Forum Discussion

swfcforever83's avatar
swfcforever83
Joining in
2 months ago

Just nothing but problems

Hi all,

Sorry if it's not right section, but I have more than one problem.  I literally joined in January, and wish I hadn't.  My online profile doesn't work properly, so my virgin app is useless.   Apparently I have no engineer visit planned, even though it should be today.   I have saved the chat history as I don't want to get charged again.  Everything I click on just says "chat to us", I've googled it and done everything they suggested but it's still not working properly.  Even on the PC it's doing the same.  I just got told virgin were down but this has been ongoing since I joined.  I can't use WhatsApp, as I've messaged 3 times and got no response.

I can't view subscriptions on the stream box, just gives an error, but that has only just started doing that,  I could view that before.  It says on the app that they can't connect to my tv package, but then shows as no faults....I am just so confused with my account 

I have made a manual payment on 4th of March 2025 (instead of the Direct Debit taking the payment), but still showing on my app as unpaid.  I received a reminder to pay but again, I saved chat history confirming I have made this payment.  

To top it off, the bloke that "sold" me Virgin, has left me with 2 contracts, as he promised me could get me out of my BT contract for free, and is now avoiding me.  I did complain and got 50 credit, as they tried charging me 25 pound for changing an appointment with engineer (which I did not), but I'm just at  loss with it all, and I really wish I didn't join.  Even registering on this website has took ages to do because of the constant errors I kept going.

3 Replies

Sort By
  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    2 months ago

    Hello swfcforever83

     

    We're sorry to hear of the issues experienced since joining in January, we can understand the frustration and appreciate you taking the time to raise this via the forums.

     

    There is a lot to unpack from your post, firstly, can you elaborate on what the actual issue is you're experiencing with your online account? What was the engineer booking for? 

     

    How and when did you make the payment? Payments made don't alter the balance on the bill as this is produced and doesn't update when payments are made. In regards to the contract with BT, how did you sign up to ourselves? Was it via a call, web chat or door step agent? Do you have any documentation that this was agreed at all from the agent?

  • swfcforever83's avatar
    swfcforever83
    Joining in
    2 months ago

    Yeah sorry total long post had multiple of problems.

    Engineer has been put twice for TV box as picture quality is not great so last one gave us a WiFi booster so it's not perfect but less pixelated. Just can't view subscriptions on the box just throws up an TS error code.

    Engineer was supposed to come yesterday never showed up. Looked on account but states wasn't an appointment booked, even though I've saved chat transcript stating it was booked. 

    The payment issue looks like its just sorted itself out as payment now showing on the account. I was angry thst I was getting told constantly to pay it when I had already paid it. 

    Agent via door visit. He's coming today to help but I'm not counting my blessings. 

    The online account whenever I click on anything (apart from billing) just takes me to chat to us now page. 

     

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      2 months ago

      Thanks for the update on this, to look into this further we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
       

      Thanks.
       

      Sabrina