Poor Customer Services
Where do I start. New customer of 2 weeks. My bill breakdown states two monthly payments plus £65 setup fee due on 01/02/24. Fair enough. Problems started when I added sky sports and cinema with has ...
Forum Discussion
Hi Robert70 👋 welcome to the community! Thank you for posting!
So sorry to hear about these issues with your billing, package and TV services, along with your experience getting support to resolve these!
As a new customer, you should receive your first bill once the services are active and installed, which will outline a breakdown of any installation and activation fees, along with service charges and any credits. You can read a bit more about bill breakdowns and in particular first bills here 👉 My First Virgin Media Bill . If it's the case that you are a new customer but you have not yet received your first bill, once this has arrived you will be able to see the full cost breakdowns. You will receive the bill ahead of any payment being taken! Sincerest apologies for any miscommunication regarding this. Once you have a copy of the first bill, if there are any issues with the charges showing please do let us know so we can offer further support.
If there is an issue with the billing which is linked to the fault you are currently experiencing with your TV service, we will need to ensure this is resolved (which should in turn resolve any billing issue). It looks as though you have been back in touch with us by phone since posting and that your case is with the second line fault management service who support with these cases. Hopefully this means it is on the way to being resolved! 🤞 Please do return to this thread and provide an update if you are still needing support following hearing back from them regarding the fault.
We will then do our best to re-raise this internally and offer further support if needed! Thank you for your patience in the meantime. Wishing you all the best! 🌞
I have spoken to so many different teams with nobody taking ownership. Customer Care ticket is still with Second line who will ring me when resolved. Its already been two weeks. Complaints responded saying contact the technical team and they have escalated it with them. Someone from Billings and another from Care said they would make a courtesy call but nobody did. As an IT Support Officer myself, tickets would never be outstanding for 2 weeks, without keeping the customer updated or escalating to a 3rd line team.
my tickets keep getting merged / deleted as completed. Even my complaint has been split into 2. As you said, no ownership. I am talking to probably the 10th separate person for this. Its a clear huge system fault that seems to not link stream with accounts that no one can/will fix.
