Problems with ordering virgin

Hi duckyfamily25,

Thank you for your post and welcome to our community.

I'm sorry to hear you're having some issues setting up an account, and that the team have been unable to resolve this. 

I'd be happy to check the status of the account for you. 

If there is an active account at the property, we do have to follow the correct process to get this closed before we can register a new account holder and installation etc.

Once that's done, you may then need to order again online, however I'll know more once I've taken a closer look 😊

I'll send you a private message now,

Please look out for the envelope in the top right of the page and pop back to me when you can. 

I replied yesterday and I'm still none the wiser as to what is happening here.

I attempted a phone call using relay and the male I spoke to was absolutely awful acting as though I wasn't even there , audibly huffing and puffing at the fact it was a relay call I gave up in the end.

I cannot believe a company as large as virgin treats those with disabilities so badly. 

If this isn't resolved today I am just going to cancel and go elsewhere! 

And i will be sharing how atrociously i have been treated and how my disabilities have been ignored and treated as an inconvenience.

I absolutely need internet to be able to communicate with my carers, and am fed up with being  passed from pillar to post with still no idea what is going on... I was told on online chat Monday the gone away raised would be sorted out by now, but still nothing from virgin... disgusting...

This is becoming very frustrating now,  the gone away process was started Monday and I have heard nothing since, when I was told when it was initiated (online chat) It would be resolved in 48 hours. (I have saved the chat transcript) but have heard nothing since even though I was promised an email.

I have told numerous people I cannot do phone calls due to disability and still am being told to phone pre install team by every virgin employee i speak to.. virgins accessibility is actually awful and no it makes no difference if they phone me because I cannot speak on the phone due to my disability and as already stated the relay call i attempted was disastrous the man was rude and awful and it was humiliating and belittling.

I have sent whatsapp messages which remain unanswered a whole week later.. 

And still i do not know when i can finally expect this to be resolved.

I have raised a complaint with virgin management about this, 

It seems ridiculous to me that virgin have no faster process and no better accessibility options to resolve issues.

And that no matter how many chats or inboxes there are no body will tell me how long the gone away process takes, or take action to speed up and essential broadband order from a disabled person.... 

This is not great for virgin to be seen to be acting this way.... your webpage says accessibility is important to virgin but this clearly isn't true at all...

I'm very sorry to hear your problems in signing up to Virginmedia, but please don't think they are being particularly difficult because of your disability.

It's the same for everyone, when we have to contact the company for any reason.