We moved home a couple of weeks ago and have been in contact with VM two weeks in advance about our home move, mid-contract. First time dealing with their customer service. The first contact was a worry from the start, as despite being transferred to the Moving Home dept, he didn't get back to us for a week that the move at their hand had been initiated.
A few days after moving in, they finally told us they needed permission from the neighbouring flats above and below to run a cable up the tenement, no digging involved. It could only be done by snail mail and they'd have to send them back signed, then our process could start. We got their details day one and relayed them on to VM with their assurance that they'd get their letters within 48 hours. It's now been 10 working days. VM has told us the letters were sent three times. Neither neighbours have received anything. On the fourth call, VM told us they could email the letters too. We've now collected those emails and still no replies.
At this point, it feels like we're at an impasse and we'd like disconnect as any BT-line provider would have connected us already. We asked to be disconnected but due to our contract not being over, it comes with fees over 200 quid. We've talked to 9 different people yesterday between Movers, Retention and Customer Service, with varying levels of advice, including "get another provider and file a complaint to get your disconnection fee refunded" from one of the more exasperated Movers guy, who couldn't tell us why the letters weren't getting sent. Someone else suggested our neighbours were lying to us. (Our street got City Fibre this year, and downstairs neighbours is looking to switch to VM too once their current contract runs out.)
According to another CS rep, we still haven't been disconnected at the old address, despite the history of calls over the last month. It feels so messy.
Any advice would be helpful here. We'd be happy to continue our contract, but how do we get connected?
