Forum Discussion

MarkW60's avatar
MarkW60
Joining in
8 days ago

Reinstating services after a house fire

Following a house fire in April last year, we have been in temporary accommodation and not using any of my Virgin package (no power at home). I'm returning at last next week and need to alter my package. I had a second set top box which was destroyed in the fire - I don't wish to replace this so need the cost to come off my bill. I had two range extenders, one of which is fire damaged so I need a replacement. One of my landline phones was also destroyed - having not used a landline for nearly a year I would like to remove this from my package as well. It is impossible to try and explain this via the BOT chat system so can somebody contact me please?

  • Carley_S's avatar
    Carley_S
    Forum Team
    8 days ago

    Hi MarkW60 

    Welcome to the Community Forums. 

    So sorry to hear of your house fire. I hope everyone is okay and only material and replaceable things lost. 

    Have you moved back into your home yet, or are you still waiting to return? 

    We can see what we're able to do on our side, but it might be that you need to speak directly with the mover's team like you would've done to sort out any contract/package pauses whilst you were in temporary accommodation. For now, let's at least take a look at the account, and from there, we'll know more on how we can support you. 

    Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down.

  • MarkW60's avatar
    MarkW60
    Joining in
    7 days ago

    Hi, please send me the memorable word questions and we can start.

    We are moving back in next week after nearly a year in a temporary accommodation flat. At home now the power is restored the router has come to life and I have wi-fi, but the 360 box is completely dead.

    I need to discuss my contract/package anyway - current contract ends mid May. 

  • MarkW60's avatar
    MarkW60
    Joining in
    7 days ago

    Oh, with the fire nobody was hurt, it just material stuff to sort out with insurance and my virgin kit with yourselves