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SThomas1's avatar
SThomas1
Joining in
2 months ago

Someone signing up in flat cancelled my services while I was still in contract with no warning

As title suggests, out of the blue I got a text message saying sorry you are leaving VM on Friday, while I was at a festival with barely enough signal to send a text,let alone ring CS or go through the web chat. Got through on webchat today and was told that the disconnection was due to someone else starting the process of getting an account in the flat. They also said that they called me about this, but I didn't have any missed calls or emails about it! I assume this is due to the next tenants moving in next month. Bear in mind my contract runs until the end of July... Apologies for the rant, but I came back tired from a festival to this nightmare and I've got work tomorrow morning where I work from home!

I've put in a formal complaint but god knows if this will get me anywhere. I was also told that it takes 48 to 72 hours to reconnect me, for a mistake on VM's part! How is this acceptable at all! I requested an expedited reconnection but god knows what will happen.

Does anyone have experience of this or know how I can actually get this expedited? I asked for email Comms on what was happening but this obviously hasn't happened, as VM seems to not be able to talk to any of their own teams.

 

TIA

cancellation
complaint
contract
Disconnected error

2 Replies

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    2 months ago

    Hi SThomas1 

    Thanks for posting and welcome to the community.

    Sorry to hear of this.

    I'll send you a PM now to assist further.

  • SThomas1's avatar
    SThomas1
    Joining in
    2 months ago

    As an update on this, I have got nowhere with the team at Virgin Media and despite asking for this to be escalated I have not had any contact from the exceptions team. We contacted the new tenants who will be moving in come July and they said that they only enquired about services, and did not sign up for anything. How this has led to our account being closed and services disconnected I do not know. VM have admitted fault to the new tenants though. If anyone can let me know when we can expect this issue to be rectified I would be very appreciative as we have had no help so far.