Services disconnected before date requested

[smurf786]

So requested to cancel initially on the 5th January today. As i had to port my telephone number i called up about a week ago asking if i can leave the services on till my Direct debit date the 16th January so gives enough time to port.

Unfortunately, the agent didn't bother to do anything and as a result the services are cancelled today.

I have called up to re-instate my services but apparently can take 48-72 hours to reconnect? This is abit of a joke considering i need to work from home and this wasn't my problem.

Tried to speak to a manager but no one available to escalate this matter.

[Molly_T]

Hi Smurf786 👋 welcome to the community! Thank you for posting. 

So sorry to hear of your recent issues with disconnection, and now subsequent issues getting re-connected! I can appreciate this is not the best experience! You were advised correctly on the phone that it can take between 48-72 hours to process the reconnection. Sadly there would not be anything we can do to expedite this process, but if you require any further support please just let us know and we will do our best to help!

Do you need support raising a complaint? Or have you already done this via phone or here 👉 https://virg.in/makacomp? If you are not sure and need to check, you can view existing complaints here 👉 https://virg.in/mycases. 

If there is anything else we need to be aware of to offer further support please do let us know!

All the best. 

[smurf786]

My complaint was logged with reference ic-050123-6 but can't track that complaint. I have heard nothing and still without services even though this was virgin's media's error. 

No one is taking responsibility for the inconvenience that has been caused.

I don't even know if the services are actually getting re-instated. I was given reference 16462_87136.

Thank you