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Disaster

baz621
Joining in
I requested a home move, leaving my old address on 3rd may, my install at my new address was on 8th May. after the engineer installed all the equipment, the tv boxes were not working correctly. i am unable to record, pause/rewind/fast forward. I cant watch any catch up or on demand programmes, the apps section is greyed out so i cant use them. I do not have sky sports HD which was part of my package before the move, despite three lengthy phone calls all of around 1 hour, this is still not resolved. There is a message on the home screen which says....Account information you have recently had an issue on your account, if you are still experiencing reduced functionality call us on unknown. the broadband and phone are working fine. i have a second tv box in the bedroom which is doing exactly the same as the other one. I was very clear when i was arranging the house move, in that under no circumstances did i want a new contract, i wanted the same contract as i had before the move, no changes to the package at all and it would finish in February 2025. I was paying £79 a month, which was due to increase to £84.86. My previous account number was removed and previous address was .............Looking at my first projected bill it is £299.86 and my monthly package £195.00.
I am now on day 3 of having Virgin installed and it's still not working, i would like my bill sorted to reflect the contract price i was assured i would be paying £79 (£84.86 after the price increase) and that my contract will expire in February 2025, i would like my tv services to work as before. The engineer kindly returned yesterday and was still unable to resolve the issue, it was his opinion that something had not been activated correctly.
 
I am now on day 3 of having Virgin installed and it's still not working, i would like my bill sorted to reflect the contract price i was assured i would be paying £79 (£84.86 after the price increase) and that my contract will expire in February 2025, i would like my tv services to work as before. each and every person that has taken my phone calls needs further training, they have failed to sort out my issues. I would like to be compensated for the services that you have failed to supply correctly, and for the utter inconvenience i have gone though. this severely dents my confidence in Virgin media, if you cant sort out a simple home move. I have been a Virgin media customer for over 20 years
this was the reply.....
 

Customer account number: removed
Complaint reference: removed

Hello Barry Taylor,  

We have a little update on your complaint with us. We didn’t want to delay things, so we’ve gone ahead and looked into a resolution for you.

Here’s a quick recap

Your complaint was:
Cable -> Moving Home -> My contract price/length is incorrect

We’ve looked into it and here’s what we found:
Thank you for emailing us. We wanted to let you know we value your business. You have written a complaint to us regarding the service experience you had with us. We understand you are unhappy with the negative experience you had to get the issue resolved. Barry, I completely understand how frustrated you must be; however, this is not the kind of experience we would want our customers to go through. We are extremely sorry for the experience you had with us. The feedback has been moved to our concerned business team. I see that you have mentioned to us that you are unable to access Virgin Media TV services. To check the root cause of the issue and resolve it we have scheduled an engineer visit on 15th May 2024 between 12 PM - 4 PM to ensure the issue has been resolved.

Please ensure that there is someone over the age of 18 at the time of visit; if you miss out on an appointment, there will be a fee of 25.00 GBP applied on your account. If you are not satisfied with the date provided, you can always contact our team using the number below or through chat using this link; www.virginmedia.com/help/live-chat and they will go ahead and check the available slots and provide an appointment as per your preference. Also, you can always log on to My Virgin Media app to reschedule the appointment.

Here's what we offer as a resolution:
Technical ->Technical help provided

 

We hope this works for you.

We’ll keep your complaint open for 28 days from now just in case you still want to talk through your options. Please ring us on 0345 454 1111 if you’re not completely happy with the resolution.

If we don’t hear back after 28 days, we’ll assume you’re satisfied with everything and close your complaint.

This falls very very short of addressing my complaint, not what i would expect of a multi million pound company, anyone xperelse 

 

 
 [MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]
3 REPLIES 3

Cardiffman282
Super solver

Barry I suggest editing out your VM account numbers and giving your post a descriptive subject. 

---------------
Cancel VM here
Complain to VM
here
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

Thank you, looks like its been done by a moderator

Hi @baz621, thank you for your posts. 

We're really sorry to hear about the poor experience you've had and that you feel this way 😔

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Thank you for your help @Cardiffman282 👍

Regards,
Daniel