Cable Forum - View Single Post - Ofcom investigation into Virgin Media making it hard to cancel

RichardCoulter · 15-07-2023, 20:18

They've always been crap, difficult to understand and infuriating, but at least they were polite.

Some of them now appear to be developing an attitude. There was a report that one even told one customer to F off.

I myself was exposed to innapropriate conduct recently. I told the guy to slow down and speak more clearly as his English was not up to standard. He screamed down the phone "Whaaaatttt".

My solicitor wrote to the office of the CEO who listened to the recording, apologised, said he would be dealt with and made a one off credit to my account. My upset was compounded because of my disabilities so, to reflect this, my monthly bill was reduced by £3 and I was upgraded from the lowest TV package to the highest TV package for nothing.

They couldn't even do this right as I found I had only had my bill reduced by £2. I rang back and was essentially called a liar. They said that they would need to listen to the recording, at which point I said I would not tolerate any more messing about and would be asking for a further goodwill payment if it didn't stop immediately and invited them to read the notes.

They did so and immediately agreed to apply the correct reduction.

15-07-2023, 20:18	#3
RichardCoulter cf.mega poster Join Date: Jan 2008 Posts: 10,719	Re: Ofcom investigation into Virgin Media making it hard to cancel They've always been crap, difficult to understand and infuriating, but at least they were polite. Some of them now appear to be developing an attitude. There was a report that one even told one customer to F off. I myself was exposed to innapropriate conduct recently. I told the guy to slow down and speak more clearly as his English was not up to standard. He screamed down the phone "Whaaaatttt". My solicitor wrote to the office of the CEO who listened to the recording, apologised, said he would be dealt with and made a one off credit to my account. My upset was compounded because of my disabilities so, to reflect this, my monthly bill was reduced by £3 and I was upgraded from the lowest TV package to the highest TV package for nothing. They couldn't even do this right as I found I had only had my bill reduced by £2. I rang back and was essentially called a liar. They said that they would need to listen to the recording, at which point I said I would not tolerate any more messing about and would be asking for a further goodwill payment if it didn't stop immediately and invited them to read the notes. They did so and immediately agreed to apply the correct reduction.