I haven't received my free gift TV (one of the key factors to me signing up to be honest!), despite it being 55 days after my services going live - which is the stated time.
No one has been in touch about it getting sent and I'm a bit concerned about it just being forgotten about.
Does anyone else have any experience of this and/or any advice about what I can do (which telephone number/email etc to contact) to get what was promised and included in the package?
Thanks all,
I am in exactly the same position, installation took place 23rd July and I was initially told the TV would arrive on the date of install. I've contacted Virgin 6 times since then and have been lied to repeatedly, given false delivery dates, initially told 14 days after installation, then by 3rd September, then by the 19th, then told it'd be a minimum of 58 days after installation, I've raised 3 separate complaints, was told last week someone from dispatch would contact me within 72 hours, heard nothing, told the same thing again this week, still no contact, have called again this morning and another form has been raised for non-delivery of gift. We're now at 65 days since installation and still, nothing. In the meantime we're paying for an additional service box which was for use with this TV.
It's absolutely appalling service from Virgin Media, had we known this was going to be the case we'd have gone with Sky and got the SkyGlass offer, or better still taken out a cheaper contract with another provider and bought a TV. I will be reporting to Trading Standards and the Comms Ombudsman. Customer Service is absolutely abysmal, it takes 15-20 minutes to circumvent the automated service to get through to an actual human and once you do get through the agents have no idea. Advice to anyone thinking of going with Virgin - DON'T!
Forum TeamHey ck3484, thank you for reaching out and a warm welcome to the community, we are also sorry to hear about your gift issues.
We can also see you've spoken to the team, did they manage to help at all?
Not really, I still have no confirmation of if or when the TV will be delivered.
I believe a form has been submitted regarding a "missing gift" and I should expect to hear something within 10 days, although given the track record of being told I would receive a callback, I am not convinced that will even happen.
I have an email which states Virgin's delivery partner, Exertis, should be in touch regarding the delivery of the TV - I have tried to contact them on the given number to no avail, there is no answer. Surely this can be expedited and someone, somewhere should be able to find out why this hasn't been delivered by the deadline stated in the terms & conditions! To my mind Virgin Media are in breach of agreement at the time of contract creation - it amounts to false advertising and duping customers!
Forum TeamHi Ck3484 👋
Thank you for joining me on private message regarding your TV 😊
I am glad to know your TV has finally arrived after the escalation 🥳
If you have any issues in the future, then please don't hesitate to reach out to us on here.
Thank you.
Forum TeamHey andysta, thank you for reaching out and a warm welcome to the community, we are so sorry to hear about your free gift issue.
We can see you've spoke to the team since this did they manage to help/
