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MrMinty's avatar
MrMinty
Joining in
3 days ago

Correct address, installation and proposal

I have recently moved into a new rented accomodation, I have a virgin contract and wanted to take it with me. 

Unfortunately my new address has been entered incorrectly on my account it states 12 (my neighbour) when I am 12A 

And engineer came to look at installation but could not do anything due to the address being wrong. I have contacted the virgin helpline multiple times and been assured they will correct the address issue but on follow up calls they have said there is a note on the account but nothing has changed, I also require an installation proposal for my new landlord, a survey team was supposed to come today but I was told after the window of their arrival passed that they cannot attend because the address is still incorrect! 

I was then passed between three different assistants because as soon as they said they were about to deal with the issue my call was instantly transferred to someone else and they couldn't send me back!

What's worse is that's my neighbours in 12 already have Virgin media, the cable is there, it just needs to be split pass over a door and put through a pre existing hole into my flat. It should be an incredibly easy survey and an even easier installation but it has been two weeks now of just going around and around in circles and it's driving me mad, 

Can someone please help?

1 Reply

  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum Team
    6 hours ago

    Thanks for reaching out to us MrMinty, and a very warm welcome to our Community Forums!

    Sorry to hear of the issues experienced when trying to get the services installed at your property, with an issue in regards to the postal address being the main obstacle.

    Check out the envelope in the top right hand corner for a private message from me, and I can take a closer look into this matter for you.

    Thanks,

    David_Bn