Hello,
I am experiencing a similar problem. A health and safety flag appears on a property (flat) I have just purchased which is already served by an active Virgin media broadband account. I spoke to Virgin Media numerous times prior to completing my house purchase to ensure I could continue to receive broadband services via the fibre optic cable which was previously installed in the property by the seller. I was assured that (as Virgin services were already active in the property) the health and safety flag must have been added to the account by mistake, and it would not be a problem to remove it, and receive services going forward. I proceeded on this reliance.
I spoke (again) with Virgin Media yesterday who removed the flag so they could close down the old account on the property, and process my new order for services. They took my account details and signed me up for new services over the phone, telling me the flag had been removed and I could do the installation myself without needing an engineer to attend, because the property was already fitted with a fibre-optic cable. As soon as I'd signed up, this advice changed and they informed me that I would need to wait for an engineer appointment, which I accepted (and arranged for Friday). Today I received an email from Virgin (no phone call) stating that the health and safety flag was, in fact, valid because of access to cabling and the property could no longer receive Virgin services, so they were cancelling my services. No call, or explanation of why this is the case. As until yesterday, services were obtainable via the property and the seller had an active Virgin account he was paying for. There has been no change to the infrastructure, or access to the property, as between yesterday and today. Can someone please explain what the issue is and why no-one has been able to explain it to me over the phone despite numerous lengthy calls with Virgin Media?
Please can you also explain why, when I phoned your general sales team they were not able to talk to me about this issue? They stated that I must speak to the person who sent me the email. When I asked for them to transfer me to the person who sent me the email, they told me this was also possible; individuals no longer accept calls and correspondence must be by email. Clearly, this is an issue where I need to speak to someone directly to understand what is going on.
Thanks,
Andy
[MOD EDIT: post split from old thread]