Forum Discussion

Browny1991's avatar
Browny1991
Joining in
18 days ago

Canceled my contract after poor customer service .

Canceled my contract after receiving some of the worst customer service ever . I ended up with 2 issues with resulted in me canceling .

I called in as I never receive an out of contract notification and stopped receiving my bills through the post . Was told they were being emailed to a completely different email address to the one I had requested . Not sure how that happened but Bradley from the retention team  refused to follow up or do an investigation into why there was a breach of GDPR . I've contacts the information commission officer to complain about the lack of action of data protection on that.

 

 Secondly when I enquired about a deal for the 1gig broadband the only deal Bradley offered me was £46 and an activation fee of £35 .( The activation fee I only found out after speaking to someone else on an online chat .This deal was worse than the offer online which was cheaper and no set up fees .

When I asked Bradley simply told me it's because I'm not a new customer . To which I said I refuse .. and that's when Bradley started getting smarmy and arrogant on the phone.  Bradley the retention specialist isn't so special .  I got one generic offer which i had to accept or leave . So I decided to cancel and then sign up again to get the new customer deal to which Bradley tried to dissuade me by  listing off a bunch of prerequisites and that it would take months for me do that taking to many possible even june to fully close my account.

I've never had such bad service ever he was so smarmy and arrogant about the whole thing as if he had all the control over me .. it was really pathetic . 

We already have EE fibre optic broadband .. my virgin broadband was extra . If the retention team can't offer me at least a deal for 10 years of being a loyal customer I will just hop onto EE and Bring just loses out . It's no skin off my nose .

 

 

    • Browny1991's avatar
      Browny1991
      Joining in
      18 days ago

      Hi , 

      Thanks for sending that information over in I'll contact them regarding this .  Also  do you know a good contact in regards to settle issue with deals getting poor deals ? 

      • Daniel_Et's avatar
        Daniel_Et
        Forum Team
        18 days ago

        Hi Browny1991, thank you for your posts.

        We're really sorry to hear about the poor experience you've had and that you're leaving us 😔

        In order to discuss this with you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

        If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

        Regards,
        Daniel

  • Browny1991's avatar
    Browny1991
    Joining in
    16 days ago

    Trying to renew and the offers are the worst offers around   

    They are so bad that 500mb offer they gave me is more expensive than 1gig for new customers . 

    All I've asked for is £39 a month for 1gig and no set up fees which is the deal on 

     

    He offered for 1gig was £49 even though yesterday they gave me an offer £46 which is still not good enough .

    I've set up a cancellation date which is happening on the 2nd apparently these are ethe only deals they can offer fory account ..so there is obvious some kind of note to give me with bad deals or something even though I've been with virgin for like 10 years now . It's really shocking .

     

     

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      16 days ago

      No surprise there.  You are having a pretty normal conversation and lots of others have been there before you.  If you feel so badly treated, just leave as long term loyalty seems not to count for anything.  VM are a business after all, and historically will always have users coming and going. You may get a call from Retentions at the last hour, but don't count on it.

      • Browny1991's avatar
        Browny1991
        Joining in
        16 days ago

        If they don't wanna treat me fairly id rather go with someone else . I mean I just found this deal online which I could  get in the next few days . £10 less that what  renewal offer is 

         

    • jpeg1's avatar
      jpeg1
      Alessandro Volta
      16 days ago

      What you are waiting for?  A cheaper deal on a FTTP connection, and as a bonus you get rid of the awful VM Hub !

      • Browny1991's avatar
        Browny1991
        Joining in
        15 days ago

        I'm not waiting haha , im going to be calling them today / tomorrow to see what offers they do as i also need to sort out a phone contract as well .