Forum Discussion

Clairep1's avatar
Clairep1
Joining in
2 years ago

House move

I’m having an absolute nightmare with moving house! I informed Virgin on the 23rd February re my move on the 15th March.

they have left me with no services whatsoever, I have to call every day, they don’t call back as promised, and it is all getting very silly.

it seems that the previous owner is porting her number from virgin to a new supplier, Virgin have delayed this process and have refused to disconnect her line in MY house. As a result they will not book an engineer to install my services.

i told them that I have a vulnerable child who I have to call ambulances for, that the signal in the house was poor on my mobile etc and that I needed my services as a matter of urgency. I was told that a manager had said it didn’t make any difference!

I have sent an official complaint that was supposed to be acknowledged within 48 hours and it is still not being acknowledged 4 days later 

I am at my wits end and have no idea what to do and am sick of getting through to different people in a call centre 

6 Replies

  • Hi Clairep1 👋.

    Thanks for reaching out to us and welcome to the Community Forums. Apologies for the issues that you are having with bringing your services to your new home. Unfortunately, any issues that are persisting with your house move will have to be direct contact with them, we cannot resolve house move related issues due to their processes and procedures. I do apologise that the situation is not ideal for yourself and would advise that you also notify them of your child so that they can update the account accordingly. 

    📞 0345 454 1111, option 1, 4, 3.

    Thanks.

    • Clairep1's avatar
      Clairep1
      Joining in

      I did notify them regarding my child. They said it didn’t matter. They do not reply to complaints and there is no follow up from any phone calls I have with them. I am stuck 

      • Sabrina_B's avatar
        Sabrina_B
        Icon for Forum Team rankForum Team

        Please can you join me in a private message so that we can get some details from you to update your account.


        Sabrina