For several years I’ve tried to get my phone line removed from my account since my connection was upgraded to a SuperHub3, and my phone connection stopped functioning. I was not really using it much before and saw no reason to continue using it so wanted to get it removed. At the time I was told various excuses like my package would still be the same price.
Since then, I’ve moved property, and still been palmed off with excuses from the Virgin Media that it can’t be removed. To be precisely, when I moved, they said I would have to sort it out after the move was completed. Then after the move they said they could not change it as I was in a new contract (which before the move they specifically said I would not be), they did manage to lower the price of the contract for its remainder (which has now lapsed back to full price) but could not remove the Phone services from it. Since then, I’ve not be able to reach them on the phone, and they have refused to address the issues in writing when I have opened complaints, each they just said they tried to call but could not get though (I guess calling my land line that I don’t have any phone connection on), and not giving me an alternative form of contact to calling their standard number which currently seem impossible to get though on. I do have a Virgin mobile number, and an email address they can reach me on quite easily.
I’m also Autistic. I find having to persist with this trying to get this removed from my account straining to my mental health, from the anxiety caused each time I try pursuing it or end up thinking about it. I also find verbal communication over the phone difficult and would prefer the option of written (non-real time) communication.
Ideally, I would like to get refund for an appropriate amount for the years I’ve been billed for phone services despite never making or receiving a call. At the very least I would like the phone line removed from my account leaving only the cable internet connection.
Any help from the Virgin Media Forum team resolving this would be great. It would also be good to find out the real reason it is so difficult for them to remove the phone line part of my cable connection.