Forum Discussion

mikess's avatar
mikess
Tuning in
2 months ago

Indescribable frustration

I signed up for a Virgin Media package on Saturday, and got an indicative date of today for my stuff to be delivered. I haven't heard anything further, so no idea whether it'll be delivered or not. I thought 'I'll log into my account to check the status', but when I tried to do that I had no password so clicked the reset password. I didn't get any emails, and then realised I needed to sign up for an account, so tried doing that. At that point it asked for an account number and area, but as I've not had a welcome email or a bill I don't know these things.

I tried calling your customer services - it was probably the worst customer service experience of my life. She could barely hear me, and I could barely hear her because the noise cancelling on her end was so poor and she was of course in a call centre. She tried various ways of getting into my account but kept failing security. Despite being told I didn't know my account number, etc., she then proceeded to tell me the only solution was to log into my account and re-set my memorable word. 

I tried sending this by PM to one of your customer support people, and received a rude email about 'unsolicited messages'. If this is an issue, perhaps you may wish to include it in the community rules? I'm quite angry at this stage.

  • Kath_P's avatar
    Kath_P
    Forum Team
    2 months ago

    Hi mikess, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you've been having issues so soon into your journey with VM. This isn't what we like to hear. 

    It can sometimes take a few days for the order to be processed and the account set up depending on the checks needed. Did you receive an order confirmation after making your order? If so, this will confirm the correct email address was added and once the account is set up, you'll receive information on delivery of the equipment plus confirmation of your account number. 

    We won't be able to help via the Community until the account is set up completely and you've received your welcome email. Until then, it will be the sales team who you'd need to speak too. You can reach them on 0800 183 1234.

    Many thanks,

    • mikess's avatar
      mikess
      Tuning in
      2 months ago

      Why would the initial email indicate I'd receive the devices *yesterday* and no update? I had to ensure someone was in all day just in case you delivered. The communication received thus far by VM has been appalling and your customer services team are absolutely dreadful.

      • Steven_L's avatar
        Steven_L
        Forum Team
        2 months ago

        Thanks for coming back to us mikess. The current issues are due to an incident at a warehouse operated by one of our third-party suppliers, some customers are experiencing delays receiving their orders. We are working with our partner to expedite deliveries as soon as possible, have directly contacted those customers affected to apologise and will keep them updated.

         

        Kind Regards,

        Steven_L