I have been with Virgin Media for my Broadband, TV and Phone for 3 years (2x 18month contracts) and I am about to renew for another 18 months. EVERY YEAR I HAVE PROBLEMS! I am convinced NOTHING works properly at Virgin. I am only giving the most recent issue here, if I went into the others I would be writing a BOOK.
Last week I logged into the Virgin Media website and clicked on the "Your contract is ending soon - View Your Deal" tab. The offer was to renew the same package for another 18 months at £60.92/month, the same as I pay now, so I accepted the deal and received all the paperwork and new contract in 2 emails from Virgin. So I thought it was all done.
4 days after I renewed my contract online I received and email from VirginMediaWebsales@virginmedia.co.uk titled XSUS Next Gen - XS1000272212 and the message was: "We'd like to talk to you to as it appears that some information that we
need to process your order was missing. This will help us take the next
steps towards getting signed up, so just call our team on 0800 064 3830."
So today I called the number 0800 064 3830 to hear a recorded message telling me that "this is the Virgin competition hotline and the line is now closed"!
So next I called customer service on 150. After 3 attempts to speak to a human being I was eventually able to do so by selecting billing enquiries. The Virgin rep said my online renewal had not gone through properly so he would need to do it manually himself. He then said he could not offer me the price that the Virgin website is offering! I logged on to see the offer is still available to me, (£60.92/month) but he insisted he could not do that and the best he could offer was £65/month with a £2.10 credit every month to make the bill £62.90/month. I eventually asked to speak to a manager but after being on hold for a few minutes he returned and said he had spoken to his manager and the best price he could offer was £65/month and £4 credit every month making the deal £61/month. At this point I accepted the deal and he sent me another contract email which stated £65/month, but there was no mention of the £4/month credit so I asked for an email proving I would receive the £4 credit every month. He then sent me an email that stated "As we spoke about, we’ve applied a credit to your account. You’ll be able to see this by signing in to your account, then selecting ‘My Bills’ – the credited amount will be displayed below your bill total within ‘Charges Since’ and ‘Adjustments’." so there was no mention of receiving £4 credit each month. The customer service rep then said I would not be able to see the credit until I receive my bill each month, so I asked how could I agree to a contract that cannot be shown in writing? He replied "I just have to trust him and the phone call is recorded" he also said "£4/month is nothing to Virgin Media"! Its ME that will be paying it! £4/month over 18 months is £72! He even complained that the phone call was taking a long time, but it was MY TIME I was spending because of VIRGIN`s ERROR! (it took 48 minutes).
So now I have effectively agreed a new contract that I just have to HOPE the £4 credit is applied to every month.
How on earth can a huge business like Virgin Media have a website offering renewals that DOESNT WORK and such DIABOLICAL customer service???
