Forum Discussion

Grimpeeper666's avatar
Grimpeeper666
On our wavelength
6 months ago

Left virgin media, but they failed to disconnect - I need to make a formal complaint

I need to make a formal complaint to VM.

I have moved house, my old house has a new tenant, and they can't get a new connection to VM because there is an active line on the house.

We phoned to disconnect the moment we got our new house keys, and gave a disconnection date of 20th July. Because we've moved to an area with no Virgin Media, we had to go through the process of proving where we were moving to, which has been completed and they've confirmed receiving it. 

20th July has come and gone, we were told that we would receive the box to return the equipment on 30th July. That came and went yesterday. 

My friends contacted me to get a new line put in, they can't because there is an active line. I have just called VM and they confirmed that they forgot to cancel the line on the 20th July and that they would cancel it tomorrow, and that I'd have to pay the extra 12 days!! 

This can not be legal, I shouldn't be paying the extra 12 days because they screwed up, she even told me on the phone that they can see the disconnection date of the 20th and that VM just forgot to disconnect it.

So my friends can't create a new account because of this, and I am getting billed for the extra days despite giving notice. 

Who can I make a formal complaint to?

Regards

Spencer

cancelvm
complaint
uselessCS
  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    6 months ago

    Hey Grimpeeper666, thank you for reaching out and I am so sorry to hear about this.

    I can see you are actually talking to my colleague who is looking into this for you. 

    I can see this was on another channel if you reach back out to his response we will look into this for you. 

  • Grimpeeper666's avatar
    Grimpeeper666
    On our wavelength
    6 months ago

    OK So this has now been resolved. We have a credit for the entire month (which I have had to negotiate) And the tenants whom have taken over, when they call on Friday, will get £50 credit on her account as she has now been delayed in being able to order their VM installation. 

    Thanks to the person who dealt with the complaint, I appreciate their effort as the phone lines customer services are appalling. however I will still be contacting Ofcom as it really didn't need to get this far.

    • David_Bn's avatar
      David_Bn
      Forum Team
      6 months ago

      Thanks for the update Grimpeeper666 and pleased to hear that this has been resolved.

      Do please liaise with the member of our team who has assisted you for any further assistance required from Virgin Media on this matter

      Thanks,

      David_Bn