Forum Discussion

aaaggghhh's avatar
aaaggghhh
Joining in
2 months ago

Package upgrade - contract unmet : VirginPurgin

INTRODUCTION - Long term virgin account holder considering move in January.  Decision to stay with 18mth contract, when Virgin agreed to meet needs. 

Needs to be met- improved Broadband speed & Connection to all points in home priority.  Individual TV & package capability to 3 rooms.

Additional promise - Maintain current subscriptions & more. 1 new hub, 2 new TV boxes, 3 new pods.  Engineer service to ensure up and running, and enable new position in home.

ISSUES

Broadband - SPLITTING OF CABLE FOR NEW BOXES IDENTIFIED AS ISSUE. Cut one of my arials to insert virgin cable.

TV - OPPOSING ADVICE GIVEN RE EXTRA VIRGIN BOXES OR STREAMING BOXES, best for our home requirements

CURRENT STATUS - Paying more - Less broadband connectivity & Less TV capability - 1 hub, 2 boxes, 1 pod recieved - 0 working to expected contract agreement

2 visits by engineers, without full brief of job disconnect of information between call center & front line work (nil change over my subscription years)

Time - Countless attempted contacts by phone & messages, with poor continuity & customer impact.   Eg engineers do not carry pods, you can only order one, and whilst that is on order you cannot request another task that is unrelated.  ONE TASK RULE ... WHY????

'WHAT WOULD WORK BEST FOR THIS CISTOMER' ?  Approach, rather than a system that is forced into task, regardless of how pleasant they are ...WHY NOT????

OPTIONS

a) Order another pod b) Log another engineer job c) Join Virgin community for experienced help, with hope of intervention by virgin.

VirginPurgin

Package upgrade - contract unmet

AAARRRGGG....

Work of Fiction
  • Gareth_L's avatar
    Gareth_L
    Forum Team
    2 months ago

    Hello there.

    Thanks for your first post and welcome to our community.

    I'm sorry you've had to reach out to us here to get support for the above issues.

    I'd like to investigate this for you.
    If you don't mind, I'll need to send you a private message to pass security. 
    If you can check the envelope at the top right of your screen that would be great. 
    Gareth_L