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ronbb
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Why do VM make it so difficult to contact them

I cancelled my Broadband contract on 25 Sept 2020. This should take affect on 24 Oct 2020. House Phone contract I cancelled on 2 Oct 2020. Should take affect on 1 Nov 2020

VM disconnected my phone line for 4 days from 2 Oct after I cancelled the contract. Managed to speak to a guy on 5 Oct to get it turned back on.

VM disconnected my broadband and my house phone  on 13 Oct at 3pm. Phoned a dozen times, can’t get through to anyone.

VM 8am 15 Oct 2020… ‘will reconnect your services within 72 hrs’.

Broadband was re-connected at 10.00 am Sat 17 Oct. But VM disconnected my house phone same day. Why is there no management working at VM?

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John_GS
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Re: Why do VM make it so difficult to contact them

Hi ronbb

 

Thanks for posting and welcome to the community.

 

I'm really sorry to hear of what's happened and I'd like to look into this further for you

 

I'll send you a PM now

 

Kind regards,

John_GS
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Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

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ronbb
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Re: Why do VM make it so difficult to contact them

After investigating this situation myself I realised that VM had changed my home phone number to an entirely different number without telling me.

I think we'll leave it at that. There's only a week or so to go and I just don't think VM are capable of providing support to their customers.

I will write to Jeffrey Noel Dodds, Chief Operating Officer, Virgin Media Limited, 500 Brook Drive, Green Park, Reading, Berkshire RG2 6UU

and also to VM's parent company in USA, Liberty Global who's CEO is Michael T. Fries B.A., M.B.A.

 

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John_GS
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Re: Why do VM make it so difficult to contact them

Thanks for coming back to me, you can do this or you can let me help you.

 

I'll leave that choice in your hands, if you'd like me to help, please go ahead and reply to PM with the details I've requested

 

Kind regards,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

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ronbb
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Re: Why do VM make it so difficult to contact them

Thank you John, but there's only a week or so to go. I can't spend hours every other day talking to 1, 2, maybe 3 VM people who each reassure me that things will be put right only to find out hours later that something's been disconnected. Life's too short. Thank you anyway.

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ronbb
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Re: Why do VM make it so difficult to contact them

Hi John_GS

 

More woes I'm afraid. Now my house phone (with its new number) has been disconnected as well.

I really need a working phone. Can you help me please?

 

ronbb

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Melissa_F
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Re: Why do VM make it so difficult to contact them

Hi ronbb,

 

I'm sorry your house phone has been disconnected. 

 

When are your services all due to be disconnected? 

Are you looking to transfer your number to another provider?


Please let me know and I'll be happy to help.

 

Thanks

 

Melissa

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ronbb
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Re: Why do VM make it so difficult to contact them

Hi Melissa.

Originally...Broadband contract cancelled on 25 Sept 2020 - Should take affect on 24 Oct 2020

House Phone contract cancelled on 2 Oct 2020 - should take affect on 1 Nov 2020.

I would really like to get both phone and broadband services until 31 Oct 2020.

Is that possible?

Thank you - regards, Ronald

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Ernie_C
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Re: Why do VM make it so difficult to contact them

You haven’t answered the most important question above - have you requested a number port to a new supplier? That affects action that occurs on your Virgin Media account and is driven by your new supplier.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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ronbb
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Re: Why do VM make it so difficult to contact them

Originally I asked for my VM home phone number to be transferred to my new supplier but I was told that that it was not possible.

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