I think my Virgin Media broadband has been cancelled from their end without telling me - but nobody from Virgin Media will tell me either way for certain.
I need to know where I stand so that I can move forward with getting a reliable internet connection. I work from home as a software developer so this is necessary for my living, and it's worrying me that my connection might cut out at any minute. I find it bizarre that I can't even get a yes or no regarding whether I am still a Virgin Media customer.
I'm posting on the forum because when I asked Virgin Media support representatives, I spent hours and only got evasive answers.
I arranged my house move on 26th Jan. It's now 9th Apr and not only do I not have a connection, I don't know whether or not I have a contract.
Here's a summary of the situation:
1. I have one account number that's cancelled.
2. I have another that may or may not be cancelled, I can't find out.
3. I have been given a Virgin Mobile account that I don't know anything about (fees, limits).
What I want is:
1. Some clarity about what services I've been set up with and certainty that I have a reliable connection.
2. Either a commitment to set my cable connection up, or confirmation that I have no obligation to you so I can sign up with another provider.
I think that's the bare minimum level of customer service and I'm amazing I'm having to ask for it. Please somebody help.
Here's the full story.
I recently moved house and I requested to move my Virgin Media package to my new address. The representative told me I would be starting a new 18-month contract at the new address.
The installation was scheduled for 14th Feb. On the installation day, the engineer found that an underground drain outside the property was blocked, so the installation could not be completed that day. The cable needed to be passed through the drain to reach the property. He said he would schedule a team to come and clear the drain and complete the installation.
A few days later, I got a call informing me that I would be sent a Huawei 4G hub as a stop-gap measure to keep me going until my broadband was installed. The representative told me it has a 200GB limit, but I could top it up for free so it was sure to keep me going until the cable installation.
When I received the 4G hub, I found that there were no instructions on how to top it up or check the balance and I have no written information about what the data limit is. I seem to be sent a bill for £0 every month for a Virgin Media account, but I don't know what that means in terms of data limits and nobody told me this would happen. I assume that the 200GB auto-renews every month, but I have no way of knowing. I can't check the balance. I tried signing up to the My Virgin Media website with the mobile account details, but in order to do that you need to receive an SMS to verify the number. Since the 4G hub doesn't receive SMS and the SIM card doesn't fit into any modern phone (it's the large size format), I can't do this - so **I have no way to check the balance, or even to know if there IS a balance**. Again, since I work from home as a software developer, having a data limit that I can't top up is worrying for me. It might cut out at any time and I'd be unable to do my job (what if it cuts out during an important meeting?)
I received a call from Virgin Media and I was told that the team to clear the drain would be coming on the 24th March. That day came and went, with nobody coming to do the work.
Regarding my broadband account, I received a bill with a certain amount discounted - I assumed this was because the service wasn't currently being provided. I now know this is because the old account was cancelled and a new account has been set up.
This prompted me to sign in to the My Virgin Media online account website to check if I could get some information about my installation. I found there that the original account (number ending 10) has been cancelled - my broadband and line rental have been removed. When I sign into the Virgin Media mobile app with this account number, it says "DISCONNECTED" in big red lettering.
However, the installation email states a different account number (ending 01), so I'm now unsure whether:
1. My account has been cancelled without me being informed / asked, or
2. I still have an active account with Virgin Media (ending 01) and I'm tied into an 18-month contract for a service that's not being provided.
I contacted customer service via the WhatsApp chat (an experience that took literally all day) and the representative told me the address is not serviceable. This is not true, the installation engineer said the drain needs unblocking and this is very common in my area. Also my parents who live literally across the street have Virgin Media.
The customer service representative told me he would forward my case on to Project Lightning and I would hear from them within 24-48 hours. A few days later, I got a text arranging to come and collect my router (implying my service is cancelled). I agreed, but nobody came on the day. I got a call a few days later trying to re-arrange, but at this time I did not re-arrange pickup because, as I've been saying, **I don't know for sure if my account is cancelled or not**.
This is insane. How have I gone from having my broadband installation arranged in time for moving in, to not having the service **or even knowing whether I'm free to sign up with another provider** 10 weeks later?