Forum Discussion

DSAVAGE92's avatar
DSAVAGE92
Joining in
5 months ago

Awful experience changing homes

I’ve had an awful experience changing my package to my mums house the last few days. When first enquiring about changing my package to my mums address (nothing concrete with no move in date) over WhatsApp, the Virgin advisor took it upon themselves to completely transfer my package over for the 4th, putting me on a new 18 month higher payment contract without informing me, then cancelled my mums account without even speaking to her, her only being informed when receiving a “sorry to see you go” email. 

they then cut my mums phone off on the 3rd October! My mum is elderly and relies on her home landline to pay bills and arrange appointments. My services then were transferred over on the 4th October and I connected all my equipment.

i had previously requested to keep my mum’s landline number and was informed that this request was completed and would be emailed to confirm within the next 48 hours. I have since contacted the what’s app team again to ask how far along this request is and they didn’t even acknowledge any of this work had been done!!! Awful customer service all around and a terrible, stressful and time wasting experiences over the last week.

  • Molly_T's avatar
    Molly_T
    Forum Team
    5 months ago

    Hi Dsavage92 👋  Welcome to the community forum! Thanks for posting. 

    So sorry to hear about your recent experience with our services, and trying to get support with these issues from the changes! This sounds less than Ideal! Our sincerest apologies that this has happened. 

    Landline service changes can take 24 hours to complete so it sounds like the landline service may have been stopped 24 hours ahead of any new services being installed. That being said, there should have been contact made to the account holder at the address (your Mum) ahead of any services being cancelled, for new ones to install. 

    We'd need to take a closer look at the account so we can see where things currently are, and offer further support. (We can also help raise a complaint so there's a formal record of your feedback and we can discuss any resolution you would be looking for.)

    We will just need to send you a PM to confirm a few account details so we can arrange this for you.

    I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

    Wishing you all the best. 🌞