Appalling customer service

[Idle_Hands]

Having had enough of paying so much money a month, I decided to revisit my TV package and found that I was paying a lot of money for BT sports and a package called Entertainment and Sports Lite (which ranked up to £25 a month). I have absolutely zero interest in any sports whatsoever so I raised a complaint in order that my package be adjusted.

I was given the stock reply that I should phone up and join the horrendous queue. Before anybody from VM replies to reiterate this - it's simply not going to happen! Why should a paying customer have to put extra effort into trying to achieve something via a phone call (what is this the 80's?) which your staff could easily do in a breath as per my complaint request? You are a technology company, the year is 2022. Even your web chat seems to have disappeared

I was also given some flannel about data protection which I do not accept for a second. If I wanted to add something to my package, it would be a simply click of the website and away we go, so what's the difference? I have conducted various business with organisations and even solicitors without having to resort to phone calls over the years so what makes Virgin so different? My complaints were raised whilst logged into my account, you have my account number and requests for amendment. I do not wish to consult or discuss with anyone over the phone and I will certainly not be paying for anything extra as I realise they are trained to upsell.

I have provided instructions a number of times now as to what adjustments I would like to be made.

My last complaint stated that I have hereby given notice that you have 10 days to make these adjustments before I cancel my contract completely, in writing to take my business elsewhere. I have been a customer for 10 years but I am on the verge of leaving. I have priced up (cheaper) alternatives for broadband and TV. If you want to retain my business, then this is the last chance saloon.

Just to reiterate and make this crystal clear befoe I receive yet another scripted reply -  I will NOT be making any telephone calls to your number!

Your move VM.

[Kath_F]

Hi Idle_Hands, 

Thanks for your post and welcome to the forums. It's great having you in the Community although I'm afraid we're not able to help with your query as we're not able to make changes to customers packages from here. 

Please be assured this is not a scripted response but in order to make changes to your packages, the team would need to speak to you. The quickest way to do this is to call on 150 / 0345 454 1111 although you can also do this via WhatsApp on 0730 532 7112. It's worth noting that replies aren't instant via WhatsApp and can take a few hours however it does allow you to go about your day whilst waiting for a reply instead of being on hold. 

Without calling, the team will be unable to amend your package. If you decide that you would rather leave instead then you can provide your 30 day notice in one of the 3 following ways:

• You can speak to the team on 0345 454 1111 and select options 1, 4 then 4 again.
• You can text the team on 0753 305 1809. Again, as above with WhatsApp, replies aren't instant and can take a few hours.
• You can write a letter stating that you wish to cancel your services. You will need to include your account number, your name and full address as well as contact details for you. Send your letter to Virgin Media, Sunderland, SR43 4AA.

Keep us posted on how you get on. 

Thanks, 

[Idle_Hands]

Thank you for your response. Lots of "can't" and "unable". Not entirely unexpected and yes, it did feel scripted.

I have provided all of the information required to yourselves via the complaints system in order to carry out the changes. I have even provided my number and invited the reader of the complaint to call me if strictly necessary, although why you will not do it via email I do not know. If you or colleagues feel you "can't" then can you ask someone in charge who might be able to?

VM obviously do not want or value my continued business. I do not have a WhatsApp account and I will not be making any telephone calls so you leave me with no choice. I will be submitting my cancellation in writing if I hear nothing new back from the complaints system in the next few days.

I am sure you mean well as an individual and honestly, thanks for your response but absolutely terrible customer service as an organisation. Ask yourself, do you really think it's reasonable to expect your customers to have to phone up and join a horrendous queue in order to make simple changes to their account? Why on earth is it not possible for anyone to log into their account and make changes whenever they want (like you can with many service providers)? It would certainly make your job easier and it would improve the customer experience exponentially. Even being able to communicate via email (like you used to be able to) would be a vast improvement. Even the web-chat was an acceptable tool but you seem to have removed that too. It seems as the world of technology moves forwards, VM are moving backwards. You are suppose to be a technology company, it's a joke!

[Kath_F]

Hi Idle_Hands, 

We will certainly take on board your feedback and pass it on the the relevant teams to consider. 

Depending on your package when you had the sports added, these may have been inclusive in a bundle you selected so therefore more often than not, coming out of this bundle means you lose a discount. We have other offers and promotions to combat this however they are live and therefore it's not certain if they will still be available at a later time. When emailing, we could end up going round in circles as we'd have to agree the new package price with you, get your permission to action the new deal and by then the offer may have expired so we would have to start the process over. 

We understand it can be frustrating but calling really is the quickest way to get things resolved. There isn't always a queue but where there is, the teams do work as quickly as possible to reach you as soon as they can. Once through, the agent can discuss the package options and prices and then action them for you right away too. 

I am once again sorry that we're unable to help via the Community and understand you reasoning for wanting to leave. 

All we can do now is wish you well in your search for a new provider. 

If you need any more help or advice, just let us know. 

Take care,

[Idle_Hands]

Thanks again and I'd like to reiterate that my frustrations are not aimed at you directly, just the futility of VM as a company. I recognise that it's highly unlikely that any help will be forthcoming.

To that end, I have already sought an alternative broadband provider for evaluation and if this works for me, then I will start the ball rolling on cancelling my involvement with VM and I am evaluating Sky's options for TV packages (which look much more attractive).

[Kath_F]

Hi Idle_Hands, 

I appreciate that and thanks for sticking with us in the Community to update us. 

If you have any further queries or questions then you know where we are. 

In the meantime, take care. 

Thanks,