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Mnovels's avatar
Mnovels
Joining in
3 days ago

Virgin Media experience

Hello

I have recently gone through the process of swapping my phone, broadband, landline and SKY package by buying the VOLT package from Virgin Media.

Although I did this through a phone call with the sales department in late March and was assured that the process would be seamless something went wrong on their system and it was a disaster.

It appears that although I received the confirmation email and got the O2 SIM card through the post, the order was never processed at their end.

I was expecting the installation on 1st May as per the email but nothing happened apart from connecting to the full fibre cable.

When I called Virgin Support I spent an hour plus on the phone where it was confirmed that my order was not on the system and had to be re-entered.

That was frustrating enough as the installation of equipment was pushed back. I knew my SKY subscription would end on 2nd May but their agent said they would deal with that directly with SKY.

This morning my SKY no longer works.

I am not impressed at all with Virgin Media and very frustrated by their lack of professionalism.

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

    Hi Mnovels, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear your installation hasn't been as smooth sailing as we'd like. This is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security. Just to set expectations, whilst we won't be able to do anything to expedite things, we can ensure a complaint a raised with the relevant teams and provide an update. 

    I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

    Many thanks,