Thanks for the reply,
To be honest, i've never had a good experience with virgin. I once waited 6 hours for a whatsapp reply.
We applied to move house several weeks ago and had the 6th April set as a change over date, the day we planned to move furniture out of storage.
I then got a chirpy e-mail saying it had been postponed until the 12 May. Apparently the installation team were flummoxed by having a concrete and grass combination in the garden - the first in the land it must be. That's some 6 weeks without the internet, about 9 weeks since we requested the change. We are freelancers, we need the internet to work, plus we have a 5 year old that we need to entertain with TV periodically.
Moreover, we have been with Virgin for years; i'm now told that our contract expires in May 2024 and thus my contract is only 6 months old. How come? I moved house 6 months ago, i did not start a new contract 6 months ago and no-one on the phone has the information at hand to tell me when my original contract did start. How can they not have the information in front of them? Do they burn their hard drives periodically? It can't be legal or moral to strong arm people into new contracts when they move house.
They also used a device online to pretend i had a bad line when the conversation become either confusing, embarrassing or difficult and they did not call me back - why should i have to go through the wait and the explanation and the security protocol all over again - renovating and moving house is time consuming and stressful enough.
Oh, and i didn't mention that they disconnected our original set up early and without warning, so while still using the temporary flat, we now have no internet. Were they going to explain and suggest that we wouldn't have to pay to have no internet for 6 weeks? No.
I shall be outlining my complaint with OFGEM
