im not getting anywhere with virgin media customer services and in the last 5 days or so ive been told 4 different things by 4 different people, im not really sure who is right in this situation as it seems no one really knows, i appreciate your time reading this.
The backstory is the service i receive at my house right now was originally set up by my dad years and years ago and in 2022 he passed away so by default i swapped it all over to my mums name through the bereavement team(nightmare process too).. fast forward to now, the account is now out of contract and for the last however long we have been paying super inflated out of contract monthly payments. We recently decided we was going to get back into contract with a completely different package but set it up in my name as i am the one who pays it. I ordered the self install kit for 1gig internet 45/m and it was scheduled to arrive 13/04/24.. from here i have been told 4 different things and im not sure who to believe so im seeking answers.
Person 1 - i rung virgin media customer services on 12/04/24 (the day before the kit should be delivered) just to make sure what i have in mind will work (receive self install kit, set it up and cancel the current account), he told me this would be completely fine and said he put a note on the account explaining what was going to be happening.
Person 2 - i wrote another post on here and was speaking in private message with one of the forum staff who told me person 1 was wrong with this information and the self install kit wasnt sent out because i had to ring up and cancel the account first and while the account was in its cancellation period then he would get a self install kit fast tracked to me to set up in this period in my name.
Person 3 - i rung up virgin media customer services again to now cancel my account so i could proceed with person 2 process, i was informed by person 3 that person 2 was wrong with this information and it doesnt go by name anymore but it goes by the house itself and if i was to cancel the current account then i would have to wait 90 days to set it up in ANY name.. Person 3 has told me to i need to wait 30 days for something on my account to be terminated and then to ring back to try and get a better deal and made me aware that it might not even be cheaper.. so this person 3 has finessed me into paying another month and play the waiting game
Person 4 - This wasnt really a person but i was reading through other forum posts of similar situations and there are many forum staff commenting on these posts saying all different kinds of information, some say this is all possible.. some say you need to wait 30 days, some say you need to wait 90 days but you can set it back up instantly in someone elses name, ive even seen some say go to another provider and come back later on as a new customer.
sorry for the wall of text but i am really not sure where to go from here, i want to stay with virgin media just for the ease of things but im on the verge of just going to plusnet or sky and forgetting about virgin media all together.
the main outcome i want is my current account completely cancelled and a new one set up in my name with a broadband only package ideally 1gig.. im not sure why its such a mess at virgin media, it seems no one really knows what the process is.
Thank you for you time.
