So Many Problems - Wrong Name. Wrong Texts

I dont know what happened with this move to combine VM and O2 into a single signon. but someones got something wrong somewhere. 

I have been with VM since 2017

Starting around the last week in august I first off recieved a phone call asking for someone i didnt recognise. 

The number came up on my phone as Virgin O2 and it looks like the right number but they didnt ask for me. 

then on the 28th i got a text message for Nasifah asking if id like a broadband boost. 

My names not nasifah

Then i got a text saturday to thank me for calling about moving home. 
I am not moving home and haven't been in touch at all. 

I then spent about 30 mins trying to work out if it was an ad blocker or a problem on the website with the live chat not working on any pages. it was a website problem as it worked later on.

I finally decided to call and after about 15 mins of trying to figure out how to get past the IVR system which is really in a very bad state also,  I spent a long time speaking to a couple of very polite staff members that could barely understand me to try and get the bottom of whats happening and why am I now paying £99 a month for a service that new customers get for £33.

at the end of it all im happy that the first lady i spoke with got the details of the mess up with the texts. im not happy it took about 40 mins from start to finish 

ill be leaving VM as soon as possible to go elsewhere. 

reasons i might have stayed. 

Your support channels should offer support not frustration. 

Your live chat was down and its almost impossible to find the phone number on your website. thank god for googles AI suggestions giving that out. 

your voice recognition based IVR system is a mess. it either doesn't understand what i say or it gives options that i didn't ask for about things i don't care about. 

And also please thank the IVR for telling me that you are moving the home phone lines to digital and that the personal alarm systems for people will need to be notified as they wont work. i say thank you as you told me that 3 times while i repeated the words "potential fraud" or "Agent" over and over again.

I get that you need to do cost saving exercises but overseas call centers were never a good idea. they still arent now. including having to explain that myname@mybusiness.co.uk doesnt then have @gmail.com on the end. not sure why the lady wanted to add @gmail.com.... she seemed to really want to. 

Your staff couldn't see my email on my account. no idea why. i can see it...

and at the end of that im going leave anyway as your "default" tariff for out of contract users is a ripoff and you should be ashamed of yourselves. 
"well we feel its your responsibility to monitor yada yada" yeah fair enough. 

i had a contract at 60 ish a month. your default tariff bumps that up to £99 a month. 

new users get the same deal at £33 a month. 

nasty business practice that does nothing but drive away your loyal customers.  

and the only reason i called you, as i would have preferred to use either live chat or not speak to anyone at all is down to your website not working properly any more. the change my package states

"Looking to change your home phone deal?

We're sprucing up this part of the website at the moment, but we'll have it back running as soon as possible. In the meantime, chat to us online and we'll be able to help you out."

 Your merger completed in 2021. how long do you realistically need to sort the website out? 

And before any other replies to that. the same message has been on there for at least  2 months. 

and you cant chat online as the live chat was down. 

If my clients had the downtime you have on your site for various services they wouldn't be my clients any more. its somehow accepted these days for massive multinationals to have totally useless services. which im sure you paid millions for. Great investment. 

Your sincerely

Virgin Media Customer 2017 - 2025. 

PS your website is loading apollodev errors with links in dev console. that should be turned off on production. 

PPS you also have an uncaught react error on lines 131 and 132 of react-dom.production.min.js