Forum Discussion

Anonymous's avatar
Anonymous
2 years ago
Solved

Phone disconnected by Virgin

Entered into a 30 day notice period on 30/10/23,immediately the phone was disconnected.Reported the issue to Virgin after spending hours on mobile and spending all my credit.Engineer turned up today 7/11/23,spent ten minutes attempting to fix but was unable to do so.Our contract ends on 29/11/23 so for the next three weeks we are without landline.Engineer says it’s a tech issue and is impossible to fix!.So much for technology.I’m expecting a huge refund from Virgin,the question is will I get it?.

 

  • goslow's avatar
    goslow
    2 years ago

    Suggest you keep very detailed records on all of this VM bungling. In addition to your own issue, I have noted 7 other recent topics on here where VM has disconnected services (typically the phone line) immediately instead of providing them during the 30 day cancellation window.

    If VM is going to cancel a service on you, VM has to give you 30 days notice of the cancellation. In the meantime you have a total loss of service of your phone so you should be eligible for compensation under the automatic compensation scheme IMO

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

    until such time as your phone is restored.

    In all likelihood VM will try to dodge any responsibility for this mistake so you will very likely have to go to arbitration to get a suitable pay-out.

  • Robert_P's avatar
    Robert_P
    Forum Team
    2 years ago

    Hello Oldmanriver

     

    We're really sorry to hear your landline has been cut off prior to your actual disconnection, we understand the frustration.

     

    What did the technician advise during the visit? You mentioned he advised it was a tech issue, did they advise of the next steps or who they would raise it to?

     

    In regards to a refund, we would cover the cost of the landline service for the time you have been without it till the end date of your contract if we aren't able to reconnect it prior to that date.

     

    Rob

    • Anonymous's avatar
      Anonymous
      2 years ago

      Thanks for the reply,technician simply stated that due to the complication of the system he was unable to re connect,he tried connecting to the router without success,then suggested we go into a new contract under a different name ie Mr. Instead of Mrs.Wev’e since been in touch with the Virgin ‘virtual assistant’ and they have offered us £10 compensation which has not been accepted as this is not in line with the automatic compensation rates.Phone has now been off for 8 days and according to the technician will be off until 29/11/23 which is our contract end date so we will have been off for all of the 30 days.Hope this is what you need.

      • Ilyas_Y's avatar
        Ilyas_Y
        Forum Team (Retired)
        2 years ago

        Thanks for the update Anonymous. 👋🏼

        I'm sorry to hear about the poor experience you've had so far and that the service is not back. 😞
        You may wish to speak with my colleague privately in the private message he has sent and see if there's anything he can do to assist.

        Kind regards,
        Ilyas.

  • goslow's avatar
    goslow
    Alessandro Volta
    2 years ago

    Suggest you keep very detailed records on all of this VM bungling. In addition to your own issue, I have noted 7 other recent topics on here where VM has disconnected services (typically the phone line) immediately instead of providing them during the 30 day cancellation window.

    If VM is going to cancel a service on you, VM has to give you 30 days notice of the cancellation. In the meantime you have a total loss of service of your phone so you should be eligible for compensation under the automatic compensation scheme IMO

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

    until such time as your phone is restored.

    In all likelihood VM will try to dodge any responsibility for this mistake so you will very likely have to go to arbitration to get a suitable pay-out.

    • Anonymous's avatar
      Anonymous
      2 years ago

      Thanks for all the info,will keep a record of what’s going on,also try and contact Virgin today and discuss the fiasco with the technician.

      thanks.

      • goslow's avatar
        goslow
        Alessandro Volta
        2 years ago

        Is the missing phone number, on the cancelled line, one which you were hoping to port to another provider after VM?

        If your phone line has been disconnected, and VM is not the range holder of the phone number, it is likely you will be in a race against time to restore the connection and recover the number to avoid the number being lost to you.