I am here due to spending nearly 2 hours on the telephone and still not speaking to anyone that can help.
I am a long standing virgin customer for broadband, phone, TV and mobile.
On 15th December 2020 I singed up by phone for the Oomph Bundle which I thought was quite a good deal and worth entering another 18 month contract. Everything went fine and my TV package was available within an hour. My broadband was not up to scratch but I knew that would be wound up eventually.
On 28th December 2030, I received an email telling me that my Oomph Bundle has changed. They said that they had been doing checks and noticed that I was not eligible for the Oomph package. They did not give a reason, just enclosing a new 18 month contract with the changes they had made, although I had not agreed to them.I immediately replied to that email, saying I did not agree with this and would be registering a complaint. On the same day, I opened a complaint C-2812201537.
I heard no more from Virgin and tried numerous times to call them, but gave up after hours of failing to speak to someone due to covid situation. On 19th of January 2021 I received an email regarding my complaint which stated they tried to ring me but couldn't get through. They said that they had looked into it and the results were- "according to our investigations and records we would like to inform you that you spoke to one of our agents and agreed for the changes on the account. The resolution was recorded as. "EDUCATED". which I regard as insulting! Again as a result of this I immediately replied to the email informing them I do not agree with this. I had not missed a call from Virgin, I am 71 years of age and have been in isolation, sat next to my Virgin land-line and my Virgin mobile! As a result of this I spent the next week trying to phone Virgin customer services but could get no further than music playing to me. Again I heard nothing from Virgin and my complaint had been closed so I opened a new one. This was confirmed on 13th February and again I received nothing from Virgin. On 19th February I looked at my account and was horrified to see that the status of my second compained was "CLOSED".
I have today spent over 2 hours sitting on the phone. I decided I didn't care how long it took I would not give up. My first call was answered after 15 minutes and a very helpful young man told me I would need to speak to customer services and that he would put me through. I waited 45 minutes and I think it was answered but it immediately went dead. I was determined, and started another call which took 55 minutes to answer by a very gruff lady to just put me through, I thought, to customer services. This was answered after 35 minutes and I asked if I was speaking to customer services and I was told, no this is faults. I just had to give up!!!
I am not prepared to honour the last 18month contract I received, and I am disgusted with Virgin. My first inclination is to sign up for the Sky offer I have already obtained and argue about the legitimacy of my 18 month Virgin contract later. Cancel
Can anyone on here help me.