Virgin Media duplicate account same address

Caz3121

Posting on behalf of my daughter who has had her internet and phone disconnected by Virgin Media.

She lives in a flat 16b and received a letter this week addressed to a Mr Smith (can't remember the name) sent to her address welcoming him to Virgin Media and received a letter to herself the next day to say that as someone else was getting Virgin at her address hers would be disconnected and could she please provide her new address. All disconnected now no incomming calls just a strange tone when you try to ring her.

The office is closed and she is guessing she is going to have to track down Mr Smith who it looks like has given the wrong address to Virgin and get him to correct the error. All her bills are up to date...anyone else had this and any idea how long it could take them to sort this out and whether they will compensate her for this error.