Forum Discussion

Susieb77's avatar
Susieb77
Settling in
3 days ago

Appaling customer service

I changed a move date. Have confirmation that my stop of services and installation had both been changed.

My services have been off for 48 hours.

I spent 5.5 hours on the website chat yesterday and telephone trying to sort it.

Was promised a call to advise that it was fixed. Im still waiting. 

They also marked my complaint as resolved. It isnt.

Its an absolute appaling service. And you cant speak to a human being in the complaints department.  Its a mickey mouse call centre when they pass you between departments where you have to repeat yourself constantly. 

I am absolutely fuming with the service.

Virgin media- if you are reading this. I want a deadlock letter so I can raise with the communication ombudsman. 

 

6 Replies

  • Susieb77's avatar
    Susieb77
    Settling in
    2 days ago

    I changed my moving date and virgin media switched off my services on my current address despite confirmation that both dates would change.

    They then continued to blame me, saying I'd requested the date and the change of date only applies to the installation date even though my confirmation of date of both the change of stop of services and new installation  was confirmed in a message. 

    After 5.5 hours between web chat and phone calls I was advised that I would have my services reconnected as a priority and keep my installation date.

    I have now been waiting 56 hours and I still have no services. Changes between 2 codes.  Done all of the trouble shooting. 

    2 of us have lost a full days pay due to no Internet.  And now chargeable for mobile data.

    They closed my complaint as resolved without checking with me. Its not resolved. I was supposed to have a call back to tell me the issue was resolved. I haven't. 

    Having been a virgin media customer for 20 years, this is by far the worse customer service I have experienced. 

    I want a phone call direct from head office - not from a supervisor in a call centre

     

    • RetiredATCO's avatar
      RetiredATCO
      Up to speed
      2 days ago

      Duplicate, you already have a topic on this here

      https://community.virginmedia.com/discussions/Setup/appaling-customer-service/5646840

    • carl_pearce's avatar
      carl_pearce
      Superstar
      2 days ago

      That's because this is a community forum, not a direct line to VM customer services.

      It can take a few hours to a few days for a reply on here.

      • -tony-'s avatar
        -tony-
        Alessandro Volta
        2 days ago

        vm policy is or used to be that they do not reply to posts until they are at least 48 hours old - they will move them or edit them if required but ignore them for any other reason 

        what you have so far is the level of CS VM has spent years getting to - rubbish and cheap - no one will call you - tou will be costantly lied to - 20 years a customer is meaningless - someone who joins today will get a better deal than you

        accept it or leave

  • Alby41's avatar
    Alby41
    Superfast
    2 days ago

    Vm could not care less .. leave as soon as you can .. in fact pay to leave .. they have trained CS agents trained to misinform, lie and confuse to gain value and money for the business .. it is so sad actually as they were excellent ..alas not no more .. Personally I was shafted by them and I cannot wait to go with my feet on the starting blocks the pistol at the ready .. what a shower