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Combined transfer and cancellation not progressing

RailroadDeacon
Tuning in

I’ve been trying to progress a combined transfer and cancellation all week over WhatsApp and various calls to Retentions but the process is stuck with cancellation and a promised call back hasn’t occurred.

Context

  • I’m moving in with my partner this month. We both have Virgin broadband
  • I have M1000, she has M200
  • I’ve arranged for my M1000 to transfer to her address on 25th Sept
  • For the transfer to take place there needs to be a disconnect order placed on my partner’s line
  • We’ve been trying all week to cancel her M200 without success

We’re both on a promotional contract and liable for early disconnection fees. I think the cancellation may be stuck because somehow a complaint got raised when my partner asked if the fee had to be paid since we’re staying with Virgin.

Is anyone able to help move this along? I’m worried we’ll have no service at all on 25th.

 

 

1 REPLY 1

Joseph_B
Forum Team (Retired)
Forum Team (Retired)

Hey @RailroadDeacon,

Sorry to hear that you are experiencing this issue with your movers request, I should like to look into this with you to go about confirming what will happen, for me to do so I will need to confirm some information in a private message with you.

Joe