Paul
Because I’m retired I wanted to reduce the cost of my broadband, tv, phone etc so, as I do not need the speeds offered by VMs broadband I decided to move somewhere cheaper. I arranged with my new supplier to switch on 27th January, when my contract with Virgin ends. I did not ask to terminate my contract early.
Virgin just terminated all my services on 9th December without telling me so I phoned customer services who told me that they would request a reconnection and it would take 3 days. Over the next two weeks I contacted customer services 5 times and on each occasion I was told that they would raise a reconnection request, nothing happened so I think that customer services were lying to me and just putting me off without resolving the problem. One of the issues is that my wife and I are both 77 years old and, without a home network we have been unable to regulate the heating in our home, this is not helping my wife’s arthritis.
Finally, just before Christmas, I sent a registered letter of complaint to the complaints department and ca copy to Virgin’s CEO. To date, I have not received a reply from either of them.
Virgin’s website states that they will respond to letters within 48 Hours.
The only contact from Virgin is a request to pay an outstanding early termination charge. I restate, I did not ask to leave early, this was all Virgin’s mistake. Instead of me paying them for “leaving early” they should have been compensating us for the loss of our services up to 27th January.
We feel very badly let down By Virgin who we have been with for over 10 years. What a shabb y way to treat loyal customers.