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!)
Account not found when trying to log in
I enter my details into the My Virgin Media app as they appear on my bill when trying to log in, and it tells me that this account does not exist. After looking on these forums its obvious that this is not a unique problem, and I really need this resolved soon as I need to check if there is any outstanding payments that need to be made ASAP. Could do with getting in contact with a staff member soon as this is giving me a lot of grief.I still can’t login! Months of trying!
Help please before I throw myself under the next bus! Virgin set our account up incorrectly when we signed up so they had to create another account. I have lost count of the number of times I have contacted and been assured it is fixed but it still isn’t! Today I can’t even try to log in, every time I try I just get an error message or just keep getting the login screen again. I get bill emails with the right account number but I can’t login to the account. This has been going on for months….I really wish I hadn’t joined and will cancel as soon as I can (although I won’t be able to until my initial contract ends even though the customer service has been appalling since the start!). Why does absolutely no-one take an accountability for sorting anything out?!Charged Twice
Hi Virgin Media team, I need help urgently with a double payment on my account. My bill was due 8 December. On 7 December, I logged into My Virgin Media and made a manual card payment for the full amount to make sure it was paid on time. However, on 8 December, the same bill amount was taken again from my card as a Direct Debit. I wasn’t aware a Direct Debit was set up (or scheduled to be taken), and I’ve been trying to contact Virgin Media since then but haven’t been able to get through. I want a refund please!Virgin did not inform BT of cancellation
I just had to manually cancel my old service with BT because Virgin did not confirm that the switch had been completed. So, I've already paid 3 bills to BT even though I'm now with Virgin. I switch to VM on 14th September 2025 I thought they were part of the One Touch Switch and didn't have to do anything Spoke with BT even they where surprised that nothing had be sent to them about the switch. I tried calling but I keep getting a bot that did not help whatsover.Account problem - unresolved for 4 months
Hi. Since I was forced to create a virgin media O2 account I can’t log in and I go round in circles. My virgin media account isn’t linked and I can’t create the link. Called several times over 4 months, promised ticket had been raised with IT as none of the service support folk have been able to fix it and still no resolution. Means I can’t access my account online or log in to watch sky sports on mobile device (for which I’m paying) etc. Can’t even find a way to delete the account so I can start again and try to link my virgin media account from fresh. None of the help topics fix the issue. I can’t even log in to make a complaint formally. Help!!!!Please Help - Am I another ex VM customer?
I came to the end of my contract back in March 2025. At the time I 'web chatted' to re-negotiate and was offered a better deal to which I pretty much agreed to. I won't go in to all the boring detail, but since then Virgin have consistently failed to apply my new contract fee, fast forward to now I am still paying way over the odds each month >£94 for broadband & landline only, they claim to have tried to contact me... but they cut off my medically important landline (finally resolved this as they switched it to digital without giving me any notice). My daughter has a brain tumour, has lot her eye sight because of it and the hospital always phone on our landline, I made VM aware of this. I have sent numerous recorded delivery letters, which have been mostly ignored and a recent letter (October) agreed to put me on the new contract, but extended the term to 24 months, instead of the agreed 18 months from before. I have taken this to the Communications Ombudsman ADR, but they seem less than impartial and have clearly not reviewed the indisputable evidence I have provided them (I have every letter, every online chat and every recorded delivery reference - I have kept everything). Virgin have simple obfuscated at every turn, refusing to accept what they had previously said and agreed to... when provided with evidence they either just ignore it or say they don't have a record of this... when I am sending them screen captures of the chats I've had with THEM!!! I am exhausted and have wasted months of my time & energy on this. The Ombudsman doesn't want to know anymore and will not entertain me... what options do I have? I'm out of pocket, out of work because my daughter needs me... running out of money, and need my internet & landline to work - it does, but at an affordable rate. Virgin seem to know they have the monopoly in my small road, there are no other 'fast' broadband solutions. Where do I turn? What can I do? I doubt I can afford to take them to court, and if I did and for whatever reason I lost, I certainly couldn't afford that either! Help...