Forum Discussion

Brandon04's avatar
Brandon04
Just joined
16 days ago

House Move

So my mother has had us with virgin for quite a while now, we moved home in March 2025.

We applied in march to have our broadband moved over, someone was sent out by virgin to carry out some work to complete the switch.

They came out & fitted an outlet but no wires connecting it (no service/power) since then we have had several and I mean SEVERAL missed appointments from May up until now, almost every day to no avail, no one has turned up to complete the job.


So today we wanted to cancel our contract as clearly it’s not being stuck to from your end.     But apparently we would owe £900 to cancel, why should we pay to cancel if you can’t even supply what WE PAY FOR?

We Also have £180 Account Credit but apparently there is an outstanding balance of £90, that would be incorrect.

 

If anything you owe us the £900 to cancel, because as far as I know every appointment missed is £31 & every day gone without is £10/£11..

As a normal person would do, we’ve been on phone calls, numerous live chats & then today a 2 HOUR LIVE CHAT, only to end it without helping.

And I used to think BT Broadband was bad LOL Think again 

1 Reply

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    13 days ago

    Hello Brandon04,

    Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your account at the moment. 

    We're not able to locate the account from your forum details, please can you confirm if you've had any further updates since you last posted as it has been a few days? 

    You can also find about Automatic Compensation here. 

    Kind Regards,

    Steven_L