Last night I turned my modem off at the plug for a few minutes while I moved some things around and when I reconnected everything I was getting a red light at the right side of the modem and no connection.
I called Virgin and the person I spoke to told me that they would not be able to access my account details and that I would need to call back tomorrow when the people who could access the records of people who get the service down the phone line would be available.
Since the above I have used a pay as you go dongle and checked my email and logged into my account, I have an email saying "we are sorry to see you go" as below:
We're really sorry to hear that you're cancelling your Virgin Media
service. To get the ball rolling, we'll be sending in a cancellation
request for you and your service will be removed. We'll get in touch
with you again to confirm your disconnection date but, just so you know,
our target disconnection date is currently:
25-10-2010
Just so you know, if you're cancelling your phone service with us,
you'll need to find another supplier, or you might be left without a
working phone line!
If you have any questions in the meantime, you can contact us using our
webform at http://www.virgin.net/customers/contactus/index.html. To talk
it through with one of our team, just dial 150 from your Virgin Phone or
0845 454 2222 from any other phone line.
But I have not asked to leave, upon logging into my account to check payments are up to date and everything I see that there is a message saying "We need to talk to you about this account....".
I followed up with a phone call today and was told that BT have disconnected the line and I was asked if I spoke to any other phone provider and asked to change service provider which I did not. Having clarified this I was told I needed to go through to the sales team to have my account reactivated.
At this point I found out that I would need to wait 7-10 days for the account to be reactivated, when I asked if there was any way this timeframe could be reduced I was connected to a manager but in the nature of the public form will not post their name.
The manager I was talking to insisted that there was no way that the reconnection could be done any quicker, I then enquired as to why the line was cut off and I was told that this was something I would need to take up with BT. I asked for a contact number or who I would be best speaking to at BT but the manager did not know and was unable to provide any details.
I asked about a credit for the time that the service was not available and was told that this was not an option as Virgin were not billing me for the service. At this point I highlighted that Virgin were reselling the BT line and I was paying them for the service.
At this time it was drawn to my attention that there was a disconnection charge and a reconnection charge both of which would be refunded to my account. I pressed the issue regarding the line rental for the time I would not be able to use the service but made no progress with the manager who just kept pointing the finger at BT.
It concerns me how flippant the whole conversation was and how unaware Virgin seem to be of BTs actions, if BT have cut this line off without instruction from Virgin then this is something I would expect Virgin to be able to follow up on as it reflects on Virgin and there is nothing to stop this happening again.
At the end of the call I asked to be put back through to the sales team but the manager was not able to transfer my call and asked that I call back.
I suspect that the problem is not totally the fault of BT as I have discovered my @virginmedia email address has been closed which would have nothing to do with BT. I also received an email from Virgin Media saying my service was to be cut off a few hours before we lost connection.
Having spoken to the sales team I am now back in the standard activation process with the phoneline been put through and the broadband to follow, however, there is still a message in my account areas saying I should call them. Does anyone have any similar experiences or and information regarding a quick reconnection?
