Forum Discussion

chelley_vi's avatar
chelley_vi
Joining in
6 months ago

Disconnected early

I've been disconnected early. Called to cancel contract on 10th August and advised that would be disconnected, 30 days, 9th September. I was contacted from virgin to dicuss other options and renewing. Advised I was on holiday but to contact on my return 25th August. However I have returned now only to find out all services have been disconnected early on 24th August. Phone calls and chats with several advisors over 2 days and I'm still no further along. Advisors informing that it will be reactivated and I'll get to keep phone line number and advisors informing that it can't. 

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    6 months ago

    Hey chelly_vi, thank you for reaching out and I am so sorry to hear this, also a warm welcome to the community.

    You mentioned you have spoke to the team, did they advise this may take up to 72 hours?

    Also it not a guarantee they can put the services back online. 

    We cannot also speed this up sorry.

    • chelley_vi's avatar
      chelley_vi
      Joining in
      6 months ago

      Hi Matt, 

      I was advised 48 hours.. Why would there be a possibility that it can not be out back online. It's quite poor and no explanation has been given for the early disconnection. 

      Thanks 

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        6 months ago

        It can take up to 72 and we know it sounds simple but its not.

        I will send you a DM to see what is happening.