on 01-10-2022 15:32
Hello, can someone help please. I have been disconnected from my Virgin tv and board and account 2 weeks early! Even though I gave 4 weeks notice and sent 2 emails prior.
I am due to move house on the 14th October but yesterday was disconnected from my services. I have called and been told it can take 72 hours to reconnect me - why so long?
on 01-10-2022 17:42
Hi @shiggs78 thanks for your post, although I'm sorry to hear of your concerns raised here regarding the early disconnection.
Once you have spoken to the team, they will have filled out a form which is processed by a back-office team who process the reconnection for you.
This is an estimated timescale, but the team will of course work as fast as possible to get this processed for you though.
I do apologise for any inconvenience caused in the meantime.
Many thanks
on 03-10-2022 09:32
Hi Tom, 72 hours has now passed and still no reconnection. Both broadband and tv are not working. I have unplugged everything and turned back on but nothing. This is getting pretty unacceptable now as this is the 2nd day I will have been unable to work from home!
I cant get through on the phone to speak to anyone as it keeps sending me links to fault pages on your website, but I know the fault!
I still cant believe in this modern day that someone else has called up Virgin to say they are moving into my house (without a firm completion date) and Virgin has taken it as correct and disconnected me, without actually speaking directly with myself.
Any ideas?
Thank you.
Simon
on 03-10-2022 11:44
Sorry to hear your services are still disconnected @shiggs78.
To further look into this, I have sent a private message. Please look out for the purple envelope and provide a response when you can.
Thanks,
on 03-10-2022 11:57
thank you, I’ve just replied
on 03-10-2022 14:48
Akua_A any update please? I’ve almost lost another days work with no update from Virgin.
on 03-10-2022 15:27
The reply I have just received saying my account cannot be reconnected is total unacceptable. I do not move home for 2 weeks and cannot have no internet (let alone tv) due to work for that length of time.
Are Virgin going to compensate me for my lost work??
I cannot understand why my account cannot be reinstated??
What does this also mean for my new home? Do I have an account there, I thought Virgin handled the whole transfer??
Please can someone call me?
on 03-10-2022 17:39
We can understand your frustration regarding this @shiggs78. We know this is not the news you were looking to hear. As mentioned prior a complaint has been raised so we can work on a resolution. Please remain in contact with us via private message while we raise the case to the relevant teams.
Thanks,
04-10-2022 11:58 - edited 04-10-2022 11:59
on 04-10-2022 13:09
Not received?