A long story but I'll try and keep it brief. I ended up with 2 virgin accounts as i was renting a house to live in while renovating another house. I kept my old contract on a 30 day rolling contract at my rental house but wanted to to get a new account up and running on our renovation and the 2 accounts would overlap. I was told 6 months ago that this was the only way to do it as a normal house move would simply cancel the account at our rental house and start it at our new house so I agreed to take a 'basic' new broadband package on the new house just to get me up and running.
It's taken 6 months of back and forth with you (!) to get a new cable run in from the street cabinet to my new house and get the connection up and running internally but with building delays this actually suited me ok as we are only moving into our new house next week. The new account was up and running on 16/1/23 with 125Mb broadband only and I've now cancelled my old account and am serving the 30 day notice period.
Now the main problem - I called up yesterday to add TV and phoneline to the new account and was told that it would cost me over £80 per month ! I said that I've seen the £39 'bigger bundle' package (winter sale) on the virgin website but was told that this is for new customers only and I'm not a new customer as I am now 16 days into a new basic broadband contract. Of course I'm now just outside the 14 day cooling off period.
I've now spent hours on the phone and whatsapp over the last 2 days trying to sort this out as nobody at the time told me that if I sign up to a 'temporary' package, I then couldn't avail of any offers when I finally moved into my new house.
If I'd known this at the time, I would've singed up for a 'proper' deal including TV and phoneline instead of just a basic broadband only package. The overlap between old and new houses was originally going to be 3-4 months but with delays at your end with the new installation it's ended up only being 1 month overlap.
Just to add salt to the wound, I've been on a standard 30 day rolling contract at my old house for a year now (and paying for it!) as I knew that I'd need to move into our new house and now I'm in my new house I can't get any good deals either apparently.
Can somebody please help me out with this or tell me who is best to talk to ? The call centre people don't seem to understand and I'm rapidly losing patience with retelling this whole story every time I make contact.