customer service complaint.

Cheers mate that's great! 

The form doesn't work. 
They make it impossible for a client to complain.
Customer service is useless, and the employees are trained to lie to the clients repeatedly.
I placed an order today, and according to the system, everything was right.
After a few hours, I received an automated email stating 2 different false statements:
- (a) that the service can't be delivered as planned, because according to the records on their system there is another ongoing account at the address I just moved in (this is false, as I just took over this property, and I personally know the previous tenant/ Virgin Media account holder. Indeed, last Friday I personally returned his VirginMedia gear using the parcel provided by Virgin, and dropped it at Yodel, as per their procedure).
- (B) that Virgin Media relevant team tried to call me about the issue (this is also false, as I have received no calls at all).
So, I called the customer service, wasted 40 minutes of my time, to speak with a guy answering from the other end of the world, bearly able to speak English, who also accused ME of making FALSE statements without evidence.
At that point I got really **bleep**, because I've asked him to give me an email address.
My request was to allow me to provide all the pieces of evidence:
- the tenancy contract, showing the moving in date (Saturday 03/MAY);
- the Yodel receipt, showing that the previous tenant gear was posted by Friday, 02/MAY).
He refused to provide me with such an email address and told me that I had to wait at least 24 hours, to maybe be called back by their relevant team (the same one that, unlike the false statement in the automated email, never called me).
So, I was outraged and tried to get his ID number to make a formal complaint.
He refused to provide me with any form of proper identification (he only stated his First Name).
At that point, the call ended.
So, I tried to reach out to the customer service via LIVE-CHAT, and a "decent" agent picked up the case.
He tried to bounce my attempt to formally complain, and when pressed, he gave me an invalid email address (I have the chat transcript, showing the incorrect email address, and the notification from Google email, proving that the email address is invalid).
After wasting another 40 minutes on the chat with this other guy, he finally got a supervisor to call me.
The supervisor called me shortly after.
She apologised for both the technical issue and the poor customer service, but then she also lied, as she promised to call me back within 2 hours, after a chat with the relevant department.
No one ever called me back, and now the offices are closed.
By the way, all of the 3 stated and confirmed that they were trying to contact the previous tenant.
This is also a lie, as I was in chat on Telegram with him, laughing at them and at their lies.
So, to recap: Today I have interacted with 3 people from the customer service (the 1st call and the chat with 2 agents and the second call with a supervisor).
They all lied at different levels.
They refused to provide me with any form of ID for the first agent (the one who outraged me during the first call).
They were unable to check my claims and get the records on the system properly updated.
They refused to provide me with a valid email address to raise a formal complaint.
They failed to call me back as promised.
To end this review, I haven't even started using the actual service, and I am totally **bleep** off and about to cancel it.
They are a joke!
Just to let you better appreciate their level of incompetence, I have placed the order online today, following up on the invitation letter sent by them two days ago (05/MAY), addressed to "the new tenant".
LOOOOOL

The form doesn't work. 
They make it impossible for a client to complain.
Customer service is useless, and the employees are trained to lie to the clients repeatedly.
I placed an order today, and according to the system, everything was right.
After a few hours, I received an automated email stating 2 different false statements:
- (a) that the service can't be delivered as planned, because according to the records on their system there is another ongoing account at the address I just moved in (this is false, as I just took over this property, and I personally know the previous tenant/ Virgin Media account holder. Indeed, last Friday I personally returned his VirginMedia gear using the parcel provided by Virgin, and dropped it at Yodel, as per their procedure).
- (B) that Virgin Media relevant team tried to call me about the issue (this is also false, as I have received no calls at all).
So, I called the customer service, wasted 40 minutes of my time, to speak with a guy answering from the other end of the world, bearly able to speak English, who also accused ME of making FALSE statements without evidence.
At that point I got really **bleep**, because I've asked him to give me an email address.
My request was to allow me to provide all the pieces of evidence:
- the tenancy contract, showing the moving in date (Saturday 03/MAY);
- the Yodel receipt, showing that the previous tenant gear was posted by Friday, 02/MAY).
He refused to provide me with such an email address and told me that I had to wait at least 24 hours, to maybe be called back by their relevant team (the same one that, unlike the false statement in the automated email, never called me).
So, I was outraged and tried to get his ID number to make a formal complaint.
He refused to provide me with any form of proper identification (he only stated his First Name).
At that point, the call ended.
So, I tried to reach out to the customer service via LIVE-CHAT, and a "decent" agent picked up the case.
He tried to bounce my attempt to formally complain, and when pressed, he gave me an invalid email address (I have the chat transcript, showing the incorrect email address, and the notification from Google email, proving that the email address is invalid).
After wasting another 40 minutes on the chat with this other guy, he finally got a supervisor to call me.
The supervisor called me shortly after.
She apologised for both the technical issue and the poor customer service, but then she also lied, as she promised to call me back within 2 hours, after a chat with the relevant department.
No one ever called me back, and now the offices are closed.
By the way, all of the 3 stated and confirmed that they were trying to contact the previous tenant.
This is also a lie, as I was in chat on Telegram with him, laughing at them and at their lies.
So, to recap: Today I have interacted with 3 people from the customer service (the 1st call and the chat with 2 agents and the second call with a supervisor).
They all lied at different levels.
They refused to provide me with any form of ID for the first agent (the one who outraged me during the first call).
They were unable to check my claims and get the records on the system properly updated.
They refused to provide me with a valid email address to raise a formal complaint.
They failed to call me back as promised.
To end this review, I haven't even started using the actual service, and I am totally **bleep** off and about to cancel it.
They are a joke!
Just to let you better appreciate their level of incompetence, I have placed the order online today, following up on the invitation letter sent by them two days ago (05/MAY), addressed to "the new tenant".
LOOOOOL

