I'm moving to a new place next weekend and took out my first ever broadband contract with Virgin Media this week as the alternative was a much slower BT line option. I'm leaving an abusive living situation and work from home, so getting my broadband set up quickly is really important to me.
Despite this hopefully being a new start, I've been quite stressed this week, not helped by my experience with the agents, and I did burst into tears on what must have been my 6th or 7th call yesterday following calls earlier in the week too.
They did ask if I was a 'vulnerable' customer in one of the early calls and perhaps I should have mentioned that I've been struggling recently, but I thought they were referring to people who perhaps have long term disabilities.
Firstly there were issues with the previous tenant of the house apparently still having their account active at the address (my landlord said they'd spoken to them, and they'd confirmed cancelling some time before so they had called VM again) and I ended going through some sort of back office disconnection request process twice.
My account was set up for the hardware to be sent to my current address (apparently it has to be signed for) so I know I have it when I move. I'm ok with this and with the tracking, I think I can make sure I receive it without any problems, but the confirmation email I received said it was being sent to my new address ahead of me getting the keys and the tracking link doesn't work. As it's some distance away and I won't have access yet that day, I can't be there there. I called up yesterday evening and was shouted at by a female agent and told they couldn't confirm where the hardware would be sent due to confidentiality. I asked if I could speak to someone senior (I'm sorry to do this, but I was very stressed) and was told no. I asked if I could speak to cancellations (hoping to be transferred to someone else) and was told no, they were cancellations. Eventually they said due to the dispatch not yet being made, they would send it to my current address, even though that should (was?) done by the agent when I took the contract out earlier in the day. I'm still not confident that's been set up correctly.
I'm really anxious in case there are further problems. I'm on hold to an agent at the moment (they went to check something - 30 minutes and counting). The broadband is my biggest worry about moving as there aren't any hot desking spaces in my area, and I don't have friends (who might offer for me to work from their homes) nearby either.
Does anyone know if it's possible to speak to someone in the UK who might be able to be a point of contact until things are up and running, which hopefully will be next weekend? I would feel a lot better if I knew the hardware was definitely coming to my current address so I have it when I go. Any advice would be much appreciated.
