Canceled my contract after poor customer service .

Do please let Ofcom know all about your cancellation experience with VM https://community.virginmedia.com/t5/Community-Natter/Breaking-OFCOM-investigating-VM-over-difficulty-cancelling-VM/td-p/5365110 

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 .

I spent three hours on a Saturday on the phone to Virgin Media trying to set up a direct debit and arrange payment for my outstanding balance of £46. I simply wanted to add this amount to future bills in small installments, but the process was very frustrating.

The first agent I spoke to took 40 minutes just to tell me her role was about moving homes and she couldn’t help me, then she passed me on. The second agent said they couldn’t assist and passed me to someone else. The third agent proposed a £10 per month payment plan for six months but refused to answer my questions, put me on hold for 30 minutes, then cut the call.

When I called back and explained the plan I was offered, I was told I wasn’t eligible. After struggling with poor call i think she was acting i asked can you call me back she said no but the person who passed me to her asked me to comfirm my number incase i get cut off , I waited 40 minutes to speak to a supervisor. The supervisor in 2 mins said I had been given misinformation, knocked £15 off my balance, and told me to set clear the balance and then set up a new direct debit.

I explained that I had already spent three hours on a Saturday trying to resolve this and that two weeks earlier, I had been given correct information and a reduced package and the agent was very helpful.

I will be leaving Virgin Media to many times they try to be not helpfull on basic queries I though I would give them the benefit of the doubt after a previous bad experience. I hope the company improves its customer service to avoid this happening to others.

I'm not surprised. I fear this may happen to me, as my contract will be running out next month, so I'm looking round for the deals. And I did speak one of the agents online and she offered me which I wasn't happy. A new customer gets the better offer, also I have a blue light card. She couldn't do anything about it! 

Wish me luck to shop round soon! 

I’m extremely frustrated with the service I’ve received. I called about setting up a payment plan — a simple, common request — and was passed between multiple departments for over an hour. Each agent took my details, only to say they couldn’t help, completely wasting my time.

Eventually, I was told I needed the debt team, which should have happened from the start. That agent couldn’t answer a basic question, put me on hold for 30 minutes, then disconnected the call. It’s unacceptable. If I treated customers like this at my job, I’d be out — no one would come back.

This isn’t the first issue either. Previously, I couldn’t pass security as I was outside, so the agent emailed me a bill. I read directly from it, and still got told the info was wrong. I explained I was literally reading what they sent me — the agent just didn’t want to help and used security as an excuse.

Also, when I renewed my contract, I mentioned poor Wi-Fi coverage at the back of the house. The agent said I would get a booster to help. When I later called back about it, I was told I’d have to pay a monthly fee — for something that should already be provided. Again, more time wasted. I had to call again before a different agent finally sent me two boosters for free, showing it could’ve been sorted easily from the beginning.

Honestly, I don’t expect this to be properly investigated — based on past experiences, nothing changes — but this kind of service is ridiculous.