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Adurham's avatar
Adurham
Joining in
8 days ago

Virgin make a habit of harassing 90 year old widows?

We are at our wits end as Virgin media do not appear to listen to us and are now harassing my mother for payment despite having left for another provider, and we would appreciate assistance in resolving this issue as repeated phone calls to Virgin media have absolutely no impact what so ever.  My mother who is a 90 year old widow only had a home phone package and is now frantic with worry.

Back last year my mother was experiencing issues with her phone which is vital to her well being and a means of contact with her friends, family and the outside world, despite repeated contacts with Virgin media they said there was no fault even after we advised that the box on her outside wall appeared not to be weather proof and they refused to send an engineer round.  As a result of our dissatisfaction we changed my mother to BT during September - the engineer installing the BT phone was amazed that her Virgin phone was working at all and he said it was obvious to him that there was a fault!

Despite notifying Virgin that we had changed providers and repeated calls to Virgin we are in the situation where Virgin are repeatedly sending bills, despite being told that the issue "has been resolved". Having checked the on line account it would appear that the service has only been terminated on 12th January - September to January is hardly good customer service?  And my mother has outstanding bills totalling nearly £100 which is totally incorrect.

It appears to me now that the only way we resolve this issue is to embarrass Virgin Media and take them to court to resolve.  Alternatively I invite Rachel Barrass to contact me directly to discuss?  It is Rachel who signs the bills we are receiving but we can't contact her, as Customer Service Director I am sure that she would appreciate learning what is going wrong in order improve Virgins customer service.

To add insult to injury I have representatives of Virgin media knocking on my door touting my custom and telling me all about their improved connectivity in the area,  I don't think they will be getting an affirmative answer from me or my friends and family anytime soon!

Thanks and I appreciate any feedback and thoughts.

Alan

1 Reply

  • Hello Adurham

     

    We're sorry to hear of the contact received by your mother in regards to an overdue balance. We understand the confusion and concern this can cause and appreciate you taking the time to raise this via the forums. Welcome to the community.

     

    Can you confirm when you spoke to Virgin Media to cancel the landline service? From the information given, you arranged a for BT to provide the landline service to your mothers address, unless you contacted Virgin Media and requested the 30 days notice we would continue to bill for the period in-between. 

     

    We're eager to look into this further to help get this resolved and ease any concerns you're mother is currently experiencing.

    I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.

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widows?","id":"message:5608950","revisionNum":1,"repliesCount":1,"author":{"__ref":"User:user:945232"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:Telephone"},"conversation":{"__ref":"Conversation:conversation:5608950"},"readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:5608950"},"body":"

We are at our wits end as Virgin media do not appear to listen to us and are now harassing my mother for payment despite having left for another provider, and we would appreciate assistance in resolving this issue as repeated phone calls to Virgin media have absolutely no impact what so ever.  My mother who is a 90 year old widow only had a home phone package and is now frantic with worry.

Back last year my mother was experiencing issues with her phone which is vital to her well being and a means of contact with her friends, family and the outside world, despite repeated contacts with Virgin media they said there was no fault even after we advised that the box on her outside wall appeared not to be weather proof and they refused to send an engineer round.  As a result of our dissatisfaction we changed my mother to BT during September - the engineer installing the BT phone was amazed that her Virgin phone was working at all and he said it was obvious to him that there was a fault!

Despite notifying Virgin that we had changed providers and repeated calls to Virgin we are in the situation where Virgin are repeatedly sending bills, despite being told that the issue \"has been resolved\". Having checked the on line account it would appear that the service has only been terminated on 12th January - September to January is hardly good customer service?  And my mother has outstanding bills totalling nearly £100 which is totally incorrect.

It appears to me now that the only way we resolve this issue is to embarrass Virgin Media and take them to court to resolve.  Alternatively I invite Rachel Barrass to contact me directly to discuss?  It is Rachel who signs the bills we are receiving but we can't contact her, as Customer Service Director I am sure that she would appreciate learning what is going wrong in order improve Virgins customer service.

To add insult to injury I have representatives of Virgin media knocking on my door touting my custom and telling me all about their improved connectivity in the area,  I don't think they will be getting an affirmative answer from me or my friends and family anytime soon!

Thanks and I appreciate any feedback and thoughts.

Alan

","body@stringLength":"2266","rawBody":"

We are at our wits end as Virgin media do not appear to listen to us and are now harassing my mother for payment despite having left for another provider, and we would appreciate assistance in resolving this issue as repeated phone calls to Virgin media have absolutely no impact what so ever.  My mother who is a 90 year old widow only had a home phone package and is now frantic with worry.

Back last year my mother was experiencing issues with her phone which is vital to her well being and a means of contact with her friends, family and the outside world, despite repeated contacts with Virgin media they said there was no fault even after we advised that the box on her outside wall appeared not to be weather proof and they refused to send an engineer round.  As a result of our dissatisfaction we changed my mother to BT during September - the engineer installing the BT phone was amazed that her Virgin phone was working at all and he said it was obvious to him that there was a fault!

Despite notifying Virgin that we had changed providers and repeated calls to Virgin we are in the situation where Virgin are repeatedly sending bills, despite being told that the issue \"has been resolved\". Having checked the on line account it would appear that the service has only been terminated on 12th January - September to January is hardly good customer service?  And my mother has outstanding bills totalling nearly £100 which is totally incorrect.

It appears to me now that the only way we resolve this issue is to embarrass Virgin Media and take them to court to resolve.  Alternatively I invite Rachel Barrass to contact me directly to discuss?  It is Rachel who signs the bills we are receiving but we can't contact her, as Customer Service Director I am sure that she would appreciate learning what is going wrong in order improve Virgins customer service.

To add insult to injury I have representatives of Virgin media knocking on my door touting my custom and telling me all about their improved connectivity in the area,  I don't think they will be getting an affirmative answer from me or my friends and family anytime soon!

Thanks and I appreciate any feedback and thoughts.

Alan

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Hello Adurham

\n

 

\n

We're sorry to hear of the contact received by your mother in regards to an overdue balance. We understand the confusion and concern this can cause and appreciate you taking the time to raise this via the forums. Welcome to the community.

\n

 

\n

Can you confirm when you spoke to Virgin Media to cancel the landline service? From the information given, you arranged a for BT to provide the landline service to your mothers address, unless you contacted Virgin Media and requested the 30 days notice we would continue to bill for the period in-between. 

\n

 

\n

We're eager to look into this further to help get this resolved and ease any concerns you're mother is currently experiencing.

\n I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.

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