COMPLAINT about Abject Virgin Service

[pluggulp]

I will try to follow Virgin's advice of keeping it short and sweet so if a Moderator wants more information then he only has to ask. 

Over the last 3 months I have had countless problems with the service. Email file disappearance, frequent loss of TV, broadband ,and even landline. What is so annoying is the poor communication on fixes, the incorrect self diagnosis software , the incorrect logging of information by Virgin, and the constant repetition of broadband/TV problems.. Last Monday my wife had clearly had enough. "get this fixed once and for all or I might not return tomorrow."

I took this advice to heart and rang 150 once more. I explained that I needed two things:

 1   an engineer to test all of the equipment properly especially as Virgin software always points out that home equipment/settings are faulty. (my wife says that router and Tivo box should be changed). The guy arranged a 4 to 7 pm appointment for Wednesday. I arranged for an over 18 to be in during those hours.

2 I asked the guy if he could check out my pending refunds as I have registered so many losses of service that my monthly charge might even be zero next billing. He found no record of any registrations (is the registration system also not working or is it all one big sham?)  I asked the guy to get a senior manager to contact  me to explain what is going so wrong at Virgin particularly since Axel Wehrle took up his position. He agreed to arrange this

I have received no phone call from a senior manager. It is now 8pm and no engineer arrived or even bothered to phone me!

Obviously I want this to be dealt with thoroughly and urgently and I want to be informed at all stages by email or mobile.

[goslow · Accepted solution]

Compensation for a 'total loss of service' on phone and/or broadband is under VM's compensation scheme

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

a key element of this though is that VM gets two clear working days to fix a fault and it has to be a 'total loss of service'. The customer also has to notify VM of the problem by phoning in and/or running VM's online tests or phoning VM's service status number.

The above does not work very well for intermittent faults because of the 'two working day' fix time clause.

If your technician did not show up, and VM failed to give 24 hours notice of the cancellation, then you are due £29.15.

If you are experiencing ongoing problems, have you set up a BQM to monitor your connection 24/7 and track any disconnections?

https://www.thinkbroadband.com/broadband/monitoring/quality

Depending on what kind of response you get on here, you should be considering the likelihood of a formal complaint to VM (most likely an unproductive process but a required first step before escalating to arbitration).

https://www.commsombudsman.org/

[Reece_MH]

Hi pluggulp 👋

Thanks for posting, and welcome back to the Forums.

I'm very sorry to hear about the poor experience you've had when contacting us regarding your service. I'm going to send you a private message, so we can look into this further for you, and assist in getting things resolved.

Please look out for my message in the top-right, white envelope or by tapping the "Messages" tab after tapping your profile picture.

Thanks,

[pluggulp]

Hello Reece

It seems that you tried to send me a message  as a response to ' abject Virgin Service ' but I have not received anything. Could you please recheck and resend if necessary. Many thanks. ( you could also email me if you prefer)

Pluggulp

[Reece_MH]

Hi pluggulp 👋

Thanks for coming back to us, I'm sorry to hear you didn't receive the private message.

I've resent this for you, just now, and you should now see it in your Messages section.

Cheers,