I have recently moved house and took my virgin media service with me (or so I thought). I had spoken at length with someone at the call centre who seemed to struggle a lot with what was happening - possibly a new starter or similar but I don’t mind that, we all start somewhere and they seemed to have the details of the package correctly at the time.
On the day of installation I saw two virgin media installers knocking on doors to other houses in the street and it turned out they were looking for my house as they had been given a different address, despite me repeating the address to the member of staff at the call centre for the move (they had the same street and postcode, but a different house number). This created various issues as the installation and account were assigned to a different address than my own now.
The installers were great and managed to get my service installed. They sent the address correction to their supervisors at VM, told me that there is a chance the service would activate, and if so that should be the end of it as it meant the correction has been sorted. So this was the end of the matter as far as I was concerned.
Then yesterday, I had notification that Volt had been removed from my O2 account and today my neighbour has bought a paper bill from VM round to my house as it’s still been delivered to them. This has my name on but their address.
So my account has not been corrected, I have lost my volt benefits and my bills are being sent elsewhere.
Please can someone advise how to get this corrected as this is a shambles. I don’t trust the call centre as this is their mistake in the first place! The house is not new so there shouldn’t be an issue in finding the address and the person whose house it is registered at has the same postcode but a different number.
