Forum Discussion

reeygeezer's avatar
reeygeezer
Tuning in
7 months ago

Terrible customer service. I'm so fed up.

So, I've been with NTL now Virgin media for over 20 years. Every time my contract is up I have to battle to get a reasonable deal. As my current contract was expiring, I didn't have time for the drawn out phone call and renewed online. What a mistake. I received my next bill at £85 instead of the agreed £76. The biggest insult was that my account now showed as out of contract, but that I could renew for £68.95. So the long drawn out phone call had to be made. Apparantly I was in contract at £76 and after half an hour of trying to explain the situation and my frustration of being ripped off I was transferred to complaints. They managed to get the bill down to £70. Great I thought. I was told that my services remaind the same but the name changed from Maxit to Mega TV. Nope, TNT sports has now gone. Further negotiation, I could pay £18 extra for that, so my bill has gone from £76 to £70 to £88. Told them I'm done and dropped it to £10 extra. However my Dec bill will be £92 and then £80 a month. At this point I've had enough. Truly poor experience. Does anyone know who I can contact to try and get this sorted. If not, which other company do you recommend.

6 Replies

Sort By
  • Lee_R's avatar
    Lee_R
    Icon for Forum Team rankForum Team
    7 months ago

    Hi reeygeezer thanks for posting and welcome back to our community.

    Sorry to hear of your difficulties surrounding your renewal and billing. And sorry for any inconvenience this may be causing. I'd like to take a look on your behalf.  I'm going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

    Regards

    Lee_R

  • archercj's avatar
    archercj
    Fibre optic
    7 months ago

    Sadly your experience is very common. I had a very similar experience to you last time I renewed and reckon spent 28 hours in total (I logged it all) resolving it. This included having to have an engineer sent out because they excommunicated my 2nd box and couldnt reinitialise it.

    This time around I now have other true fibre suppliers so I will jump ship in January when my contract is up for renewal simply because of the appaling customer service. Shame really because a) I wont be leaving for any financial gain, b) not sure i will get any better actual tv/broadband service and c) the wife likes the TV interface :-).

    But I wont be lied to again or go through the haggling process that seems to be the norm.

    • Lee_R's avatar
      Lee_R
      Icon for Forum Team rankForum Team
      7 months ago

      Hi archercj thanks for posting and welcome back to our community.

      Sorry to hear you're unhappy with the customer service you've received when previously renewing your deals.  If you wish us to look on your behalf, please do reach out to us.

      Regards

      Lee_R

      • archercj's avatar
        archercj
        Fibre optic
        7 months ago

        Thanks Lee. if I am being honest you guys on here of always been helpful.

        The issue is the process of your contract renewal. What normally happens is you get your renewal quote and it is at least 50% higher. So you get in touch and the dice is rolled. You may get someone who says 'fine, goodbye, I will pass you to retentions' or you might be unlucky and get someone who says 'I will pass you through to my supervisor'. You then get a revised quote which is only a few quid more and when you ask 'is this like for like' they say yes and invariaby it isnt. you lose channels, netflix and even the extra box' and it takes weeks to rectify. Oh I have full screen shots of all this by the way 🙂

        Once you finally get through to a UK based CS member it all changes and you can get things sorted.

        Tip for anyone going through contract renewal: use the WhatsApp route - you then have everything audited.