Not a great start!

[#1]

Just ordered today and cancelled with Virgin Media. Order went through but later I received a text and email informing my order had ‘ceased’ as the telephone number given is incorrect which is not the case. This is a Virgin Media line so is it anything to do with that?

i have tried the chat function to resolve this with no success as it simply wouldn’t connect. I then tried the 0800 number and was on hold for 22 minutes, before getting cut off. This is very concerning to me as I chose Plusnet based on their ‘award winning’ customer service and I remember the dark days of talk talk, I’m getting an awful feeling of deja vue and I’m not even a customer yet!

Does anyone know how I can resolve this quickly?

Thanks

[#2]

Just a quick addendum. I’ve cancelled my order this morning, after spending another 20 minutes on hold on a telephone number I’ve been asked to ring to sort my problem out, and getting cut off AGAIN! I’m not going to able to live with such poor service.

[#3]

Hi @Tims2611

Thank you for getting in touch with us via the community forums regarding your query.

I am sorry to see that you have cancelled your order before it had even started. From looking at the account I can see that the ticket that was sent to you was because the telephone number supplied is not a BT number and that there is no working BT line in your property which means that a new line is to be installed.

I can see that the order is cancelled now and that your initial fees are in the process of being refunded.

[#4]

Yes, I cancelled the order ‘before it had even started’ as it was obvious that there was no way of contacting anyone to resolve it. I tried on 3 separate occasions to resolve this, and the fact that I was on hold for 40+ minutes without actually managing to speak to anyone speaks volumes. Your chat function is also useless, or was on the two occasions I tried it.

Also, the message I received said nothing about the BT line issue, it just said that I had given the incorrect telephone number. I’m presuming that this caveat on Virgin lines is tucked away somewhere on the website but I couldn’t spot it. Added to the fact that as part of the ordering process, I gave my phone number for checking and it wasn’t picked up then. I’ll stick with Virgin thank you very much, at least they answer the phone!

[#5]

Apologies for the wait times over the phone, it's something we're working on.

Digging into this, we should have been able to place a new line install, importing your phone number. Apologies for the lack of communication with regards to the problem with your order.

[#6]

Yes it’s a shame as I was quite taken with the idea of award winnng customer service and wouldn’t have cancelled the order had someone actually answered the phone on either occasion.