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Scottbrodie's avatar
Scottbrodie
Joining in
11 months ago

Customer service - House move

Virgin media, you have made my life a living hell! And I can't seem to get to the bottom of the issue. You computer system is flawed. And your customer service team only make matters worse. 

 

I had enquired about a house move from property A to property B they sent me the next bill which was due to be £132. Once I saw this was the case I called back up and cancelled the house move. I also spoke to another employee that also confirmed this was not going to happen and the services would remain at property A

 

Unfortunately disconnection happened and I was left to pick up the pieces. I spoke to staff that day and I was constantly transferred between teams and managers before getting no where. I spent 4 hours plus on that day alone. 

 

So on that day I tried plugging in the router at both property A and B. And my router worked at neither. Your employees told me I had "no equipment registered to my account and they're not sure how I even have a contract". I was transferred from team to team, no one could tell me what was going on. I needed the internet running that day for work and the guy said the only way to do it was to connect it at property B. I explained this wasn't what I wanted but I went ahead as I needed it for work. 

 

Then I proceeded to call to cancel my contract and for disconnection of the service may 27th. I once again I called again to confirm with a second employee that this would infact end on 27th may he confirmed this. 

 

Here we are 28th may and my internet has not been disconnected.  

 

So here we are on the 27th may and I have called to discuss why I haven't been disconnected. They said that I haven't cancelled my contract. So I proceeded to cancel my contract and my final bill is 

 

£774.00

 

When I called to cancel this originally I was within the 14 day period. But now after your mistakes I'm left with no help. 

 

I spent 2 hours on the phone today and for what? A £774 bill

 

The funny thing is I'm moving to property C 

 

Virgin you have 7 days to respond and get the issue resolved or I will have to involve ofcom

 

 

[MOD EDIT: Subject title changed for clarity]

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  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    11 months ago

    Hi Scottbrodie 👋.

    Thanks for reaching out to us and welcome to the Community Forums, apologies for the issues that you have had with your house move. I assure you this is not the type of service we aim to provide, so that we can assist you, we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
     

    Thanks.
     

    Sabrina