Forum Discussion

stillnointernet's avatar
11 months ago
Solved

no response from Virgin support after contacting 4 times

Despite contacting Virgin media 4 times since December 2023 because I don't have internet installed, I am still to receive a call back & today is Friday 22nd March 2024!

I found the offer on moneysavingexpert.com and signed up for Virgin's broadband deal which said my property was eligible for Virgin. At that point I didn't know that Virgin's broadband setup was different from all the other providers I've used so far and it necessitated a specific socket for the cable. I cannot find such a socket in the property & Virgin online support couldn't help. My 4 requests for a call back haven't happened so I've had np broadband in the property since Dec23.

I've had no response from Virgin Media, any advice?

 

  • Client62's avatar
    Client62
    Alessandro Volta

    For VM the only property coverage checker that matters is this:
    https://www.virginmedia.com/broadband/postcode-checker

    Have you tried a call to the Pre-installation and delivery team on 0800 052 1734,
    these are the folks that take care of the installation stage of a new service.

    Ask if there is an open order for a new service at your property.



  • Many thanks for the replies, because Virgin hasn't contacted me I no longer want their service -which I don't have anyway! I think there's an issue with their support, and also nobody appears to do anything about feedback.

    As for verifying Virgin Media suitability- yes, before signing up it was confirmed that my postcode/ property number is eligible. Also, it said an engineer wasn't required & I was applicable for a self installation kit. I cannot find a Virgin Media socket anywhere in the property.

    So far I've tried the online support which wasn't able to help & didn't arrange a call back I requested. I've filled in a feedback form asking for a call back, and sent 2 emails. There has been no call back.

    I'm on the spectrum so asynchronous/ scheduled communication is easier. I have requested a call back 4 times.

    I wish I had never signed up.

     

     

     

     

    • stillnointernet's avatar
      stillnointernet
      Tuning in

      There has been no telephonic communication to/from Virgin Media (see previous posts). There have however been 4 requests: 2 via email, 1 via feedback form, and 1 via online support... resulting in nothing from Virgin Media, no call back, and, still no internet.

       

       

      • Zach_R's avatar
        Zach_R
        Forum Team

        Hi stillnointernet,

        Thank you for your posts and welcome to our community forums. We're here to help.

        I'm very sorry to hear of your experience regarding sign up and that you've not received any contact that you've requested. I'm going to send you a private message in a few moments so we can take some details and have a closer look at things. Please respond to this when you can and we'll go from there.

        Thanks,
         

  • Thank you for replying Zach. Have sent you more info. I hope this nightmare will be over soon!

  • so over a week after my first post here (and 4 months since signing up) I still do not have broadband and this has still not been resolved... so I went back to the moneysavingexpert site where I first saw the deal & there is info on contacting Ofcom to complain and also there's info on compensation.

     

  • This still hasn't been resolved and now I have debt collectors chasing for payment for a service that I have never received.

    Complaining to Ofcom & Martin Lewis.

    I can't take any more of this

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team

      Hi stillnointernet, we're sorry to hear this and that you feel this way.

      I can see a private message was sent to you most recently on 6 May.

      Please respond to that at your earliest convenience and we'll do our very best to help you.

      Regards,
      Daniel

      • stillnointernet's avatar
        stillnointernet
        Tuning in
        As said previously, I have not had any internet since December 2023.
         
        As I said previously, I have no received ANY service from Virgin Media.
         
        As I have said previously,  I want the account CLOSED.
         
        As I have said previously, I want the billing stopped and cleared because i won’t pay for something I have NOT received.
         
        As I have said previously, you need to stop the billing and you need to stop as collection attempt.
         
        As I said previously, I do NOT want anything to do with Virgin Media.
         
        Is that clear? What needs to happen for you to understand, and understand now?
         
        Stop the account, stop the billing, stop the collections. 
    • goslow's avatar
      goslow
      Alessandro Volta

      When you sign up for VM, VM checks to see if there has been a connection at the address before. If there has been, VM sends you the 'Quick Start' equipment for you to plug in yourself.

      VM does not know if the cable at the address is working or not, just that there has been a past connection.

      Once VM sends out the equipment, VM deems the service to have been 'activated' and starts charging you from a few days after delivery. If VM has started charging you, and you have not paid, that is why you are being contacted by debt collectors. All of these processes are automated and any human intervention in the process is simply not there.

      If you have found there was no cable, you need to request a technician visit to install the cable by calling the pre-installation and delivery team on 0800 052 1734.

      If you run into a problem with a 'Quick Start' installation VM classes this as a fault. Once you have notified them of the issue by phoning them, you should become eligible for compensation as if you had a fault as per

      https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

      the day rate for the last financial year was £9.33 per day.

      If you told VM you wanted to cancel within 14 days of receiving your equipment (by phoning in, post or returning the cancellation form which came with the equipment) you should have been able to leave without penalty.

      If you have told VM you have additional communication needs, which makes phoning difficult, VM should make reasonable adjustments for you.

      Sounds like this has all escalated into something of an admin muddle and I doubt the regular support channels of VM will be able to sort it out. You may have more luck with the VM forum team on here.

      I would also imagine that VM could well have logged credit defaults against you if they have passed on the perceived debt to a debt collection agency. You may want to check your credit record to see if this has happened.

      Keep some very detailed records (including dates, times and evidence) of when all of these things happened as you may well need this going forward.

      Would suggest that you follow up a PM with the VM forum team person on here to try to resolve this.

      • stillnointernet's avatar
        stillnointernet
        Tuning in

        thank you goslow, things have escalated to being harassed by debt collectors. The One Show are interested in customer issues with Virgin media O2