Re: Virgin Media Customer Service- Your Personal Experience
 

Hi I have a continuous problem with my Network using my Mac gear, I randomly get a pop-up message on my iMac saying my
"iTunes has has a temporary problem. The network connection timed out"

I have contacted Virgin but they tell me I have too many devices connected to my Hub 3.0 e.g. My Mac Network in my house which consists of a Time Capsule, an AirportExtreme upstairs and a Airport Express on the top floor. extending my Network connections.

My iMac, where I get most errors pop up, is connected directly to the Virgin hub with a RJ45 cable so I am not using my internal network or Virgin WIFI, so I cant see why it keeps getting this problem.

Should I enable Guest Network on my Virgin media hub 3.0 if I connect my Mac network to it?
The Virgin Media Router has it's WIFI operational at the moment in Hub mode.


This is my first post so I'm sorry if it's in the wrong area?

Re: Virgin Media Customer Service- Your Personal Experience
 

Ive found the best way to get to grips with Virgins customer services, im taking lessons in Urdu.

Re: Virgin Media Customer Service- Your Personal Experience
 

Well, considering Urdu is the official language of Pakistan, and some of VM's call centres are in India, where less than 12% of the population speak Urdu, you may wish to revisit your plan.. ;)

Re: Virgin Media Customer Service- Your Personal Experience
 

Thinks this is in wrong area, maybe a mod will move it or you can copy to one of the technical areas.

I can't see how number of devices would affect things unless you really are in the 100+ and even then unless they are all hammering things like crazy at the same time. You could experiment with removing everything you can with just problem device attached and then add until problem arises. It could be something as simple as your network cable or port on either end.

Re: Virgin Media Customer Service- Your Personal Experience
 

Today I have received by far the worst customer service from Virgin. Cut a very long story short. Apparently 3 out of 4 of my set top boxes need to be changed as they are out of date. Booked in today between 8-1. Waited in all day called them told should have someone around 12. At 1.30 called them to be told no one was ever coming as somehow the appointment was cancelled. Now these things happen however, I was furious that an adviser blatantly lied to me about arriving around 12ish just to get me off the phone. After lots of phone calls, spent 10 minutes explaining everything to be told hold on please and another person answer the phone and start from scratch this happened 5 times. Eventually i demanded a manager I was told none available but someone will call within the hour. I then received a call from an extremely aggressive man who I couldn't understand. I thought he said can I speak to Mrs.... i said speaking he then shouted at me "you don't sound like Mr... to me" he then said to me "don't get cheesed off with me!" At the point I was so cross I raised my voice to which he was shouting he will cut me off ( I wasn't screaming or swearing) I said I cannont continue to deal with you please put me through to someone else, he then cut me off!!! Turns out I was given all false info regarding the 3 boxes they made me think I was getting a deal. I have no option but to leave virgin and probably try Sky. There is no way I can give them money monthly knowing how they treated me. Does anyone know of anyone high up that I can complain too? They only offer an address in Swansea to write too??

Re: Virgin Media Customer Service- Your Personal Experience
 

The CEO's office. tom.mockridge@virginmedia.co.uk

What you experienced was awful and infuriating. I'd send Tom an email and explain what happened.

Re: Virgin Media Customer Service- Your Personal Experience
 

Since my wife and l have been with VM, it is by far the worst company that l have ever dealt with.

My persuaded my mother in law to go with VM several years ago. My god what a headache and sadly l say what l think abut something.

I believe if you pay a fee, you should get at least 90% as no one is perfect - not even me.
I have hade terrible problems with CS over the years. About a year ago, l persuaded my wife to go for Sky, which we have. NO PROBLEMS AT ALL IN THAT TIME.

With VM we have had loads of calls where the service has gone down. Even today - 24/04/2017) l had to deal with a problem with my mother in law. Luckily this was solved after 5 HOURS without service - an email to Tom Mockeridge.

And then this morning, our service went down for FOUR hours. We complained to VM and was advised it would be back on by 2.30 and when calling 150 was told there was a problems with Cables changing over, and the HEADEND.

Why cant they do this work at night when most people are in bed.

VM is a major - or supposed to be - company, it should have backup system. To counter any problems. But there again, we the customer are just a number that pays the bill.

