Forum Discussion

Beckers16's avatar
Beckers16
Tuning in
2 years ago

Re: Very Poor Customer Service

How can virgin media make 2 major mistakes on my account and the only way to sort the problem is to say sorry human error which resulted in me not having a land line for 12 days until engineer came after pushing for service to call office to be told human error was disconnected when said wanted to cancel service should have had 30 days service

Then they cut my wife’s email off after telling had service till 28 Dec when got agent told on Thursday would reconnect as stoped in error

Today no service agent/ manager saying can’t do anything as disconnected what service is this so now going to let as many sources know don’t trust anything anyone says at virgin

  • Ashleigh_C's avatar
    Ashleigh_C
    Forum Team
    2 years ago

    Hi there Beckers16 

    Thank you so much for your post and welcome to the community forums, it's great to have you here. 

    I am so sorry to hear that you have had a poor experience with us, we have split this post to be its own thread so that we can concentrate on helping here without any confusion on the other thread. 

    Can I just check what has happened? Has your account been disconnected early today? 

    • Beckers16's avatar
      Beckers16
      Tuning in
      2 years ago

      Yes we were told account access for emails would end on 28 dec but for some reason my wife’s email was closed out of emails we had

      why no idea and we did not ask for it to be closed early

      we said we wanted to end contract 28 Oct but we’re assured would have 90 days before loose emails

      as this is second thing to go wrong since giving notice sure you can understand why I am so so upset

      • Ashleigh_C's avatar
        Ashleigh_C
        Forum Team
        2 years ago

        I'm very sorry to hear that Beckers16 and thank you for clarifying. 

        Are you services still up and running or have they been cancelled prematurely? 

        What happens when your wife tries to access her email? Does she get an error message at all?

  • goslow's avatar
    goslow
    Alessandro Volta
    2 years ago

    Yours is the 15th topic, in recent times, that I have noted on here where the customer has had services instantly disconnected (often the landline) when the customer has put in 30 days notice to cancel.

    You are entitled to have all services working fully during your 30 day notice period so you should be due compensation as per

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

    Perhaps VM should start investigating how/why these instant disconnections are happening so often just recently?

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

     the thread title is misleading, it is a disaster. I have been with VM since the very geginning and I have never seen VM so dismal and a totoal disaster.  There is no contact numbers, and those I have found are dead lines.  Your staff are ***** and you love to play with the censror buttons. I wonder if your boss knows what you are doing in his name. AND you are guilty of FRAUD. MY contract is for £107 and you are charging me £133, but not for much longer ..........................

    • Ayisha_B's avatar
      Ayisha_B
      Forum Team
      2 years ago

      Hi elbmek 👋

      Welcome back to our Community Forums and thanks for your post. 

      I am sorry to hear you've not had the best experience with us. It is not the level of service we aim to provide. 

      All of our contact methods can be found here should you need them.

      In regards to the issue with your package costs, I will pop you a PM 📩 to assist further. 

      Thanks

       

    • gadz's avatar
      gadz
      On our wavelength
      2 years ago

      My account reached £112 per month for phone, internet and TV. My son spotted that it was going up by amounts every two months without me knowing. I was flabbergasted when others with similar services were only paying £35 or thereabouts. I call that robbery. We also had a scammer who got into our Virgin emails at the Virgin site and was sending emails from us asking for money. One of them paid out £700. I cannot get into the email Virgin site now to hide our personal contacts emails. The ones you ring up said it was sorted and then you find out it wasn't. I know it is not their fault but it was very hard to understand their accents. One doesn't know who they are so they get away with shabby service.

  • gadz's avatar
    gadz
    On our wavelength
    2 years ago

    I don't think it is the advisers fault on here as they are just doing a job but I have been through hell with Virgin. Mainly because of them putting up my payments every two months without me know reaching £112 per month. We have been scammed as well and when reported they said they were keeping their eye on it but nothing in fact happened. We are still getting emails with people asking about the request for money but these are people who know us personally. There is evidence that the scam continues but I cannot get into the Virgin site to sort it.

    • Ilyas_Y's avatar
      Ilyas_Y
      Forum Team
      2 years ago

      Hey gadz 👋🏼 Thanks for reaching out to us on the Virgin Media forums. 

      I'm sorry to hear about the issues in relation to the package price that you're querying about.
      All new sales for our customers receive a new customer discount, which everyone gets.

      I understand after that you may want renewal offers which are similar, have a look on here to see what you can get.
      Let us know how you get along.

      Kind regards,
      Ilyas.

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

    I am not allowed by decency laws by saying what I think but virgin are thieves