Forum Discussion

alw1's avatar
alw1
Joining in
4 months ago

Breach of GDPR

I have spent 3 hours on 3 separate occasions trying to fix someone else’s mistake and still no closer to being resolved! 
We are moving house in the next few weeks and were originally given last Friday as a move in date so the person moving into our property did a flex cancellation and someone from Virgin has changed my account into someone else’s name! Had countless emails and texts addressed to a different person and when I’ve called they’ve said I can’t do anything as I’m not the account holder! I can’t understand how I can hold an account since December 2023 to then be told it’s now under a different persons name with my email, phone number and bank details! Huge GDPR breach by Virgin and every time I speak to an operator they don’t seem to understand the issue! Absolutely disgusting why should I be spending hours of my time trying to fix someone else’s mistake! 
Then to be told on 3 separate occasions they will reactivate the broadband, been off now since Thursday 24th October with no sign of coming back! 
Partner has had to pay £25 for data just so I can hotspot to his phone to post this! Absolutely disgusting what am I paying monthly for to not even be able to access my account and use what I’m paying for! 
What makes matters worse I’ve now had an email with a £171 charge for an early cancellation fee for something we haven’t even done! And an email about posting my old equipment back! 
Honestly would love to find someone who actually cared and would be able to resolve my issue instead of cutting the phone call off every time I get passed onto a different team! Virgin do not seem to care they have breached all kinds of GDPR regulations and don’t care about the customers that’s paying them! 

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    4 months ago

    Hey alw1, thank you for reaching out and a warm welcome to the community I am so sorry to hear about this cancelltion problem.

    Can I just confirm sorry, you was due to move out and someone was due to move in to your current property?

    Because the move has been pushed back, the people moving into your house haven't pushed this back with us causing your services to  go offline?

    Please confirm all this when you can do.

     

    • alw1's avatar
      alw1
      Joining in
      3 months ago

      Yes this is correct, due to move on Friday 25th but has been pushed back and we don’t have another date as of yet, could be another few weeks. We’ve been without broadband for two weeks already and could now be up to a month if not resolved as soon as possible 

      • Kath_P's avatar
        Kath_P
        Forum Team
        3 months ago

        Thanks for coming back to us on this one alw1. 

        Checking things here, we can see that since posting, the team have been able to get things resolved for you and the services are back up and running for you now. 

        When moving home, we understand things can sometimes go wrong or get postponed so once you know your moving out date, get in touch with our movers team and they can arrange the house move for you. They'll ensure that your account is then cancelled and moved to the new address without the need for a name change. The new tenant can then set up an account with VM themselves if they wish too under their own name. 

        Please let us know if you have any further issues. 

        Thanks,