[moyhim]

Hello chaps.

Gonna give u my story in short (in long below)
about 3 months ago, moved house and virgin media screwed up.
they lost our phone number and gave it back to BT.
took me total of 1 month and half with virgin + 1 month with BT to get my number back.
The package I had before i Moved TV,PHONE + BB = £37
I had to goto BT in order to get my number back so cancelled TV & PHONE but carried on with virgin for BB
Package now BB = £37

so after being seriously peeved off, wrote letter saying i would like the £124.99 reimbursed which Bt are charging for connection, and the line rental lowering as it seems odd that I am paying same amount for fewer services.

they rang me today
offered me my £124.99 back for the connection charge from BT (fair enough)
and as for line rental, 2 months free service.... and then, the same charge afterwards £37 month.
PEEVED OFF, said NO to the guy told him that was pathetic. He tells me thats the best price they can do for 20mb BB alone, when clearly this isnt the case as new customers can get this for £26 per month. Told him I will take this further (CISAS)

Thought i would share this with you all as Im seriously peeved off with the D@£K%&%D$
I am going to take this further to the CISAS, what do you reckon they will get me

Letter I gave em below:

[moyhim]

Letter

Originally Posted by letter

i am writing in relation to a dispute regarding the ‘loss’ of my telephone number, an occurrence which took place when i changed address, and which has failed to be adequately resolved over a matter of months and a number of phone calls.

In march 2008 i arranged for my virgin package to be moved from ?? Street, to my new address of ?? Road. At this time i was assured by one of your customer service advisors that my telephone number would be transferred from one to the other.

On the date in question, both my internet and television connection were switched to the new address however the telephone line was not activated due a technical problem with the line and an engineer was called out to fix the problem.

The engineer connected my telephone line and gave me a temporary number of 00000 000000, i asked the engineer whether i would get my old number back, and was reassured that this would not be a problem, i just had to ring 150 and my original number would be ported.

After phoning 150 i was told that my original number would be ported back “within a few days”. After waiting a few days i again contacted one of your advisors who again told me that my number had been given back to bt but would be ported back “within a few days”. This rigmarole continued for another month and 10 days until i was eventually informed that there was nothing that could be done, and that my telephone number had been disconnected and given back to bt, and that there was nothing you could do.

Given that i have used this number for the past 20 years, to be told that it had been ‘lost’ was beyond a joke. Incidentally, “appauling” was exactly how one of your employees described the situation.

As if to add insult to injury, i was given no other option from your advisors other than to connect back to bt for a charge of £124.99 in order to retrieve my original telephone number. This was in spite of the fact that i was without it for a total of over 2 months due to the incompetence of your company, and through no fault of my own. I finally got my number back with bt on 02/06/08.

Feeling a touch dissatisfied with virgin’s customer service in particular, and it’s ineptitude in general, i cancelled my telephone and television package and opted to continue solely with your broadband service. Since doing so, i have been charged £37 a month for the service.

As i consider this charge to be rather extortionate, i have tried speaking to one of your advisors about having it reduced. Having been met with the response that £37 is the standard charge, which sounds ridiculous considering i was paying the same amount with 3 services, tv, internet and phone line.

In attempting to resolve this situation, i have spent prolonged hours on the phone. On many occasions i have been promised call-backs, not once have i received a reply.
In total i have been without my original phone number for over 2 months, in which you have wasted my time, and money. You have also caused a lot of distress to me and family members as we have relatives from bangladesh who could not contact us due to this lengthy amount of time.


My claim for this dispute is two-fold.

Firstly, that i be reimbursed the £124.99 which i paid to bt to recover my telephone number. I am sure that you wouldn’t consider this to be unreasonable, given that it was your fault that caused me to lose it in the first place. I fail to see how i should be held responsible, be it financially or in any other form.

Secondly, i would request that my broadband fee be reduced. Quite aside from the fact that i am being charged an extortionate fee for a product of declining quality, it would be much appreciated if virgin could acknowledge the inconvenience that i have been caused. This whole episode has been an appalling example of customer service in practice, and not one which any paying customer should expect to experience.


If there has been no acceptable resolution to this complaint i will be lodging a formal complaint with cisas.

I look forward to hearing from you soon.

[Adcook]

Its a fair enough claim I say and a good letter, however if you havent already sent it and considering taking the matter further Id suggest putting a deadline on it for resolution. Make it a resonable one (say 3 weeks) and then when they havent responded in that time which Im almost certain they wont it will be much easier to take further.