Cable Forum - View Single Post

sneakyalien · 08-12-2020, 16:07

So, for the past two years I have not been able to log into my account to view my bills.
VM cancelled the direct debit after just once there was some mishap and a payment did not go through, so VM cancel the Direct Debit. I then try and log in to sort out a new direct debit, but cannot so we go around in a loop for 2 years of 'you are being charged £7.50 for late fees because you have not payed your bill WOW So I cannot even see a bill, I cannot login to see it, the password/account reset does not work and trying to speak to the useless clowns who are in some country where they cannot even speak English and speaking to them is like talking to a brain dead moron. I have sent numerous information via 'online chat' and get nothing but being bumped into a queue to wait and wait and no one ever shows up.

Here is the Dialogue: This is what passes for support. All I want to do now is Leave and cancel everything I have with this horrible company who do nothing but lie and feed you BS.

Check this out. This is only one of the many times I have attempted to sort this out:
Okay, we’ve got your query. We will be with you as soon as possible. However, please be aware that replies from this service are not immediate, allowing you to get on with your day
You at 10:44, Dec 5:
Hi, I recently contacted VM regarding issues I have been having logging into my account that has been ongoing for years. VM said they needed my password and they sent a letter to me with my password enclosed. I now have the password and can give you the password so we can proceed with security measures. Thanks
Sadiya at 13:14, Dec 5:

Hello, You're speaking to Sadiya.
I am sorry for the long wait time that you had to experience in the queue.

I see that you have contacted us with regards to online account. Please be ensured that you have reached the right person and I will help you with your query today.

I can certainly help you today, before we continue can you please confirm:
**Your Account Number
**Your Full Name
**Are you the Account Holder?
You at 13:36, Dec 7:
account number is: ######
Area reference: ##
Name:#######
I am the account holder
You at 14:02, Dec 7:
Hi
Carmel at 14:14, Dec 7:

Hi you are connected to Carmel from the Media billing team. Hope you are doing well.
Sorry you've had to wait to get through to us, we've been busier than usual as we are working with limited capacity. Thanks for your query. How may I help you today?
You at 14:15, Dec 7:
I have been having problems trying to login to my user accounts in VM. I have tried to resolve it and had to have a letter sent to me with my password details and was asked to come back to VM and provide the password
to prove I am the owner of the account
Carmel at 14:16, Dec 7:

Thank you for getting back, I can certainly help you today, before we continue can you please confirm:
**Your Account Number
**Your Full Name
**Are you the Account Holder?
You at 14:17, Dec 7:
account number is: #####
Area reference: ####1
Name:#######
I am the account holder
Carmel at 14:25, Dec 7:

Thank you for the above details Stephen, kindly stay connected while I have a look into you're account.
You at 14:25, Dec 7:
thanks
Carmel at 14:36, Dec 7:

Thank you for staying connected. Before I proceed further may I take the 3rd, 6th and 8th characters of the secure password please? The password I require is the one you quote whenever you call to speak to our team and not the password you use to access and view your bills or online account. I will send you a secure form to enter these details.

Carmel has sent you a Secure Form: [Cable] Security answer request
You at 14:36, Dec 7:
ok
Carmel at 14:38, Dec 7:

Thanks, that's correct. Let me have a quick look at your account and I'll be right back.
You at 14:39, Dec 7:
ok thanks
Carmel at 14:43, Dec 7:

Could you please confirm if you are at the property right now?
You at 14:43, Dec 7:
yes
Carmel at 14:47, Dec 7:

Thank you for confirming Stephen, I will now be transferring the conversation to our technical team who will help you resolve the query.

Request you to kindly stay connected.
You at 14:48, Dec 7:
thanks
Carmel at 14:48, Dec 7:

It’s been lovely speaking with you today Stephen, look after yourself and stay safe.
You at 14:48, Dec 7:
thanks
Info at 14:49, Dec 7:
You’re now in a queue to speak to someone who can help. Our team is available every day 8am – 10pm. We aim to respond within 4 hours, but this will take longer if you’ve contacted us outside of our opening hours.

We will respond to you.

