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HappyBunny1977
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Early disconnection fees

Hello,
the issue with moving home continues. I've been chasing Virgin for about a month and a half if they can connect the service to the new property. Useless customer service was giving me different information depending on who you talking to: "Yes, we can connect | we will send the installation team to check (nobody showed up) | no we can't connect even if you are  3 numbers down from the house where we can connect" etc.

The last information was (after 2 hours on the phone) - yes, we can connect but we don't know when. I'm sorry, I can't wait unknown time, but they want me to pay for the service that I don't recive. Then suggestion from the customer service is to disconnect the service and pay the early disconnection fee. This sounds so unfair! I've been a Virgin customer for more than 10 years. Also, I've been given false information for a long time and I've paid for a service that I haven't received. In this particular matter, the early disconnection fee seems to be very improper.

Is this is the way to treat long-term customers? Shame on you Virgin!

 

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-tony-
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Re: Early disconnection fees

you raised this earlier and @Christy_D offered help - did that come to anything - he is specialist at this sort of thing - if he could do nothing then you are wasting your time with CS

things like this happen - i have been with them 20 + years - the cable stops at my house as i lived next door to waste land - houses were build 14 years ago and all on the road in the new houses cannot get VM as there is no duct and no cable - maybe thats what happened with your house 

 

____________________

Tony
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HappyBunny1977
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Re: Early disconnection fees

Hi, she send me to the transfer team. That's all.

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Kath_F
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Re: Early disconnection fees

Hi HappyBunny1977, 

Thanks for your post and apologies to hear you've been left with no clear agreement in place. 

I can certainly take a look to see where we are with things. I will need to confirm some information with you in order for me to proceed with checks.

I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right hand side of the page to access your inbox.


Thanks,
 

 

Kath_F
Forum Team



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