Forum Discussion

Anonymous's avatar
Anonymous
29 days ago

Yet another customer given a new contract after request a move.

Despite only requesting to move my broadband, Virgin have set up a new 18-month contract on my account. After spending ten seconds researching why Virgin would set up a new contract when I specifically chose the NO, THANKS, JUST MOVE THE BROADBAND PLEASE option, I can see that many, many, many people have voiced this same complaint that the receptive-as-ever Virgin don't seem to have done anything about it.

Can one of you reps get this fixed please. I can't be bothered wasting my life on the phone with your notoriously-awful customer service that will ultimately end the hours-long experience with your reps hanging up on me. I also don't need to hear about how Virgin set up new contracts because they offer the option of amending packages as if that's a good answer. 

Also, if there's any lawyers in here, can you let me know if there would be grounds for litigation for this issue considering it's clearly something that lots of people have complained about. Could you also let me know if I'd have grounds to cancel my 'new' package under the 14 day policy now that Virgin have decided I'm a whole new customer just because I used my years-old Virgin account to press a single button asking to move my years-old Virgin package to a different address? Thanks.

  • Robert_P's avatar
    Robert_P
    Forum Team
    28 days ago

    Hello chungledorth

     

    We're sorry to hear of the contract issues since moving your services to a new property. We're happy to look into this and arrange and changes that may be needed here via the forums.

     

    Just as a precursor and some additional information, the contract would only remain at the same point following a move if no changes were made. This includes the account holder, services and tiers and if any of these are changed or altered it would result in a new contract.

     

    I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.

  • Anonymous's avatar
    Anonymous
    28 days ago

    Any reps want to pick up where Robert left off with the DMs? I’ve provided all my details but it’s been stone silence for a few hours since. Is this the message board equivalent of when the 8th Virgin customer service rep you’ve been passed to ends up hanging up the phone?

  • Anonymous's avatar
    Anonymous
    28 days ago

    Just for the sake of the many future Google searchers who will end up here because Virgin choose to make this process frustratingly obtuse - after sending details over DM and being told they didn’t match (because hey, I’m a new customer now aren’t I!) I’m now being told to go speak in circles with a bot or spend hours on the phone listening to pop music as I get bounced from one person to the next until one of them eventually hangs up on me. ALL BECAUSE I CHOSE THE OPTION TO MOVE HOUSE AND NOT THE ONE TO CHANGE MY PACKAGE. 

    Don’t want people thinking that just because it got moved to private messaging that anything was actually resolved.

    An absolute farce of a company.