Re: Virgin Media Customer Service- Your Personal Experience
 

They normally do this at night. There's more to that issue than the CS agent told you (And it's probably because the CS agent wasn't told, either).

Re: Virgin Media Customer Service- Your Personal Experience
 

My ongoing fault keeps plodding on, and they know where it is and that many are affected by it. But all I get are letters from Swansea telling me that someone will call "in a couple of days" but no-one ever does.

Even the VM bods on their forum have been unable to get more info or a fix date. Somehow I have been lumped-in with a fault number I cannot trace (F005230351) that keeps getting fix dates drifting further into the future.

And now the latest letter from Swansea recommends that I take it up with an arbitration service?

Re: Virgin Media Customer Service- Your Personal Experience
 

I am searching the web trying to find a place to write my virgin media experience. Basically its a short story...it all started when i moved to the UK 2 years ago, i was looking to find the best and fastest WiFi company and Virgin was the one i choose. They are fast and almost never having down time, but some things are so hard its unlivable. I mean, they have good customer service, but first, in order to find the number of the customer service team its not an easy job, and i dont want even to talk about the specific teams, like broadband support or something like that. I actually think they design the website to hide phone channels for communications.
The other thing that bugged me is the fact that they keep on making their service a bit more expensive every couple of months. just a bit, 2 pounds on average every time, still, its annoying, feels like they are using the fact nobody really have time or will to change company etc.
The customer service is hard also, i mean, they are asking for like 20 different verification, that is just crazy, its me im telling the guy, he is asking me for some crazy password that i dont remember.
so this is my review on VM and their customer service.

Re: Virgin Media Customer Service- Your Personal Experience
 

Works ok or me

Re: Virgin Media Customer Service- Your Personal Experience
 

Whenever anything goes wrong with VM or Sky (and it does almost every year) I bite my tongue, fight my corner politely but firmly, then write a letter and post it to them heading it up 'Formal Complaint' they always ring me, apologise and offer me a discounted rate.

This is a game, you have to play it to your advantage.

Drives me nuts however...

Re: Virgin Media Customer Service- Your Personal Experience
 

A update from Virgin Media regarding their call centres.

Re: Virgin Media Customer Service- Your Personal Experience
 

Maybe they could do everyone a blanket retention deal; save everyone a lot of phone time and help those that have lost income.

Re: Virgin Media Customer Service- Your Personal Experience
 

In situations like this companies need to think out of their box Mr K.

Re: Virgin Media Customer Service- Your Personal Experience
 

They're going to have to do something, even before the Coronavirus crisis, their CS was abysmal:

https://uk.trustpilot.com/review/www.virginmedia.com

Re: Virgin Media Customer Service- Your Personal Experience
 

All the changes that have been implemented to the Sky TV, BT and Virgin Media services thus so far.

https://mycitybeat.com/sky-tv-bt-and...medium=twitter

Re: Virgin Media Customer Service- Your Personal Experience
 

A few weeks ago I was trying to speak to retentions but has I couldn't remember my password I was put through to somewhere else. They asked for some security questions. One of the question that was asked was, "What was the volume of you last bill?"!! So I asked what do you mean. They just repeated the same question. I asked do you mean how much was the last bill. They just repeated the same question again.
They wonder why we we don't like off shore call centres. They may be able to speak English but have no idea of the grammar.

Re: Virgin Media Customer Service- Your Personal Experience
 

so my current contract ends on august the 8th , so i started looking at what virgin had to offer and came across this offer -

https://www.virginmedia.com/shop/bun...-bundle-sports

so i phoned them up to be told i cant have this offer as it is only for new customer's the only way to get it is to wait 60 days then apply in my husbands name , so after quite a long talk with the virgin operator trying to get him to agree to have this offer , telling him that they should look after people like me that have been with virgin for 27 years i decided to cancel my contract with virgin and told him to put me through to the cancelation department , there i spoke to a lovely lady who said if i put it in my husbands name i could have this offer and she could set this up from the 8th august , i asked her why the other operator said i would have to wait 60 days to get it and she said they dont really have the authority to do this there end and so by saying this they hope you wont move from virgin , anyway it does just prove that if you persist you can get a better deal with them especially if you speak to a nice lady like i did , she was so helpful i couldnt ask for more .

