Nightmare home move…
Really hoping someone can help us sort out this huge mess.
House move booked in January for February 12th 2025 - setup using old email address, not the communications email address so we had ZERO emails throughout the move. Chat agents have promised seven times it’s been changed and it’s still not right.
Only just been installed this week ago due to a many (many) mistakes, delays, problems - we’ve spent hours on chat and the phone - and now we have a (full) bill come in we cannot access.
Problems we now have:
We can’t access the email address the new account was setup on (and to change it ourselves requires access to that email address).
We cant register for the new account as it’s already setup under an email address we can’t access.
4 months of the contract price has been lost due to the problems/delays with install.
Five delays to install were notified by email - without any reason given so we constantly had to chase to find out what was going on.
We’ve spent £100’s on mobile broadband throughout this whole process.
Was promised compensation as the vast majority of the delays were due to Virgin - yet unsurprisingly got a bill instead. Including the home move fee!
And the worst part? We have a dependent in the house who needed the accessible phone (emergency backup line) - despite making this well know to everyone it made zero difference.
Chat isn’t resolving the issue, calling just ends up offshore with people who promise the world and do nothing. Can someone here please help?
