One Touch Switch Failure? Switching Away From VM and billed another month at out-of-contract rates
I have had an issue with Virgin Media and the One Touch Switch service. I used the OTS service to switch to Sky Broadband on 15th February 2025 and was switched on the 14 March. My Virgin broadband stopped working on that day and is now provided by Sky. My contract ended on 17 March, but I was happy to pay an early cancellation fee for 3 days rather than the inflated cost for being out-of-contract. I received my closing bill and Virgin are charging me £55.50 for a further month. I called them and was told that I failed to cancel with them. I explained that I used the One Touch Switch (OTS) service and the agent said that I still have to give them a month's notice. Is that correct? Why would anyone trust this company?
A Decision from the Ombudsman
So after months and months from the introduction of the shambolic VM/O2 login which locked me totally out of my account settings for nearly twelve weeks, the Ombudsman has upheld my case, awarding a compensation payment from VM. When you prepare your case you have to fill in the section that asks you what in your view would be a satisfactory agreement to finalise the issue. Whilst the Ombudsman was reflecting on my suggestion of a public execution of a random ten senior managers, VM in the meantime countered with a legal loophole citing some obscure regulation that this was not within the contractual terms and conditions… even for senior VM managers. (Maybe ten was too many?! Perhaps 5 would have been accepted?!) Oh well! (PS … my compensation payment has now all gone to Cats Protection… and for anyone out there with an issue… look to the Ombudsman… It takes time, but it can be done!)No account number
I have ordered a box today 28/12 for my new flat but have selected the wrong address, everything says to amend the order i need to log in to virgin media with an account number that i dont have, the delivery is due for friday when i move in and the order is on hold because theres already someone with a virgin account at the incorrect address i selectedDisconnected Early and Massive Billing Increase with Home Move
I arranged a home move with the service/connection due on 29 December 2025, but today (28 December 2025) my broadband has already been disconnected, leaving me without internet to organise the remainder of my moving logistics the day before the scheduled move date. On top of that, I’ve just noticed my new contract monthly charge is much higher (£31.99 to £72 monthly for M500) than my previous monthly price despite no changes to my package and insisting to remain on the same service over the phone (despite upsells). I wasn’t expecting this, and I’d appreciate a clear explanation of what changed, and confirmation of the correct ongoing price. Can a VM team member please advise: Why the service was disconnected early (before the move date) How to get service restored immediately / ensure the move goes live on 29 Dec as planned How billing/credits are handled for downtime Why the monthly charge has increased so significantly I can share my account details privately via PM to a moderator.Homelessness and new address - no fee wave changed
Hello, I am being illegally evicted. I have called Virgin Media about my circumstances to discuss cancelation and fees. The first two people I spoke to were very sympathetic and understood I would be homeless, the second woman confirmed I wouldn't need to pay an early cancellation fee because of my vulnerable circumstances and she passed me on to a final colleague. They then said this wasn't possible and that I'd need to pay the cancellation fee even though my situation was explained and I would have no new address, contradicting what was already said. Then he said I'd actually get £50 off. He said that he would raise me questioning this as a complaint, which it was not it was questioning why I was now being given different treatment and options, and asked me twice to confirm the "complaint" he made up was solved - which it clearly wasn't. He said he would ring again the same day, repeating multiple times I would need to have my phone on me, and no call came to instead dicuss freezing my account for 90 days, even after I said I would be leaving the property that day. No call came. The next working day no call came. I followed up to the email complaint he made up and suddenly I got a call. I'm now told the temporary address I've given will have an additional fee change if I'm moving home, on top of disconnection fees. I'm beside myself, first I was told I would have no cancellation fees as I've been illegally evicted and in a vulnerable position, but now I've been told its either full fees or a freeze and then even more fees by way of a home moving fee and disconnection fee. I was only told about these additional fee prices after agreeing to the freeze - I don't know where I will be then, and the previous options given by different staff 30 seconds prior to being switched to someone new do not apply anymore. Not only is it days before Christmas, I've been illegally evicted, and then lied to by Virgin Media giving me false hope about my situation. Why are vulnerable customers given two different solutions by staff and then given even more fees on top? Is this a situation a joke to Virgin Media? Why waste the little time I have giving a solution and then packpedling with more fees?Query Regarding Charge for Returned VM Kits
Hi VM, I returned the VM kits after leaving VM on 25 November 2025. I have YODEL receipts and tracking confirmation showing that the kits were successfully delivered back to VM on 30 November 2025. However, I have since received an email advising that a charge was applied to my account on 16 December 2025. Could you please look into this matter and advise why this charge has been raised, given that the equipment was returned and confirmed as received? I would appreciate your assistance in resolving this as soon as possible.New o2 Customer - really lost
Hi there, I am a current virgin broadband customer and have (Friday) taken up a contract - or i thought with O2 through the virgin media upgrade my package. I have received a pre contract and a thanks for your order message (from virgin about Volt) but then nothing else since. I know this was only Friday and to wait but O2 online doesn't recognise me and my package on my virgin app is showing still only broadband. It just seems no one can confirm if my order has been placed or if there is a problem ? Wouldnt mind but i am currently without a mobile number at the moment :-( Thanks, NickCan't access account setting and manage payments
My broadband service started in early November, and everything has been working fine except I can’t access account settings. The page won’t load and shows: “Oops, looks like something's gone wrong on our side. Please try again.” This also applies to the manage payments page. Both symptoms persist in web browser and the mobile app. So, part of my virginmedia is not functional at all. I’ve tried: Multiple devices (laptop and phone) Different browsers Clearing cookies/cache Using the mobile app I have seen many users having this issue. Please help resolve it. Happy to provide further details if required.
