I'm having a lot of difficulty moving home, this is the process I've been through so far.
1. Enquired on website to let them know I'm moving home. Went through the process with a team member on the phone which was then confirmed as booked in for 12th of July.
2. Rang the next day to double-check and the team member had no record of this request. This team member then put me on hold indefinitely (i waited 45 minutes) until the line went dead
3. Rang the cancellation line to try and speak to someone who could help and they forwarded me to the moving department and said they would wait on the line until my issue was resolved. I waited another 15 minutes on the call and the line cut off.
4. Rang up yesterday, the person helped me a little but then put me on hold for 30 minutes and then said they would call me back in an hour (due to an error in the system). This never happened.
Can someone please help me move my line? Feels like I'm banging my head against a brick wall.
I had a call with a lovely chap this morning to discuss this and he mentioned there was some difficulty in getting my order processed due to my new address being in the same area as my existing address.
We had a 45-minute phone call where he said he needed to get some support and would call me back shortly, this was a couple of hours ago and now I've received a text saying I need to send back my equipment. He hasn't called me back like he said I would after I explained the difficulty I'm having.
Is there anyone at Virgin who can help me get my internet moved over to the new address? My partner and I are working from home and this is making it very difficult.