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HELP!!!!!!!

Need some help,

My girlfriend (Elaine) signed up to a new package / cost with Virgin, which was to include the exact same package as she currently received, (the same channels and broadband) for a reduced rate and to receive a new box which would also be the new modem. The new box was received/installed on the 25/03/16. The internet did not work for a day which I can understand / put up with. The problem is the new box/package did not have the same amount of channels as the previous one ie, Fox (Waking Dead), BBC4, Disney Channel and so on.

Elaine contacted Virgin on the 25/03/16 and spent 2 hours on the phone with no progress, Elaine then spent 3 hours today, 26/03/16 on the phone, ended up speaking to 4 different "specialists" with again no progress, and getting very angry and upset over what should be a simply issue to rectify. 

I then called Virgin today, 26/03/16 to see if I could get further, and now understand how frustrating it can be, it started good and went down hill, first spoke to Alex (wrong section) who passed me on to Ronnie, was very nice but then got passed on to Bell, can't recall if it was Ronnie or Bell who offered to have all the channels reinstated but for an additional €5.00 extra per month, while I'm trying to explain that these were agreed to be included in the first place anyway, Bell mentioned they could review / listen back to the phone conversation between Elaine and Virgin when the package was agreed, this was never actually confirmed to happen, I asked to speak to a supervisor, I was put on hold again and then got a hung up dial/cut off, this call lasted 50 minutes

I called back to confirm if the "call would be reviewed" and got Danny who passed me on to Kel Flores, who was not very helpful and who noted that I should not have been discussing any of these matters as my name was not on the account which is fair enough but I had just discussed it for 50 minutes with 4 previous virgin "specialist". But Kel was still able to offer me all the channels Elaine previously had for an additional cost, which was the end of trying to deal with this by phone and I am now at this point. My 2nd call lasted 25min

A response from Virgin would be greatly appreciated.

Having an upset girlfriend is not much fun and I don't want to miss the Walking Dead 

 

 

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Superuser
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Re: HELP!!!!!!!

Just checking, are you in Ireland by any chance or was the 5 Euros a typo and you meant to type £5?  The reason I ask is we often get visitors from Ireland and this is a VM UK forum and staff here can't help with VM Ireland issues.

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Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong :-) If you do like my answer please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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Superuser
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Re: HELP!!!!!!!

Just checking, are you in Ireland by any chance or was the 5 Euros a typo and you meant to type £5?  The reason I ask is we often get visitors from Ireland and this is a VM UK forum and staff here can't help with VM Ireland issues.

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Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong :-) If you do like my answer please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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Re: HELP!!!!!!!

Hi, the €5.00 is correct, based in Ireland, thanks for the quick response, very much appreciated, I will go to the Irish virgin media website.

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Superuser
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Re: HELP!!!!!!!

There is a VM Ireland forum here:

http://www.boards.ie/ttforum/1546

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Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong :-) If you do like my answer please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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Re: HELP!!!!!!!

Thanks Scott much appreciated

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