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Worst Customer Service
I have been trying to sort out my account for over 3 months and have never had such a debacle. Had 2 different contracts, spoke to numerous employees and still can’t resolve basics. Thought I had it all sorted last month with another new contract but yet again Virgin promised much but delivered nothing. Spent over 2 hours on the phone that time and now just spent 40 mins then I got passed to my 3rd agent who promptly cut me off deliberately.Has anyone else ever dealt with such a poor organisation who are completely inept? So infuriating when the staff employees cannot read previous notes or don’t listen to you? Then pass you onto another agent where you have to keep on repeating yourself endlessly.Anyone from Virgin got the courtesy to try and sort this out? Rather than on of your Employees who said best thing to do was leave, I am starting to think I should have followed his advice.</span></p>Can not log into VM/O2 account
For nearly two months (since 26th August) my 81 year old mother's VirginMedia/O2 account has been locked following fraudulent activity on her O2 mobile (cloning, we suspect). While the O2 mobile part was fixed quickly with a new SIM and existing number transferred to it, the VM/O2 account remained locked despite several fruitless phone calls to VM (via the 150 number). Late on Monday (6th October) the account was suddenly unlocked, although the email was not seen until Tuesday morning. However, the passwords no longer work and mum never set-up recovery codes, or they are long lost (I suspect they would also have been invalidated). The backup email login was also for an address mum has *never* owned, despite it using her name (an Outlook address). Fortunately, a phone call to VM miraculously managed to get the backup email changed. Unfortunately, after putting the phone down, we logged in using the backup email "verify me" link, in order to reset the passwords/recovery codes in "Security Settings", and noticed that the "primary verified phone number" is *also* incorrect and a number mum has never used and therefore does not have access to. Here's the deeply frustrating part. To change the verification number (add new/delete old) you need to verify -- but mum can't because she does not have the password, does not have recovery codes and does not have access to the incorrect phone number. To change the password, you need the old password, or verification phone, or recovery codes. To get new recovery codes you need... the password, or verificaton phone etc. Can you see the issue here? We tried phoning VM again but the lady at the end of the phone did not seem to understand what mum was getting at. She kept talking about the "app", which my mother does NOT have on her phone. We since tried installing it for her, but of course it wants a password to login and the backup email method does not appear to work inside the app. The next day we tried phoning VM yet again, this time the man at the end of the call opened a ticket - I have a reference, I won't post publically. Then on the 9th October, a VM tech support person rang mum and tried to get things working with a temporary password, but it did not work when we tried entering it in and eventaully we got locked out -- so the guy on the end of the phone said to wait 24 hours and another person will call. That did happen, and another attempt was made with temporary password and the tech guy creating a recovery code, but none of it worked. Eventually he too had to end the call, and since then nothing has happened. The entire system is so Byzantine and Kafkaesque, my (81 year old) mum really can't navigate it. Between us, my sister, brother-in-law and I find it deeply confusing and frustrating -- and we are somewhat tech savvy! My mum has been a customer since it was NTLWorld and this is the worst experience she has ever had from Virgin. To be really clear here, this is what we are doing that isn't working: 1. Using a web browser (Firefox) on a regular desktop PC. 2. Going to virginmedia.com and clicking on "Sign in to My Virgin Media" 3. On the VirginO2 sign-in page, selecting the account we want to log into (which happens to be an ntlworld.com email). 4. Clicking verify by another method to use the "backup email verification link" because the password doesn't work. 5. Clicking on the verification link to login to the account. 6. Then clicking through: My Virgin Account -> Account Settings -> Identity and Security Settings -> Security Settings -> Verified Phone Number. 7. That is where the incorrect number is which needs changing. All I want is for the verification phone number to be changed, so that we can then go in and change the passwords and recovery codes for mum. Although given the two failed failed attempts with a VM tech support person, I have doubts even that will work now.My 79 year old dad with Alzheimers charged £75 per month out of contract for nearly ELEVEN years!
