Hello Virgin Media Community,
I'm reaching out in hopes of finding guidance or perhaps drawing attention to an ongoing issue I've been experiencing with my service and the subsequent support process. Since November 20, 2023, I've encountered a staggering 371 disconnections, leading to more than 3 days of cumulative downtime. This level of service disruption has significantly impacted my ability to work from home, necessitating a reliable internet connection.
On March 12, 2024, after extensive communication with Virgin Media, I was informed that my complaint was being assessed by Ofcom and that a resolution regarding an Early Disconnection Fee (EDF) waiver would be provided within 30 days. The deadline for this resolution was today, April 11, 2024. Unfortunately, not only was the issue not resolved as promised, but my attempt to follow up led to a frustrating loop through various departments, culminating in a promise of a callback within an hour from a manager—a callback that never came.
This situation has left me feeling overlooked and undervalued as a customer, despite my attempts to address the matter through the appropriate channels. I am now turning to this community for advice on how to proceed. Has anyone else experienced similar service reliability issues and found a resolution? Or, does anyone have suggestions on how to escalate this matter effectively within Virgin Media to ensure it receives the attention and resolution it urgently requires?
Any guidance, advice, or shared experiences would be greatly appreciated. Thank you for taking the time to read about my situation and for any support you can offer.
