Forum Discussion

Lee4432's avatar
Lee4432
Settling in
4 days ago

Priority registration has old email, despite virgin having current email. Service Cancellation woes.

Well this is an unnecessary nightmare.

I have downloaded the priority app prompted by one of the kids in the hope of maybe getting a discount on cinema tickets. 

It seems on registering that my Virgin account has for reasons unknown an old email address I haven't used for years. Yet 18 months ago virgin emailed me to the correct current email address when renewing my contract which incidentally has now lapsed.

I try the bots, no joy, get put through to a WhatsApp message and literally go around in a data protection loop on three occasions with different customer service agents. I suspect who keep transferring the "chat" because it's too hard and ruining their resolution stats. 2 hours on the chat and back to square one.

At this point as events have unfolded and having had my attention drawn to my contract, I note this month's broadband Internet only subscription has now doubled. So rightly I'm back in the market for a good contract with a service provider, and a quality service. Of late our speeds have dropped massively,  and we have had no less than three lengthy network failures external to our address in the last 6 weeks so service is hardly glowing here. I appreciate one swallow doesn't make a summer but there is a trend now emerging and it's not good.

I call the disconnections team, ask to be disconnected completely, give them the full details and they say they are the retentions team and will put me through to a technical team, but if I get cut off they will call back. I get put through and given we have spent so long trying to resolve this the technical team line is closed. 

I call the virgin media number again, navigate all the menus, 1,4,4... and the office is closed. No call back as promised. 

Is it too much to ask for a human to speak to to be able to cancel my account after the poor service? I'm more than happy to share screen recordings of the WhatsApp debacle and call logs of the time spent on this. 

So far the chance of a cheap cinema ticket has cost me hours of wasted time. False promises and being batted to the next customer services agent. I can't understand for the life of me why an old email address has been applied yet 18 months ago my contract was emailed to the correct email address. I can't reset anything online as the email is long since defunct.

Short of cancelling a direct debit and waiting for the argument that may follow how does a person resolve this? 

4 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    3 days ago

    You will still be in Contract btw, it just changes from 18, now 24!, to a 30 day rolling.  So, you will have to give 30 days notice and there will be a final bill to settle.   

    The easiest way to cancel is using old fashioned snail mail.   You can send your cancellation by post to:   Virgin Media, Sunderland, SR43 4AA    Use Recorded and Signed For service and include all details of your Contract, Address, Contact details etc.

    I've used this method for leaving twice and never had any issues.

    A point of note however, if you have a mailbox from NTL/BY/VM this will be deleted after 90 days of leaving, so be aware.

  • Akua_A's avatar
    Akua_A
    Icon for Forum Team rankForum Team
    3 days ago

    Hi Lee4432 

    Welcome to our forums, and sorry to hear you have been having issues since signing up for the priority app and when trying to contact our team. We can understand the frustration caused, and we want to do our best to address all the issues raised. To best look into this, we are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

    Thanks,

  • Lee4432's avatar
    Lee4432
    Settling in
    3 days ago

    By way of feedback for anyone following, efforts today have failed to have my "my virgin" email changed. Everyone trying to help today at least seemed genuinely invested in progressing it unlike the whatsapp team yesterday and failed return calls.

    The retentions team are trying their best to retain me, the accounts team have had to elevate the matter to a technical team who call sometime in the next 5 working days. Meanwhile I have browsed alternative service providers as we are now easily 8 hours in to what should be a very simple fix, but isn't. In the stroke of a mouse button it could all be over, confidence is currently low as I've just been made aware by retentions that I've been spanked for another month of full fat charge out of contract despite them flouncing about for the last three days... no doubt wanting me to commit, why would anyone commit to a broken setup is beyond me, as for any chance of cinema discounted tickets...lad has gone and paid full price.

    With a holiday imminent I've let it be, once holiday is over a decision will be made. 

     Virgin as a brand seem to have screwed this up and I note I'm not alone in issues with migration / merger with the O2 Priority app / access. As a previously apathetic customer I'm now somewhat vexed and have a vision of Virgin in the same box as my last service provider when they also couldn't get the basics right.

    • Akua_A's avatar
      Akua_A
      Icon for Forum Team rankForum Team
      2 days ago

      Hi Lee4432, thank you for your feedback. We truly apologise on behalf of our team and we will pass this on to the relevant team for future improvement. We have sent you another message regarding this. Please send us a response when you can.