As an update to this still ongoing issue, service personnel contacted over the phone have been moderate to little help yet overall have been zero help at all in correcting the issue as it stands. It is now understood that the problem is not with any new premesis code that is being generated as these will all be business codes due to any given premesis having a limit of two residential accounts.
The property already has two residential premesis codes, one active that belongs to another person and a disconnected account under another premesis code for the same address that is mine, however, upon the end of service upon moving to a new location before moving back later on someone working for Virgin Media incorrectly labelled the premesis code attached to the previous account as "demolished".
As it has now been explained in the most fragmented way imagineable following bits and pieces provided across many phone calls with many agents across both residential, business and customer service lines including one agent who had been trained to handled bot residential and business accounts, as a property can only have two residential premesis codes, when a new person begins a service with Virgin Media at the same address an account existed previously, the premesis code for the new account will remain while the new account will now end in 02, 03, 04, etc depending on how many previous account holders were at that property where the accounts exist consecutively.
As there have been two active accounts simultaneously at this address previously, with one still active under its own unique premesis code and the other having been miscatagorized as demolished despite monthly direct debits for a landline being made through the active account for the exact same address, all attempts at creating a new premesis code for a residential customer have failed and will continue to fail as what is required is not a new premesis code as these will default to being business codes for business accounts.
The currently miscatagorised account labelled as demolished needs to be set back to serviceable to allow the creation of the new residential account that will use the same residential premesis code with the new account ending 02. This should be nothing more than a simple amendment on the side of Virgin Media through their logging systems. Yet as has been a consistent case of poor system programming, no one single person thus far through direct contact seems to have any ability to either perform or raise the issue for the amendment to be made.
A previous agent over the phone suggested council records on the existence of the property would be necessary, it has been and must be highlighted that this is not true, as referencing the currently active account with its own premesis code that has active billing can be used by Virgin Media to verify the existence of the property, confirming it is not demolished. As if this were the case, Virgin Media would be liable for theft over active billing for a landline of a non-existent address.
Lee_R here of the forum team has brought up the internal team called Central House Files, this thus far is the most hopeful seeming department in terms of correcting the second premesis code from demolished to serviceable. All connections used with a fibre broadband service still exist at the property that in of itself also still exists, there has never been any demolition or removal of service lines or cables, the issue is purely with the miscatagorization along with the false attempts at creating a third residential premesis code for the property where the second needs to be made useable again in order to generate the new account ending in 02 using the second premesis code. This is what is needed to be done.
While this is hopeful, Lee_R would not provide any direct contact for Central House Files, only offering twitter@virginmedia.co.uk as the first contact in order for the e-mail to be forwarded over, again prolonging the process. The fact that any issue that requires a specific department to correct always happens to be unreachable without going through a multitude of steps if you are fortunate to communicate with an agent who knows of their existence is bemusing. What seems to be worse is there is no direct contact number if you are a business customer as a fair few times, knowledgeable agents would backhand the situation to the business department, however, many of the business agents were by far the most helpful and professional. Yet it is not good for business to have no form of direct communication with the correct department without going through many needless steps first. Fortunately, I am not a business customer, yet I could never recommend this.
Will see that the demolished status gets changed back to serviceable and then proceed with the quoted order promised by manager Christopher Lyttle of the home movers department along with Tia Thomas of sales after confirming it with the manager there also.