Re: Virgin Media Customer Service- Your Personal Experience
 

Not had issues with billing but on a staff deal so I wouldn't would I? But I do believe that not all departments have access to all parts of the system or can action queries as the caller wishes. I have encountered this with other companies and in my case had to wait over a week for the correct department to call back and even then getting the correct details applied took some time.
This sort of thing is likely to increase as companies seek to prevent fraud and other unwanted behaviour so many operators can only work inside strict frameworks which are now more rigorously enforced at system level.

(Please note - I do not have any knowledge of this at VM, this is my experience of a customer of other companies and having some knowledge on how systems are being implemented.)

Re: Virgin Media Customer Service- Your Personal Experience
 

Of all the companies I have ever dealt with, Virgin’s Customer Service set up is by far the worst.

You just have to keep re-explaining things every time you get transferred to someone who says they can’t help you, and you’re transferred again.

I never feel that anyone can actually sort anything out. It’s like none of them seem to know what they are doing.

This is VM’s biggest weakness. As long as the service works and you don’t need to contact CS, you are ok.

But if you need to contact CS, free your diary up for three hours and be prepared for some of the worst CS in the country.

Re: Virgin Media Customer Service- Your Personal Experience
 

It’s was one reason we are moving I used to use the community forum for help but it’s been destroyed for me as they got a completely different team now.

Re: Virgin Media Customer Service- Your Personal Experience
 

You clearly haven't had to deal with Npower CS and these are english speaking or even 3 Mobile for that matter

Re: Virgin Media Customer Service- Your Personal Experience
 

Yah we have SSE never had problems all ways good

Re: Virgin Media Customer Service- Your Personal Experience
 

So basically the bit they send in the email I got today about finding you a new bundle on a great price is complete tosh?

Like the package you've got? Then there’s nothing you need to do. Fancy moving to a new bundle with us? We’ll help you find the perfect one at the best price, on a new contract. Thinking of leaving? We’d love you to stay, but you’re free to look around.

Re: Virgin Media Customer Service- Your Personal Experience
 

'Free to look around' for a new supplier?? :shocked:

Re: Virgin Media Customer Service- Your Personal Experience
 

Just received an email from VM

Re: Virgin Media Customer Service- Your Personal Experience
 

Good news for all Virgin Media customers.:)

Re: Virgin Media Customer Service- Your Personal Experience
 

Great news , just got my email.

Re: Virgin Media Customer Service- Your Personal Experience
 

I'm also pleased, but it does call into question their usual 'we need to increase prices to keep on investing in our network' excuse.

I don't know about other areas, but in our area (ex NTL) annual price increases were never a given, ; we've been led to expect this so see this as a bonus!

Re: Virgin Media Customer Service- Your Personal Experience
 

Perhaps you could argue that they weren't able to invest as much while we were in lockdown, so they're passing those savings on.

Or it's just PR.

Re: Virgin Media Customer Service- Your Personal Experience
 

Could well be yes.

Re: Virgin Media Customer Service- Your Personal Experience
 

Or the impact it would have on customer service call volumes - I see from their website that some call centres are still closed.

Whatever the reason, its welcome news for customers.

Re: Virgin Media Customer Service- Your Personal Experience
 

I personally have always had an adequate experience with Virgin media.

I wouldn't say they ever went above and beyond but their wait times were ok and their customer service was like most others I've dealt with- pretty underwhelming but eventually helpful!

Re: Virgin Media Customer Service- Your Personal Experience
 

Feeling very happy today

Re: Virgin Media Customer Service- Your Personal Experience
 

Not got any better according to Ofcom:

https://www.ispreview.co.uk/index.ph...omplaints.html

Re: Virgin Media Customer Service- Your Personal Experience
 

And yet you are still here:D

Re: Virgin Media Customer Service- Your Personal Experience
 

I must admit, I can’t see where these complaints are coming from. I’ve always been happy with the service I get from any of the cable companies over the years.

I admit that when I wanted to change my package a few months back it was difficult to raise Customer Services over the phone due to the pandemic, but I then used their ‘chat’ method for the first time, and it worked just great. I got a better deal than I expected.

Re: Virgin Media Customer Service- Your Personal Experience
 

As have l. * Richard ? :erm:

Re: Virgin Media Customer Service- Your Personal Experience
 

You read posts on forums and "Furryus from Croydon" often has issues that they caused and wants someone to come immediately to fix it so they don't miss their TV. To heck with priorities, vulnerable customers etc.