To help us help our most vulnerable customers, please only phone if your query is urgent.
You at 15:22, Dec 7:
Are they going to repsond to this chat or by telephone? I only want my email account resolving so I can log in and then I want to terminate my contract with VM and leave
it's no big technical issue
I just cannot login to my email account
I've tried that pathetic system in place of inputing name, account details and bill details but without bveing able to get into my email to view my bills how am I supposed to be able to see the bill amount?
I've tried that pathetic system in place of inputing name, account details and bill details but without bveing able to get into my email to view my bills how am I supposed to be able to see the bill amount?
I have been going around in a loop trying to get this reolved and now I supply my security details and then placed in another queue?
I have been going around in a loop trying to get this reolved and now I supply my security details and then placed in another queue?
You at 15:30, Dec 7:
I have been going around in a loop trying to get this reolved and now I supply my security details and then placed in another queue?
You at 16:04, Dec 7:
I'm writing to your head office about this abysmal service
So I'm supoosed to just sit here for 4 hours or more on the off chance that one of your team can be bothered to contact me
I've already been in touch with this support channel a few times and it is one big circle jerk with nothing being done.
Absolute terrible support of taking details answering securty questions and then just dumping user back intoa quue so the whole process can start again and again and again and again
You at 16:51, Dec 7:
I want the name of a manager there and I want him to contact me about the abysmal 'support'
You at 17:56, Dec 7:
So let me get this right! Virgin Media's idea of support is to respond to someone, take their security details and then just dump them into another queue after absolutely no attempt to resolve the issue or even ask what the issue is? 3 hours later and still no reply from a support staff. This is not customer support at all and should not be called such.
You at 19:09, Dec 7:
over 4 hours. I kept to my side of the bargain and waited as requested and as I suspected no support staff bothered to contact me. PATHETIC SERVICE
Completely wasted my time over and over and over again.
I WANT TO SPEAK TO A MANAGER BECAUSE THIS IS JUST NOT GOOD ENOUGH.
Conversation closed by you at 19:10, Dec 7:
You at 19:23, Dec 7:
So as soon as I close the window I get a 'hi how can I help you today' and we start the whole process again? Just get mne to someone who can end my contract broadband and phone because I am cancelling the lot now.
No wonder VM is losing customers all the time with this level of service I'm surprised you have any customer left
I am also writing to your head office about this because it is absolutely pathetic
You at 19:28, Dec 7:
and no doubt I will get the usual 'over due bill' email and the usual theft of £7.50 from me for late payment for an account that I can not get bills for or see how much I owe. Absolutely disgusting how VM treats customers.
I'm printing all of this ticket off so I can send it to head office to show how bad the support desk is.
Pooja at 22:11, Dec 7:

Hi Stephen, you're speaking to Pooja
Hope you and your family are doing well today.

I'm extremely sorry for the wait time you have experienced due to the current situation with Covid with limited support, we are working hard to help as many customers as possible.
As you have connected to me, I will try my best to resolve the issue at the soonest for you.

I see that you are contacting us to discuss about the online account issue.

As per the above messages, I see that the conversation has been returned back. I'm extremely sorry for the wait time as we are working hard with limited support and trying all the possible way to assist our customers. I will try my best get you connect you to our technical team as soon as possible now. Hope that would be fine?
Info at 12:01, Dec 8:
Welcome back to Virgin Media’s messaging service. We'll be on the case as soon as possible. Just a reminder that replies from this service are not immediate, allowing you to get on with your day.
You at 12:01, Dec 8:
once again I get the usual email sent to me stating late paymenta nd the usual £7.50 charge and this has gone on for two years. I wauted in all day yesterday again to try and resolve this and once again VM show that they are incompetent. All I want now is to leave and cancel every service I ahve with this terrible company. So, there is no need to try and resolve any tech issues now, just put me through to someone who can cancel this horrible contract I have with VM that sees a company steal £7.50 every month and because of a problem that they created
I'm done with VM and just want to leave and I think it is terrible the VM have literally created a situation that stops me from seeing bills because I cannot login, your automated account recovery is a joke and does not work and countless poeple online have stated this, and yet you steal £7.50 from me each month for a late payment because VM cancelled the direct debit and then put me in this loop.
So no need to fix anything now, just cancel my contract and I can leave and never come back to VM again. Terrible company, terrible support and VM are liars and theives. I'm done with VM
I'm also printing all of this off so I can send it to VM head office so they can see the absolute terrible way this has been handled and for how long it has been going on for.
And to blame a pandemic for providing a pathetic service is shameful and wearing a bit thin.
Imran at 13:19, Dec 8:

Good Afternoon. You're speaking to Imran. I just want to let you know you have reached the right person & I'll help you with your query.

