on 05-05-2022 09:21
2 days after signing up for a Virgin Media M2 package I want to cancel it because of exceedingly poor customer service that I have endured already!
Right now I've spent the first 1 hour and 24 minutes of my day attempting to speak with someone to assist me with this but am just kept on hold...and twice thus far disconnected from the call itself.
The last email I received from ResolutionsTeam@virginmedia.co.uk indicated that they could not cancel my account / planned installation and that I must speak with someone.
Please can someone here from Virgin Media Customer support assist me ASAP ?
Answered! Go to Answer
06-05-2022 10:36 - edited 06-05-2022 11:13
poor customer service- so many stories lately of bad service- what is happening.
I am sad to see that the customer services are so poor and customers can not resolve issues easily and not resort such desparate methods to get answers, part of this is that virgin use offshore phone centres with poor assistance.and long wait times.
For me customer service is everything, and I often will ditch companies where I can not get support and call waiting times longer than 15 minutes.
Virgin are introducing a lot of new products but they need to improve customer service if they want to keep customers, I can remember when the call centres were in the UK and gave a good service, it has gone backover.
It is time virgin media put customers first and address this poor customer service and confused billings/costings.
I was recently caught out by apps charges but did get a refund after a month, took several calls to sort that one.
alf28
on 06-05-2022 12:23
Hi Zach_R on the Forum Team , once again !
So, another half a day / 3 hours has gone by and I've still heard nothing further from yourself or any of your fellow forum colleagues.
As I mentioned earlier this morning , I replied to your PM 10 minutes or so after you messaged me last night. I've provided all the info you asked for....
Appreciate you may not be 'on shift' ...but am hoping if you are you find time to follow up?...or one of your fellow forum colleagues does?....
on 06-05-2022 13:22
The new company TOOB is taking over areas. They customer support is brilliant, they cheap and they are 4x quicker then Virgin.
I personally believe that Virgin realised how crap they are and the only way to make money nowadays (as a lot of people leaving) is to rip them off. They put you on hold for that long on purpose. It is unacceptable.
This is the 4th day I'm trying to get through and I'm being disconnected, transfered and God knows what else 😪
After several years with Virgin I must admit it is the worst provider I have ever used.
DO NOT RECOMMEND. YOU STILL BE RIPPED OFF AND DISRESPECTED.
on 06-05-2022 13:24
The only way to do so is to cancel your Direct Debit and let them contact you 🤷♂️
on 06-05-2022 13:58
For anyone thinking of upgrading to Ultimate Volt - don't. Apparently only new customers get Gig1, and existing customers just get 600Mb, and that's how it is. Looks like Virgin only want new customers, and for their existing customers to pay over the odds to subsidise their new friends.
JD
on 06-05-2022 14:42
A WARNING!
After far too many hours over the last two days I *think* I may finally have escaped the clutches of Virgin Media....To be clear all I wanted to do was cancel the contract I signed up for on Monday this week.
Why did I want to cancel? ...simply because the M200 offer I signed up to include a £0.00 (free) installation. But after I had signed up (direct debit set-up) the very first email I received said I had to pay standard £35.00 setup fee and , oh, the installation date you chose isn't available , you'll have to wait another 2 weeks. So, I figured I'd look elsewhere.....
And that's when the real fun began.
I opened a complaint via email with the 'Resolutions Team' - after 8-10 emails back and forth (authored in broken Eengleesh) I was steered toward the 0345-telephone support number. After navigating the IVR and authenticating myself (fair enough) I was then left on hold for 1.5 hours. I gave up then and joined this forum...obviously I should have done so sooner as I would have realised that Virgin Media is no place for those expecting even a modicum of customer service. The back and forth on this forum is (for the time being) there for all to read through - except for the direct messages I received from two of the 'staff' here. These were of no help at all. After a while , yesterday afternoon I stumbled on to the fact that support was available via WhatsApp chat .
Huzzah , I thought, this will get the job done.... How wrong could I have been? I hope to post the whole of the WhatsApp chat session here - I have removed anything personally identifiable , account numbers etc mainly in the hope that the mods don't use that as a reason to remove the post. We will see I guess....Suffice to say the WhatsApp chat ran from 14:46 yesterday though until just before 13:00 today. THEN I had to endure a 40 minute phone call (thankfully to an 0800 number this time) to a young lady in a call centre on another continent.
By the end of the call she had realised that she couldn't persuade me not to cancel , then spent the next 12 minutes trying to send me an email - I have a very clear , simple email address - but she struggled...and struggled...and then after claiming to have sent a confirmation email 4 times , magically on the 5th attempt an email confirming the best news arrived - confirmation that I will never , ever have to have anything to do with Virgin Media.
I'm not usually one for tirades like this , but I figured If it saves even one person the grief of dealing with such a badly run customer service operation then it's been worth my time. I'll be doing the rounds on the spammy review sites like trustpilot etc too , just to make sure I've done the best job I can. Absolutley from top to bottom the worst customer service experience i have had. Steer clear.
WhatsApp chat below - some of it is actually amusing
on 06-05-2022 17:28
Hi @cushtyvm,
I am very sorry for the experience that you've had. If you need further assistance then please refer to our private message conversation.
Thanks,
on 07-05-2022 22:21
I agree, I have been with VIRGIN for VERY many years and I have virtually been forced to cancel with them today (although I STILL have had no confirmation of this !) Virgin used to be one of the very best companies to deal with until a few years ago and now are completely useless, when they shipped their technical support out of the uk to save money to a team that do not seem to have a clue what I or they are talking about for starters, long wait times for an engineer visit, unreliable WIFI hubs, they have tried to fix my phone line twice by twisting wires together (which lasted 2 weeks in both cases) and now they do not seem to even want to try to keep their customers I find it an insult with how much I was having to pay, well no more ! my brother is also cancelling his and I am also cancelling the Virgin connection at work !
on 07-05-2022 22:42
There certainly seems to be so many disgruntled folks.. it's a surprise that they (VM customer service teams) haven't tackled some of the major issues? I only wish I'd done my 'homework' before even entertaining the idea of signing up with Virgin Media. Lesson learned.
Just ake a gander at the tens of thousands of one star trust pilot reviews - yes I know trust pilot has its own issues - but tens of thousands of one star service reviews for virgin media cannot all be fakes!
I hope you move on to somewhere better... I'm staying with Sky for the time being, not perfect, but reliable and honest at least
on 08-05-2022 14:38
Well this has been happening with Virgin over the last few years and it was always going to happen, I have been with Virgin/NTL for over 20 years, it is going to be an absolute massive task for me to re-set up all my various accounts that use my virgin email address for security as well as the upheaval of changing suppliers etc, but even that has got to be better than staying with a company that has absolutely no interest in trying to keep me as a customer !
Technical support - waste of time
The person I spoke to to try agree a better deal did not even have a clue how to adjust packages and could not offer me a suitable deal then asked me what he was supposed to do next ! I just told him to cancel it all and he went in a mood lol, and i STILL have not had any confirmation of cancellation.
Yes SKY isn't the best but at least do try to look after their customers and will always offer a decent deal to keep you, I am going to give BT a try . . .