2 new contracts but still no broadband

[MrFog]

Here is my saga to date:
My Virgin Media contract was coming to an end so I contacted VM about getting a new contract.
The VM rep could only offer me a deal that was more than twice the price of a new customer, and they advised that my wife could sign up to get the new customer offer.
My wife signed up and I submit my 30 day notice to end my contract on 15th July.
VM get in touch with me and offer me an even better deal if I don't cancel.
I took the new deal and my wife cancelled her contract. This was explained to the VM rep who said all OK, no problems.
On the 15th July the broadband gets disconnected.
Phoned VM and the rep said the disconnect shouldn't have happened, and the only way to get reconnected was to agree to a new contract, which I did.
Now after multiple calls to VM and multiple promises of reconnection, still no broadband.
The latest advice was that the broadband couldn't be reconnected as my wife had signed up and cancelled and this has confused the VM systems.
I submitted a complaint on the phone (I can't submit the online form as my account has been disconnected) and was told that it would take 28 days to resolve my complaint, even though the VM website says it should take 7 days.

In summary, I entered into

Having followed all Virgin Media's advice and agreed to 2 new contracts there is still no sign of getting broadband anytime soon.

Can anyone here offer any help or advice ?

[MrFog]

My post got posted too soon...
I meant to write:
In summary, I entered into a new 18 month contract with Virgin Media in June, go disconnected in July and can't seem to get reconnected.

Any help or advice would be appreciated

[Adduxi]

You can't have two Contracts at the same address, so I'm guessing until one of the Contracts is finally ceased, the computer will say no.  At the end of the day, it would have been better for you to leave and just go with your wife's new customer deal?

[MrFog]

Thank you for your response. Maybe my title is a bit misleading. The 2 contracts I refer to I both in my name. There have really been 3 new contracts:

Wife's new contract on 15th June, cancelled on 22nd June

Mine on 22nd June

Another one of mine on 16th July (following the disconnect on 15th July, despite the contract on 22nd June)

You are right - if we would have left it with my wifes contract then all would have been well. But that wasn't the advice VM gave us at the time, and we are where we are now.

Any advice on how to proceed from here would be appreciated

[Kath_P]

Hi MrFog, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you've been having this issue. From experience, once an account is disconnected, we wouldn't be able to reconnect this where another account has already been set up. It would need to be done as a new sales account. 

We can have a look at things and confirm the next steps to get you back up and running though but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks, 

[MrFog]

I can't imagine many people will end up in the same place as we did, but if they do the solution was for my wife to make another account. It will take a few days to connect, but at least we will have broadband next week.

[Kath_P]

Hi MrFog, 

Thanks for sticking with me via private message. I'm glad things have been able to get sorted for you and you're on your way for the broadband to be installed again. 

Once again, we can only apologise for the inconvenience this caused. 

If you have any further issues, pop back and let us know. 

Thanks,