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Grandaughter84
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6 Weeks ongoing issues

On 3rd March, we ordered a reconnection of services after being with Sky for approximately 3 weeks, despite being told there would be no loss of service for any length of time, the reconnection was not done completely. The phone line was not working at all, you sent a phone engineer out on 13th March.... My Grandad could then make calls but could still not receive calls. 

I rang yourselves to let you know on 25th March...to be told that he does not have a phone account with yourselves (we wondered why you would send a phone engineer out previously then if that was the case) I set up a phone account (again) the lady on the phone said it would take 10 working days to port the number over, but she reassured me that she filled out the form to do so and a phone engineer would be sent out on the 6th April 

Phone Engineer arrived on 6th April, Told my Grandad he could not have his previous phone number

I rang Virgin Media again on 6th April, spoke to James who reassured me that he can understand the issue, told me he would pass it on to his managers (one called Roy) He then told me they’d either ring back within 3 days or it would be passed onto the phone specialist team. - No callback

12th April spoke to a gentleman who said he would transfer me to a manager, he cut me off. I thin spoke to a lady who advised that I contact Sky and BT to ensure they don’t have the landline number, I did mention that chasing this up is not really my job and they were paid to do so.
I rang back to say that neither company had that number and only companies can liase with Openreach, she advised me to make a complaint, which I did, not that she gave me the reference number (I didn’t realise there was one until later) She told me a manager would contact me within 72 hours….No callback

I tweeted you on 21st April, you advised I used your messaging service, which I did, they asked me about the complaints reference number, I explained I was never given one, he gave me the number shortly afterwards and gave me the Port teams number, who I then contacted, who assured me he would look into and they would phone me back within 3 working day …. No call back

I rang again on 29th April the Porting team, I was advised to ring back tomorrow, I phoned your phone service team, who said they would put me on hold for a few minutes, someone else answers and asks if they can help me and what my issue is…I’ve repeated this now many time and it’s beyond frustrating 

Not one of the Virgin Media team have fulfilled anything that they said they would do, be it competently reconnect services to even phoning back

29th April - Tweeted the above to the twitter account, told to contact BT myself again, I’ve explained I’ve already done this, then told me to post it in the community forums as someone may be able to help me here.

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Sasha_W
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Re: 6 Weeks ongoing issues

Hi @Grandaughter84

 

Welcome to the forum page and very sorry to hear of these issues. 

 

I am so sorry you have been messed around and this does not sound ideal at all. I can only imagine the frustration caused. 

 

If it's  okay to take a further look into this, I am going to pop you over a PM so we can run through the account together. I do understand it is your grandads account, but if you know the details that would be amazing

 

Thanks 

Sasha - Forum Team


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Grandaughter84
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Re: 6 Weeks ongoing issues

I've heard nothing so far today from the Virgin team?

Two messages to check security details yesterday... Then nothing.

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