Apologise for the long wait time. Let’s take a look together at your query now and get this resolved as quickly as possible for you.

I certainly understand your concern and we are sorry for the inconvenience caused to you but do not worry I will definitely check your account help you with the resolution which you are looking for.
You at 13:28, Dec 8:
The problem is I cannot log in to my vergin media account and have not been able to login for about 2 years. I keep getting late bills because I cannot see my bill because VM cancelled my direct debit becauase 1 time the bill did not get paid on time, so VM cancelled it and since then I have been hit with a £7.50 late fee charge
I think the best thing to do is cancel my service so I can go with someone else as I have literally had £7.50 in late fees taken from me when it is not even my fault.
Imran at 13:31, Dec 8:

I'm sorry to know about that. I am now transferring this chat to technical team and they will help you to fix the issue, please stay online with us.
Just so you know our specialist team are busier than usual due to the ongoing situation across the globe and it is taking longer than usual to get through to them.
Info at 13:31, Dec 8:
You’re now in a queue to speak to someone who can help. Our team is available every day 8am – 10pm. We aim to respond within 4 hours, but this will take longer if you’ve contacted us outside of our opening hours.

We will respond to you.

To help us help our most vulnerable customers, please only phone if your query is urgent.
You at 13:31, Dec 8:
This is exactly what happened yesterday
and if you think I'm falling for that again you are mistaken.
I waited for over 4 hours yesterday and now you have done the exact same thing as that other so called support person. IE contacted me, fed a few platitudes and then bunged me into the same queue all over again
ABSOLUTELY PATHETIC

Virgin Media you are a gang of lying, thieving time wasters and the sooner the better I am away from you. NEVER AGAIN VM

---------- Post added at 16:07 ---------- Previous post was at 16:02 ----------

So after all that I#m just bunged back into a Q and told to wait up to 4 hours and NO one gets back and then tomorrow will be the same and the same thing will happen over and over and over again. Virgin Media deserves to go under.
What is ironic is that they tout themselves as a communications company and yet trying to get hold of anyone to resolve the issue is impossible. I think the oly solution to this is not pay my bill, let them cut it off, go with someone good like Sky or BT and when VM send me the threatening letters asking for payment I go to court with them and blow them out of the water with all the printoffs I have of me trying to end the contract. THE ABSOLUTE WORST COMPANY IN THE WORLD.

