I'm at the end of my tether after being on the phone hours and hours, being told different things by different virgin media phone staff, etc.
I am moving house, but needed there to be an overlap between keeping the internet at my current home and setting it up at my new house. Three weeks ago I made an order, was advised it was best to setup a new account for my new property, and then cancel my current contract when I knew I was moving. The new service was due to be installed this Monday, but they put the house number down wrong, and resolved it by cancelling the order and putting a new one in- new install date in two weeks. Not a disaster, but now resolved. Hopefully.
The problem now is, that ringing up customer services leads to me being given contradictory information, and the calls have been cut off twice in a row, after waiting on the line for over an hour each time.
I was told very clearly by someone three weeks ago and another worker today that the cancellation fee would be waived and I was transfered to the department who would deal with it, and then the line has died/gone down.
The last person I spoke to said there was no way I should have a new account at my property and I should only be doing a house move and keeping my current contract. I was transfered and the line went dead again.
I am really at my wits end after spending the best part of 5 hours today trying to get this resolved, and being told something new for every single person I speak to (after waiting an hour to talk to them!)
I really, really, really, really need someone to contact me that knows what they are doing to help resolve this. Even if the outcome is I have to cancel all my orders and contracts and pay a cancellation fee, as long as it gets resolved.