Forum Discussion

prompty's avatar
prompty
Joining in
2 months ago

Nightmare customer service and support tech

Signed up a couple of years ago,but cancelled at the last minute because of their phone and online service.

Well,,, I started service yesterday,and I am regretting it already.

I should have gone with their poor customer reviews .

Had dozens of emails from them which I can't stop.

One says we have broadband and disney,,,I don't want disney !

The projected bills are way more than they said and I can't work out why.

Sometimes I can't log in, it says the passwords don't match,but they do,other people have

checked,and say that's impossible,,,,not with VM it isn't

When I rang the automated system went on for ever,then when connecting to someone it hung up

Eventually after many hours I spoke to someone,who asked for a memorable word.

What memorable word !

Same on webchat.

So they are going to post me my memorable word,,,,I can't wait to find out what it is.

I have had their appalling service for,,,,,,,,,,,about 20 hours!

Absolute nightmare,,,,does Mr Branson have any idea what a complete shambles VM is?

My fault,you only have to look at the customer service reviews

  • The safest way to cancel is by recorded delivery post to

    CANCELLATION:

    Virgin Media,

    Sunderland,

    SR43 4AA

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    You should have read those reviews first! 

    Mr Branson has nothing to do with this US owned company, apart from receiving payment for use of his Virgin brand. 

    • prompty's avatar
      prompty
      Joining in

      You couldn't make this company up.

      Just hoping I can find out what this memorable word they've given me is within 14 days, then I can cancel !

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    The safest way to cancel is by recorded delivery post to

    CANCELLATION:

    Virgin Media,

    Sunderland,

    SR43 4AA

  • Had the exact same problems from day one and now 2½ past renewal. Prices double every year and service gets no better. Just renewed but they won't send new equipment, or remove phone line. Or let me have a volts deal because I'm not a new customer. Said I had to upgrade to 1gig speed to get new hub. App use has only let me in when it feels like it. Wifi went out completely at 12.30am christmas morning, and I couldn't get fixed til 9pm boxing day using a ps4 connected by LAN cable. Ive spent around 8 hours trying to speak to customer service on webchat. Ive gone with sky, and cancelling everything with virgin. Double data on my o2 account does not equal the cost of stay with virgin

    • Gareth_L's avatar
      Gareth_L
      Forum Team

      Hello KatieSays.

      I did send you a private message on your other post here

      If you can please reply that would be great as I do want to help get this resolved.

      Gareth_L