Hi Sarahsummers,
Thank you for coming to the Community Forums, we appreciate you taking the time to post here.
I am terribly sorry to hear of the current circumstances you're under and for the experience you have had with Virgin Media during this time. It is certainly not the level of service and care we aim to provide at all.
We are really keen to help you in any way we can with this. I'm going to send you over a private message so I can take some more details and look into this for you.
Please do find my message over at the purple envelope and respond whenever convenient.
Kind regards,