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ssandison
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Services disconnected because of move that I thought I’d rescheduled

Not sure if anyone can help?

My services have been disconnected because my move date was not rescheduled as I thought it had been.

I contacted VM immediately this morning and asked for my services to be restored which I was assured would happen after 4 hours.

The 4 hours came and went so I contacted again and was assured that it had been arranged and it would happen at some point today.

I’m now starting to worry as the weekend is about to begin and I feel I’ve been given the run around and that the next opportunity to get this sorted will be on Monday.

I work from home and have been able to use my phone connection as a backup but it’s not ideal and I don’t want to run out of data before I get my services restored.

I’ve tried chat service and phoning to no avail so now hoping someone on here can help me.

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ssandison
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Re: Services disconnected because of move that I thought I’d rescheduled

Ok so I waited up until just after midnight as I had a sneaky suspicion it might just all come back at midnight.

Low and behold the internet came back online.

Now that leaves me with a few thoughts. Did VM staff know the system works this way and just told me a load of rubbish all day to stop me complaining or do they genuinely have no idea how their own system works?

The other thought I have is why does the system work this way in the first place? This is pretty poor for a modern system. I phoned first thing in the morning and someone wasn’t able to just correct my account and get me back on. Does it really take until midnight for a change to actually go into place? That’s ridiculous frankly.

Another thought is that now I’m really not looking forward to moving when I eventually do as VM think it’s a good idea to switch off your services 24 hours before you move leaving you with nothing until you actually move in and get their engineer out. On my account when logging into the site it suggested I had left VM and have no services. Is this a breach of contract perhaps? I’d sort of understand if I was moving to another area but I’m only moving a few streets over. Why can’t they just change the address on my account? We all know the boxes would just work at the new address anyway.

I’m glad my services are back but VM need to get themselves sorted out really. I guess this is the consequences of only having two realistic options in the pay tv market. I may have to consider moving to the only other option when renewal time next comes around.

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newapollo
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Re: Services disconnected because of move that I thought I’d rescheduled


@ssandison wrote:

 

On my account when logging into the site it suggested I had left VM and have no services. Is this a breach of contract perhaps? I’d sort of understand if I was moving to another area but I’m only moving a few streets over. Why can’t they just change the address on my account? We all know the boxes would just work at the new address anyway.

 


Hi @ssandison 

I'm glad to see your system is now back online.

VM accounts are address specific, so when moving they close the original account and set up a new one for the new address.

Depending on where customers move to, the existing boxes may not work (unless it's very local) as their systems are set up on areas based on the old franchises before all the cable services where amalgamated into VM, so sometimes new equipment is supplied. 

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali


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ssandison
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Re: Services disconnected because of move that I thought I’d rescheduled

Thanks for your reply it’s interesting to know how the system works but you think they would address this issue as it’s a poor way of doing things.

At least they could detect that you are moving to the same area and apply a different policy in that case to a different area which would be less hassle for the customer.

I think the way they worded the message on their site a more scrupulous customer could cancel their contract as they state you have left so therefore the contract is over and then get the benefit of new customer offers once moved. That would be a terrible outcome wouldn’t it lol.

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