Really struggling getting anyone to understand me from VM so much so that i have called at least 12 times live chat 5 times and still they keep getting things wrong so much so that i have written to the ombudsman for advice. 25plus years with VM and am fed up. What should have been a simple home move has been horrific and so stressful
If you want to outline what the problem is, you might get some help on here.
I called VM on the 26th Jan to inform them i was moving home and wished to take service with me the woman said they would end my service one day and install the next day i received a message asking me to check and see what cables i had this was via some app. I called VM to inform them i had not yet moved and had no way of knowing what cables etc were there. The person then said they would send an engineers out to check could i be at that address i said no it is private property until money changes hands and it becomes mine on the date i gave you for moving. The person could not grasp this and kept insisting i go there for an engineer. In between this im explaining that i have hearing disability and struggle with the background noise. 8 calls later im still getting no place and tell them to cancel my contract on the moving date and not to bother with new services.. During all of this i ask one person i spoke with to put me through to complaints he says no . you have to tell me the complaint ! I asked for a manager he refused.. I go onto live chat explain it all the person puts me through to another person and i have to explain it all AGAIN. so i place a complaint someone calls me days later says they will send an engineer out , back to square one, luckily engineer called me and he could understand me ! He sorted everything in 15 minutes by going onto goggle earth and seeing that box and cable was there. Problem solved you would think ?No today i get an email telling me they are sorry and realise they havent disconnected my service and will do so in 24 hours ! Had to call VM and explain woman goes away comes back and says no we wont disconnect until March 15th, but how can you trust anything they say. I doubt very much that i will be able to get anywhere with a complaint when no one understands me, or pretends not to ?
You do know there are other providers of Internet other than Virgin Media?
Have you moved yet or is 15 March your home moving day when you want your services switched over?
A VM person will reply here, usually within a few days from your first post, and may offer to clarify the details for you.
Surely you won't do a house move without at least one viewing? Go back there and ask the owner if they are VM customers and, if so, where's the wall socket. If they are not VM customers see if you can find the socket, it's usually directly opposite a box on the outside of the exterior wall that's coloured grey or brown.
Have now cancelled VM even that was a mission ! Thanks to those who genuinely helped.
Hello ejean9.
Thanks for your update, we're sorr to hear about the difficulties you've had with your house move.
If we can help with anything else please let us know.
Gareth_L
