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Virgin terminated my account without consent and won't help resolve it

Joining in

Hi all! 

On Friday I received an email saying my account being closed down by the end of day without me requesting it. 

They proceeded terminating it. I called customer service yesterday and was told that someone said I have moved house and they shut the account down. First of all, shocked at the process where they do not even re-validate the request for closing the account - especially as according to my agreement I would need to give them at least 30 days notice to do that. They told me they will restore connection. Which obviously didn't happen.

Since then I had 5-6 interactions with customer service and received the worst customer service - they do not seem concerned that someone who is not me reached the account (talk about security and data privacy), they told me my account will be restored in 48h and then forgot to tell mw that weekend dows count (they never said business hours), and then all agents just shut down conversation without answering my questions (I have written proof from whatsapp conversations).

Finally, the told me someone did raise a request to open another account at my address but they dont know who it was as they dont see this information. They told me to contact the installation services - I called them, and they told me they dont see any requests. So one of them is either lying or there is a total information disaster on their end. 

 And after spending 5h trying to find a solution - I got zero help!!!!!! Also they want to charge me for disconnection service I did not request, whereas first agent told me that of course it will be cancelled. 

It seems agent do not see or do not want to check any previous communication and every chat I need to start from scratch.

The cherry of top - when one of the agents told me the manager will call me...and he called for 7sec - I didnt even manage to pick up the phone. It seems he has done it on purpose to actually avoid the conversation. 

Anyone please help!!!! How to reach anyone who can help to solve this disaster. 

Thank you



Forum Team (Retired)
Forum Team (Retired)

Hey @Lana1,

Welcome to the Community Forums and thanks for the post.

Sorry to see that this has happened to you, I would like to go ahead and look into this with you to make sure the account gets reconnected correctly, I will be sending you a private message shortly so we can discuss this.


I've the same issue here been messed about now for 5 days been told 24 hours to reconnect then 48 hours now another 48 hours seems I'm going in circles 

Thanks for reaching out to us @Megaboi95, and a very warm welcome to our Community Forums!

Sorry to hear of the unexpected disconnection of the services.

I'd be happy to take a closer look into this one for you, check out the envelope in the top right hand corner for a private message from me and I'll take some details from you