Forum Discussion

Jr6399's avatar
Jr6399
Tuning in
2 years ago

Disconnected early

Arranged with Virgin to be disconnected on 2nd April, woken up today to broadband and tv having been turned off, technical support no help, said I was told the wrong information when cancelling and there was no way it would be turned back on as it was an automatic thing and the advisor didn’t amend the dates when I cancelled my account. 

 

24 hours to be contacted back and an additional 24-48 for it to be turned back on

Virgin don’t care that internet needed for home working and said it’s my problem that there would be loss of earnings.

 

How is this acceptable that they are at fault yet I have to suffer? 

6 Replies

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    2 years ago

    Hi Jr6399 

    Thanks for posting and welcome to the community.

    Sorry to hear of the disconnection dispute. 

    Whilst we do accept a reasonable amount of home workings, it should be primarily used for residential only purposes.

    I'll send you a PM now to see if we can do anything.

  • Jr6399's avatar
    Jr6399
    Tuning in
    2 years ago

    All sorted by John! Amazing customer service and problem was resolved in a matter of minutes! 10/10 

      • Jr6399's avatar
        Jr6399
        Tuning in
        2 years ago

        Yes, I raised a complaint on the phone which was not actioned and wouldn’t be for 24-48hrs 

        John above private messaged me and sorted the matter in under an hour and got me Reconnected 

  • Lee_R's avatar
    Lee_R
    Icon for Forum Team rankForum Team
    2 years ago

    Hi Jr6399 thanks for the feedback regarding John.

    We'll get that passed on to his manager.

    Regards

    Lee_R