Forum Discussion

rebrobayo's avatar
rebrobayo
Tuning in
2 years ago

Why don't virgin answer my emails?

Virgin Media sent me a renewal offer for my broadband and TV package in writing. I would like to accept it and have spent 9 hours (yes, NINE) on one contact, via messenger trying to get the deal don...
absolute rubbish
awful
Customer service
rude
shocking
silent treatment
spoke 2 soon
still not processing deal
Woeful
  • Ayisha_B's avatar
    Ayisha_B
    2 years ago

    Hi rebrobayo 👋

    Welcome to our Community Forums and thanks for your post. 

    I am sorry you've not had the best experience with us. 

    Unfortunately, we are unable to assist with any package changes via the Forums so the best way forward would be to speak with the Retentions team directly on 0345 454 1111 and they will be more than happy to help.

    Let us know how you get on!

rebrobayo's avatar
rebrobayo
Tuning in
2 years ago

Absolutely useless.  I have a deal in writing, resolutions team say it will be processed by retentions team; retentions team can't process it without adding on a £25 a month sim.  I'm not going to pay an extra £300 a year for a Sim I don't want.  Best similar deal without Sim was even more expensive.  Completely ridiculous.

False advertising / false promises / completely illegal processes I think.  

Have been quite happy with VM for 4 years, you would think they would treat their customers with a bit more respect and care.  Around 15 hours wasted and no resolution.  Now I will have to go through the process with BT and Sky and do all the set up stuff again...such a hassle; and all because VM don't do what they say they will.

John_GS's avatar
John_GS
Forum Team
2 years ago

Hi rebrobayo 

Thanks for coming back to us. That would be correct about the SIM. I'll PM you now to finalise the complaint for you.

Best wishes.