The Team have been extremely busy of late and are working super hard to catch up with everything. We've trained more teams to be able to do call backs off the back of the referral forms and they've also been delegating wherever possible to make it quicker and easier for the customer
In order to escalate this to the team, pop me a message with the information I requested
Kath_F Forum Team
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I actually got a message from your team today, they left a voicemail saying to call the usual number !! I am getting no where very fast ... in fact I'm going backwards as I had to pay £160 just to get back on line to type this ..... I never asked for the full package , I never wanted it and now I am being FORCED to pay for it !!!
I've had to bite the bullet as the stress of the situation is just mounting! I dealt directly with customer services on several occasions. Each agent giving me a different ultimatum - one or two quite rude with a tough s*** take it or leave it attitude until I eventually found a very lovely lady in retentions who got me down to £39 just for a basic 100mb package. But I've had to sign up for a further 12 months. With the original free deal, I was told I would have to pay a penalty if I left!!! And that I was on a 12 month contract, the first 3 months of it free, 9 months to go......this was NEVER mentioned to me on the initial sign up. Virgin have followed BT into the realms of....Sign up, take your money, you're on a contract and we don't care about you so just suck it up!!!!! To the agents who have to respond to this - I realise you are genuinely nice people but you are not in a position to solve our problems and the majority of service agents who we have to deal with are totally unreasonable. This problem is obviously very common and could easily be solved but it's too convenient for Virgin not to. Absolutely devastated that I got scammed into this as I truly believed Virgin were so much better.
I am incredibly sorry. With the message on the forums to you from the community posted after yours it's showed as having been responded to on the Friday. I do apologies that I didn't see the date stamp on your post.
Ive flagged this to a manager for you and asked them to contact you until they speak to you.
Ive had all the exacts same problems, been charged twice and have cancelled my direct debt, have olaced a complaint with resolver to no success, and have still not managed to get any form of reply from either virgin media or the home builders team, i am advising all my new neighbours who move in to not take up virgin media as the service has been horrible! Ive even posted in these forums to no avail