A Call for Action: Exposing Virgin Media's Unacceptable Service!

[Crashbadicoot]

Since purchasing the supply property in October 2020, everything was smooth sailing until I needed to change my Direct Debit date in 2021. What followed has been an utter nightmare.

Upon attempting to adjust my Direct Debit, I was informed that I could only do so within a specific window each month—a policy I’ve never encountered with any other company. Since then, I’ve been unable to set up a Direct Debit either by phone or through My Virgin Media, consistently encountering unknown errors. Despite numerous emails and countless calls, I’ve been met with excessive wait times, disconnections, and dropped calls. This lack of support has forced me into making manual payments, which, of course, are plagued by constant website errors. Literally hundreds of calls over 4 years!

Due to these issues, I’ve had to endure significant financial consequences, including late payments affecting my credit report. This directly impacted my ability to secure a favourable mortgage rate for one of my properties, resulting in a higher interest rate. The incompetence of Virgin Media has had a real, tangible impact on my finances and life.

Renewing my contract was another disaster. Despite clearly stating I only needed broadband, I was signed up for an unnecessary package including TV and a phone line. Resolving this took over six months due to Virgin Media’s archaic systems and infuriating IVR gatekeeping. My complaints went unheard as Virgin Media continued to attempt contact through a non-existent landline, ignoring my mobile number on record. Promised compensation and credit report corrections never materialised, nor were the late payment charges refunded.

Additionally, my requests for Wi-Fi extenders went unfulfilled for over a year and yet another request processed by the technical team a few months ago, again, nothing. Now, as my contract is ending, I am once again facing the same obstacles. Despite numerous attempts to renew my contract, I am either left waiting for an agent or encountering errors online, resulting in being charged the full out-of-contract rate. This is beyond unacceptable.

I feel trapped with Virgin Media due to the lack of alternative providers at my address. This monopoly leaves me no choice but to endure this horrendous service.

This complaint is not just a call for immediate resolution but a warning to potential customers. I am prepared to escalate this issue to external regulatory bodies and leave negative reviews on all platforms until I see genuine response, action on my complaint and improvement in my experience with yourselves. Virgin Media, your service is appalling, and your customers deserve better.

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I urge all customers facing similar issues to speak out and hold Virgin Media accountable. Together, we can push for the quality service we deserve.

Disgusted and Furious,
Crashbandicoot

[Crashbadicoot]

[Crashbadicoot]

I wanted to update everyone on my ongoing saga with Virgin Media. I have now spent nearly two hours waiting to speak to someone, only to be met with limited responses and attempts to upsell me to a V1GB package which I did not ask for, which I do not need. Then processed with a blanket response and passed me to customer services knowing that they are closed therefore ending the chat.

To add to my frustration, I have a transcript of this painful interaction, but unfortunately, this forum does not allow me to upload a .pdf file. Virgin Media, the lack of efficient customer service and the relentless push to sell unwanted services is just another testament to your poor service standards.

This situation is beyond frustrating and continues to disrupt my life. I demand immediate action to resolve my issues without further upselling or delays. This ongoing nightmare needs to end now.

Still Disgusted and Furious,
Crashbandicoot

[Cardiffman282]

Ugh. It's just exhausting isn't it? The one thing in your favour is that you are now on an uncommitted rolling contract. I would quit for the sake of your health and wellbeing and switch to a good FTTC (or 4/5G broadband) supplier for now. If you really want to stay then you need to raise a formal complaint in writing with a view to escalating to the Ombudsman. The link is below. 

[goslow]

If you have already gone through the formal complaints process with VM, did you then take it further to the ombudsman?

https://www.commsombudsman.org/our-process

I think, given the problems you have listed, I would not be entertaining the idea of renewing with VM (even if it meant a slower speed service).

[Alex_RM]

Hi Crashbadicoot,

Thanks for posting and welcome to our community 😊

Sorry to hear of the experience you've had and the difficulty insetting up your direct debit.

So I can get a few more details from you, I've popped you over a private message.

Alex_Rm

[Crashbadicoot]

Thank you for your response and support.

I can't believe how bad it is either! It feels like a systemic issue within Virgin Media. I’ve explored several alternatives, including FTTC, which unfortunately isn’t available at that particular location. I’ve considered other providers like Vodafone, where I’ve been a loyal customer for over 10 years, but their speeds and pricing just don’t make sense for my needs.

I also looked into 4G/5G options, as you mentioned, but the speeds are subpar in my area. While better than LLU, the cost-to-speed ratio isn't justifiable.

The whole experience is utterly exhausting, and the idea of quitting for the sake of my health and wellbeing is becoming increasingly appealing. Being on an uncommitted rolling contract should be an advantage, but the lack of viable alternatives makes it challenging.

I appreciate your suggestion to raise a formal complaint in writing and escalate to the Ombudsman. I will pursue this route as it seems like the most viable option to get any resolution. Thank you again for your advice and support.

Still Frustrated,
Crashbandicoot

[Crashbadicoot]

Thank you for your reply and the link.

Yes, I have gone through the formal complaints process with Virgin Media multiple times, but unfortunately, the issues persist. Given the extent and nature of the problems I've faced, escalating to the Ombudsman is now my next step. I appreciate you providing the link; I will follow through with that process immediately.

As for renewing with Virgin Media, I completely understand your point. The thought of continuing with them is indeed frustrating, especially considering the ongoing problems. However, my options are limited. FTTC isn't available in my area, and other providers like Vodafone, whom I've been with for over 10 years, don't offer a competitive price-to-speed ratio.

I also looked into 4G/5G broadband, but the speeds at my location are insufficient for my needs. While it's better than LLU, it’s still not cost-effective considering the speeds I require for my work.

It's a tough situation, I find myself in... Thank you again for your support and advice.

Still Determined,
Crashbandicoot

[Crashbadicoot]

Hi @Alex_Rm

Thank you for your response and for welcoming me to the community.

I appreciate your acknowledgment of the issues I've faced and the difficulty in setting up my Direct Debit, however, it is far more than just setting up my Direct Debit as I stated in my original post. It has been an incredibly frustrating experience, impacting both my time and finances.

I have received your private message and will provide the necessary details promptly. However, I must stress the urgency of resolving these issues comprehensively and swiftly. This situation has dragged on for far too long, affecting my credit score and overall peace of mind. Every single point I have raised needs to be resolved and in good time.

I look forward to your prompt and effective assistance in finally resolving these matters.

Still Hopeful for Resolution,
Crashbandicoot

[Crashbadicoot]

I wanted to provide an update on my original post.

I have tried to make a payment yet again via the web browser, app, and telephone. Frustratingly, all attempts failed. When attempting to pay by phone, the IVR system even directed me to O2 customer service instead!

This experience only highlights the persistent issues and poor service I’ve been enduring with Virgin Media. The inability to perform such a basic task as making a payment is beyond unacceptable.

Still Frustrated and Seeking Resolution,
Crashbandicoot