Hi all!
Just been on with live chat and on the phone and I'm afraid as I had experienced earlier this year the customer service is appalling, and they are just not getting the question I am trying to ask.....so I thought I would post it here so someone from Virgin can see it and hopefully help like earlier this year...
We originally had an account under my partners name [REMOVED] and registered to W*****@hotmail.co.uk.
We moved house in June of this year and were told by Virgin we could get broadband installed at our new address. A new account of [REMOVED] was set up and was also registered to W*****@hotmail.co.uk . However, after nearly 3 months of the installation date being continually pushed back, we were informed that Virgin Broadband was not actually available in our area.
As such we reluctantly took out a contract with Vodafone to have our broadband delivered over our existing telephone line.
A representative from Virgin called at the house yesterday and said Virgin Broadband was now definitely available at our address and apologised for the confusion earlier this year (It would appear the cable wasn’t quite reaching our address earlier in the year). As such we signed up for a NEW account again under [REMOVED].
So the 2 questions I have are as follows:
- I have tried accessing the new account details both online and via the app. However, when I try and associate this new account with my email address W*****@hotmail.co.uk it states the email address is already in use. Can this new account please be associated with my email address?
- Also, the Virgin representative asked me to enquire about additional compensation/offers. Due to the fact we had multiple failed installations this year by Virgin and in the end had to go with Vodafone we are now tied into a 24 months contract and only 2 months in meaning our early cancellation fee will be £333.04 ☹
Thanks for your assistance on the 2 above queries.
[MOD EDIT: Personal and private information has been removed from this post.]
