Forum Discussion

mrscsmith001's avatar
mrscsmith001
Joining in
2 years ago

Nightmare starting with Virgin how do I cancel?

I got phone calls of Virgin staff 2-3 times a day to sign up.
Now The router package has arrived but I have no socket to fit it.
Spent since 4pm on the the phone and live chat to get no where.
Two hours of my live gone.
The agent kept telling me I have to put in a password to cancel but I dont know the password
Eventually I was disconnected and refused to put through a manager.
All I am getting is horrible robot chat.
How the hell do I speak to a human to cancel?
This is no way on earth to support a customer.
I want the router sent back and my life back.
HORRIBLE HORRIBLE VIRGIN need to return to employing humans not bloddy robots

 

Cancelling
  • mrscsmith001's avatar
    mrscsmith001
    Joining in
    2 years ago

    Forgot to say the phone lines hung up on me 8 times before I went on live chat which took 50+ mins to answer.
    Seriously this is how customers are treated, I have great customer service with Sky never more than 5 mins wait to speak to a human. 

    • Kath_P's avatar
      Kath_P
      Forum Team
      2 years ago

      Hi mrscsmith001, 

      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 unable to self install your kit. If you don't have a socket there, we can arrange for an engineer to come and get things installed for you. 

      If you would prefer to cancel, you would need to speak to the pre-installs team so they can arrange the cancellation for you. You can reach them on 0800 052 1734. 

      We would need to confirm some details with you if you do want us to arrange the visit though so let us know which option you would prefer. 

      Thanks, 

  • Alby41's avatar
    Alby41
    Up to speed
    2 years ago

    It is incredulous to me to be aware that VM sent her the packaging kit to plug into a non existent socket line do VM not check a current live line  before equipment despatch   ????.. some jobsworth lackey on the go here ... would have saved all this and no doubt kept a customer for VM

    • carl_pearce's avatar
      carl_pearce
      Community elder
      2 years ago
      Alby41 wrote:

      It is incredulous to me to be aware that VM sent her the packaging kit to plug into a non existent socket line do VM not check a current live line  before equipment despatch   ????.. some jobsworth lackey on the go here ... would have saved all this and no doubt kept a customer for VM

      VM do not know if previous owners have removed the VM cabling. They only allow a self install kit to be sent if there was a previous live connection. There is no way to check if it is 'live' right now as no HUB will be connected.

      • mrscsmith001's avatar
        mrscsmith001
        Joining in
        2 years ago

        Virgin team stated the house was "live" in 2016 I moved in 2018.
        Nobody bothered to check anything about cabling.
        To be honest a lovely team turned up the day after I should have gone live and put a connection outside the house and in the living room then found out cant open cable lid in street so had to call another team.
        2 men turned up to do the cabling from the street to the house and just quietly walked away doing nothing leaving the front door open for nothing.  I had to get on the phone when the modem would not connect 3 hrs later to find out there are technical cabling issues that cant be resolved for weeks.  Virgin expected me to go without internet as they cant get their act together.  I have cancelled my contract and going to stay with Now. Can upgrade their supply to a faster speed for the same price as I pay now.