Virgin Media refusing to provide service.

zoltron

Hi all i'm new to this forum and need a bit of advice regarding Virgin Media.

Many years back I had an account with Virgin Media when they were known as Telewest. I cancelled my services as me and my wife divorced and I left the family home, my balance with Telewest was cleared on closure of the account.

Now since leaving the family home I understand my ex-wife took up services with virgin media.

Now fast forward to the present day, I recently moved back home as my ex-wife has now moved abroard with loverboy and the children. I have recently tried to order new services with Virgin Media and have been told they can't supply as there is a debt left by my ex-wife.

My question is where do I stand on getting this sorted out, as I have taken the matter right to the top at the Chief Exec's office and still no joy, they are saying I have to pay my ex-wifes debt, which I think is very wrong as my original account with them was left in good standing and they can see this. I don't mind paying what I owe but this is not the case I don't owe them a single penny and I am not prepared to pay for someone elses services.

Anyone have any ideas, I did think of putting in a formal complaint in writing and if I get no joy take the matter to CISAS who I believe is their regulator.

spike7451

The debt as far as VM are concerned is at the address so the address is blocked until it is cleared off her account,as far as they're concerned until you can prove she no longer lives there,the debt will remain & the address blocked from service.

Heinz

Or perhaps you should look at it as a blessing in disguise (numerous posts on here suggest VM is the most expensive voice telephony provider in the country).

zoltron

I total understand what you are saying however, I have given all the information virgin media have requested including paperwork from our separation and a forwarding address in the USA.

This matter has been long running for 5 months now and my patience is wearing thin with VM now.


VM keep off loading their excuses on the credit reference agency they use which is experian, VM are saying they can see me and my ex-wife are still linked financially but I have requested my credit report from experian and the financial links have been broken so I can't understand what VM are talking about.

I think maybe its time to either sort this matter out by looking for another provider or getting the ombudsman involved.

To simply hear that the address is blocked because of a debt that someone else has run up doesn't make sence especially when I have given them every single piece of information they have requested.

Heinz

Sounds like it's a case of "the computer says no" and you're stuck because poorly-trained staff and/or procedures don't allow anything 'out of the ordinary'.