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Phone Migration, extra bill charges

Joining in

Hi, I have been migrated from land line to router calls.

1. My router was old and faulty, 3 operators some how managed to cause an error so the router was never delivered. A 4th phonecard and the operator said sorry and as good will would upgrade the router. It came via yodel, however , I was CHARGED £5 for Delivery??????????.

The Engineer came to do my phone migration and fit battery back up phone. Failed to come with correct equipment as agent booked the job wrong. No compensation paid for not fitting the day said and had to rebook 2nd appointment????.

I was happy on the old service, but I am paying to be inconvenienced by Virgin


Forum Team
Forum Team

Hi @Chester33 

Thanks for posting and welcome to the community.

I am sorry for the changeover experience you've had. 

Changing to the phone service via cable is a government objective and this has to be completed by 2025, we are choosing to take the change over now to ensure all of our customers have been migrated prior to the current telephone exchange being closed down in 2025. and

The Hub was not faulty as such, it just didn't support the changeover.

You should not have been charged anything however, for the change so apologies. I will send you a PM now to assist further.

Best wishes.

Forum Team

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