Forum Discussion

Pamdor's avatar
Pamdor
On our wavelength
2 months ago

Customer service issues

Despite numerous web chats and telephone attempts, the VM help people don’t respond.
A couple of weeks ago I’d ordered a new v6 remote. When phoning up a week later to progress, after a lengthy call time, I’d been told it would arrive 3 days later. However the following day I received email to say I’d ordered a virgin 360 service?? and my contract was updated.

This feels like a scam by VM to get unsuspecting customers onto a Virgin 360 service. My protests to VM help to have my contract amendment of 14/2/25 revoked/removed has been ignored. Can someone help please?

 

  • Beth_G's avatar
    Beth_G
    Forum Team
    2 months ago

    Hi Pamdor

    Welcome to the Community Forums, thanks for your post.

    I'm very sorry to hear your TV service has been upgraded in error rather than having a new TV remote sent out to you as requested. I think the confusion on our end has come from the fact that in order to upgrade your TV service, we'd sent out a 360 remote and your V6 box can be upgraded by using the new remote to access the upgrade.

    If you have upgraded your TV service, I'm afraid that it won't be possible to revert this change but if you've not changed this, I'll get a standard V6 remote replacement sent out to you. I've dropped you a private message.

    Thanks,