Virgin Media Customer Service- Your Personal Experience

[Mr K]

Originally Posted by peanut

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....

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

[peanut]

Originally Posted by Mr K

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

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.... Who knows, the engineer might have one with him, so that could No.4...

[RichardCoulter]

They really are the Fawlty Towers of the communications industry.

[peanut]

Originally Posted by RichardCoulter

They really are the Fawlty Towers of the communications industry.

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.

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

[Dude111]

Your lucky there are other avenues to go with

[RichardCoulter]

Originally Posted by peanut

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.

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 ----------

Originally Posted by Paul

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

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.

[peanut]

Originally Posted by RichardCoulter

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.

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.

[RichardCoulter]

Originally Posted by peanut

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.

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:

I've just been looking at the Virgin Media Community Forum.

They had an offer of TNT Sport for £5 on their streaming service (a £13 discount). When the bills came in, people were charged £16.20.

A number of people complained, some were ignored, whilst others were whisked into private conversations.

It was said that text messages had been sent out about this to everyone affected, but none were received. After this was complained about, a text magically appeared.

Instead of correcting the issue, customers still received incorrect bills and, believe it or not, late payment fees!!

The most shocking thing of all is that they then passed details of these ficticious late payments onto credit reference agencies, thus impacting credit scores for affected customers. This affected someone who had intended buying a car at the weekend.

When he complained, he was given an email to write to and was told that it would be at least two weeks before he would be contacted about such a serious issue. It clearly didn't take two weeks to erroneously report the customer for so called bad debt. What about anyone in the process of buying a house with a mortgage??

Yet another example of their atrocious incompetence by making a mess of something that should be so simple and then not dealing with it properly time and time again so that a much more serious situation arises.

https://community.virginmedia.com/t5...y/td-p/5508825