Disconnected for unknown reasons & can't submit a complaint

[UnhappyVM24]

On Thursday I missed 3 calls from what I've been told is a Virgin customer retention team. At around 6pm, our broadband & phone line stopped working. According to service status we are possibly disconnected for non-payment. My virgin bill online says I've paid and up to date. Checked bank account, direct debit paid to Virgin on 4th as it is usually.

Call Virgin and I'm told I was disconnected as I hadn't paid but they'd received the payment at 1810 so we'd be reconnected in 3 hours.  Wait nothing happens. Go to bed, check in the morning still no connection.

Rang Virgin in the afternoon, told as I hadn't answered the calls our account was deemed inactive & disconnection process started. The guy also claimed I was emailed at the start of June but I don't have this. My payment is received and I will be reconnected but will have to wait 24hrs. 

Today, still no connection. Call to log a complaint. Guy I spoke to says he's logged our reconnection as a priority and it should be back working around 9pm. He also lodged my complaint. He advised me to complaint via the web form. Clicked on links for form but the deactivation of my account won't let me raise one so here I am on the forum having a moan. We'll see if we have broadband back in 3 hours or I'll be moaning some more 

[John_GS]

Hi @UnhappyVM24 

Thanks for posting and welcome to the community.

Sorry to hear of the disconnection dispute. Any reconnections can take upto 3 working days.

I'll send you a PM now to assist further.

[UnhappyVM24]

Update: we are moving shortly but as we still haven't exchanged I hadn't started moving or cancelling Virgin as I didn't want to be without broadband. It turns out our buyers were less patient. As they placed a new order on our address and I missed the calls, Virgin determined our broadband which is in use 18 hours a day to be inactive and disconnected us.

I've had no written communication about the disconnection. The call centre staff try to be helpful but they clearly have no understanding of what is happening and any promises they make are worthless.

Why I wasn't left a voicemail or send an email is beyond me? I was working and my kids were watching Netflix at the point we point were cut off but Virgin obviously don't monitor usage.

As a new order is on our house, I can't be reconnected so have no broadband until we move. I'm being refunded most of my "missing" payment. If the exchange falls through who the hell knows what happens!

I can't imagine ever using Virgin Media services again. When we signed up they failed to transfer our old number despite numerous promises that it would be and I was being charged for someone else's bill for 2 months.

[UnhappyVM24]

Brilliantly once you've been disconnected Virgin can send both an email and a text to inform you that packaging to return their equipment will be sent to you shortly. 

I recommend they try that when disconnecting people to. Or ring the landline they supply and leave a message 

[unisoft]

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@UnhappyVM24 wrote:

Update: we are moving shortly but as we still haven't exchanged I hadn't started moving or cancelling Virgin as I didn't want to be without broadband. It turns out our buyers were less patient. As they placed a new order on our address and I missed the calls, Virgin determined our broadband which is in use 18 hours a day to be inactive and disconnected us.

I've had no written communication about the disconnection. The call centre staff try to be helpful but they clearly have no understanding of what is happening and any promises they make are worthless.

Why I wasn't left a voicemail or send an email is beyond me? I was working and my kids were watching Netflix at the point we point were cut off but Virgin obviously don't monitor usage.

As a new order is on our house, I can't be reconnected so have no broadband until we move. I'm being refunded most of my "missing" payment. If the exchange falls through who the hell knows what happens!

I can't imagine ever using Virgin Media services again. When we signed up they failed to transfer our old number despite numerous promises that it would be and I was being charged for someone else's bill for 2 months.

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So your new buyers were not legally in receipt of your premises yet as exchange not happened, yet they managed to book an order so your existing connection got terminated?

If so, that sounds like a serious procedure issue in Virgin Media. Nobody should be able to come along and order the service at an address if there is an active connection/subscription and the names of the new service requested are not on electoral roll. It doesn't matter if you were able to take "random" calls or not from VM.