Virgin not honouring what they say on their website

northlondonlynn

I recently moved house and wanted to take my long-standing Virgin broadband account with me. Their website says "Your street is already connected, so it’s easy to turn you on." I'd signed up for their Broadband-only deal, which says "[FONT=&quot]No need for a Virgin Phone line[/FONT]."

My installation was scheduled for 28 May, but postponed at short notice because they needed to do some additional cabling work in the street. (We're talking about an urban, inner London street where many of the houses are already hooked up to Virgin.)

Ten long weeks later - after much chasing on my part - they've told me that the cabling work is too expensive, and they won't do it unless I take an additional service from them, ie a phone line.

I'm so angry about this. I've spent thousands of pounds with them over the years, and would happily have spent hundreds more over the next 18 months for their 100mb broadband service. But I don't want a landline, 'cos I'd never use it.

I think it's pretty shoddy of them, but I guess it's all about the bottom line, and customer loyalty/customer service mean nothing to them.

blueghost

don't virgin media offer a 28 day cancellation policy? Just say yes then cancel it within 28 days. Will serve them right. they might even offer you just the broadband to stick with them

GwylimT

Hmm, I would most likely cancel, but it might be an idea to approach some residents who have virgin, explain your situation and ask if they have a home phone and if they do is the contract with virgin.

Nada666

Why should they spend hundreds/thousands of pounds wiring to your house if you are only going to take up a single low-profits service with them? If you move house then you have to spend money adjusting that home to your needs - whether it is a new bathroom suite, new curtains or an unwanted £14.50 per month landline for a while.

northlondonlynn

What annoys me, Nada666, is that they haven't delivered what they originally promised me. It's over 3 months since I told them I was moving. Their website says "Moving home? We'll have you up and running at your new address in 14 days or less." They accepted my request for a specific service, and gave the impression it would be a straightforward installation because the street is already cabled up. After postponing my installation, it's taken them 10 weeks to realise - or to tell me - that they can't in fact connect the house to the existing cabling, and that the deal I was signing up for is no longer available to me.

Although I'm an existing customer, they were still going to charge an installation fee at the new address. I'd happily have paid this.