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BrenLiz
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Refund

Earlier in the year I had a problem with my hub and was without any broadband service for a week.  I never received any refund or credit for this lack of service.  I tried to do an online chat with Virgin about this but after waiting for 3 hours I got no response.  I want to know why I had to pay for a service I didn't receive.

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apcyberax
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Re: Refund

did you call in and report the fault?
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Megan_L
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Re: Refund

Hi Brenliz,

Thanks for using the forums to get this issue looked into, I am sorry your service was compromised for a while. 

What dates did this issue occur and what was the exact issue with your HUB?

Thanks,

Megan_L

BrenLiz
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Re: Refund

We first reported the problem on 20 February 2020.  We had no internet service as the hub was not working.  We were told on several occasions that there was no problem with the hub and they would not deal with members of my family who had reported the problem because the account was not in their name.  I therefore had to sort the problem out.  I was staying in India at the time and therefore had to make several telephone calls over the week costing me over £20 to sort the problem out.  Virgin finally admitted that we needed a new hub and once we received this by post my family had to get outside assistance to reconnect everything. This was extremely stressful for all concerned and we received very bad service.

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John_GS
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Re: Refund

Hi BrenLiz

 

Thanks for coming back to us. I'll be more than happy to look into this for you via PM.

 

Kind regards,

John_GS
Forum Team

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