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pau1200's avatar
pau1200
Dialled in
11 months ago

Lied to by renewals awful customer services

Hi,

I am having an awful experience with virgin, I had email come through saying renew my services, same channels, same speed same price which was 55 a month. Great so I renewed, well I noticed that my online account hadn’t been updated so I called and was told that for some reason it wasnt applied but not to worry they will sort it for 94 a month. I just laughed and said to cancel it to which got me put through to another team. I had to email the offer and the order confirmation and they would sort it. After a long time he said the monthly amount would be highe4 but they would put a rolling credit on the account to bring it back down to 55. They couldn’t put it writing bu5 added lots of notes on the account. So the bill comes through and guess what no credit. Back on the phone again and said I’ve had enough you are in breach of the agreement I want out penalty free. I can’t do that because you’re in contract and this is what you signed. I lost the plot a bi5 and back through to the other team and spent a couple of hours on the phone again and he assured me he will sort and put back tnt sports as per the original offer and would call me back in a week to confirm everything. He raised a complaint and credited my account the over charged amount. TNT went off after a day and no call back either. Bill has come through again wrong so back on the phone, another team and could see the issue, she said we need to rebundle the contract will be down as 121 a month but it will be discounted to 55 as it’s the right way to do it. A guaranteed call back today which never happened so I guess it’s another few hours wasted on the phone.

customer services are just lying to you, for a long time customer the way I have been treated is awful and think the only way is to cancel all services but it won’t be easy. As far as I care they are in breach of the agreement and should allow me to leave penalty free.

Has anyone else had a similar experience and can give me any advice

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  • iantos's avatar
    iantos
    On our wavelength
    9 months ago

    I had a similar experience.

    Now locked in to a contract I didn’t want, because promises didn’t materialise and the 14 day cooling off period expired.

    i lodged two complaints via website and spoke to three different customer service agents. Was also given the email address of a “Manager” and tried unsuccessfully to get a response.

    I then posted a rating on Trust Pilot and that got a response but only to contact them by the usual methods, which I had done already to no avail. One other thing they suggested was the forum, so here I am.

    All I want is for someone in authority to contact me. I have been with VM for 21 years and this is the first time I have been ignored completely.

    • Alex_RM's avatar
      Alex_RM
      Icon for Forum Team rankForum Team
      9 months ago

      Hi iantos,

      Thanks for posting, and sorry to hear there's some confusion with your account.

      I've popped you over a private message to get a few more details from you.

      Alex_Rm

  • goslow's avatar
    goslow
    Alessandro Volta
    9 months ago

    You might get some help on here from the VM forum team. They usually reply within a few days.

    If you have already complained to VM (and got nowhere) your next step would be an escalation to the ombudsman via the processes and timescales outlined below

    https://www.commsombudsman.org/our-process

  • Nezkeys79's avatar
    Nezkeys79
    Joining in
    2 months ago

    They're always telling lies with me from start to the end of the contract and even out of contract. I frequently get random phone calls from Asian ladies who claim to be from VirginMedia but they all hang up fairly quickly when I say I am not interested in the one "not a deal" deal they're offering me.

    I currently pay £48 for broadband only  @500mbps. I know this is daylight robbery based on what others have said they are getting. Someone pays half what I pay for 2.5gbps (different company). Loads of people are paying half what I am paying and get tv and phone packages as well. I'm at the end of my tether with them. This idea I had of virgun media being the best is slowly eroding 

    • Tom_W1's avatar
      Tom_W1
      Icon for Forum Team rankForum Team
      2 months ago

      Hi Nezkeys79 thanks for posting although we're sorry to hear of the concerns you've raised.

      All offers are subject to availability so can differ at various times, however our team are available directly on 150 / 0345 454 1111 and they can explore the best offers with you.

      If you need anymore support then please don't hesitate to let us know.