Not saying we don't need to improve, hopefully we are, but often ratings sites don't get the whole picture. It's much easier to support a smaller number of more selective customers than those using incumbent or the bigger nationals.

Re: Virgin Media Customer Service- Your Personal Experience
 

Over the past five years we've been in our current home, we've never had an issue with VM until recently when some maintenance was being performed.

The maintenance finished and i had huge latency and packet loss on my connection, i thought fair enough, i'll leave it overnight. I wake up in the morning to see another maintenance session to be performed, OK, thinks I....

After this had finished same as before huge latency & massive packet loss.

I then ring VM tech support and get through to an overseas call center who insist that the problem is because my modem is in modem only mode and that it needs to be set back to being a hub. So, i entertain them, reset the hub for good measure and put it into 'normal mode' same issues.

I then get told that it's a known issue and could take up to a week to fix. At which point i ask to speak to a manager, and I'm hung up on.

I ring back, get through to a UK tech support, explain the issue again as no notes had been placed on the call. I advise what i've done, removed my infrastructure, connected Mac directly to hub & also a windows machine for good measure, rebooted, reset hub etc. etc.

I get an appointment for an engineer visit on Monday between 8-12 engineer knocks on the door, tells me hw knows exactly where the fault is, and that because of the maintenance not all the cables had been reconnected properly at the cab, and that my signal is so low he's amazed i was getting any connection at all. fifteen minutes later, all fixed.

So... to summarise

1. VM's overseas tech support is absolutely atrocious
2. VM UK support is reasonable
3. It would appear that VM's maintenance procedures are sloppy (and that's being kind)
4. The actual onsite engineer was really good.

Re: Virgin Media Customer Service- Your Personal Experience
 

As of September 2021, which departments are offshored and which are based in the UK?

Re: Virgin Media Customer Service- Your Personal Experience
 

I find that tech. Support poor, they try to fob you off, by telling you try changing batteries on controller , which I have renewed, they then tell you to wait 24hrs as problems national
Bullshit

Re: Virgin Media Customer Service- Your Personal Experience
 

What I found interesting ? ! Is that the last time I had a " Tec " out she told me that she didn't do repairs and she had the job because she got on well with people . Guess that says it all.

Re: Virgin Media Customer Service- Your Personal Experience
 

I'm quite grateful I have an 18 month contract don't have to through the whole, I'll cancel and then you'll ring back, every 12 months.
Fully expecting an inflation busting New Year price rise from VM. At which point of course all contracts are null and void and the game is on again !

Re: Virgin Media Customer Service- Your Personal Experience
 

I've never had a problem even with the off shore support. I guess I must be lucky along with the several other millions of customers who don't bother with ratings sites.

Re: Virgin Media Customer Service- Your Personal Experience
 

Just posting to get rid of the stupid blue banner asking me to post.

Re: Virgin Media Customer Service- Your Personal Experience
 

Not one problem with support - either here or abroad.
Last time I phoned (Over a year ago) it was the offshore staff and that's when they offered me VIP for less than the price of what I was currently paying.

Re: Virgin Media Customer Service- Your Personal Experience
 

Aaaarrrrrrggggggghhhhhhhh!!!!!!!!!
I'd forgotten how bad VM's customer services can be.
A word of advice don't order a new Stream box then try and cancel it when its faulty, doesn't do a service you were told it does and are still in your 14 day cooling off period!

Re: Virgin Media Customer Service- Your Personal Experience
 

I find its hit and Miss, for example I rang retentions for a reduction in price. First person i spoke to refused outright because I am on their top internet service. I rang back and spoke to a lovely Scottish lady and was given £6 a month off for 24 months.

So I think its down to the people u talk to.

Re: Virgin Media Customer Service- Your Personal Experience
 

What sort of deals are folk getting at the moment to stay when your contract is up? Mine runs out in 4 weeks, and it will go up to above £100.

Seriously thinking of ditching VM as bar the fast internet I can get the other channels I watch through streaming services.

Re: Virgin Media Customer Service- Your Personal Experience
 

I will be renegotiating end of the month. I called a couple of months back and said I can not afford to pay any more than I am now due to the credit crisis and he said he would put a not on my account to renew the deal I am not now. I will not accept that as there will be an increase next year so the only deal I will take will be £3 to 5 less than I am on now.

