Nightmare moving from Virgin to NOW TV

Scrambo

Trying to take advantage of what, on the face of it, looked like a good deal for internet and phone with NOW TV, moving from Virgin Media. Had a connection date of 3/11 with NOW TV so arranged to stop the Virgin Media service on 5/11. Openreach engineer turned up on 3/11 and (cutting a long story short) went away without connecting the service. Spoke to NOW TV who said they'd be in touch about it with 72 hours. Spoke to Virgin and got them to extend my broadband and phone for another week to 12/11. Got a text from NOW TV on 5/11 saying there'd been a problem and they'd contact again on 11/11. Spoke to Virgin again and arranged for the broadband/tv to be extended to 26/11. No contact from NOW TV on 11/11 so had to call them again to be fobbed off with some story about Openreach's systems not working and they'd contact again by 17/11. On 12/11, Virgin Media stopped my broadband and tv package but kept the landline working. Benn calling both VM and NOW TV daily since 12/11 to 1) get my VM broadband connected again until NOW TV sort their mess out and 2) trying to find out what NOW TV are doing. How do you get someone at either provider to take any responsibility for sorting things out when you can't get past their gatekeepers on the "helpline" numbers? Ofcom are absolutely useless in this situation too as they won't deal with individual cases. How do you go about complaining so that someone takes action?

JJ_Egan

VM are in no way responsible as they do not provide anything but their own service .

The only ones to contact are Now who deal with OpenReach .

Personally i would cancel Now and take out a new VM contract .

flaneurs_lobster

I'd take the hint that NOW's customer service ratings have been richly deserved and ditch them (as @JJ_Egan suggests).

Does your 14-day cooling-off period start from your original 3/11 connection date? Means you've just got enough time to invoke it.

Sounds like VM have been more than accommodating to a customer who has already cancelled service with them twice.