Hello,
I'm really not sure what has happened to Virgin Media, but this company is honestly a nightmare to have to deal with. I have wasted hours of my time trying to deal with multiple operators with little success.
I started my fun journey on the 9th of Feb at around 5pm. I called Virgin Media as I wanted to upgrade my broadband from M200 to M350 (M350 is the highest for my area unfortunately). I also wanted to re-add and re-activate a Tivo box that I had removed from my account 3 months ago. Virgin Media never sent out packaging to return this box and after chatting with the first operator, apparently it was possible to re-add the Tivo box that I already had.
I started the process via SMS as their phone line was very busy. I got passed to 3-4 different operators until it reached 8pm, where I stopped getting a response? I thought maybe they had closed for the day... so I replied the next day, to have to go through the entire process again of confirming who I am and explaining what I need? This is the part where it gets incredibly annoying as the operator at this point couldn't verify my password, the same password which was successfully verified the day before. At this point, I gave up and went back to the phone and waited half an hour to speak to someone.
I got through to someone and again verified who I was and explained what I needed. Everything at this point seemed to be going well, finally ... until I had to chat with another operator to be told that what the previous operator told me, wasn't correct! The operator told me that my broadband upgrade would be instant and an engineer had to be sent out (£35 charge) to re-activate the Tivo box that I already had ...
The next operator I chatted with was via the online chat on the Virgin Media app. They told me that the broadband upgrade and the Tivo activation would be done on the same day and that it wasn't possible to get the broadband upgrade immediately as mentioned by the previous operator. I got quite annoyed at this point and asked if I could talk with relations. Several minutes after asking to be put through to relations, the operator came back to tell me that they had spoken to their manager and that they will now cancel the order that had been made, upgrade my broadband right away and he would get his manager to re-add and re-activate my Tivo box. At this point, I thought ... FINALLY! I'm finally getting somewhere, well .. of course, that didn't fully happen. I got the broadband upgrade yes, but I was told that I'd get a call back within the next hour from his manager to let me know that everything had been sorted, that of course didn't happen and the Tivo was was still de-activated.
The next day, 11th of Feb. I check the Tivo box and you'd never believe it, it still wasn't active. I left it on during the night on the hopes that some magic would occur and the box would be active in the morning. Unfortunately, that didn't happen. So, I again call Virgin Media and speak to another operator (lost count now) and verify myself again and go through the process of having to explain everything again. The operator then puts me on hold for a few minutes as they couldn't find the Tivo box on my account, but eventually they found it and sent a signal to activate it. Finally I thought, when I seen the error message vanish from the screen, the box is ACTIVE!! Then, little behold one of my V6 boxes are now no longer ACTIVE.
I genuinely don't know what Virgin Media are doing but I can't get a resolution to this problem. I have wasted hours of my time trying to get this resolved via call, sms and online chat via the Virgin App. I'm now attempting to seek support via this forum. I don't understand what is difficult to understand that I have the following:
2 * V6 Boxes
1 * Tivo Box
1 * Landline
1 * M350 Broadband
I now for whatever reason, have the above MINUS one V6 box.
I would greatly appreciate it if somebody here could help me resolve this problem as I'm honestly getting to the point where I'm going to leave Virgin Media.
Regards,
Richard