More than happy to walk. I am single and can live with slower speeds if I have to

Re: Virgin Media Customer Service- Your Personal Experience
 

I binned VM to go to Now. Got about £100 in compensation from Openreach due to delayed install, plus £80 cash back. After 4 months joined VM again with mates rates. Paying less for everything plus an O2 SIM than I did for 200 meg, a Vodafone SIM and whatever XL TV gets called these days.

Re: Virgin Media Customer Service- Your Personal Experience
 

My contract expires on August 2nd would I have to wait until the 3rd to give notice of intention to leave, or can it be done in advance?

Re: Virgin Media Customer Service- Your Personal Experience
 

Call wait times seen to be lengthy.

Re: Virgin Media Customer Service- Your Personal Experience
 

They are and if its an overseas call centre you have to hang up and start again, as you'll wasting your time trying to negotiate a new deal.
If a Scotsman answers, you're in !

Re: Virgin Media Customer Service- Your Personal Experience
 

I got my latest deal by opening a live chat. Started then I was asked if I wanted to continue through WhatsApp which I accepted (meaning a full record of the chat). It began by being told that as my current 18 month contract ended in 8 weeks' time this was the ideal time to negotiate. Might have been sales talk but my monthly bill was due to go up from £99 to £142. Negotiated for an HOUR and got a new contract for £92 with amazing extra benefits that I wasn't expecting e.g. Sky UHD, Netflix, Free landline calls extended to 40 countries abroad, 1gb internet speed (from 600) etc.

Re: Virgin Media Customer Service- Your Personal Experience
 

Well done. My current contract ends in a couple of months so I shall try the same route. I hate phoning up and having to say I want to leave (which would be a lie) just so that I can get through to retentions. Your way seems a lot better. :tu:

Re: Virgin Media Customer Service- Your Personal Experience
 

To be fair, on the last 2 occasions that I have phoned them they answered pretty quickly.

Re: Virgin Media Customer Service- Your Personal Experience
 

When you recontract, does it do anything to the O2 side? The reason I ask is because my father passed away, I've took over his VM but we have cancelled O2 as I don't need the sim. I don't want to recontract to find I'll have to pay o2 again.

Re: Virgin Media Customer Service- Your Personal Experience
 

When you negotiate a new contract, you can have what you like, so if you don't want O2 mobile then drop it. As I understand it you can't carry on with your father's contract you will have to negotiate a brand new contract in your name.

Re: Virgin Media Customer Service- Your Personal Experience
 

No, I've already took over my dad's VM and we have cancelled his O2.

Re: Virgin Media Customer Service- Your Personal Experience
 

Since I recontracted my parents account the O2 and Virgin accounts have essentially been separate. When I recontracted with VM they never mentioned the sim. It just stayed the same.

The only think might be you lose double speed volt (if you have it).

Re: Virgin Media Customer Service- Your Personal Experience
 

There is a question I have about that. When you sign in My VM and go to renew your package. It states -

"Choose this deal and keep your current Virgin Media plan without losing anything."

Where would you stand if they then took you down to 500Mb from 1Gb?

Re: Virgin Media Customer Service- Your Personal Experience
 

If it gives you a package breakdown that says 1 gig broadband and it makes no reference to Volt upgrades in the text or small print, pretty good?

Re: Virgin Media Customer Service- Your Personal Experience
 

Not sure as I've not clicked on it yet, will look when I'm ready to upgrade.

Re: Virgin Media Customer Service- Your Personal Experience
 

Well this morning my V6 box has died (yet again). I booked an engineer online to come out tomorrow. So I call up customer service to make sure everything is okay and they said there's a problem with my superhub. I said no there isn't. I said I've booked an engineer for tomorrow and just want to make sure they have a V6 box on the van to replace it. He said the engineer will reset the box and I said you can't reset the box because the hard drive is dead. So I asked to make sure I get a replacement V6 box.

He said I will need a different engineer for that. They said it'll be £25 for a new box. I said 'nope', not going to happen.

I asked to speak to his supervisor and after a while, the same person came back and said as a goodwill gesture they'll take off the £25 but will add Sky Sports to my package at a charge of £5 extra a month. I said 'nope' again. But he's already gone and done it. I asked him to take it off as I don't want sports.

