My elderly parents have been without any services - telephone, broadband/tv for 2 days now - we thought it may be a temporary outage as this has happened several times, mainly with the telephone being out of service for 2/3 days at a time.
They don't have a mobile so can't try to call, I have checked their account online and they have been disconnected! They pay via direct debit and have no issues with non-payments!! I'm outraged as my mum can't get out much and watches a fair bit of tv and my Dad uses email and we can't contact them or vice versa. You realise how poor the communication options are when something like this happens - there is no way of calling regarding their account because it's been disconnected and of course I am on Virgin Media too so I would be directed re: my account.
I have tried the messaging service and it appears that the people moving in to the flat above have applied for an account and it has been confused as being a new customer in my parents flat!!! They say they tried to call but my parents are so wary of sales calls they may have either chosen not to answer or misunderstood thinking it was a sales call - they don't recollect anyone trying to contact them and why not email as well? I can't believe this can happen when my parents have a valid account number and are clearly paying monthly - surely it was obvious there was an error.
I am now referred to the mover's team but want to keep this open as, based on past experience, i'm not confident of this being resolved by the mover's team
Update: after having to go through the whole thing again, the movers team has agreed to reconnect my parents within 24 - 48 hours - they can't change the address until the reconnection has gone through, which means going through the process of contacting again but at least my parents should have their account reinstated. Needless to say, I will be requesting some kind of compensation for them but who knows when that will be. Difficult times and not blaming staff, but Virgin Media's customer service is appalling given what my parents are paying. The only option it seems we have is to threaten to leave, which isn't great.