20 years of being a customer, 3 hours of webchat, I’m outta here

[Monaghan177]

Today I wasted 3 hours of my life I won’t get back. I rang up last week to try and sort my contract out but I ended up with a migraine, I suffer chronic daily migraines and have fibromyalgia too. It was a struggle, I was given a rubbish price and had to end the call I felt too unwell. I complained to Virgin through their website, not had a response. Why are we put through this mammoth task of trying to renew every 18 months and battle to get a good price, which normally resorts to posts like mine, complaints, threats of disconnection. What gets my goat is new customers get the best deals, hang on I was an ntlworld dial up customer don’t I count for anything?

I decided on webchat today, jeez, why, 3 hours of back and forth, not being listened too, 5 different prices and now I have given notice to disconnect. Did I want to do this? No. I just can’t bear this hideous way of having to get a good deal every so often and battle with the staff. 3 hours! Now TNT is £18 month, what’s the justification in that? Fed up is not the words.

[dush]

I'm in a similar situation - community fibre was available so I signed with them. Got Virgin to match it 18 months ago so I could use the Virgin Line as a backup as I had no idea of community fiber would be a reliable provider & we both work at home. I'd have kept the line at the £28 a month for 1Gbps that I got it for, but the battle over every renewal made me give up. Rather stick with community fiber who just have cheaper retail pricing and no battling. Hyperoptic now also available so they can be my backup, or 4/5g cell

I then tried to cancel and got the run around, despite following the T&C's. Complaints office dealt with it nicely, within 2 hours actually.

[RLJJ1974]

I called Virgin in July to renew my contact, and while on hold was given the option to be sent a text with my new contract option, which I did. The new contract was £65.75 per month which I signed up to. A few days later I received a bill for £130.00. When I called to rectify the error (this happens every renewal), I was told that they will honour the contact, and the correct amount would be taken, which it was. At the same time I received another contract for £130 a month which I wasn't going to agree to and was told to ignore this it is incorrect. The following month I've been sent a bill for £213, stating I hadn't paid the full amount last month ! I have emailed the individual who I spoke with twice without any response so put in a complaint. So fraudulently changing my contact springs to mind. VM complaint team calls today trying to refund some money but still saying the contract is £130 p/m. I suffer from loss of hearing and an overseas call centre speaking unclearly and fast does not help. Frustrated you bet. Any ideas ? Having been a VM customer for almost 20 years and receiving this kind of customer service is shocking.

[WileCoyote]

Give EE TV  a spin if you like sports then com back to virgin as a new customer

[Quorny]

Absolutely the same here, I've been a customer for over 20 years and have to go through this dick dance every 18 months. I only want tv and broadband and have been given a "discounted" price of £79 when a new customer can get better for £33. I can't leave cos no other provider covers my area