Virgin Media Disconnected by MISTAKE - no broadband, TV, phone, O2 SIM & Netflix
Awoke Sunday to no internet, home phone, TV, Netflix or O2 - everything had been cancelled and disconnected overnight. Apparently Virgin Media disconnected me immediately due to the fact I five days ago agreed to a fibre line installed by Openreach in July 2025. Virgin Media assured me Sunday at 10am that I would be reconnected to everything in 3 hours - they let me down. Since then I called Virgin Media over 5 times and to summarise Virgin Media admitted it’s not my fault, it was their mistake. I am astonished that a complete disconnection of media services can occur instantly with no texts or calls or anything with the customer to confirm. I also note that contractually Virgin Media are in breech of my consumer rights and are obliged to give notice of 30 days etc when disconnecting services etc. The Virgin call centre on Monday also unhelpfully suggested I just use my O2 sim for internet etc - well I would have but since Virgin Media cancelled my O2 SIM I can’t! Virgin Media reassured me then I would be completely connected again in 48 hours from when the form was submitted by the agent on Sunday 18th May. So service should have resumed at 10am Tuesday 20th May, missing the second deadline agreed now. Two of us work from home and rely on the broadband, plus we have kids so you can imagine! It’s also a nightmare when your mobile sim which you use to authenticate your work / banking apps etc gets cancelled without warning, it’s been enormously time consuming to unravel just that part of it - I don’t think Virgin Media have taken my disconnection issues seriously at it all and don’t seem sincerely concerned about the enormous stress and disruption it’s causing. Later on Monday 19th May I was emailed that Virgin Media have resolved my complaint, magically without even speaking to me again or re-connecting me! They are now requesting I send the equipment back. I’ve wasted hours of time already, so any suggestions of how to expedite reconnection would be much appreciated so I can actually get the services that I am paying for and end this horrible fiasco. I’m trying to speak to someone who can help at the call centre too and not having much luck.VM didn't cancel in cooling off period - AWFUL COMPLAINTS PROCESS NOT RESOLVED
I took out a TV package for an extra £5.50 per month but couldn't connect the equipment when it arrived. I called VM in the first 7 days of the 14 day cooling off period to cancel which they said they would action.- but didn't. I then sent their form via tracked post to confirm the upgrade should be cancelled 'as though it never existed' according to their T&Cs. This was signed for (carrier has proof) but never actioned. After multiple calls the only action i had was to take out a complaint on 2 August, one month after the colling off period expired and I tried to resolve directly with them. After a series of insulting and ludicrous responses from the complaints team, they refuse to put my contract back in the position I am entitled because and I quote 'their team didn't action the request and now it can't be'. It's impossible to call the complaints team back - the number and options they quote in correspondence is incorrect. I've asked for my preferred communication to be email - but yet they continue to occasionally call when I'm working and can't answer, and then try and close my complaint afterwards. When I do speak with them, I feel as though they are offshore and do not understand my complaint or the resolution I need. They are lovely people, but not trained or skilled sufficiently to deal with their customers' needs. This is without doubt the worst customer services I have received from a company - and from a Group and Founder I've admired for so long. Not any more. I called another team today where the individual was lovely, but unable to help. I'm stuck on the wrong package, out of pocket and the continued stress of trying to resolve this. The only action left is to contact the Ombudsman and what a shame for Virgin Media to allow it to get to this stage. A complete failure on your part VM.