tenant won't cancel active line
Hello everyone, I am hoping someone here can help or point me in the right direction as I have completely run out of options. I moved into this property five weeks ago. For the first four weeks, the internet was working fine. After that, the previous tenant stopped paying their Virgin Media bill and the service was cut off. Since then, I have had no internet at all and no way to get it restored. I have no way of contacting the previous tenant. The housing agents are the only ones who have their details, but they have confirmed they cannot share any contact information or even forward a message due to data protection laws. I am the only person living at this address. There is no shared occupancy and no one else using the property. I contacted Virgin Media and explained the situation in full. I offered to take over the account, pay for the broadband myself, and even cover any outstanding fees or cancellation costs for the previous tenant. Despite this, Virgin Media have said they cannot do anything unless the original account holder contacts them. Unfortunately, I have no alternative broadband options available at my house. Other providers are not available here, and mobile data is not a viable long term solution. This is now directly conflicting with my job, as I rely on a stable internet connection to work. At this point I am desperate for a solution. If anyone has dealt with something similar or knows a way to resolve this, I would be extremely grateful. I am willing to pay £200 to anyone who can help get this fixed as soon as possible.Intermittent connection
I’ve been having this issue for months where my connection is perfect for maybe a few days to sometimes over a week, then it will just completely disconnect for hours, for days if not weeks. I’ve had an engineer come round, they replaced my hub with a hub 5 (originally a hub 3) which seemed great at the time but the issue just never fully went away. Done all i can to attempt to fix it, but realistically there’s not a lot i can do. this is todays connection: https://www.thinkbroadband.com/broadband/monitoring/quality/share/42b53d2b86f43b5e4cb51298e5366c734a636424 The above images are some of the worst days ive had but there have been only maybe 5/6 days like this so far (a majority of the time its just 20 minutes then its back for maybe 15)Is it possible to speak to a human being???
To say I am frustrated is an understatement! New customer who needs to register my account but getting potty-mouthed with the impossible to navigate computerised voice that seems unable to understand that I need to register my account, and just sends me around in circles. Been passed around multiple options that I don't want and still unable to get to where I need to be. Can I speak to a human ????new contracts
Hi y'all , i have returned to VM and attempted to take on a deal and accepted the contract 8 days ago , emails received for the order docs and contract came later explaining the first bill etc . Now i have realised i missed out the cinema bundle where they either give you the Rayban Meta glasses or money towards your bill , so i went ahead and proceeded to check on selecting it and luckly the same installation slots were available . Nothing came since the 17th for this , no contact from the team and btw i've put the same details in nothing has changed . If there's any chance we can go through the security questions and help me cancel the first one over or maybe confirm if i am able to simply change the delivery date for the 1st contract which i do not want anymore as the 2nd which has the cinema bundle and Rayban promo confirmedVirgin temporary Internet
Hi there, me and my wife have inherited a house but we won’t be able to move for at least two months while we’re renovating it. What I’m wondering is there a way to have a virgin temporary Internet installed at the New house as well as keeping this one at the old one thank you very much.No internet and intermittent internet since 13 November
Since 13 November I have had either no internet or intermittent internet. First outage on 13 November following a storm resulted in 3 new hubs, 3 ONU boxes, 5 engineers to confirm a network issue. Internet working on 19 November. Next outage on 13 December so dad I have had 2 engineers. First one confirmed network issue to be resolved in 24-48 hours. No internet or intermittent internet called Virgin 3 times 2 advisors confirmed Virgin were aware of network issues yet, 3rd advisor confirmed no issues or outages and another engineer sent. He arrived Monday of this week and could not see any issues with the equipment in the house and spoke to his manager and network team who knew of no network issues. We are now on day 11 of no or intermittent intermittent internet. The app is mostly useless in saying everything is working correctly but last night it did give a message after doing a hub test that there was an intermittent issue. Can anyone advise how to get this issue escalated to someone who will fix it? Currently solid white light on hub 5 and no internet.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?Hub 6 no internet connection
We have just moved into a new apartment and had a technician out to install the Wi-Fi router on Tuesday this week. There was already an existing connection point which he tested and confirmed was good. He set-up the router and assured me that everything was working. I checked to see that the Wi-Fi network was visible (which it was) before he left. Unfortunately when I connected to the Wi-Fi I discovered there was no internet connection. I followed the troubleshooting steps on the virgin media website. I rebooted the box, tried connecting on other devices and forgot and reconnected to the network. Nothing worked. I rang Virgin Media support and they advised that the connection had not been fully activated and that I should wait 3 hours after the technician visit. So I did but it still did not work after 3 hours nor the next morning. It’s now Friday, I’ve been away for a couple of days, and there is still no internet connection. Very frustrating given that I specifically requested a technician call-out to avoid any connection issues. When I run the network diagnostic tool on my hub 6, I get the following; Can anyone advise on how to resolve please ?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, Nick
