Just thought i would update on my Virgin issues.
Had to cancel the original install as refused to drill through cladding. OK fair enough, although Virgin were at my premises 3 times prior to the install pulling cables and fitting the box outside. Would have been nice if somebody piped up at the time. I also can't see anything online or in correspondence that might have advised me that this could be an issue.
Decided to take out a broadband and phone package only (M500), as openreach FTTP not available in my area, and keep the TV with Sky. Was issued with a new Virgin contract, same number but ending 02.
Once again asked for my number to be ported. I also phoned and double checked a few days later that this was being done. Surprised (well, not really!) to find this wasn't happening so a nice lady filled in all the details and advised there was plenty of time to sort this before my install 2 weeks later.
Roll forward to my install (yesterday) and the guy knew nothing about a number port and issued me with a new number! He installed the BB and all went well, apart from destroying the brickwork when the drill broke through on the outside. He did a fair job repairing it with the cement they carry. Looks a bit crap but no big deal really.
Called BT today who advised me no number port had been requested by Virgin............LOL. So, back on the phone to a nice lady at Virgin called Elena who confirmed that no number port had been requested, said she didn't know why and would escalate it. The BT line is still open (I am still using it) and awaiting somebody at Virgin to actually do something to get the number ported. This should have happened weeks ago and is likely to be at least 10 more days. I have so far paid BT about £70 that i didn't need to and i have no idea when the extra payments might need to stop. As a side note when i spoke to BT they advised that porting numbers to Virgin wasn't always possible due to the different cabling. That was news to me?
I also can't open an online account as my only email address is registered to the original account ending 01 which i had to cancel before it even started. Again numerous calls, posts, PM's have failed to resolve this and once again it has been escalated to that magic place that Virgin file all problems that they can't/won't sort out. I won't bore you with all the details as i am sure i whinged about this on another thread but as it stands my account is all online and i have no idea what is happening as i can't view it.
I also thought it would be a nice bonus to sign up via a cashback site as they were offering £115 to new customers. The cashback never tracked, i assume the cancelled contract was the reason, the one that never started, so technically i had a contract before so no cashback. Seems a bit unfair as i have never had Virgin services and it was their own installer who forced me to cancel and re-book BB and Phone only.
I have tagged in the forum staff who have tried to help in the past just in case they can offer any insight into the escalations that are currently taking place.
I need my existing BT number or I am going to have to cancel everything inside my 14 day cooling off period as i need the old number and have no confidence that the port will happen and i am not continuing to pay more than double because Virgin can't seem to sort anything. This will be a shame as the M500 BB is really good and i am getting full speed.
That's the whinging over for today. I am sure the vast majority of Virgin customers have fast BB and good service. I also suspect that the same people have never had an issue as I have never known a company so bad at trying to sort things that don't go to plan!
