Enough is enough!!
Having been a loyal VM customer for many years (my Wife had the account before we met) they've finally tested my usually calm patience to breaking point over the past couple of weeks.
Our contract was due for renewal next month so to avoid a ridiculous doubling in price I phoned Retentions 3 weeks ago to renegotiate. After the usual 'haggling' I was offered a deal I was happy with which included an additional 2 V6 boxes (we currently have 2) meaning our kids could have them in their rooms. An engineer visit was arranged.
Last Thursday the engineer came & having looked at our current set up & the street cabling, advised the additional V6 boxes would put too much of a strain on our signal & would compromise our service. He said I should never have been offered the additional V6 boxes without our signal first being checked. However, he advised that I should call Retentions back & let them know what he'd told me & that we need 1 main 360 box & 3 Apollo boxes.
I did this & was told by the agent (who I will add sounded totally disinterested) that the system wouldn't let her put through 1 360 plus 3 Apollo. She also said there's a 30 day disconnection period when our V6 service would be disconnected then 7 days after that we had to call back so the 360 service could be activated. She said we would be without our Virgin TV service during that time.
Given these issues & the fact we wouldn't want to be without the TV service for that long I advised her (reluctantly) to forget the 360 service & just get me the best price in our existing service.
After negotiating we reached an agreement on a monthly price I was reasonably (but not fully) satisfied with. I also mentioned the wasted time on the phone when I first called plus mine & the engineer's wasted time so she agreed to a one-off £25 bill credit.
I received the pre-contract agreement showing what we'd agreed but I then got notice of a huge next bill then nothing else so this morning I called Retentions again (!!!) only to be told although details of the new contract are visible on their system, it hadn't been processed!!!
The agent I spoke to then had to process the new contract.
The engineer also found problems with the cabling in the street as well as that coming into our house, which he said would be affecting our service.. He put in a request for both of these issues to be rectified but I have no idea whether or not it's been done.
He also noticed we have a Hub 4 but said as we're on Gig 1 broadband we need a Hub 5 so during my call last week I mentioned this & was out through to the Technical Team & I requested one.
Whilst on the phone this morning I thought I'd request an update & was again out through to the Technical Team. For a THIRD time I was asked to run through security & was asked for 3 letters from our memorable word. Despite knowing I had given her the correct letters (I've used this method enough in the past weeks so I know I was right) it failed on 3 occasions & locked the account so the agent said she'd have to call me back after an hour!!
In total, since I started the contract renewal, I have spent well over TWO HOURS on various calls to try to get something which should be relatively simple sorted out.
It's nothing short of disgraceful 'customer service' & I've now had enough.
If anyone from VM reads this I'm hoping they'll be able to investigate the short fallings that have occurred & maybe get me some answers.
