Disconnected after accepting online renewal, now struggling to get the original offer honoured
Virgin Media disconnected me earlier this week after abysmally failing to process my online contract renewal. I have since been reconnected, but getting customer service to honour the original renewal offer is proving to be a real nightmare. A timeline of what has happened: In mid-September 2025, I informed Virgin Media that I want to terminate my contract due to a massive increase in my monthly subscription cost, from £56.52 to £197.52, which was due to come into effect on 19 October 2025. I asked for a straightforward cancellation of all services, without doing a one-touch-switch to another provider. A few weeks after my cancellation request, I received an email from Virgin Media with an offer to renew my existing package for a further 24 months at a cost of £44.02 per month. I accepted the online renewal offer on 7 October 2025 and received an order confirmation by email on the same day, stating that my existing package would be extended by a further 24 month at a monthly cost of £44.02, with an annual price increase of £4 each April. The email also said that the estimated activation date for the new package would be the 10th October 2025. On 17 October, I noticed that the new contract details were still not showing in my online account and called Virgin Media customer to inquire as to the reason for the delay. The customer services agent informed me that, contrary to the information provided in the order confirmation email, it might take up to 15 days for online renewals to be processed. As my existing contract was due to end on 19 October, the agent told me that she would suspend the disconnection and manually monitor my account so as to ensure that the renewal of my existing package at a monthly cost of £44.02 was processed correctly. She also promised to keep me informed by telephone as soon as the renewal of the contract had been processed. I was further promised that I would receive a full refund for any additional charges raised against my account until the renewal process is complete, so as to ensure that I am not overcharged for my existing package. During the night of 22-23 October, all Virgin media services at my address were disconnected. On 23 October, I called Virgin Media once again. The agent puts in a reconnection request and promises that, once I am reconnected, the renewal offer will be processed. On 25 October, Virgin Media reconnected all services and bills me £206.88. My online account says that I am now "out of contract". There is still no sign of the online renewal offer, which I accepted on 7 October, and for which I was sent an order confirmation and two pre-contract documents. When I call Virgin Media, the agent tells me that the online renewal offer was voided by the (erroneous) disconnection and that he is unable to recreate the package price that I accepted when renewing my contract, since the "pricing tool" is not available within the first three days of (re)activating an account. He suggest that I call again "after 72 hours" to see what can be done. I am now left wondering what will happed in three days. The online renewal offer that I accepted on 7 October was substantially better than anything I was previously offered by the retentions team over the phone. I am shocked that Virgin Media has failed to process the online renewal within the promised 15 days and I am now left picking up the pieces. What will happen in three days if the telephone agent is unable to match the online renewal offer that I accepted on 7 October? To make matters worse, a charge of £206.88 was raised today against my account, which now appears to be “out of contract”. I feel like I have hit a dead end with customer services and that my only way forward is a formal complaint and, if this fails, contacting the Communication Ombudsman. Is there really no other (and quicker) way of getting this problem of Virgin Media’s own making resolved in a satisfactory manner?£1000 early disconnection charge - despite notifying VM of switch during cooling off period!
