Forum Discussion

blay's avatar
blay
Joining in
20 days ago

Issue with Moving service

Hi,

We have had misinformation told by Virgin Media ahead of a home move. This includes the service checker (service checker screenshot attached) and agents.

We signed up for a renewal last month on the basis that our new property was serviceable. We are now told as of 24/01 by the moving team it's not. One agent said we can cancel our account. However, the moving team we spoke to afterwards said an engineer needs to check if it because only some properties are on the street but no others.

I agreed to book a visit on the 7th February to check this and was assured It was booked, and I would get an email confirmation, but it's been half hour and nothing.

I feel like Virgin Media lied to me and my partner to renew our contract on the basis that our new home was eligible when in fact it isn't. On top of that the service to get in touch with someone who understands is not up to scratch.

Can someone please help us get this resolved confirm what information is true.

 

 

[IMAGE REMOVED] due to personal or private information displayed

  • blay's avatar
    blay
    Joining in

    Thank you Lee I responded to the message. Hoping to hear back soon. We need Internet in our new property by the 18/02 for work 

     

  • HI blay thanks for posting and welcome to our community.

    Sorry to hear that you've had a poor experience with arranging your move and transfer. So that I can take a look on your behalf, I'm going to send you a private message. Please keep an eye on your inbox in the top right.

    Regards

    Lee_R