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Elle79
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Problems for over a year

I had Virgin in my old house and then I moved in August 2015. I got it installed again. I have the big kahuna package plus their top speed for Internet. I have 4 boxes all in as I have them in bedrooms as well. Since 2015 I have had nothing but problems with it and at some points just had to stick my tv to the freeview that's built in as I couldn't get a channel too watch. My catch up and on demand wouldn't work either. Also the broadband again would he really slow or wouldn't work. I complained several times and twice this year I've had engineer out who has said the cable going into my hub wasn't even one of their cables so he doesn't know where the installer got it but on top of that the signal each time was minus 20 and the engineers witnessed the fact that I had 2 channels on the to working. On these 2 occasions this was all reported back to Virgin by them and then the following day the network team would come out and fix it. It would then work ok for about a week and then go back to the way it was. The problem I am having is Virgin expect over £100 a month from me since August 2015 when I really haven't had any service so I feel I'm being ripped off. I have complained and the engineers told me I was due my money back as they aren't supplying the service but customer service, the fault team and anyone who has dealt with my complaints as I've put in more than one complaint just keep making out I was due to pay that money and they credit the account with a goodwill gesture of about £30 which is no where near what I pay them. I don't know what else to do. I am on dialysis and I email stats to the hospital for my dialysis and sometimes the wifi goes just as I've done it so have to wait for it to work and then sit and do it all over again. All I'm wanting to know is who am I best to contact about these problems and getting money back that I have paid. There is no point me complaining again to Virgin as its only the actual engineers that seen it for themselves that said it was ridiculous and that I shouldn't be paying for any services when I'm not getting any services plus should be owed money back for all the time I've wasted on phone and writing complaints etc and nothing getting done about it. It really is beyond a joke and makes you feel like smashing the telly when ur on phone to customer service and they say have u checked your wires and then turn it off and back on etc. The whole thing is needing ripped out and a new install to see if it makes a difference. Their also saying that they can't go on what engineers say so I don't get that either as its them that see the problem when they come to house. Thanks for any help anyone can give.
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Re: Problems for over a year

Hi Elle79,

I'm sorry that you have experienced numerous problems with your service. Checking into this, I can see that a manager has been in contact with you regarding this and that your account has been looked at, as well as the fault issue. 

Has this been sorted out for you now? Please let me know.

 

Kind regards,


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Elle79
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Re: Problems for over a year

No once the network team came out the TVs been working a bit better but the box is still going really slow at times and the broadband is just hopeless. I was on the phone the other night to an agent who had to talk me through changing channels for the wifi to work etc. I shouldn't need to do this just so I can use the Internet. There has been a few calls on my house phone but I then phoned to see what was going on as I had only a few goodwill credits added when I had phoned about other problems so this problem hasn't been fixed. I told the agent that time that I had said before for them to contact me on my mobile incase I was at dialysis which I normally am. That was weeks ago and in the last 5/6 weeks they've phoned my mobile twice and then hung up so I haven't even spoke to anyone. No one seems to be able to communicate and understand my complaint which is a joke. I am moving in a few weeks and I don't plan on taking Virgin with me as I really can't be bothered with all the hassle when I have so much going on with my health already. I will be phoning the moving house department by end of next week but I can assure you my complaint has not been dealt with and I am not going to stop the complaint until I get the compensation I am due. Thank you.
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