I’m new to this forum and desperately looking for help.
I’m in the process in moving homes but there’s a short period of four weeks between leaving one address then moving into my new home.
I was originally advised that I must cancel my contract, but then told I could move with Virgin Media despite the gap. My equipment and media package would also be updated and improved.
After a few gaffs made by Virgin, this was eventually sorted out and arranged via the Home Movers department in Newcastle .... who are now permanently engaged it would seem and don’t respond to messages left on the system (many times).
I was told that my contract would be classed as continuos so to ignore any fixed contracts sent for signature or any requests to return equipment, because that should be handed back to the engineer at the installation visit to my new property.
Subsequently, I’ve been hounded regularly by text, email and letter to return the equipment and each time I’ve contacted Virgin (never get the same person of course) to be reassured that I should ignore those requests.
Today I received a final warning by email that in 9 days time my account will be charged in full for the equipment, if ii isn’t returned by then. It’s unlikely that it will be delivered back to Virgin in that time via the collection service, given that I’m away from home for a couple of days.
SO ...Why have I been repeatedly given the (false?) reassurance over the phone that I should keep the old equipment to hand to the engineer ... and Will I get a refund once Virgin do receive the equipment that I now intend to return to stop this constant harassment, because clearly there is no communication/continuity within the organisation?
Actually managing to speak to anyone on each occasion has been a lengthy and frustrating process. I’m now beginning to seriously doubt that an engineer will arrive as promised on 30th November to install the service at my new address. I’ve repeatedly asked for email confirmation but no one seems able to provide that ??
If no engineer arrives, think I’m leaving Virgin for good. Far too stressful to deal with.
The issue is because of the period where there is no connection. The system 'reads' there is a disconnection but because of the delay it doesn't see the new account as being active and this triggers the request.
To resolve this if you can pop back to me on a PM with:
The account holders name if this is not you.
The old address in full
The new address in full
I can then speak to our asset recovery teams for you to make sure they are not chasing for this.
Yes, thanks to you the matter was resolved quickly and satisfactorily. I gave all the equipment to the engineer who came and installed my new equipment yesterday.
My problem now is that having opted to have an engineer installation, I find I have a TIVO box in the sitting room and one in the bedroom but they don’t communicate with each other.
Surely that’s part of what you pay for when you opt to have an engineer installation. I didn't check whilst he was here because I assumed that would be automatic ... why would you have two boxes if they are standalone and you can’t pick up from one to the other or see recordings on both as advertised?
The engineer does not normally set up secondary functional extras such as streaming from box to box, setting up Netflx, syncing your You Tube account etc, these are all functions we expect our customers to set up so they can embed their favourites in the options
Here's the help article on how to get the streaming set up.