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DamienM's avatar
DamienM
Settling in
2 months ago

Complaint - cannot link o2 media ID to my account

I would like to make a complaint. 

I am a new customer that has been using your broadband services for the last week. Despite receiving all emails and bills to my e-mail address I simply cannot create an online account.

I’ve read all the generic responses on here and none of them resolve the issue for me.

The issue is also clearly not resolved.

I also called into customer services and spoke with the most unhelpful customer service agent I’ve ever encountered who ultimately put the phone down on me when I wouldn’t accept to ‘just try tomorrow’ after spending 45 minutes on the phone. In fact such was the customer service agents disinterest in helping me, patronising behaviour disgraceful contact I would like to a dsar request for a copy of the call make make a formal complaint as to her conduct.

I’ve also ’tried tomorrow’ and guess what, still not working!

as a new customer quite honestly this is the worst impression a company has ever made on me and from the experience I’ve had has little to no interest in resolving the issue at hand. 

 

 

 

 

 

complaint

2 Replies

  • DamienM's avatar
    DamienM
    Settling in
    2 months ago

    As with just about everybody else it seems, I am a new customer that is having an horrendous time trying to create an online account.

    I've tried everything to make it work and I just can't.

    Used different devices, tried private browser, tried calling in (had an even worse experience on the phone as the agent hung up on me without warning) & was told it was due to a system migration and it would work 'tomorrow' and that was over a week ago!

    My services are active and I have received a bill. 

    It seems absolutely ridiculous that the message i'm receiving says my account is linked to a different e-mail when I am literally getting all my correspondence from you from the e-mail I am entering!!

    Clearly this is an horrendous error on Virgin's part with many customers facing the same situation!

    Please fix this ASAP!!!

    • Tom_W1's avatar
      Tom_W1
      Icon for Forum Team rankForum Team
      2 months ago

      Hi DamienM thanks for posting although we're sorry to hear of the concerns you've raised here.

      As you may be aware, this is a large-scale issue with the sign-on process at the moment, so all we may be able to do at present is raise an IT Ticket for you.

      Please expect a PM to arrive shortly so I can do this, and respond directly when you can.
      Many thanks