Virgin media

Andyz896

any help would be appreciated here;
i look after a 93 disabled lady who is bed bound and only has an old small ipad to use daily, she was paying £41 per month for broadband and £25 per month with BT for the phone.
I changed over to talktalk, but wasnt aware they wouldn't contact virgin to tell them of the change, i didnt have any account details as she had been with Virgin since 2012 and wasn't able to register an account as Virgins website facility is disabled.
I cancelled the direct debit at the point of switch over, but had no contact from virgin for 6-8 wks and now they want around 2 months payment from her which she really cannot afford, i have spoken to Virgin who said its not their fault and just pay the bill, i raised a complaint and they sent a letter saying they had tried to contact me (they havent as i have no missed calls) and to text this number ; 07533051809-this facility is a text bot and when you go through the process and enter that you want to talk about Broadband, it texts bank "thats what we are here for :-)" and then doesnt go anywhere. the complaint dept is apparently closed and the customer service person i spoke to today would not escalate the issue to a manager (she flat out refused).
very stuck and have an old lady crying because she is so worried about owing this money to Virgin

sorry for the war and peace but i have tried everything i can

JJ_Egan

True its not VMs fault its all down to the person that changed her service and also cancelled the DD .

Browntoa

As above.

Migration on ADSL is easy.

Migration from VM needs cancellation

Chino

Andyz896 said:

very stuck and have an old lady crying because she is so worried about owing this money to Virgin

As you caused the problem no doubt you will be doing the honourable thing and paying this money to VM.

If your current connection is with Virgin, you'll need to contact them.

https://www.talktalk.co.uk/shop/

cranford

As above its not VM's fault but hopefully they can help. Has the VM account been closed? Its difficult to get through to VM at the moment so the best I can suggest is that you make a posting on the VM community help forum.
https://community.virginmedia.com/t5/custom/page/page-id/CommunityHubForums
There is a section for "managing your account - cable"
A staff member may pick up your posting and suggest what to do and its possible they may give you a text number to use to communicate.

OrbitHeadache

Andyz896 said:

any help would be appreciated here;
i look after a 93 disabled lady who is bed bound and only has an old small ipad to use daily, she was paying £41 per month for broadband and £25 per month with BT for the phone.
I changed over to talktalk, but wasnt aware they wouldn't contact virgin to tell them of the change, i didnt have any account details as she had been with Virgin since 2012 and wasn't able to register an account as Virgins website facility is disabled.
I cancelled the direct debit at the point of switch over, but had no contact from virgin for 6-8 wks and now they want around 2 months payment from her which she really cannot afford, i have spoken to Virgin who said its not their fault and just pay the bill, i raised a complaint and they sent a letter saying they had tried to contact me (they havent as i have no missed calls) and to text this number ; 07533051809-this facility is a text bot and when you go through the process and enter that you want to talk about Broadband, it texts bank "thats what we are here for :-)" and then doesnt go anywhere. the complaint dept is apparently closed and the customer service person i spoke to today would not escalate the issue to a manager (she flat out refused).
very stuck and have an old lady crying because she is so worried about owing this money to Virgin

sorry for the war and peace but i have tried everything i can

Why did you cancel the direct debit before making sure everything was in order? Virgin are correct that the bill is owed.

cranford

Don't beat yourself up though as I am sure over the next  months you will have saved her quite a sum. I suspect TT is sub £30 a month whereas the bill before was £66. So in the next twelve months the savings will be about  £300 (£432 less the additional payment to VM of £132).