Ordered full Virgin media package; phone, 200MBs, movies, sports the lot, over one month ago.
Had site visit, all ok. Virgin bringing over my tel no and cancelling my BT Infinity Broadband from BT.
Installation for today but 7.30 pm last night, text from Virgin, cancelling my installation. Now in set for 2 weeks time.
BT cancelling my broadband and phoneline today! They will not put a stop to cancellation, as "Virgin order on their system". Will not accept my request to STOP, say has to come from Virgin today, or my services will be cancelled today. Once cancelled will take two weeks for re-connnection. "Ask Virgin to contact us to STOP order of cancellation".
Spoke to Virgin ; Policy is ; "We dont speak to other service providers , can only send electronic message which they will get tomorrow!!".
Spent three hours on this already but Virgin will not help.. Pulling my hair out. Son doing GCSES, I'm a doctor and patients call at home etc. Can anyone help!!!! No one in Virgin seems to be able to stop cancellation today and they will not help, even though this is their mess!
The likelihood is that VM have found a problem with the drop cable under the street & it will need replacing, which is an external contractor job.
What I find worrying is that you have not only cancelled your BT Broadband, but also your BT phone line. Once you put a cancellation notice in, you cannot transfer your number to another provider, even if you have made arrangements with them to transfer. Line transfers & cancellations must only be handled by the new provider.
It is also advisable to overlap services so you run both for a while, as issues with cabling, & particularly blocked ducts can delay installs by several months while the required permits are issued.
Cable customer since 1993. Services: FH TV, Sky Sports & Movies (2xV6), Talk Anytime Phone, VIVID 350, Virgin PAYG Mobile
I have only done what was advised by Virgin. The issue is the orders on BT system are from Virgin, which they need to cancel it seems, but will not do so in a timely manner. Virgin left this till the last minute, and now will not respond to put a stop to their orders to BT they generated.
Update Spent 4 hours and finally persuaded BT to reinstate my broadband and keep my phone line.
1 pm- phone call from VM installer outside my house, doing cable work, never cancelled as far as he was concerned, no need to dig up neighbours garden, as VM told me last night, simply sorted cabling, but no install as I wasn't home.
Called VM they can't understand why it was cancelled, or why they were told "the landlord had refused digging"
Feel like throwing up, is this madness what I should expect from VM? I give up!!
I am so very sorry to hear the worry we've caused you regarding the installation of the services. This is not the ideal start we'd like for you.
I just wanted to pop by and see how things are today? I can see that you've been in touch and that things are moving forward now. I'm here to help so if you have any further queries or need anything else, please don't hesitate to ask.
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In fact I got a call at 09:51 hrs, this morning, to say the installation technician was outside my house ready to do install. Only problem is no one had told me they were coming so I was at work. I was able to speak to them and explain I hadn't been notified they were coming (in fact yesterday at 16:53 hrs I got a call confirming the install was on 31st May). The man I spoke to agreed that they will return at 1.30 pm, so I have returned home (rearranging my appointments for this afternoon), hoping they will return. They took my mobile. Don't want to sound too pessimistic, but part of me is concerned that they may not return (it's only 1.46pm though), and I will be left hanging again.
I am grateful as it seems there is now an effort to get this sorted, but really all I am interested in is sorting out my problem.
If you are able to confirm they will return this afternoon, that will be very helpful? I would have left my mobile here, but its a public site. If you have it, feel free to ring me at home, or send me a private email, if you want my number. Alternatively you can respond on this site, which I will keep open.