This went on for about 20 minutes, With myself saying I just want a new box, but he kept saying he'll add sports.

This was the weirdest Virgin customer service call I've had in over 20 years+

So long story short.... An engineer is now booked (again) for tomorrow and I'll see how things go. For some reason I have doubts things will be straight forward.

Re: Virgin Media Customer Service- Your Personal Experience
 

Good to see Virgin are keeping their standards up:rolleyes:

Re: Virgin Media Customer Service- Your Personal Experience
 

We had an engineer call on us on the 19 December to look at our Broadband he made some changes. We left it a while to see if it would settle down, but it did not it got worse. I tried to phone Virgin Media on the 30 December, the person I got said he would check the broadband, he said there was nothing wrong with it. I checked the speed with SPEED CHECK below are the readings, I have copies of the screen. The only thing he could come up with add a buster to our plan. I asked how I could complain I got no answer.

1 -SPEED CHECK 30 DEC 14.50 DOWNLOAD 0.00 UPLOAD 19.38
2 - SPEED CHECK 30 DEC 15.08 DOWNLOAD 0.00 UPLOAD 18.35
3 – SPEED CHECK 30 DEC 16.40 DOWMLOAD 30.72 UPLOAD 19.62
4 – SPEED CHECK 30 DEC 16.45 DOWNLOAD 0.00 UPLOAD 1960
5 – SPEED CHECK 30 DEC 16.56 DOWNLOAD 0.04 UPLOAD 1966

Welcome :)

Im sorry your having problems... Keep at them,they will eventually get it sorted...

Dont let them walk all over ya!!


HAPPY NEW YEAR!!

Re: Virgin Media Customer Service- Your Personal Experience
 

What are the speeds at https://www.samknows.com/realspeed/

Re: Virgin Media Customer Service- Your Personal Experience
 

Having a bit of a nightmare trying to negotiate a new contract.

I accepted a package for x amount. The contract came back on email with a totally different amount.

Called them up and they're having trouble sorting it out. I saw that I could upgrade broadband speed online and they told me to do it online. Only for them to tell me computer says 'Yes' but then billing says 'No'. I get a text to say the Modem (superhub 5) should be with me tomorrow.

Today they called me back and said they'll cancel the speed upgrade, (I've been billed £35 for the modem) and new bill is now totally wrong as well. Will I still get the superhub 5 tomorrow?? Who knows...

As it stands I have no idea what I'm getting or what I'm paying for. If it carries on longer than 7 more days then I'll have to cancel it all as my 14 days cooling off period started on the 3rd Jan, even though nothing yet has been finalised.

Something that should be so simple always seems to be so complicated with VM. :mad::mad::mad::mad:

[EDIT]

I ordered the 1gb broadband. Online says I now have 600mb, the link from online account to download my contract says 500mb....

Re: Virgin Media Customer Service- Your Personal Experience
 

Exactly. I really don't know why they don't sort it out as it most cost them a fortune in repeated calls/staff time and people cancelling because of this.

Re: Virgin Media Customer Service- Your Personal Experience
 

This sort of thing seems to happen on an alarmingly regular basis. The left hand doesn't know what the right hand is doing. I'd have a look on the community forum if I were you. There are loads of threads with a similar story, I'd probably ask for help there as they're quite good at sorting stuff out.


https://community.virginmedia.com/

Re: Virgin Media Customer Service- Your Personal Experience
 

+1 for the community forum. They are the few in VM that try and help, although you might have to wait several days/weeks for them to pick it up.

It's a shame you have to publicly shame VM to get decent CS. Sign of the times I guess, social media is everything... They obviously have no intention of improving things as they continually win annual awards for the worst CS, and are ignoring calls to stop off shoring.

Re: Virgin Media Customer Service- Your Personal Experience
 

Spot on.

Re: Virgin Media Customer Service- Your Personal Experience
 

The plot thickens.... Today I received a new superhub 5 modem. So that wasn't cancelled.

I called them back and told them what was going on all over again and that I've received the new modem. They still say no that they can't do the original price. After a while, they said to keep 500mb and then agreed the original price. Finally getting somewhere. But as I've clicked the online order for the 1gb, which they've cancelled / not cancelled. I then had to send them a screenshot of the order / offer which I've done.

