Extremely slow broadband reactivation

Thanks for your response. Well I have now been without internet since 1st December. I called the call centre again today and was on the phone for another hour. They did all the checks at their side and nothing could be resolved, only to send out another engineer. As this was now deemed urgent, an engineer arrived this evening. Alas, he could not get my internet working either. He informed me that their had been a wider outage on new accounts not having internet activated. So, although I was an existing customer it is as though I am a new one. The engineer phoned his manager while he was here who said my account had been passed through to the IT department, because of “an account issue”. I asked what that means I am none the wiser. So unfortunately I am still in the dark with no idea if my internet will return at all. It seems I have no other option but to try and find another provider asap as I am not able to work as I cannot log in to anything.

The whole situation is just bizarre. I have been a long standing customer. Extremely disappointed to say the least. I will be seeking compensation.

I didn’t see any risk in cancelling? What risks? Didn’t think it would be such a lengthy process to reinstate the broadband if the cabling was already connected. From a monetary point of view I had to cancel as it was going to be far too expensive. The price was due to increase from £54 to £108 per month. I was on the phone for a good hour trying to cancel and the price they could offer me to keep me wasn’t good enough and for a lower speed. After cancelling I then discovered I could broadband from Virgin Media discounted to £15 per month for 6 months then £33 per month so it was a no brainier.

Well they certainly aren’t making it easy to get the broadband back. But realistically, in a cost of living crisis, why on earth should I be paying £108 a month for just broadband? Seems like daylight robbery to me! It was common sense to cancel. I only signed up again after discovering I could have the broadband at a much cheaper price. I have been with Virgin Media as my broadband provider for several years now.

At this stage I have absolutely no idea when I will get internet access. Starting to feel like I won’t and am being penalised by VM for cancelling simply because I couldn’t afford the high costs.

That’s a three year old thread but I never knew that. It was not my intention to cancel simply to rejoin. The price increase wasn’t feasible to retain the services. I went looking for another supplier. I simply noticed that the price was a lot cheaper with VM and as I already still had the kit, it made sense to phone VM to reconnect. When I phoned the sales team, nobody said I couldn’t purchase again or within a specific timeframe. I’ve phoned the call centre at least three times, nearly an hour on the phone each time. If it was the case that I could not sign up again, surely I would have been told. Two engineers have been to my house also and not said anything. And like I said, the member of staff in the sales team didn’t say anything.

I just want a straight answer from Virgin themselves instead of wondering and waiting and having to resort to posting on here. If I had to wait for a fixed period then I should have been told in the first instance, then I would have known I would have no service. I have already been billed for charges of £54 yet it is currently a non-existent service. I had no idea that I would have to wait for a fixed period if this is the case. I should have been told by now.