Forum Discussion

BazzaL's avatar
BazzaL
Joining in
15 days ago

Going round in circles, no help anywhere

Recently took up offer of volt upgrade broadband speed, received confirmation email and contract summary sheet showing initial price of £47.16 for package. Had a problem with upgrading router due to system not recognising my email address! spoke to customer relations on 18 march and resolved problem, and who confirmed price.  Got first bill today and was shocked to see package priced at £108.16!!! Have spent 2 hours today trying to get back to the UK customer relations team (who I spoke to before) keep getting through, after fighting way through automated answering, to call centres in India who seem unable/unwilling to help because they can't see my new contract on my account, twice was promised to be transferred to customer relations, first ended up in another call centre, second was transferred and  then cut off! Tried again and was told this time that it was not possible to transfer calls to UK despite being done so before. Ended up with a promise that a message would be sent to the agent in the UK who helped before, to get him to call me tomorrow, I won't hold my breath! Told by these call centres to call and use options 1,1,4,4 or to just keep redialling in the hope of reaching the UK team, very customer focussed!!! If this can't be resolved and my new contract isn't honoured, I'm leaving! 

3 Replies

Sort By
  • Lee_R's avatar
    Lee_R
    Icon for Forum Team rankForum Team
    15 days ago

    Hi BazzaL thanks for posting and welcome to our community.

    Sorry to hear that you're having issues getting your new agreed deal activated. So that I can take a look on your behalf, I'm going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

    Regards

    Lee_R

  • Stox1's avatar
    Stox1
    Tuning in
    14 days ago

    Hello BazzeL

    This sounds incredibly frustrating, I had a different issue with Virgin, but I went through months of delays and poor communication before finally getting it resolved. Here are a few things that helped me, and I hope they’ll help you too:

    Keep copies of that confirmation email and the contract summary sheet - this is key evidence.

    Log a formal complaint via Virgin’s official process: go to their website and add /help/complaints to the end of the URL. Be clear that you are being billed incorrectly, and attach your contract summary as proof.

    Submit a DSAR (Data Subject Access Request) to get all info Virgin holds on your account — including internal notes, web chats, and call recordings. This can help back up your case if you escalate. Just go to their site and add /help/dsar.

    This can take up to a month to receive, but worth submitting if you need the info later on.

    If you don’t trust the phone calls anymore (understandably), insist on written communication only. That way, you have a clear record of what’s said and promised.

    If it’s been over 8 weeks since your initial complaint, or if they issue a deadlock letter, whilst you in the complaint process — you can escalate to the Communications Ombudsman. They’re independent and free to use.

    Virgin’s call centres can be a nightmare to navigate. In the end, staying calm, keeping a solid paper trail, and going through the right channels helped me get what I was owed.

    Hang in there, and don’t let them wear you down.

    Hope this was helpful

    • BazzaL's avatar
      BazzaL
      Joining in
      14 days ago

      Hi Stox1

      Thanks for this, very helpful info.