08-12-2020, 16:07	#1
sneakyalien cf.member Join Date: Dec 2020 Posts: 11	This is what passes for support at VM So, for the past two years I have not been able to log into my account to view my bills. VM cancelled the direct debit after just once there was some mishap and a payment did not go through, so VM cancel the Direct Debit. I then try and log in to sort out a new direct debit, but cannot so we go around in a loop for 2 years of 'you are being charged £7.50 for late fees because you have not payed your bill WOW So I cannot even see a bill, I cannot login to see it, the password/account reset does not work and trying to speak to the useless clowns who are in some country where they cannot even speak English and speaking to them is like talking to a brain dead moron. I have sent numerous information via 'online chat' and get nothing but being bumped into a queue to wait and wait and no one ever shows up. Here is the Dialogue: This is what passes for support. All I want to do now is Leave and cancel everything I have with this horrible company who do nothing but lie and feed you BS. Check this out. This is only one of the many times I have attempted to sort this out: Okay, we’ve got your query. We will be with you as soon as possible. However, please be aware that replies from this service are not immediate, allowing you to get on with your day You at 10:44, Dec 5: Hi, I recently contacted VM regarding issues I have been having logging into my account that has been ongoing for years. VM said they needed my password and they sent a letter to me with my password enclosed. I now have the password and can give you the password so we can proceed with security measures. Thanks Sadiya at 13:14, Dec 5: Hello, You're speaking to Sadiya. I am sorry for the long wait time that you had to experience in the queue. I see that you have contacted us with regards to online account. Please be ensured that you have reached the right person and I will help you with your query today. I can certainly help you today, before we continue can you please confirm: Your Account Number Your Full Name Are you the Account Holder? You at 13:36, Dec 7: account number is: ###### Area reference: ## Name:####### I am the account holder You at 14:02, Dec 7: Hi Carmel at 14:14, Dec 7: Hi you are connected to Carmel from the Media billing team. Hope you are doing well. Sorry you've had to wait to get through to us, we've been busier than usual as we are working with limited capacity. Thanks for your query. How may I help you today? You at 14:15, Dec 7: I have been having problems trying to login to my user accounts in VM. I have tried to resolve it and had to have a letter sent to me with my password details and was asked to come back to VM and provide the password to prove I am the owner of the account Carmel at 14:16, Dec 7: Thank you for getting back, I can certainly help you today, before we continue can you please confirm: Your Account Number Your Full Name Are you the Account Holder? You at 14:17, Dec 7: account number is: ##### Area reference: ####1 Name:####### I am the account holder Carmel at 14:25, Dec 7: Thank you for the above details Stephen, kindly stay connected while I have a look into you're account. You at 14:25, Dec 7: thanks Carmel at 14:36, Dec 7: Thank you for staying connected. Before I proceed further may I take the 3rd, 6th and 8th characters of the secure password please? The password I require is the one you quote whenever you call to speak to our team and not the password you use to access and view your bills or online account. I will send you a secure form to enter these details. Carmel has sent you a Secure Form: [Cable] Security answer request You at 14:36, Dec 7: ok Carmel at 14:38, Dec 7: Thanks, that's correct. Let me have a quick look at your account and I'll be right back. You at 14:39, Dec 7: ok thanks Carmel at 14:43, Dec 7: Could you please confirm if you are at the property right now? You at 14:43, Dec 7: yes Carmel at 14:47, Dec 7: Thank you for confirming Stephen, I will now be transferring the conversation to our technical team who will help you resolve the query. Request you to kindly stay connected. You at 14:48, Dec 7: thanks Carmel at 14:48, Dec 7: It’s been lovely speaking with you today Stephen, look after yourself and stay safe. You at 14:48, Dec 7: thanks Info at 14:49, Dec 7: You’re now in a queue to speak to someone who can help. Our team is available every day 8am – 10pm. We aim to respond within 4 hours, but this will take longer if you’ve contacted us outside of our opening hours. We will respond to you. To help us help our most vulnerable customers, please only phone if your query is urgent. You at 15:22, Dec 7: Are they going to repsond to this chat or by telephone? I only want my email account resolving so I can log in and then I want to terminate my contract with VM and leave it's no big technical issue I just cannot login to my email account I've tried that pathetic system in place of inputing name, account details and bill details but without bveing able to get into my email to view my bills how am I supposed to be able to see the bill amount? I've tried that pathetic system in place of inputing name, account details and bill details but without bveing able to get into my email to view my bills how am I supposed to be able to see the bill amount? I have been going around in a loop trying to get this reolved and now I supply my security details and then placed in another queue? I have been going around in a loop trying to get this reolved and now I supply my security details and then placed in another queue? You at 15:30, Dec 7: I have been going around in a loop trying to get this reolved and now I supply my security details and then placed in another queue? You at 16:04, Dec 7: I'm writing to your head office about this abysmal service So I'm supoosed to just sit here for 4 hours or more on the off chance that one of your team can be bothered to contact me I've already been in touch with this support channel a few times and it is one big circle jerk with nothing being done. Absolute terrible support of taking details answering securty questions and then just dumping user back intoa quue so the whole process can start again and again and again and again You at 16:51, Dec 7: I want the name of a manager there and I want him to contact me about the abysmal 'support' You at 17:56, Dec 7: So let me get this right! Virgin Media's idea of support is to respond to someone, take their security details and then just dump them into another queue after absolutely no attempt to resolve the issue or even ask what