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Rich_Galvin
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Message 1 of 8
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Virgin = Unbelievable!!

Been with Virgin over a year, was desperate to stay as the Fiber is second to none.

Moved to temp place whilst setting up mortgage (yes, new place will take fiber thankfully) so thought i'd cancel my account and reinstate it once i can make use of it.

Spend around 2 hours on the phone

Speak to maybe 8 different operatives over the course of 3 calls (back to back)

End result? account still active, still paying the bill all because the people i spoke with simply wouldn't help.

Thanks virgin................

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Rich_Galvin
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Message 2 of 8
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Re: Virgin = Unbelievable!!

Almost forgot

 

Sent email to complain about the service, receive an automatic reply to say "thanks, we will get back to you within 7 days".

Great service again!!

Complaint sent 21/02/2019

Date of posting this = 01/03/2019

Count of responses to my queries/concerns/complaint - ZERO..

 

Love feeling like a valued customer  😞

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jamesofmerton
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Message 3 of 8
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Re: Virgin = Unbelievable!!

it can take upto 28 days. it says that in the terms.

''We always aim to resolve complaints in the first instance and respond within
7 days, but this isn’t as quick as calling us.
In some cases, it can take up to 28 days. This depends on the issues you’ve
raised''
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Forum Team
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Message 4 of 8
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Re: Virgin = Unbelievable!!

Hi Rich_Galvin,

 

Thank you for your post. I'm sorry to hear about what has happened. 

 

Have you had any further updates since your post?

 

^Martin

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Very Insightful Person
Very Insightful Person
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Message 5 of 8
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Re: Virgin = Unbelievable!!

To be honest that isn't a service Virgin offer, you can cancel without penalty if you are not in contract and start a new account when you move or if you're in contract you can pay off the remainder or continue to pay until you move (what ever is cheaper) but they don't suspend services

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

Click to learn more about VIP

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Mark as Helpful Answer if I've helped

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Rich_Galvin
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Message 6 of 8
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Re: Virgin = Unbelievable!!

thanks for the reply - however i didn't want to suspend a service, just cancel my account and start an account again once i can make use of it, apologies, perhaps my initial post left things a little unclear.

I had spoken to a number of people and no-one was able to help and all that happened was I'd get passed from one person to another over and over again and have to re-brief the situation again and again.

I'm currently on the phone to Virgin, so far I've been on hold for 13 minutes - fingers crossed i can resolve my query today, just a shame I've already paid another months fee for the service.

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Very Insightful Person
Very Insightful Person
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Message 7 of 8
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Re: Virgin = Unbelievable!!

My advice, just cancel don't mention reinstating

leave that until you are ready

I think they're getting confused.

Keep it simple

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

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Forum Team (Retired) Raziel_I
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Message 8 of 8
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Re: Virgin = Unbelievable!!

Hello Rich_Gavin,

 

We're sorry to hear about the issues you're having with. We always want to give the best customer service possible. Were our team you spoke with was able to sort things out for you? Has there any update with your complaints or has a manager called you?  They will  find a way to come up with a resolution, in case that we've unable to come to an agreed resolution of your complaint, you have the right to take it  for independent review by an independent adjudicator by following "Alternative dispute resolution process".  Hope this helps, and please keep us posted if you need anything.

 

Raziel_I

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