Forum Discussion

Goku_Saiyan's avatar
Goku_Saiyan
Tuning in
7 months ago

Is this the level of Customer Service I Can expect?

Hi,

I have recently joined virgin media as a new customer, And after an error in delivery I am struggling to get any resolution or even updated feedback from anybody I contact. Was hoping if any help could be provided here before I cancel my contract before it even starts.

I was due to receive the items for the package I signed up for (Broadband, TV, Phone) on 26/07/24, However on arrival I had only received the broadband hub and ethernet cable (Nothing else), I contacted virgin both by phone call (who cut me off) and messaging service who provided me with the following...

 

No update, Tracking No. or further information was received, And more than 48hrs later... Nothing

I contacted by chat again on Sunday 28/07/24, To be told this...

And yet again, Nothing. No email confirmation, No tracking, Nothing listed in my orders, And Customer service refusing to give further information.

Contacted virgin media again yesterday...

I requested the call back, And surprise over 24 hrs later, Still Zero from virgin.

My bill is due to be calculated soon, Which is already the double advertised price i signed for. And with still no sign of My TV and Phone items looks like I'm gonna miss out on at least a month of my 18th month contract deal as I'm due to travel soon.

Seriously is the customer service always this bad?? Does anybody have any advice on how to resolve this issue fast or to speak to somebody who can actually give me answers, eg. Why wasn't a new item mailed ASAP on 26/07/24 when i first reported the issue?

  • Hi Goku_Saiyan 👋 Thank you for your post and welcome to the Virgin Media Community 😀

    We're really sorry to hear about the poor experience you've had and that you're thinking of cancelling your contract 😔

    In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

    If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

    Regards,
    Daniel

  • We are having almost identical issues. Router received on 16 July - still no TV box and support have given a different answer every time I've contacted them - very frustrating and is making me question the decision to switch to Virgin

     

    • Ayisha_B's avatar
      Ayisha_B
      Forum Team

      Hi Claires75 👋

      We're sorry to hear you're also having some issues. 

      What did the support team advise you?

      • Claires75's avatar
        Claires75
        Tuning in

        Should be here within the next few days, fingers crossed. Took speaking to four or five different people to get it resolved though, and had to explain the whole situation to each of them again. I'm just hoping I don't have any issues in the future so I don't have to get in touch again!

  • "Is this the level of Customer Service I can expect?"

    Yes. 

    Have your 14 day cooling off period foremost in mind here. 

  • Update: still nothing from virgin media.

    Had an order text on friday...

    no message from yodel was received. No package arrived

    Officially opened a case with ombudsman now as virgin have refused/not delivered a deadlock letter or phonecall promised

    • Goku_Saiyan's avatar
      Goku_Saiyan
      Tuning in

      Absolutly not, promised deliveries & phonecalls, refusing to send deadlock letters.

      Opened a case with ombudsman now, using screenshots of refusals requested all my transcripts and proof of "orders" also

      But as far as actually receiving my order. Nothing

       

    • Goku_Saiyan's avatar
      Goku_Saiyan
      Tuning in

      How are you getting along claire? Well, guess what?

       

        

      My 360 box finally arrived today, but this is where the incompetence gets better...

      No remote was present in the box 🙄

      The space where remote should be is empty. Can't believe this issue is still not resolved