Then just a few minutes ago I get a text from VM to say they're sending me out a new superhub 5 to be delivered this Saturday???

I still don't know what's going on or what they're doing.

Who knows this time next month I might have a cupboard full of shiny new Superhub 5s... :erm: :dozey: :p:

Re: Virgin Media Customer Service- Your Personal Experience
 

Put a complaint in. They don't like that.
https://my.virginmedia.com/my-cases/make-a-complaint

Re: Virgin Media Customer Service- Your Personal Experience
 

Thanks, just tried to do that. It seems it doesn't want me to be able to put my details in.

I can add to everything but name, account number and address. Just won't let me type in those boxes so can't even do that.... :confused: :banghead: :cry:

Re: Virgin Media Customer Service- Your Personal Experience
 

A very convenient fault (particularly when their regulator has been admonished for the number of complaints it receives).

I'd contact Ofcom to complain that they are inhibiting your right to complain.

Re: Virgin Media Customer Service- Your Personal Experience
 

Mmm, there are other ways, but I know ringing VM is an ordeal.
https://www.virginmedia.com/help/com...2-0454d71efacd

You could also include a complaint about their online complaints form ;)

Re: Virgin Media Customer Service- Your Personal Experience
 

Haha. Never ends...

Update....

I called again 150, retentions. Got through to someone quite quick. The person was very helpful, he gladly helped me out, said he'll sort it out, no issues, no hassles. Totally different from yesterday. Told me to plug in the new Superhub 5. But it doesn't work....

I called them back to try and get the Hub sorted, to activate it etc but no go. I only called to get this issue sorted nothing more than that. The person said he looked at my notes, gave me a better deal straight off (slightly lower price). And organised an engineer to come out tomorrow morning to sort the Superhub out etc. You just can't make it up.

He said he'll send a copy of the contract to me via email straight away... Not received anything as yet... I'm still not optimistic about anything yet.

And just had another text and they're sending out another Superhub 5.... So now I might get 2 delivered at the same time.... :rolleyes: Who knows, the engineer might have one with him, so that could No.4...

Re: Virgin Media Customer Service- Your Personal Experience
 

They really are the Fawlty Towers of the communications industry.

Re: Virgin Media Customer Service- Your Personal Experience
 

It's just keeps on getting worse.....

Yes I now have 3 superhub 5s, 2 more did turn up today. I've managed to connect to one. I've got the 1gb broadband as agreed. Yay.

But now I've lost most of my TV package, they've downgraded it to basic. This wasn't agreed to as was told everything will stay as it was.

Losing the will to live at the mo. Now 8 days trying to sort it out and still got no idea what's going on.

Re: Virgin Media Customer Service- Your Personal Experience
 

I'm glad to be finally rid of these cowboys.

Your lucky there are other avenues to go with :)

Re: Virgin Media Customer Service- Your Personal Experience
 

This all sounds so familiar. Can I predict what is likely to happen?

They will ignore your attempts to resolve it or any complaints made, usually via the promise of a call back that never happens. Any emails/letters sent will be ignored altogether. Even if signed for to confirm receipt, they will claim not to have received your letter.

If you persist, it will be deemed to be completely your own fault as per the notes on your account and your complaint won't be upheld.

You will be asked to return the excess hubs. Whether you do or you don't you will be threatened with a charge because you haven't returned them, followed by said charges on your bill.

If you go on to complain via the alternative dispute resolution procedure, they will say that they are no longer able to do anything to correct your account because of this.

---------- Post added at 11:16 ---------- Previous post was at 11:12 ----------

What have they done to make you say that (not that I disagree), but i've never seen you criticise Virgin prior to this.

If you are able to, you do right to vote with your feet. This is what i've done with the vast majority of the accounts that I control.

Re: Virgin Media Customer Service- Your Personal Experience
 

Noo, I'm sure I'll get my call backs from them, I've got 5 or 6 call backs lined up so far. Okay they're all a bit late. They did say they'll sort out my issues, it's only been 9 days so far.

Seriously though, sadly I'm now fearing the worse and what you're saying sounds totally believable now.

Re: Virgin Media Customer Service- Your Personal Experience
 

I hope i'm wrong, but forewarned is forearmed.

I posted this earlier in a different thread, their inept behaviour actually led to a customer having his credit rating being affected when he wanted to buy a car!!

And all because he added TNT Sport: