Package

[Shaz651]

I contacted virgin when my package was changed and landline disconnected. My package was changed to include broadband, TV and phone on 17 June. I received the hub and set it up but the landline was dead. I've checked my account online and it is still showing the old package minus the landline. I need the new package to be updated on my account which is [removed].

 [MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

[John_GS]

Hi @Shaz651

Thanks for posting. Sorry to hear of the confusion with the account. I shall send you a PM now to assist further.

Best,

[Kath_F]

Hi Shaz651, 

Thanks for your message to John. He is working on other projects currently so I've picked this up to avoid any further delays. 

I've checked in with John and he has advised we are still working on getting things sorted. As soon as he has an update, he will be in touch. 

Many thanks and apologies for the inconvenience. 

Thanks, 

[Shaz651]

You may as well close this query off as the issue hasn't been resolved and there is no movement on Virgin Media's part to do so.

[Paul_DN]

Hi Shaz651,

Thank you for reaching back out to us, when was the last time you spoke to us and what was advised in regards to your package?

Regards

Paul.

[Shaz651]

I sent a letter to the Customer Services Complaints Dept on 12 August 2022 as my phone line was disconnected without warning on 6 June 2022, my package on my account still shows as Maxit TV only and no landline, I've had a myriad of contracts only one that I agreed to and been passed from pillar to post trying to get my landline reinstated. I had a response in an undated letter received on 18 August that the issues raised would be investigated and that I may be telephoned (when I have no phone).  I received an email on 18 August telling me that "they have identified a short-term connectivity issue which may cause intermittent and could account for connection drop-outs".  There is no connection drop-outs with my landline as there is no connection  at all as the package on my account clearly shows.  There was nothing further about what they were doing to connect me and the resolution to all the points in my letter was to inform me of extra guidance on billing regarding compensation.  The points regarding the incorrect package and contracts were ignored.  I thought this was an interim response but it appears not and the complaint has been closed with me no further forward and still no landline after nearly 4 months after being disconnected.  I will now have to escalate via the Customer Resolution Code of Practice and if necessary Ofcom and CISAS.  

[Paul_DN]

Hi Shaz651,

Thank you for joining me in a private chat and for clearing security, really glad to hear you now have a working landline, in regards to returning your old Router I have ordered a returns pack for you, once received place the Router inside and take to your nearest Collect +.

If you need any further help, please do not hesitate to reach back out.

Regards

Paul.