On 14th February I requested my services (Fibre Broadband Oomph with 5GB Virgin Mobile) be moved to a different address effective 5th March. Shortly after this date, I got a message from Virgin Mobile stating that my phone would be disconnected per my request. A request I did not submit nor had any knowledge of being submitted on my behalf.
After 5 calls to various teams between, 5th and 9th March, I was told by a Virgin Media associate that the email was sent in error and there would be no disruption to services, to ignore the email and carry on as normal. On these occasions I twice asked to speak to a manager, but was told both times that ALL managers were in a meeting. They told me a manager would call me later, but this did not happen. My phone was disconnected on 11th April and my number which I have used for 8 years has been lost. This has been extremely distressing and will be an administrative nightmare. I've now been without a working phone for 5 days, and was told that the only way to get my number back was to pay for a new contract with Virgin, which I have, with no guarantees of retrieving my old number. This whole experience has been awful and Virgin Media have been unable to rectify my situation. I want Virgin Media to retrieve my previous number and recompense me for the inconvenience and distress caused as well as the new contract I have had to sign up for.
