, you've said your original moving date was the 5th, so it's right if your services were to disconnect on this date. 

I will send you a PM though to assist further.

John_GS
Forum Team


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