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CBee23's avatar
CBee23
Tuning in
2 months ago

Wish to pause broadband and TV but keep phone and have a call divert

Hi

We’re moving out of our home while it is renovated and our temporary house doesn’t have virgin media services available.

We tried phoning twice now to discuss pausing our TV and broadband and keeping the phone line but having a call divert to a mobile number.  Both calls were over three hours long, the first ended after being passed around and eventually being told they couldn’t help and couldn’t pass us on to someone who could.

The second call we spoke to someone who was very helpful and paused the TV and broadband.  He then transferred us to someone to help with the call divert who cancelled what the first guy had done as he said the call divert automatically cancelled the pause.  He then transferred us back to someone who said we couldn’t do a pause.

Our combined package costs £172 a month and we aren’t going to pay for that while we are not living there and Virgin Media don’t want to help.

Does anyone know if a pause to TV and broadband only while keeping the landline is possible?  And what is the monthly cost?  Also are call diverts possible?

The customer service has been shockingly bad, we like the Virgin services but seriously wonder if it’s worth the high cost when the company don’t care about customers.

Thanks

6 Replies

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  • Buffer6's avatar
    Buffer6
    Legend
    2 months ago

    I'm sorry to hear about the challenges you've faced with Virgin Media's customer service while trying to adjust your services during your home renovation. Based on the information available, here's what I can advise:

    Pausing TV and Broadband Services While Retaining the Phone Line

    Virgin Media does not typically offer a formal "pause" option for services. However, customers have reported success in downgrading or temporarily suspending certain services. The feasibility of this largely depends on your current contract terms and Virgin Media's policies at the time of your request. It's essential to communicate your specific needs clearly to their customer service department to explore possible solutions.

    Call Divert Feature

    Virgin Media offers a Call Divert (also known as Call Forwarding) feature, allowing you to redirect incoming calls from your landline to another number, such as a mobile phone. This feature costs £2.25 per month. citeturn0search4

    To set up Call Divert:

    1. Determine Your Area Colour: Dial 1765 from your Virgin Media landline to find out your area colour (Red, Green, Blue, Yellow, or Purple), then hang up.
    2. Activate Call Divert:
      • For Green, Blue, Yellow, or Purple areas:
        • Dial 21 and wait for a tone.
        • Enter the full phone number you're diverting to, followed by #.
        • Listen for a confirmation tone.
      • For Red areas:
        • Dial *70 and wait for a tone.
        • Enter the full phone number you're diverting to.
        • Listen for a confirmation tone.

    Please note, activating Call Divert may disable Free Voicemail services. citeturn0search1

    Recommendations

    1. Contact Virgin Media Customer Service: Reach out to discuss the possibility of temporarily suspending your TV and broadband services while retaining the phone line with Call Divert. Clearly explain your situation and desired outcome.
    2. Document Communications: Keep detailed records of all interactions with Virgin Media, including dates, times, and the names of representatives spoken to. This documentation can be valuable if disputes arise.
    3. Explore Alternative Solutions: If Virgin Media cannot accommodate your request, consider other options, such as:
      • Temporarily transferring your landline number to a mobile service.
      • Utilizing a third-party call forwarding service.
    4. Review Contract Terms: Examine your current contract for any clauses related to service modifications or temporary suspensions. Understanding your contractual rights can aid in negotiations.
    5. Consider Formal Complaints: If you continue to experience unhelpful customer service, consider filing a formal complaint with Virgin Media or seeking guidance from consumer protection organizations.

    I hope this information assists you in navigating your service adjustments during your home renovation.

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

    Hi CBee23

    Welcome to the Community Forums.

    I'm sorry to hear you had such a poor experience when speaking with our team over the phone. To clarify, we are not able to offer subscription pauses. We can only change your package and disconnect part/all of your services. I am sorry if you were advised differently as I'm afraid this is incorrect.

    If the service will not be used, but you do not wish to cancel, I'd advise to see if changing your package to a very basic service helps reduce the monthly price.

    I'm afraid that we are unable to assist with package changes from here, but if you do decide that you want to cancel the service, let us know and we can process this for you via PM. 

    • CBee23's avatar
      CBee23
      Tuning in
      2 months ago

      Thanks Beth, what you describe is what we have been trying to do on the phone for over 6 hours.  We only want to retain the phone line.  We can cancel the broadband and TV as we’re outside the minimum period.  We can then restart when we move back in.

      Please could I send you a PM?

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

        As this would be classed as a package change and not a disconnection you would need to speak to the team in regards to this, CBee23. You can give the team a call on 150 from a Virgin Media landline or 0345 454 1111 option 1, option 4 then option 4 this will get you through to the contracts team who will be able to look into this further for you. 

         

        We also have these contact methods available.