Hi. Hoping someone can help or steer me in the right direction - as ive been going around in circles and being passed to multiple people on message service and calls. We decided to leave VM - We were advised by a call handler that becuase we were technically still in contract, to change to a new cheaper contract, then to switch during the cooling off period for this new contract. We thought that was strangely good advice (surprising that VM would advise this) but it made sense. So we changed to a much cheaper contract, and then, through the one touch switch process, notified VM that we wanted to cancel our contract. Virgin sent us an email on 18 October (within our cooling off period), confirming the date of our switch (07 November) and clearly confirming (in bold text) that there would not be a disconnection fee (specifically the email stated there would be a 0.00 disconnection fee. They have have subsequently charged us a disconnection fee of GBP 1023.66!. I can only think their rationale is that despite giving notice to cancel within the cooling off period, the actual switch took place outside the 14 days - however we absolutely notified them that we wanted to cancel during the cooling off period - as the email clearly confirmed. If they had told us about the disconnection charge (rather than telling us there wouldnt have been one!) we would of course have been in touch with them and it may have prompted us to change our mind. But they didnt. Trying to explain this to the call centre team is impossible - they dont understand what I'm saying, tell me the email was automated and incorrect (!), then transfer me and the whole discussion starts again (hours wasted on multiple days). And the message service is similar (today 2.5 hours, 5 different people, similar yesterday). Now it seems the account has been closed which means I cannot access lots of the information online. To raise a dispute, I need to write to VM, and it will take 8 weeks before the Ombudsman will get involved unless VM confirm we're deadlocked - and of course VM want to be paid by Direct Debit which is due in a week (and I cannot afford to pay them 1000 - especially for something which I am strongly disputing). It seems crazy that I need to send VM a letter to complain, and that there is apparently no one via the customer services team who is able to receive and review an email which so clearly states there would be no early disconnection charge. If anyone can offer any advice or assistance I'd be so grateful.Extend disconnection date
I’ve been a Virgin Media customer for the past 10 years. Recently, I moved to a new area where Virgin Media’s service isn’t as reliable, so I decided to switch to a different provider. At the time of my move, I was in the 17th month of my usual 18-month contract. I made it clear to Virgin Media that I wanted to keep my existing contract unchanged, as I wasn’t sure how their service would perform in my new location and might consider continuing if things worked out.Everything seemed fine until I requested a disconnection after my 18th month contract . To my shock, I was hit with an 'early disconnection fee' of £1,461, despite the fact that I never signed or agreed to a new contract. After spending countless hours over two weeks explaining the situation, Virgin Media finally acknowledged their error and applied a credit to offset the charge. Fast forward to today, my new broadband provider can’t install my service until 8th May 2025, so I asked Virgin Media if I could extend my disconnection date to 9th May 2025, just 10 days later than the current schedule. Their response? A flat NO. Worse still, they threatened that if I delay the disconnection, the credit covering the wrongful £1,461 fee would be reversed! I’m honestly at a loss for words. That charge should never have been applied in the first place, and it feels unjust to be penalised again over such a small and reasonable request. I’m deeply disappointed and frustrated with how Virgin Media has handled this. If anyone out there has faced a similar situation, I would genuinely appreciate any advice on how to extend the disconnection date by just 10 days without losing the credit that was rightly applied to my account. Thank you.One touch switch vs 30 day notice - do they interfere?
Switching to vodafone. The agent at vodafone said to cancel the 30 day notice first before switching. But the VM agent said it's fine to use the one touch switch without having to cancel the 30 day notice. I recall reading this could interfere but considering vodafone and virgin media use separate infrastructure it should be fine. Quite confusing, any advice on this?Waiting for previous owners service to be disconnected
I have just moved into a new property as the new tenant. I am a new customer of Virgin Media and so set up an installation date for last week, only to get told that the old tenants have not disconnected their services. I was told that I am unable to set up our internet until the end of the month. I have been in contact with the letting agency, but the previous tenants are not responding to their emails. I know that other customers have been able to send proof of residency to get the previous tenants services disconnected but this has not been suggested to me. Any help would be appreciated as this is leaving me and my partner without internet when we work remotely. TIAHow can I pay HUGE Disconnection fee ?
We are being forced to leave our home with our 2 very young children after a section 21 due to our landlord wanting to move back in after selling their own home. This is obviously no fault of our own, we are expecting to end up in emergency housing as we have yet to find anywhere else to live with only a week and a half to go so are unable to transfer our service and yet we are expected to pay over £200 early cancellation fee? we would have happily taken our service with us as we have previously had no problems but as we are likely going to be living in a hotel room this obviously won’t be possible? how are we expected to be able to oh over £200 on top of all our loving and storage costs as we have to put effectively our whole house in storage, I just don’t know where they expect us to find the money 😭 does anyone have any advice? Many thanksDisconnected 2 Weeks Early!!!
