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.House Move Cut Me Off Early
I told them I want the internet moving on the 3rd, they assured me the internet would be fine and working until I move house, and my ex has ordered virgin to be installed a few days before just incase. HOWEVER, Midnight has just hit and you've disconnected me from the internet completely, my account is unmanageable because you've changed all my details to a new account (my volt boost had better still be there). I made it totally clear about needing internet, and the staff reassured me time and time again (why do I ever listen to virgin media). I don't want to have to call, I want it on tomorrow morning. First thing. As for the "New Account" you've given me, it flashes up with a £150 bill before showing "Preparing your property for installation". Well, I wasn't told there was a service move cost or installation cost. I kept with Virgin Media because it was the easiest solution, but you're making it very difficult playing these stupid games, and if it carries on I'll be gone to BT, I'm not even in Contract atm.... and if your staffs signed me up to a new one, then nope cos I never signed or agree'd to one. Honestly this is utterly shocking. EDIT: I've just read elsewhere on the forum that there's a £20 self install cost for moving, which I was never made aware of, and reading up that's for a self install... my property has never had Virgin Media installed at it before, so I gather that's where the £150 has come from? Again, wasn't made aware there was a cost, so you can't be charging me, and if you insist on it I will just cancel my service right now.Why was I disconnected immediately when I gave 30 days notice and Virgin acknowledged this
Absolute nightmare to close my account. Gave Virgin notice yesterday that I wanted to leave on 26 May. Received e-mail to confirm this but I was disconnected IMMEDIATELY. Why? I'm putting Virgin on notice here that any costs I incur before I am reconnected will be charged to Virgin and if necessary via Small Claims Court. And why is it so difficult to leave Virgin? Is this some sort of punishment for leaving? It's rather petty if it is. If it isn't petty revenge I'd like a full reply as this is also a complaint as to why this happened.
