Another moving house tale of woe

[duffers0]

I contacted Virgin and advised of a house move. I wanted to transfer the remainder of my existing contract.

Had a long online chat with a lady called Diane --, I have a copy of the transcript. I wanted to have a new line and box installed into a new flat (no Virgin before) on the 15th Aug which is the day that I gained access. Have the broadband service terminated at my current house on the 21st Aug the date of moving out. I couldn't believe my luck that I could have Virgin in both properties for about 6 days whilst I make the move from one house to the other. I even said I would need a new box, no problem the engineer will provide this. Waited in all afternoon at the new flat for the engineer, when he arrived he refused to run the cable up and even put the terminal into the flat. Gave me a story about this would disconnect service at my old address. He left did nothing. Phoned the call centre spoke to a great guy very helpful made a promise that under the circumstances as I had been misinformed ill-advised by Diane that he could bring forward a new installation date of the 28th Aug to the 22nd (the day after we move in) OK that's pretty good. He would speak to his emergency support team to make it happen. I would receive a text message within 48 hrs informing of this, nothing! Instead a new email stating engineer visit of the 30th Aug! Even later than the latest date promised. Now faced with a disconnected period of 9 days having given 4 weeks notice of moving initially. Service is so poor. A quick install of original modem / router on the 22nd Aug would be great as I was promised. 

[Kath_F]

Hi duffers0, 

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 about the confusion caused when it's come to moving your services to your new address. When moving them over, I'm afraid the old account would need to be disconnected before the new account can be activated. It would not be possible to have the services active at both addresses unless you're disconnecting the old one and taking a new service at the new address. 

In situations where you decide to cancel and take a new service instead, if you are within your minimum term then early termination fees would be charged. 

In terms of the new installation, if services have not been installed there before, it's a slightly different team who need to complete the work. They will have scheduled this for the next available appointment for you and we would be unable to bring this forward I'm afraid. 

Please let us know how the move goes and if you have any further queries or questions, please reach back out to us. 

Thanks,

[eileenallison]

Had the same when the done mine, virgin engineer stood chatting with contractors who were putting cable in  from street for over 3 hours, , then took cable into where he said it was going i.e next to TV in sitting room, not where I wanted the router, so he had to run more cable around and put on another box at back of house, break a couple of drill bits drilling into the room where i wanted router, then sat there showing me channels on TV till hometime, not a bad days work.....for him, and had the cheek to ask for a good report for a bonus....yeah like that happened