Hi ,
I have just joined but can already see that other customers are and having similar problems .I find it poor customer practice if I am told to contact pre installation team and I am unable to find any option on the telephone or website to address the issue.
We returned to Virgin Media from Sky in January 2022 and asked for our landline number to be transferred from Sky .
An engineer set up the hub , Tv box and broadband on 17 th. January ,informing us that the number would be transferred over in about 10 days and giving us a temporary telephone number.
Since then on at least 3 occasions I have spent over an hour on the telephone to 0345 454 1111 patiently chasing progress with operators who have not been able to progress the matter or filled me with any confidence (apart from a very helpful lady who was based in the North East of England whom I spoke to in March) .
In February I submitted a complaint about the lack of progress and stressing the inconvenience of still having a temporary phone number .
I also wrote to Sky who indicated that Virgin had not asked for the telephone port to be transferred at that stage.
The helpful operator I spoke to in March , informed me our account was in inactive status . I found this surprising since the equipment had been delivered well before the engineer installed it in January , and internet , TV work fine and the phone operates ( albeit on the temporary number )
Perhaps the inactive status is not surprising since despite setting up a direct debit , we have not yet been charged by Virgin Media .
The Complaint Resolutions Team responded promptly in February and again today when I raised further complaints last week ,e.g. - one operator me he was putting me through to the pre- installation team which went to a recorded message telling me this was an inactive number . Another operator was to ring me back regarding activating my account but has not done to date.
We are fogeys and have limited IT knowledge .
I feel we are going round in circles and wonder if the pre- installation team actually exists and also wonder if it was worth changing provider to reduce costs and we ought to to ask Virgin to take their equipment back . We had no such problems when we were with Virgin Media before .
Any helpful suggestions , advice etc would be welcome.
Thank you
Fogey
