After having to temporarily relocate after our home flooded we contacted VM to organise transferring services to our temporary accommodation. After several calls, several transfers and long times on hold eventually we got through to someone who helped us. Arranging connection of services 2 weeks from then on 24/11/20 between 8 and 1 with a site visit the week beforehand to ensure all was good to go.
We had stressed that connection was important asap as our situation was already stressful enough having had to move 7 of us out of our home, including 2 teenagers, a 6 year old needing access to online schooling and working from home being self employed. With no reliable TV available without internet connection also we were happy this had all been understood.
On 24/11/20 we awaited the engineer to connect services........by 2pm we called VM to find out what was happening.....only to be told it would be 6 to 8 weeks before we could be connected! Outraged and disappointed with both the customer service and connections teams at the lack of communication, empathy, urgency and basic common sense. The effect of them just not turning up had such a knock on effect that they just dont care about.
After trying to get connected to the customer services team based in the UK (impossible apparently) we cancelled. So that we could make alternative arrangements with a different company. Which we then did and a week later we were sorted, it wasnt straightforward but they LISTENED and every call was handled within the UK with people who had decency and understanding.
So I believe that we should have access to our (cancelled) account and email for 90 days. I'm now not able to access either! Im astounded that noone from VM even contacted us to find out our reasons for cancelling and we logged it as a formal complaint as we cancelled, after being with them for 16+ years and spending £130 + per month for most of that time its shocking that they place no value on their customers. We had issues most years for one reason or another and it was always frustrating trying to sort things out but we stuck with them as they usually managed to make up for it.
I'm glad to have cancelled. But I would like to be able to access my email account for the 90 days as promised so I can complete saving and moving important messages and to ensure that important companies and contacts are redirected appropriately! After 16 years theres a lot to sort out!
Any help would be appreciated as I cant contact the complaints team or use the online tools as account is not active!!
ps just noticed the box to tick to receive email when someone replies - ironic really as I cant access it!
as you can see “agent is typing...” that was like that for 20 minutes! I never did get put through to anyone and it seems no one at virgin media cares that a customer who has been with them for 16 years just cancelled everything.
I'm sorry for the experience you've had so far with the house move and it's disappointing to hear. Also that you've not had a response from our Messaging Team to help sort it. May I ask what you see, or what error when you try to log into your old email? Is it all emails or just one? I'm trying to get a better picture of the issue.