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cubfax
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Message 1 of 6
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Account cancelled without me being told!

So I ordered Virgin Broadband. How dare I, right?

A guy came out (I live in a tower block) on the 4th, noted that an installation had only partly been attempted before, and said it would be a two many job. 

I got a letter through saying it would be installed today - between 8am and 1pm. 14 days' delay, not great, but they emailed me on the 6th saying there'd be £5 compensation per day of delay, so that's... ok, I guess.

I got no confirmation through - which was odd, but not unheard of. I did get a check for £10 with no letter explaining it, which I assumed was part of the compensation for the delay. But that was it.

Installation day rolled around, and - no-one came. Very annoying, but I know these things happen from time to time. So I rang up.

I was stunned to be told the account was cancelled due to the building being non-serviceable. Not only that, it had been cancelled on the 5th! They hadn't told me!

They hadn't told me! My jaw is on the floor. They cancelled my account without telling me.

For the record, others in the building have Virgin Broadband. No-one actually came out to establish the building was non-serviceable (the flats have been modernised, surely broadband can be connected? They are the only dwellings at that postcode which showed up as being connected to Virgin Broadband)

The last 13 days could have been spent wrangling with Virgin about this (I was not given a reason why it was 'non-serviceable', despite pushing). Or trying to find another broadband solution. But no! Because I wasn't told! 

I've been waiting for nearly four weeks since my initial order for installation, which I thought was coming. I need access! If you can't give it me - tell me why (really why) and tell me as soon as you know. The time and inconvenience I could have saved.

To cancel my account without telling me - that one basic fact - goes way beyond bad customer service. I didn't think customer service could *be* this bad. I am spitting with rage right now, and will be pursuing this as far as I can (including through the Omudsman). 

How can this be ok?

I'm just - speechless!

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Andruser
Knows their stuff
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Message 2 of 6
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Re: Account cancelled without me being told!

"To cancel my account without telling me - that one basic fact - goes way beyond bad customer service. I didn't think customer service could *be* this bad. I am spitting with rage right now, and will be pursuing this as far as I can (including through the Omudsman). "

Consider this a lucky escape.  On Trustpilot, VM score a bostin'  1.2 out of five - but since you can't award less than one out of five.....

Regarding your problem, unlike BT, Virgin Media have no universal service obligation.  Or, in English, they can do this, because they only have to serve their own short term economic interests.

You can try complaining, although I regret that I doubt VM will take any notice.  Search and follow the Virgin Media Complaints Policy.  And you'll need to do that before you can then complain to the Ombudsman.  In the case of Virgin Media, this service is provided by CISAS, and they will take complaints from intending customers, as well as those who actually are customers.  

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chenks
Community elder
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Message 3 of 6
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Re: Account cancelled without me being told!

look on the bright side though, you're £10 in profit.
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Forum Team (Retired) David_Pn
Forum Team (Retired)
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Message 4 of 6
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Re: Account cancelled without me being told!

Hi cubfax

 

Welcome to our community forum pages and thank you for taking the time to post.

 

We are sorry to hear about the installation not going ahead. We appreciate that this must be very disappointing.

 

Before an installation takes place we will always conduct some checks of the property and sometimes this can result in delays or failed installations due to factors beyond our control.

 

It's disappointing to hear that you were not informed that this was the case and we apologise for the inconvenience and disruption caused resulting in the account being cancelled.

 

This certainly isn't the kind of service which we aim to provide.

 

Full details of our complaints code of practice are available here should you wish to take a look in the meantime. 

 

 

David_Pn
Forum Team

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griffin
Alessandro Volta
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Message 5 of 6
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Re: Account cancelled without me being told!

Another unbiased view from Anduser who fails to mention BT's score on Trust Pilot is about the same as VM's. with a 1.3 rating.

Rather than take sites where people are clearly venting as gospel, I would look at Ofcom's official figures, where proper research is carried out, not just people venting.

VM have not got any obligation to service your property, and if you are living on the forth floor a specialised Heights team would probably be required, which may make your property unprofitable to service.

It is a poor show that VM failed to inform you that the service couldn't be installed. For a communications company VM's internal communication can be very poor.

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VMCopperUser
Trouble shooter
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Message 6 of 6
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Re: Account cancelled without me being told!

It does sound a bit odd that others can get the service and not you.

Are there any users on floors above you that have the service, or on your floor who has the service?.

I know another building at the moment and the whole building was given a special deal by Sky for the Sky Q service (It's a huge discount to be honest).  The funny part is that no one in the building can get it because the building operators refuse to give Sky access to the system to make it ready for Sky Q, nor upgrade the communal system for Sky Q.  I am not sure how the directors of said company that runs the building managed to get such a deal - that can't be used, but that's another thing I guess.  Probably similar to how my wife's boss got a free gold iWatch, top iPhone model and iPad, just before the company decided that iPhones were the best solution to their problems....  Anyhow.

It could just be that, at one point in time, the staff who manages the building would deal with providers and give them all the access they need, and now there's no one who is willing/able to make it happen. 

Look here https://www.hyperoptic.com/map/ and see if they have any service at buildings near you, or even yours.  Look to see if they are registering interest.  The packages are a LOT cheaper than virgin and the service should be generally better for most people.  They focus on the types of buildings that your in, so it's worth a peek.

----
I do not work for VM, but I would. It is just a Job.
Most things I say I make up and sometimes it's useful, don't be mean if it's wrong.
I would also make websites for them, because the job never seems to require the website to work.
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