I organised a disconnection from Virgin for 1st September 2024. This was clearly understand as I had an email from Virgin confirming this. However on 14th August 2024 I was disconnected early. This is a massive issue as myself and my partner work from home as well as needing WIFI for general personal life especially as we are in the process of moving to Australia. After being stuck on the phone for ages I finally got through to someone who told me this was disconnected due to a "technical error" which looking at the amount of people this is happening to I do not buy. We were told we would have to wait 24-48 hours to get back online. Well we waited over 24 hours and thought we would check on the status and have now been told on whats app that our reconnection was rejected! What is going on! We need to get back online asap. This is ridiculous and taking our money for no service. Not to mention some of the worst customer support possible. Please can someone help us get back online.Regular dropped packets while gaming & T3 timeout errors
Hi all, Hoping I can get some help here as I have tried to use the online service checker and keep getting sent round in circles with rebooting the hub / factory resetting which hasn't resolved the issue. We have recently moved into this house a couple months back and since the install been receiving on and off issues with the stability of the network which is affecting working from home and online gaming. It will be fine for a few days then we will start seeing dropped packets / packet burst in gaming. When working from home this also kicks off the remote desktop sessions I use. Since this has started getting more frequent I have set up a BQM graph and hopefully the links below will work: 26th: https://www.thinkbroadband.com/broadband/monitoring/quality/share/8e0e268fee776ef7500c7d2376ceba20625b96c8-26-06-2024 27th: https://www.thinkbroadband.com/broadband/monitoring/quality/share/a47b50c4e9688abef5cf89e9bb5f36567846ca82-27-06-2024 Also logs from the hub - I have been keeping an eye on the number of timeouts and this seems to have reset recently as a couple days ago looked like this: If you need any more information let me know! Thanks. Network Log Time Priority Description 27-06-2024 13:34:48 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 27-06-2024 11:09:16 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 27-06-2024 09:47:56 critical 16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 27-06-2024 09:47:56 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 27-06-2024 09:46:48 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 25-06-2024 02:54:04 notice REGISTRATION COMPLETE - Waiting for Operational status 25-06-2024 02:54:01 notice US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 25-06-2024 02:53:55 notice DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 25-06-2024 02:53:52 notice TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 25-06-2024 02:53:50 warning DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 25-06-2024 02:53:47 notice Honoring MDD; IP provisioning mode = IPv4 25-06-2024 02:53:39 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 25-06-2024 02:53:38 critical Cable Modem Reboot because of - Software_Upgrade 25-06-2024 02:51:36 alert SW download Successful - Via Config file 25-06-2024 02:48:41 alert SW Download INIT - Via Config file cmreg-vmdg660-bbt076-b.cm 25-06-2024 02:48:03 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 25-06-2024 02:48:03 critical Cable Modem Reboot because of - unknown 20-06-2024 15:37:11 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 19-06-2024 14:21:13 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 12-06-2024 14:54:51 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 12-06-2024 14:17:54 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 12-06-2024 14:17:54 critical 16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 12-06-2024 14:16:46 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 09-06-2024 13:29:20 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 09-06-2024 06:57:10 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 07-06-2024 15:36:07 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 07-06-2024 11:17:57 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 06-06-2024 17:29:28 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 04-06-2024 06:10:19 