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Yonoff
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Offline for 8 days, forced into new contract and still nothing...

Out account got deleted by accident 9 months into the contract. There were no faults, no outstanding payments and nobody moving in/out. Me and my wife spend a whole week ringing and chatting for hours... We received tens of different explanations and everyone felt sorry for whats happened. Finally someone suggested to stop trying to re-activate the old account and open a brand new one, which will solve all problems... So we had to sign a new 24month contract and patiently waited 4 days for self installation kit, which is working just fine, but there is no signal in the box... Zero help from costumer service, authoritarian and monopolist policies. If we don't get through by end of weekend we are out of this.

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MikeRobbo
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Message 2 of 6
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Re: Offline for 8 days, forced into new contract and still nothing...

With acknowledgements to newapollo.

 It sounds like the box hasn't been activated yet.

You need to call 0800 953 9500 to activate the box. You will need the box serial number, and your account number and area code.

You could also try contacting  New accounts and Set Up for them to complete the setup and activation. That would be options 1,1,1 and 4 if dialling 150 from a Virgin landline , or options 1,1,2 and 4  if dialling 0345 4541111 from any other phone

You could also try the following :- VM have recently started pre-activating their equipment, and the box should call "home" and be activated within 30 minutes, however sometimes this fails and the advice is to sign into Service status at the top of this page and run a test against the equipment you are installing. By doing this VM will be able to reboot the box or put you in touch with the right team.


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Natalie_L
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Re: Offline for 8 days, forced into new contract and still nothing...

Hi Yonoff,

 

Welcome to the Community and thank you for posting. 

 

I am very sorry to hear of the issues you have been experiencing with the service and contacting the team. 

 

I have taken a look from our side and can see you have had a visit from one of our technicians. 

How have things been since then please? 

 

 

Nat
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Yonoff
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Re: Offline for 8 days, forced into new contract and still nothing...

I can confirm that the problem was fixed by the visiting engineer. Although we never received an apology, let alone a compensation for being disconnected for 13 days during lockdown. We never understood the grounds for this, why would a new account be closed unilaterally when we have paid in advance. Not only it was closed without permission or notice, moreover my partner keeps receiving calls about cancellation fees. After all you have put us through...how much worse can it get? We are so exhaused of this oddesey, Please can you sort this mess out, otherwise we will be forced to change supplier. 

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Alex_RM
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Re: Offline for 8 days, forced into new contract and still nothing...

Glad to hear you're up and running Yonoff,

 

I'm sorry you were left without service, with no apology.

 

So I can take a closer look at what happened I've popped you over a private message.

 

Alex_Rm

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Yonoff
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Re: Offline for 8 days, forced into new contract and still nothing...

Hi Lee,

Thanks for checking this. Have you actually looked at the thread from November 2020. We never asked for a name change and we were not given any ground for this change to occur. I was forced into a new contract and was not explained the consequences from this. Later in August 2021, after a dozen enquiries, I still didn't receive any communication stating there would be a charge. 

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