Forum Discussion

Akaossin's avatar
Akaossin
On our wavelength
10 hours ago

Lack of service and communication.

So, for a few years I've had this issue where my connection will drop out entirely. Out of nowhere.

 

I've now had 8 engineer visits, the hub replaced twice, the cables leading from the back of my PC all the way to the box outside replaced, parts of it twice. Ethernet cable replaced twice, the second being an upgrade to the quality, despite knowing it wasn't the issue. Splitter outside the building rewired and then replaced.

The issue yet persists.

I try to cancel my contract, but I'm told I would get fees if I did so, because you haven't "exhausted options" yet when I ask what options there are, they simply send out yet another engineer. I'm on first name basis with a few of them. The last guy came and said "I can run the basic tests but there is nothing at this property we can fix anymore." They all agree the issue is not here.

Yet customer services will not listen nor acknowledge this.

Instead I get a tutorial on how to restart my router! Fabulous. Or how to make sure the wifi connectivity isn't the issue, despite repeating MULTIPLE TIMES that I am connected via ETHERNET CABLE.

I have spent time and my own money, cancelled plans and rearranged work obligations to try to get this resolved, and yet I find myself in the same position I was before; an issue with no solution and denial for my cancellation with no explanation.

What the hell am I meant to do? Why won't you cancel the contract without trying to squeeze more money out of me for a terrible customer service experience and absolutely abysmal internet service?

4 Replies

  • Akaossin's avatar
    Akaossin
    On our wavelength

    It gets even better.

    Regarding the complaint, with a view to raise, this is going to be in action shortly. I'm absolutely disgusted.

     

    So it turns out someone attached the "Homeworks" to my bundle without my permission or knowledge, which is active and wilful fraud. Not only that, but I have no received the service this "Homeworks" is meant to provide; ie priority tech support. Instead, I have to tolerate the absolute unintelligent AI slop, followed by poor customer service agents that have to follow a script that doesn't even apply to my situation.

    Now, I've been in touch with Virgin yet again, and even after 8 visits, they apparently STILL need to "exhaust solutions". The engineer said nothing could be done, I don't know what miracle they're going to pull out of their posterior, but it should be entertaining.

    I'm also looking into legal action, as it's in violation of the terms of service. IE a lack of service and an ignorance of the actual issue.

  • markbivvy's avatar
    markbivvy
    On our wavelength

    just to say keep copy,s of  all emails, and ticket number issued by them,i have,going back to when the problems started.

     24 years we have been with vm and was lied to no end of times with promises of a fix.

  • markbivvy's avatar
    markbivvy
    On our wavelength

    Same here had no end of vm tec problems and a vast run around from the accounts department when we wanted to cancel our contract.

    Just waiting for plus net today to start there install.

  • Raise a formal written complaint with a view to escalating to the Ombudsman.