Forum Discussion

gavBroadband's avatar
gavBroadband
Joining in
4 months ago

Awful Customer Joining Experience

I've now been trying to join virgin media for nearly two months. First, they refused to recognise that my property exists. I called the customer service line which was less than useless, in fact I was actively lied to and redirected. I was told that it would take anywhere from 6 months to 4 years to receive service at the address (despite a live connection already being used previously at the address and by other tenants in the same building). On the whole this was a hugely negative experience.

I was then contacted by a customer service rep, who to their credit, actually solved this issue. An account was created and I was told an installation date would be set within either 5-6 days or two weeks. An installation date was set for two weeks later on October the 12th. This already was not ideal due to the aforementioned wait but I was happy to have the situation resolved. 

Then it appeared that somehow the address had actually been set incorrectly to Flat 5 rather then Flat F (despite this being clarified numerous times over the phone). This issue was thankfully resolved, however Virgin has now used this as an excuse to further push back the engineer's visit to October 23rd.

This whole process has felt utterly absurd. All I needed was a little bit of admin to get a new address recognised and to book an engineers visit, this has somehow resulted in a nearly six week saga and caused me to incur significant additional costs in getting temporary internet connectivity via mobile tethering. I feel utterly disrespected as a customer before I've even been able to get a live connection. In fact the only reason I'm still pursuing virgin at all is because I have no viable alternatives.

Has anyone else been through a similar experience with joining?

  • Hi gavBroadband 👋.

    Thanks for reaching out to us, apologies for the experience that you have had with us, we assure you this is not the type of service we aim to provide. When it comes to new installations and addresses that share the same number but have alternative flats under that address, we can acknowledge that services may have been under that address but may not specifically been under the apartment, if there has been recent renovations or new additions that extend the property and registering that address there can be a time period where all services with address finders are updated and we can struggle to confirm any addresses. 

    Since we have now recognised your address and have an installation date, there may be additional works required to complete the service connection from the cabinet to the premise, for this we do apologise if the time frame is lengthy as we may need the assistance of a third party company and will be requiring further permits from your local council borough as well as the availability of any third parties needed.

    I hope this clears up some of the issues, should you have any further questions please do let us know.

    Sabrina