Moving Home, trying to transfer my service & Netflix rears it’s head again!!

[Ephemera]

Hiya,

I tried using web chat on two separate days to tell virgin that I was moving and wished to transfer my service, complete waste of time so I called on Saturday instead and was told that it couldn’t be completed because of my Netflix subscription. Apparently it has to be dealt with by the Exception Dept whatever that is?? The lady told me the Exception Team would ring Monday morning and sort it but of course they didn’t. So I called Virgin this afternoon to be told that they can’t say when the E team (certainly not the A Team) will call, maybe in the next few days. 

All I want to do is book an engineer to connect the services to new address, but I can’t do that until the E Team (who are the only people who can deal with the Netflix code apparently!) decide to call as no, you can’t call them and Virgin don’t have a number for them!! So I said cancel Netflix then, but No only the E team can do that. When they deign to call me apparently it is about a two week wait for an engineer 🤬🤬

Moving Friday so looking highly likely we’ll be without internet for about 3 weeks, would love to leave after all this hassle but it will cost £250 as still in contract. It really shouldn’t be this difficult. 

Virgin media has been the most problematic of all the utilities & everything else for that matter to try and transfer and they still won’t tell me if we can keep the same landline number!

Would love to tell them where they can stick their cable but I’m far too polite for that!!

But seriously what a palaver!!

[David_Bn]

Thanks for your post on our Community Forums @Ephemera, and I'm sorry to hear of the difficulty you've faced when trying to move your services to a new property.

Can you possibly advise me when you originally advised us of the move into the new property?

Kindest regards,

David_Bn

[Ephemera]

Hi David,

Thanks for your reply.

The original webchat was on the 4th June, but then I had to amend the moving date. 

kind Regards

Paula

[David_Bn]

Thanks for coming back to us @Ephemra.

When the call from the dedicated team arrives, if you're able to confirm for them the date that you advised us of the move, we would be able to amend the notice period to reflect that this was the first day of the 30 day notice period we require when moving the connection to a new property.

Or if required, push the moving date back for you.

Kindest regards,

David_Bn 

[Ephemera]

Hi David,

Thank you for your reply.  

I wasn’t advised either online via the web chat or the persons I spoke to on Saturday and today that you require 30 days notice to transfer my services! 

I think you misunderstand the situation as I certainly don’t want the moving date pushed back any further. We are moving this Friday 17th and apparently our connection at our current address will be disconnected the next day. 

So we would like our services transferred as quickly as possible but because I have an add on Netflix subscription that can only be dealt with by the Exception team (whom I can not contact directly) nothing can move forward until they have a code apparently! So no engineer or transfer can be sorted. Seems rather ridiculous and extremely annoying as we will be without the internet for goodness knows when. All because of a Netflix code! 😡

I’ve been an Ntlworld/Virgin media customer for 25 years and your service is laughable if it wasn’t so inconvenient.

Regards

Paula 

[John_GS]

Morning Paula, thanks for coming back to us.

Apologies again for the house move delay.

Do let us know how the callback from the Movers team goes.

Best,

[Ephemera]

Hiya,

Latest mess up by Virgin Media 🤬

It was arranged that after my previous inconvenience finally we would have virgin installed at our new house today between 1-6pm. Waited in all afternoon decided to call virgin again and surprise surprise installation has been cancelled without bothering me to let me know and rearranged for 7th July!!

I’m so angry with VM after 25 years of religiously paying my bills they have have messed me about again and I’m going to be left without broadband tv and a landline for another 10 days. 👎🏻👎🏻👎🏻

Apparently because I’m in contract I will have to pay £250 if I want to leave. 

🤬🤬🤬🤬🤬

why do they make everything so difficult for a communications company they are dreadful at communicating. 

[Ephemera]

And apparently the complaint I just made has been resolved?????

 ??? How has it been resolved ???😤😤

[Travis_M]

Hi @Ephemera 

Thanks for posting on our community forum and sorry to hear about your issue with moving

Have the movers team made contact with you recently to provide any further information regarding the delay in your install? I can completely understand your frustration but the delays can be due to work permits and construction which needs to take place before the install.

My apologies for any inconvenience caused

Regards

[Ephemera]

Hi Travis,

No they haven’t! Which is why I rang Virgin this afternoon to find out why no engineer had arrived, as I’d been waiting in since 1pm! 
Its getting very expensive keep on adding data to my phone as I need to access the internet. 

Regards

Paula