Really upset with VM

nikki702 · 27-02-2011, 19:32

Hi everyone

This is my first post someone told me about these forums on mse.

I was watching tv when all of a sudden it said I am
not subscribed to that channel please call

Tried to use the internet and that wasn't working so
call them up.

The lady told me my services have been suspended
because the person in my property had moved and
new people were moving in.

I have lived here for 4.5 years and am not moving!
She gave me a mans name who called and I have
never heard of him

She said I can't have my services back until I speak
to customer relations tomorrow.

My TV services have been reduced to free channels, my landline has been put on incoming only and my broadband cut off, my vm email has also been suspended

I pay by direct debit which was taken on 21st Feb

I am so annoyed by all this how and why would this
happen?

Thanks

---------- Post added at 18:32 ---------- Previous post was at 18:31 ----------

Sorry if everything seems bunched together I am posting from my phone

27-02-2011, 19:51

welcome to the forum

Is the service in your name ?

nikki702 · 27-02-2011, 19:56

Hi thanks for the welcome, yes the service is in my name and I'm sure nobody I know has done this, I also think I have a password on the account that nobody would be able to guess

devilincarnate · 27-02-2011, 19:57

Also are you receiving paper bills and have you received the last few and also other mail as this happened to my father in law and it took this to find out that they tried to take his identity ( do not mean to scare you )

cozmic1988 · 27-02-2011, 19:59

You've certainly got very good grounds to milk them for compensation! Maybe a month free? :-)

I would change that password when you call.

**Hugh** · 27-02-2011, 20:02

Quote:

Originally Posted by cozmic1988

You've certainly got very good grounds to milk them for compensation! Maybe a month free? :-)

I would change that password when you call.

I don't understand why you say that - we don't know the whole story.

She may be entitled to some form of compensation/services, but surely best to find out the reason first.

cozmic1988 · 27-02-2011, 20:02

And switching to e-bills is a very good idea!

27-02-2011, 20:02

Quote:

Originally Posted by nikki702

Hi thanks for the welcome, yes the service is in my name and I'm sure nobody I know has done this, I also think I have a password on the account that nobody would be able to guess

Then all i can suggest is that it is a admin error on VM's part and give them a ring tommorrow .

I will add though that the last 3 times i have rung VM i have not been asked for a password only name and address ,i have even paid my last bill of my partners debit card with no questions asked so i know that VM's security can be a bit lax to say the least

Peter_ · 27-02-2011, 20:07

Quote:

Originally Posted by cozmic1988

You've certainly got very good grounds to milk them for compensation! Maybe a month free? :-)

I would change that password when you call.

For what exactly?

You no more have any idea what has happened to the account than I have and your first instinct is to claim compensation, get real the OP need s to find out what has happened and if the is an issue not caused by themselves then that would sorted after investigation.

It is always best to have all the facts to hand before saying claim for compensation.

nikki702 · 27-02-2011, 20:13

Thanks I don't get paperbills I check my bill online, I will definatly change the password tomorrow

---------- Post added at 19:12 ---------- Previous post was at 19:09 ----------

I personally think it is an error at virgin media, the customer service lady said the person called yesterday.

Its definatly not an error on my part

I can't wait to get my internet back I really hate having to use the phone lol

---------- Post added at 19:13 ---------- Previous post was at 19:12 ----------

Oh and another lesson I have learnt by this is to NOT use my vm email as my main email account!

BenJSmyth · 28-02-2011, 00:13

Not using an ISP email a your main email account is usually a good idea anyway!

As far as the problem you are receiving goes. When I moved into my flat a couple of years ago I phoned VM to set up my services. They told me that the address already had an account active and that they would attempt to contact the account holder. I knew the account holder had gone AWOL as the flat I purchased was a repossession. I wasn't able to set up a new account until they attempted to contact the previous owner. I was I'd be contacted when they had sorted it out. I was called back within a couple of weeks and was able to place my order.

I'm not sure how useful all my waffling was, but I thought I would contribute