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Abysmal Customer Service

Where to start...

This began several months ago with a letter from Virgin Media telling me that my wife’s email account had been blocked because of spam messages. She may have unwisely clicked on a dodgy link in an email. Fair enough.

I called the helpline to sort this out. I was in a call queue for 30 mins then was simply dropped off the call. I know from other posts that I am not the only person this happens to. I tried a few times at different times of day. Same thing keeps happening.

So I wrote a letter to customer complaints. I received what appeared to be a reasonable reply saying that someone would be in touch within 7 days. But, no calls. So I wrote to them again. They wrote back saying they had tried to get through to me unsuccessfully, but I had no missed calls on my phone so that cannot be true.

Then the letter suggested I call the Customer Service helpline! After my previous experiences there was no point in doing this. They also suggested using the messenger service, so I tried that. No one responded to my messages. So I had no alternative but to write a third letter. I then received an identical letter to the first one. In other words, a standard or computer generated letter, not a personal reply.

So I decided to grit my teeth and try the helpline again. I was prepared to set aside an entire day to keep trying and would use my Virgin landline so I didn’t spend a fortune in mobile fees. Guess what. My landline is no longer working. No dial tone. The phone itself is working as I tested it on a neighbour’s line.

Recently, to add insult to injury, my broadband is slowing right down and my tv picture keeps breaking up. What is going on? Every aspect of my package has some fault or other. And I cannot speak to a human being to solve any of it. I would change to another service provider but I am mid-contract and, in any case, I cannot get through to anyone to cancel my account!

This forum is my last chance to get a solution. If I don’t get any assistance, the only thing I can think of to do is cancel my direct debit. Maybe then someone will take notice.

So, in summary, after several months, my wife’s email is still blocked, my landline is dead, my broadband and tv are slow. Non-existent customer support.

Some help would be appreciated.

David.

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Re: Abysmal Customer Service


@Dav1d777 wrote:

Where to start...

Look this is obviously a tale of woe and unhappiness, but the Forum is designed for VM users to help other users in difficulty or with issues. At first I hesitated to dive into this one because there is so much text. I might just regret my decision to try and help as I work through this. 

This began several months ago with a letter from Virgin Media telling me that my wife’s email account had been blocked because of spam messages. She may have unwisely clicked on a dodgy link in an email. Fair enough.

I called the helpline to sort this out. I was in a call queue for 30 mins then was simply dropped off the call. I know from other posts that I am not the only person this happens to. I tried a few times at different times of day. Same thing keeps happening.

So I wrote a letter to customer complaints. I received what appeared to be a reasonable reply saying that someone would be in touch within 7 days. But, no calls. So I wrote to them again. They wrote back saying they had tried to get through to me unsuccessfully, but I had no missed calls on my phone so that cannot be true.

Then the letter suggested I call the Customer Service helpline! After my previous experiences there was no point in doing this. They also suggested using the messenger service, so I tried that. No one responded to my messages. So I had no alternative but to write a third letter. I then received an identical letter to the first one. In other words, a standard or computer generated letter, not a personal reply.

So I decided to grit my teeth and try the helpline again. I was prepared to set aside an entire day to keep trying and would use my Virgin landline so I didn’t spend a fortune in mobile fees.

Let's deal with the e-mail issue first. The solution to this normally lies in the account holder's hands. I wonder if you have tried the straightforward process of recovering you wife's address and getting back control. Virgin have well established procedures for this which can be found in their helpfiles. Which you use depends on how far the spammers have gone to take over your wife's address. If all they have done is to guess the password and then used the address and the password to send spam the solution is straightforward indeed.

Follow the procedure for changing the password in My Virginmedia and then ask VM to unlock the address, if the password change hasn't done the job,  and you should be back to normal.

https://www.virginmedia.com/help/virgin-media-mail-my-email-account-is-locked

So you need to go through that procedure now and report back in this thread if all is well or if the account remains locked. We will then ask the VM Team to intervene and get the address unlocked.

The procedure is a tad more complicated if the spammers have changed the password or worse still changed the password and the address security questions. So we need to try a different procedure to get the address unlocked. A password change is still required, though.  Here is the guide you need:

https://www.virginmedia.com/help/virgin-mobile-cant-log-in

Middle column - forgotten password procedure. Once again this should unlock the account but if it doesn't come back in this thread and we'll ask for the Team to get involved. 

If the security question(s) have been changed you may find that you cannot change the password and so you will have to come back and tell us and again we will see what can be arranged.

 Guess what. My landline is no longer working. No dial tone. The phone itself is working as I tested it on a neighbour’s line.