On digging through some of my dad's affairs last week I was surprised on finding out he was paying £75 per month to Virgin and realising he didn't even have broadband or a landline dug a bit deeper. It turns out he went out of contract nearly ELEVEN years ago and has been unwittingly paying the £75 out of contract charge for the whole period of 2014 to the present for essentially just Virgin TV, no broadband and no landline! He had no clue this was the case and neither did his disabled 70 year old wife. Nobody at Virgin thought to alert him to a better deal or offer and continued to let his out of contract charge roll on this whole time. Having complained to Virgin I still haven't heard back and he is still having to pay this charge. Eleven years it has continued and on speaking to the complaints department and asking if they were to be offered Virgin TV, no broadband and no landline for £75 a month the person at the other end unsurprisingly agreed they wouldn't accept that offer. My dad clearly didn't have options explained to him and Virgin clearly knew what was happening. Just unbelievable how a company can exploit an elderly vulnerable couple who have no perception of modern media yet remain unwittingly loyal. Just disgusting. Does anyone have ideas or advice on how to best escalate this? Thoughts were communications ombudsman or even one of the newspaper consumer champions. Sounds drastic yet I can't understand how this can be allowed to happen yet alone for such a length of time. Does anyone have any experience of this or anything similar? Thanks.Refusing to honour promo speed Boost & Price
I’m at my wits’ end and feel like giving up on Customer Services, so I’m hoping for some advice. At the start of October, I renewed my contract through the Web Portal. The offer seemed reasonable — £63 per month for basic channels, all the football, and 250MB broadband — so I went ahead with it. However, my bills were immediately confusing, showing three different amounts depending on where I checked (Email, App, or Web Portal). I was assured it would settle soon, so I left it at that. A couple of weeks later, I received a promotional text offering a speed boost to 350MB for £2 less per month. It seemed like a no-brainer, so I clicked “Place Order” and received a confirmation email with an order number. After waiting a few days with no change, I called Customer Services. They said they couldn’t see any offers or updates made through the web and advised me to wait a little longer. I did — but nothing happened, and the new order still doesn’t appear on the App or Web Portal. I then tried webchat to check on the order, but that was no help either. Even after forwarding the confirmation email, I was told the order “didn’t exist” and was instead asked if I wanted to start new contract. I explained that I just wanted my existing order processed. They couldn’t help, but offered to escalate a complaint and said someone would call me back within 4–24 hours. Nobody ever called. From what I understand, the only department that actually listens is Retentions — but I don’t want to leave; I just want the deal I was offered to be honoured. It doesn’t seem like an unreasonable request, but it’s proving far more difficult than it should be. Where do I go from here just to get someone to listen and resolve this? Thanks for reading.
Netflix hacked
Hi on Friday 17th October I received an email telling me that my Netflix email has been changed even though I didn't authorise this, obviously I was very concerned and was wondering how this was possible, I reset my Virgin email password and went onto Netflix to see how this happened and how I could change it back, I was told I need to get a service code on my account to change it back however I was only logged in on my two Virgin 360 boxes and the service code that was showing Netflix told me it was wrong, so I asked Virgin and they said they don't know anything about the service code, now I know people will say you need to speak to Netflix but I have and they just tell me it's Virgin I need to speak to and they can't do anything about this, like a lot of people the account language has now changed to Spanish and despite multiple calls and live chats none of the agents at Virgin seem to understand I'm telling them that a new Netflix account needs to be set up with my email and the old account deleted as the email has been changed on that account and somebody else is using it but they seem to think I just can't log back in and keep telling me to log in with my email but obviously because there's no account linked to my email it's coming up as no account linked to this address, is there anybody here who knows how I can fix this or speak to someone who can help me fix this as it's been going on for so long and every time they call or I speak on live chat I can tell they don't want to deal with the problem and keep passing me from person to person asking me to try things to fix it that I know full well won't work.Incorrect email and inability to rectify
I need to speak to a human being but am not being given the opportunity. I recently signed up, but in the text message I received it looks like my email address had been taken down incorrectly by the agent in the initial call, therefore I have not received any emails containing my account number, which in turn means that I cannot get through to speak to a human being 😡TV package channels
Has just happened to us didn’t even know there were these channels on the tv charged £70 plus have spoken to a virgin employee who was adamant I had chosen this on the phone now waiting for a manager to speak to at 70 years old this is the stress I can do without [MOD - title added]