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 03-06-2024 12:37:13 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 23-05-2024 05:18:03 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 23-05-2024 02:50:48 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 3.0 Downstream channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 331000000 6.2 41 QAM 256 25 2 147000000 6.9 40 QAM 256 2 3 155000000 7 40 QAM 256 3 4 163000000 7.5 40 QAM 256 4 5 171000000 7.2 41 QAM 256 5 6 179000000 6.8 41 QAM 256 6 7 187000000 6.6 41 QAM 256 7 8 195000000 7 41 QAM 256 8 9 203000000 6.8 40 QAM 256 9 10 211000000 7 41 QAM 256 10 11 219000000 6.2 40 QAM 256 11 12 227000000 6.1 40 QAM 256 12 13 235000000 6.5 40 QAM 256 13 14 243000000 6.8 40 QAM 256 14 15 251000000 6.3 40 QAM 256 15 16 259000000 6.4 40 QAM 256 16 17 267000000 7.3 41 QAM 256 17 18 275000000 7.5 41 QAM 256 18 19 283000000 6.8 41 QAM 256 19 20 291000000 7.1 41 QAM 256 20 21 299000000 7.4 41 QAM 256 21 22 307000000 7 41 QAM 256 22 23 315000000 6.2 41 QAM 256 23 24 323000000 6.1 41 QAM 256 24 25 339000000 6.7 41 QAM 256 26 26 347000000 6.7 41 QAM 256 27 27 355000000 6.2 41 QAM 256 28 28 363000000 5.8 41 QAM 256 29 29 371000000 6.4 41 QAM 256 30 30 379000000 6.5 41 QAM 256 31 31 387000000 5.8 41 QAM 256 32 3.0 Downstream channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 41 18 0 2 Locked 40 9 0 3 Locked 40 9 0 4 Locked 40 6 0 5 Locked 41 4 0 6 Locked 41 6 0 7 Locked 41 3 0 8 Locked 41 4 0 9 Locked 40 1 0 10 Locked 41 4 0 11 Locked 40 8 0 12 Locked 40 8 0 13 Locked 40 11 0 14 Locked 40 13 0 15 Locked 40 10 0 16 Locked 40 12 0 17 Locked 41 9 0 18 Locked 41 8 0 19 Locked 41 6 0 20 Locked 41 11 0 21 Locked 41 10 0 22 Locked 41 16 0 23 Locked 41 26 0 24 Locked 41 13 0 25 Locked 41 19 0 26 Locked 41 19 0 27 Locked 41 22 0 28 Locked 41 29 0 29 Locked 41 24 0 30 Locked 41 33 0 31 Locked 41 36 0 3.1 Downstream channels Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 33 94 4K 1840 QAM 4096 1108 3.1 Downstream channels Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 33 Locked 39 -2.6 2756218066 9 3.0 Upstream channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 0 49600000 45.3 5120 QAM 64 1 1 43100000 45.8 5120 QAM 64 2 2 36600000 45.5 5120 QAM 64 3 3 30100000 45.5 5120 QAM 64 4 4 23600000 46 5120 QAM 64 5 3.0 Upstream channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 0 ATDMA 0 0 0 0 1 ATDMA 0 0 0 0 2 ATDMA 0 0 0 0 3 ATDMA 0 0 6 0 4 ATDMA 0 0 0 0 3.1 Upstream channels Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation 6 10.4 41.0 2K QAM 256 3.1 Upstream channels Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts 6 OFDMA 208 74000000 18 0Section 21 - disconnection fee
We have been issued an unexpected Section 21 from our long term landlord, due to lack of available rental properties and limited finances, we are due to be made homeless in early August, with two children in tow. Council have advised emergency accomodation will be hostel/hotel so we are temporarily moving back in with relatives. They already have Virgin and so we cannot transfer our services. They also do not want to terminate their contract as we do not plan on living there indefinitely. We are being told we will have to pay the remaining sum of contract to disconnect - we don’t have this money upfront and this seems unbelievably insensitive and cruel given we have the stress of being made homeless with two young children. can anyone please help with this?Disconnection nightmare…
I have just had the most hideous experience with Virgin. We have reached the end of our contract (unknowingly - I thought providers were meant to contact us these days) so the price bumped up by 30%. I called VM to discuss and they offered me new deals which I sadly couldn’t afford. I asked to be passed to the disconnection team but was cut off in the process. I went back to them, went through the whole process again and (again) got disconnected. I then repeated the process and once I finally got through the repeated ‘can I find you a cheaper deal’ process (they couldn’t) they transferred me back to the retention team instead of the disconnection team. My feeling is that the retention team are actively avoiding putting me through to the disconnection team and are (perhaps) incentivised not to do so. I’ve been on the call 90 minutes and still not been connected to the disconnection team and have just been cut off for the 4th time.