the issue is? 3 hours later and still no reply from a support staff. This is not customer support at all and should not be called such. You at 19:09, Dec 7: over 4 hours. I kept to my side of the bargain and waited as requested and as I suspected no support staff bothered to contact me. PATHETIC SERVICE Completely wasted my time over and over and over again. I WANT TO SPEAK TO A MANAGER BECAUSE THIS IS JUST NOT GOOD ENOUGH. Conversation closed by you at 19:10, Dec 7: You at 19:23, Dec 7: So as soon as I close the window I get a 'hi how can I help you today' and we start the whole process again? Just get mne to someone who can end my contract broadband and phone because I am cancelling the lot now. No wonder VM is losing customers all the time with this level of service I'm surprised you have any customer left I am also writing to your head office about this because it is absolutely pathetic You at 19:28, Dec 7: and no doubt I will get the usual 'over due bill' email and the usual theft of £7.50 from me for late payment for an account that I can not get bills for or see how much I owe. Absolutely disgusting how VM treats customers. I'm printing all of this ticket off so I can send it to head office to show how bad the support desk is. Pooja at 22:11, Dec 7: Hi Stephen, you're speaking to Pooja Hope you and your family are doing well today. I'm extremely sorry for the wait time you have experienced due to the current situation with Covid with limited support, we are working hard to help as many customers as possible. As you have connected to me, I will try my best to resolve the issue at the soonest for you. I see that you are contacting us to discuss about the online account issue. As per the above messages, I see that the conversation has been returned back. I'm extremely sorry for the wait time as we are working hard with limited support and trying all the possible way to assist our customers. I will try my best get you connect you to our technical team as soon as possible now. Hope that would be fine? Info at 12:01, Dec 8: Welcome back to Virgin Media’s messaging service. We'll be on the case as soon as possible. Just a reminder that replies from this service are not immediate, allowing you to get on with your day. You at 12:01, Dec 8: once again I get the usual email sent to me stating late paymenta nd the usual £7.50 charge and this has gone on for two years. I wauted in all day yesterday again to try and resolve this and once again VM show that they are incompetent. All I want now is to leave and cancel every service I ahve with this terrible company. So, there is no need to try and resolve any tech issues now, just put me through to someone who can cancel this horrible contract I have with VM that sees a company steal £7.50 every month and because of a problem that they created I'm done with VM and just want to leave and I think it is terrible the VM have literally created a situation that stops me from seeing bills because I cannot login, your automated account recovery is a joke and does not work and countless poeple online have stated this, and yet you steal £7.50 from me each month for a late payment because VM cancelled the direct debit and then put me in this loop. So no need to fix anything now, just cancel my contract and I can leave and never come back to VM again. Terrible company, terrible support and VM are liars and theives. I'm done with VM I'm also printing all of this off so I can send it to VM head office so they can see the absolute terrible way this has been handled and for how long it has been going on for. And to blame a pandemic for providing a pathetic service is shameful and wearing a bit thin. Imran at 13:19, Dec 8: Good Afternoon. You're speaking to Imran. I just want to let you know you have reached the right person & I'll help you with your query. Apologise for the long wait time. Let’s take a look together at your query now and get this resolved as quickly as possible for you. I certainly understand your concern and we are sorry for the inconvenience caused to you but do not worry I will definitely check your account help you with the resolution which you are looking for. You at 13:28, Dec 8: The problem is I cannot log in to my vergin media account and have not been able to login for about 2 years. I keep getting late bills because I cannot see my bill because VM cancelled my direct debit becauase 1 time the bill did not get paid on time, so VM cancelled it and since then I have been hit with a £7.50 late fee charge I think the best thing to do is cancel my service so I can go with someone else as I have literally had £7.50 in late fees taken from me when it is not even my fault. Imran at 13:31, Dec 8: I'm sorry to know about that. I am now transferring this chat to technical team and they will help you to fix the issue, please stay online with us. Just so you know our specialist team are busier than usual due to the ongoing situation across the globe and it is taking longer than usual to get through to them. Info at 13:31, Dec 8: You’re now in a queue to speak to someone who can help. Our team is available every day 8am – 10pm. We aim to respond within 4 hours, but this will take longer if you’ve contacted us outside of our opening hours. We will respond to you. To help us help our most vulnerable customers, please only phone if your query is urgent. You at 13:31, Dec 8: This is exactly what happened yesterday and if you think I'm falling for that again you are mistaken. I waited for over 4 hours yesterday and now you have done the exact same thing as that other so called support person. IE contacted me, fed a few platitudes and then bunged me into the same queue all over again ABSOLUTELY PATHETIC Virgin Media you are a gang of lying, thieving time wasters and the sooner the better I am away from you. NEVER AGAIN VM ---------- Post added at 16:07 ---------- Previous post was at 16:02 ---------- So after all that I#m just bunged back into a Q and told to wait up to 4 hours and NO one gets back and then tomorrow will be the same and the same thing will happen over and over and over again. Virgin Media deserves to go under. What is ironic is that they tout themselves as a communications company and yet trying to get hold of anyone to resolve the issue is impossible. I think the oly solution to this is not pay my bill, let them cut it off, go with someone good like Sky or BT and when VM send me the threatening letters asking for payment I go to court with them and blow them out of the water with all the printoffs I have of me trying to end the contract. THE ABSOLUTE WORST COMPANY IN THE WORLD.