OK. We'll ask the Forum Team to intervene now on this issue. You've done the basic test which is test your phone. I'll escalate this thread for them to look at now, but only for the phone issue. As far as the e-mail issue is concerned you need to go through the steps as described above before escalation becomes practical. ( @ModTeam - escalation required for failed landline)

Recently, to add insult to injury, my broadband is slowing right down and my tv picture keeps breaking up. What is going on? Every aspect of my package has some fault or other. And I cannot speak to a human being to solve any of it. I would change to another service provider but I am mid-contract and, in any case, I cannot get through to anyone to cancel my account!

Sounds like you have a connection problem.  I'm no expert when it comes to to these two areas. That is one of the consequences of rolling up all your complaints and issue in one bundle. We tend to specialise in particular areas - I do e-mail.

My advice is this. Start separate individual threads for the TV issue and the broadband speed issue and you'll get the right experts on board to help you. Certainly with the BB issue they will advise you how to test the connection so we can see the probable cause.

This forum is my last chance to get a solution. If I don’t get any assistance, the only thing I can think of to do is cancel my direct debit. Maybe then someone will take notice.

They certainly will take notice. And the notice they will take is to put your account in the hands of the VM collection team who will seek to ensure that you pay what you owe under the contract. And if you don't it will go straight to the debt collectors and a black mark goes on your credit record. VM are tough on defaults like this. And remember defaults remain for six years on the record whether you satisfy them or not. In this day and age not a course of action that it would be sensible to take.

So, in summary, after several months, my wife’s email is still blocked, my landline is dead, my broadband and tv are slow. Non-existent customer support.

Some help would be appreciated.

Well I've done what I can

David.


I simply cannot buy into the fact that you have been unable to contact VM about your issues. I accept the e-mail one is difficult because the front line staff find it tough to deal with such complexities. But the VM warning letters on this issue make the procedure clear and so they should have been able to advise.

As for the other two issues this is bread and butter stuff for customer services.  OK you'd have to use another phone for the call on the landline issue but if you have a VM mobile the call on 150 is free or else using 0345 454 1111 is chargeable at the same rate as 01 and 02 numbers. 

VM, like all businesses has been badly affected by the virus emergency. Many of their call centres are closed or are working at reduced strength. They are rebuilding their OK operation but Rome wasn't built, let alone rebuilt, in a day. People can still get through as observations on this Forum suggest - though it might not be as easy as usual.

You might find this service useful:

https://community.virginmedia.com/t5/Digital-life/When-and-how-to-use-our-messaging-service/ba-p/425...

Next steps watch out for a response from the Forum Team in this thread about the phone. They might even decide to help you tackle the other issues as well.  I've done what I can.



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Re: Abysmal Customer Service

Thank you for taking the time to reply to my message. I’m sorry if my post seemed long winded, but that reflects my frustration with these issues. Thank you for referring my problem with the landline on to the team.

I tried the procedure you describe to unlock my wife’s email before attempting to contact customer services. I’ve changed the password, etc, and it still says mailbox unavailable. So, if you can refer this issue to the team that would be a help.

I shall follow your suggestion and open a separate thread about the connection problems.

Thanks for a rapid response and I appreciate your help.

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Re: Abysmal Customer Service

Thank you for your honesty. I will now refer the e-mail issue to the Team to have a look. I did suggest to them in my original referral that they might to look at the whole problem in the round. But that was a big ask. The best way to eat an elephant? One slice at a time!

@ModTeam 



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Re: Abysmal Customer Service

Hey @Dav1d777,

 

Sorry to hear of the issues that you've had trying to get your wife's email account restored.

I have been able to locate your account and have re-enabled the email account to see if that works, please could you try it and let me know.

 

If this doesn't work we can get it looked into by our IT team.

 

 

Regards

Steven_L

 

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Re: Abysmal Customer Service

@Steven_L  - excellent work, thank you. Can you ensure the landline issue is dealt with as well please. 

@Dav1d777 - lets see if we have made progress? Test this please as soon as you can.

 



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Yes, it’s working. Thank you so much. You have sorted this in a couple of days compared to the months I have spent trying to work with Virgin Customer Services, which seem to be completely broken at the moment from my experience. I am very grateful.

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Oh, we have a long way to go yet. Next to sort out is your phone. Then we might move onto your TV and BB connection, but as I have said before separate threads for those please. But one step at a time. We will eat the elephant!


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Thank you for your intervention in this, Howard. My wife’s email is restored.There were some spam messages in her inbox which indicate that her password had indeed been hacked. Now that the password is changed to a stronger one, hopefully it will be ok. If my landline gets fixed too I will be a very happy man.

 

thanks,
David.

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Re: Abysmal Customer Service

Hey @Dav1d777,

 

I have ran further checks on your phone line and your broadband as you mentioned the issues that you had in your first post. Upon looking at both of these services, you will need a technician to resolve both of the issues with your landline and broadband.

 

I have arranged for the appointment and you can find all the information that you need about your appointment on your online account and clicking My Account and Order tracking. 

 

Regards

Steven_L