I signed up for a mobile broadband dongle with Virgin because BT's bandwidth around here is terrible. The dongle is fine and increased the speed tenfold but then virgin cable came to my street. I still had a year to go with the dongle so would be paying for something I wouldn't need from then so I asked the salesman about it.
He said that mobile broadband would simply cancel straight off when they had completed their side of what they promised and there would be no penalty charges. "Why would they penalise me for buying another service from Virgin?"
Well he didn't do that and I had to leave it running for a month anyway because they couldn't get my phoneline connected despite all the assurances they gave but that got sorted eventually and the router then arrived a couple more weeks later. I have no great problem with those delays because at least they pick up the phone when you ring them but despite calling and writing and mailing to cancel, Virgin confirming they would cancel it and me emailing and telling them again, I am being pursued for an ever increasing bill for services I do not use or require.
Trying to get through on the phone is useless and I can't set up an account because the service is suspended, despite the suspension I am still apparently being billed for monthly usage.
The initial "if you take 3GB but don't use more than 1Gb you will only be charged the 1GB rate" turns out to be another sales pitch too.
Great way to persuade you to upgrade and spend more with Virgin Group! Short of going to court or the Ombudsman is there a way to get out of this poor service circle???
We're having a few technical problems at the moment. Our team are onto it and we're working as fast as we can to fix it. "
So in other words you can't cancel even if they say you can and if they agree to do it without penalty charges because you want to buy more from Virgin, they won't do it. You are then ignored and yet the charges continue to accrue until you hopefully at some point get hold of a human.
Heck - even death isn't a good enough reason for V-Mobile to cancel a contract without penalty. Eight months down the line and STILL V-Mobile is trying to draw Direct Debits from my deceased husband's bank account - they seem not to understand that bank accounts are frozen the moment the account-holder dies. A decent company would simply allow the contract to lapse - after all, a dead person can hardly take or make mobile phone calls. But not V-Mobile - oh no. They insist on hassling the grieving widow, forcing her to pay up for a phone no-one is using. I am now considering withdrawing my custom from Virgin Media as well - already I am determined never again to cross the threshhold of a Virgin Music Store or fly Virgin.
I took out the Galaxy S 24month Contract for £30 a month, and I wish I never did. I've only been with virgin for 2 months as yet and I've had my fair share of problems.
Recently I've been unable to make calls and my mobile keeps informing me to topup my account which is bizzare as I am on a contract. So I call up the "Voted best customer service for 9 years" call centre based in bagalore (huh good service i think not). I get told to take my sim card out and try it in a different handset yeah we all have a spare virgin mobile handset lying around. If I did have a spare one lying around I would of been wize to how rubbish this company really is.
So i explain to the ever so helpful person on the other end of the line that I am unable to do that and this issue most probably isnt to do with the handset, she then tells me that to carry on troubleshooting I would need to do this. I hang up on the ever so helpful customer support.
Next day phone is working perfectly. This happend on two further occasions and again it happened yesterday. I was unable to make call ect.
I call them up, and by the grace of god I get the english call centre who inform me that the problem I am having is an ongoing issue and that virginmobile are trying to fix it, They can however fix it temp by adding more minutes to my account which she did and now it is working.
As far as service goes this company is Appalling, their customer support is bloody awful and I am going back to o2.