Good morning,
Just a bit of backstory:
Last month I got a call from one of your representatives and we agreed to move my broadband service at no cost since there was Virgin infrastructure already in place. All I had to do was bring the router and connect it. This was supposed to happen on November 7th. He promised me that service would be disconnected on the 7th at the old address and connected on the 8th at the new one.
Lo and behold I arrive to my new flat and have no service. I called again yesterday to get it sorted and apparently nothing was done. I’ve been without service since the 8th. The lady on the call now tells me that I have to create a new account for the different address, but now my contract has changed from £27 a month to £60 a month?!? With an initial bill of £140!!! All I wanted to do was change address and not create a new contract! The lady on the phone said not to worry, yet I see this new balance in my account.
What are my options here? I will refuse to pay the new rates. Would I be able to cancel the contract?
Quite frankly the customer service has been appalling. I have even tried to contact the first representative that promised me the move and he has completely ghosted me.
Any help is kindly appreciated. Thank you
