Moved house on the 3rd of February. Virgin has bungled this move at every step of the way.
First of all, I've been signed up for an entirely new account with an 18 month contract. Nobody asked me for permission to do this. My package hasn't changed so why was this done? The discounts applied to my old account/contract were transferred over, but so were their expiry dates, so now I have an 18 month contract for £35 a month that's going to increase to £105 a month in April. Absolutely criminal.
Secondly, they didn't bother to transfer my equipment over to this new account. So when it came to activate the service, it failed. Had to spend an hour on the phone getting that sorted. Not what you want after you've just moved house.
Thirdly, they never bothered to transfer my online account login over to the new account/contract. So now I have a new 18 month contract, that I didn't ask for, that I can't even view online because logging in to My Virgin Media just shows my old account/contract details.
I have phoned up about both issues, spending hours on the phone at a time trying to get these problems resolved, to no avail. I've been promised a call back 'within 5 working days' for both issues, which is an absolute joke. How complicated can it be to change an account number associated with an online login or amend the length of a new contract that I didn't even ask for?
At this point I think they're just stringing me along until the cooling off period of this new contract I didn't even agree to take out ends.
Has anyone else encountered issues like this? I'll be cancelling and making an official complaint and taking this to the ombudsman if this isn't resolved in the next couple of days, because the way this company is behaving is unbelievable.