The quarterly results are due on Wednesday and may give some pointers here. 

Hi Krishaas,

Thank you for your post and welcome back to our community forums. We're here to help.

I'm sorry to hear you've not had a great experience with us when making contact to discuss offers. Have you since been able to arrange an offer that you're happy with? If not, when did you last speak with our retentions team about this and what was discussed? They can be reached on 0345 454 1111 (or 150 from a Virgin Media landline).

Thanks,
 

I’ve just had a similar experience, had an offer on my virgin media page to renew my contract for a certain rate but wanted to remove TNT sports from my package after waiting on Thursday on the chat bot for over an hour I gave up and tried again yesterday to finally message with somebody who tried to sell me a more expensive package and after 20 minutes he told me he had cancelled my TNT but hey presto my renewal offer disappeared from my page 😡 I’m also a customer of over 20 years but as you say they don’t seem to value customers they already have only want to entice new ones and customer service is always takes hours and hours to get any assistance for anything ☹️

The form doesn't work. 
They make it impossible for a client to complain.
Customer service is useless, and the employees are trained to lie to the clients repeatedly.
I placed an order today, and according to the system, everything was right.
After a few hours, I received an automated email stating 2 different false statements:
- (a) that the service can't be delivered as planned, because according to the records on their system there is another ongoing account at the address I just moved in (this is false, as I just took over this property, and I personally know the previous tenant/ Virgin Media account holder. Indeed, last Friday I personally returned his VirginMedia gear using the parcel provided by Virgin, and dropped it at Yodel, as per their procedure).
- (B) that Virgin Media relevant team tried to call me about the issue (this is also false, as I have received no calls at all).
So, I called the customer service, wasted 40 minutes of my time, to speak with a guy answering from the other end of the world, bearly able to speak English, who also accused ME of making FALSE statements without evidence.
At that point I got really **bleep**, because I've asked him to give me an email address.
My request was to allow me to provide all the pieces of evidence:
- the tenancy contract, showing the moving in date (Saturday 03/MAY);
- the Yodel receipt, showing that the previous tenant gear was posted by Friday, 02/MAY).
He refused to provide me with such an email address and told me that I had to wait at least 24 hours, to maybe be called back by their relevant team (the same one that, unlike the false statement in the automated email, never called me).
So, I was outraged and tried to get his ID number to make a formal complaint.
He refused to provide me with any form of proper identification (he only stated his First Name).
At that point, the call ended.
So, I tried to reach out to the customer service via LIVE-CHAT, and a "decent" agent picked up the case.
He tried to bounce my attempt to formally complain, and when pressed, he gave me an invalid email address (I have the chat transcript, showing the incorrect email address, and the notification from Google email, proving that the email address is invalid).
After wasting another 40 minutes on the chat with this other guy, he finally got a supervisor to call me.
The supervisor called me shortly after.
She apologised for both the technical issue and the poor customer service, but then she also lied, as she promised to call me back within 2 hours, after a chat with the relevant department.
No one ever called me back, and now the offices are closed.
By the way, all of the 3 stated and confirmed that they were trying to contact the previous tenant.
This is also a lie, as I was in chat on Telegram with him, laughing at them and at their lies.
So, to recap: Today I have interacted with 3 people from the customer service (the 1st call and the chat with 2 agents and the second call with a supervisor).
They all lied at different levels.
They refused to provide me with any form of ID for the first agent (the one who outraged me during the first call).
They were unable to check my claims and get the records on the system properly updated.
They refused to provide me with a valid email address to raise a formal complaint.
They failed to call me back as promised.
To end this review, I haven't even started using the actual service, and I am totally **bleep** off and about to cancel it.
They are a joke!
Just to let you better appreciate their level of incompetence, I have placed the order online today, following up on the invitation letter sent by them two days ago (05/MAY), addressed to "the new tenant".
LOOOOOL

Hi Taffy2 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear you've been advised that you'll be charged for equipment you think you've returned to us 😔

Just to confirm, on what date did you return what you think is the Stream box to us?

Please pop back to us at your earliest convenience.

Regards,
Daniel