Internet cut off day after cancellation

[Loopzylou]

CONFUSED!! 

Hi, so I had a contract with virgin just the broadband and finished the contract around the 3/2/24 this was then cancelled around 13/2/24-14/2/24 as this had to be terminated due to a split with my partner as was in his name. I have my new virgin being installed on the 26/2/24 and while on the phone I was promised that my Internet would run until Sunday the 25th however to my shock my Internet has been cut off in the early hours this morning leaving my autistic child without access to anything he need online. 30 day period notice and payment for this month to have it cut off day or two after? I'm quite shocked to say the least as that's me now looking at 13 days no Internet with a 17&13 year old both relying on WiFi for college/school work. I double triple checked with the nice lady on the phone that it wouldn't be cut off until given date. Now I'm left with no Internet and paying for a month I'm not even able to use it for please someone get in touch and help with this issue. How can be asked to give a 30 day notice and to pay a bill if words aren't kept by the provider? I know my ex gave 30 days as this was also mentioned on the phone call I had and we was made aware to pay for this whole month to keep it running until the 25th. Needs resolving as it's caused a big issue for my children . Thanks 

[Loopzylou]

UPDATE! I'm now quite annoyed!!! Virgin media customer service is shocking after over an hour waiting to speak to someone about my issue I was asked to give my account number no less than 4 times to then be told I don't have Internet till the 26th 🤦‍♀️ I know this! My complaint is my old one was agreed to be turned off on the 25th to be told "sorry I don't understand what you are saying" unfortunately this customer care team member lacked the empathy and knowledge to deal with the situation and nobody seems to want to help me. I've been left stressed and upset by it all.

[Cardiffman282]

Sounds like a horrible state of affairs for you. The VM forum team can be pretty good with these situations when they get around to your thread. I wouldn't waste any more of your time talking to offshore customer services. 

[Reece_MH]

Hi Loopzylou 👋

Thanks for posting, and a warm welcome to our Community Forums.

I'm deeply sorry to hear you've experienced some issues since raising a disconnection request due to your house move. I'm going to send you a private message to look into this further.

Please look out for it in the top-right, white envelope or by tapping your profile picture and selecting "Messages".

Thanks,