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Trial - 'Randomly' Disconnected

JT92
Tuning in

Had an email on 25th September from [REMOVED] saying my trial was coming to an end on 31st of October, please see below. 

What's next?

In accordance with your trial terms and conditions, your broadband will automatically be disconnected on 31st October 2023, along with any other services you’re trialling with us – so to stay online, you’ll want to make sure you’ve got something else sorted.

We’ll be in touch over the phone to discuss next steps with you. So you know it’s us, look out for our call from the number 0800 052 9406. In case you miss our call and want to get in touch, please email [REMOVED]  with your details and the best time to contact you.

I saved the number in anticipation of their call, as I want to renew my services, received nothing from this number but several other 0800 numbers which I queried to Virgin Media Live Chat, who could not verify whether they were legitimate numbers and stated that there was nothing on my account to say they'd try to contact me. So today, on my day off, I contacted Virgin through the Live Chat, to initiate contract talks and what I could be offered, they told me I was on GIG1 Broadband promotional discount that expired on 20/4/2024 and to contact them in March. Please see attached image.

IMG_9223.jpg

After that conversation, I then emailed [REMOVED] to relay what was said to me on Live chat and to ask them if this is the correct date of expiry. Haven't had any response but around hour and half late my internet would not connected, orange light on the hub, so signed into my account to see I'd been disconnected, then called Virgin to see what was happening, they confirmed I'd been disconnected without my authorisation and that they could submit a reconnection form that will take 48-72 hours. Me and my partner are working from this is simply not good enough. Can't even tether from our phones as the service is awful. 

I am now being told I spoke to a team earlier who put the cancelation request in, I have not spoken to anyone today regarding my services until this issue occurred. 

Is there anyone I can contact that can speed this process up?

 

[MOD EDIT: Personal and private information has been removed from this post.]

 

9 REPLIES 9

jbrennand
Very Insightful Person
Very Insightful Person

What VM Trial were you actually on ?


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Mrlar
Tuning in

I've just had exactly the same thing happen to me. I did miss one call, but when I tried to call back, the recorded message said they would phone me again. I've tried to call the helpline, but was left on hold for 40mins, before it disconnected and the web chat keeps disconnecting. Like you I've not spoken to anyone or requested a disconnection.

I too would like a swift reconnection to the service.

JT92
Tuning in

Just had a phone call from +44800 1836417, asking who my services were with saying they were from Virgin Media, told him situation and he claimed he may be able to speed things up, no idea how. Is this even a legitimate number for Virgin?

Had several calls from different 800 numbers, over the past couple of weeks. @Mrlar yes I rang the number in my email that I was anticipating a call from and whenever I call it says that 'they have tried to ring me today but don't worry we'll call you back' even when I've had no missed calls. 

@jbrennand it's a Network trial in my area. 

Any help would be appreciated. 

I was told yesterday that I would have an immediate reconnection, still no internet.

JT92
Tuning in

Still no broadband, been without for 48 hours. Now have a flashing blue light on hub, been through all usual remedies with technical, who are now saying that a lot of people have had the same issue with this 5x hub, said they are aware but to wait another 24 hours?! Don’t know how they’ve shifted to this known issue after the initial disconnecting of my account. 

No work done, security cameras not enabled, no one seems to be that bothered to get it sorted. 

Mobile service here is pitiful. 

Never got anything back from the fella who called on +448001836417, starting to think that was a scam call. What’s going on? Any help from any staff on here? 

I've have made numerous call, to no resolution. They told me to wait 24hours and call back. I have done that and now they have told me to wait 3 to5 day for a specialist team to looking to it, I had already been escalated to a "higher" technician, who did exactly the same as the previous person, who hadn't handed any of the information over.

I emailed network.trial@virginmedia.co.uk to no reply, but I did have a call from the someone saying they were from the trial team. I explained that I didn't have any internet and that they had disconnected me. He basically dismissed it and told me they would call me back in the next 24 to 48 hours to arrange a new package!!! Guess what, no call!!

Michael_JK
Moderator
Moderator

Hi @JT92,

We're sorry about this experience. We have been in contact with the Trial team for you and they have advised somebody will be in contact with you today.

Best,



Michael_JK
Community Moderator

The do's and don'ts. Keep the community welcoming for all. Follow the house rules


Michael, this was sorted when the engineer resolved this the other week (eventually). 

Today I have been disconnected again after being told my end date would be the 20/4/2023. After a phone call with your colleagues they are telling me I have been ‘fully’ disconnected this time & that I need a contract, what the hell is going on? Why have I been told my end date was 20/4/2023?! To be disconnected today, I am again without internet. Can you get someone to contact me asap, as I’m at my wits end. 

Hi @JT92 ,

I will send you a private message about this. Keep an eye out for a notification.

Best,



Michael_JK
Community Moderator

The do's and don'ts. Keep the community welcoming for all. Follow the house rules