Been with Virgin for about 4 years and so so service. Current contract coming to an end and signed a new deal I was happy with a few weeks ago. I have the new signed contract in pdf format which was signed electronically but was concerned it wasn't showing on my account as a change as my existing contract came to an end. 4 hours on what's app chat yes 4 hours and no apparently I don't have a new contract and I'm not entitled to one as an existing customer! Sorry but I do and I have the pdf to prove it. When I asked to escalate this to a manger the chat went dead and they disconnected me. 4 hours to be told that. Garbage company. Sorry you don't get away with it that easily. I am expected to honour my contracts so you will to.
Tried again a couple of days later and I've now sat in chat for a further 9 hours in total only to be cut off each time when the call centre closed or when I pushed for a resolution.
I have sent my contract pdf to Virgin 3 times by email and made 3 formal complaints and been ignored. I've called the call centre and got as far as the virgin contact needing manager approval and promising a call back and have still not had one 2 days later. I've called again wanting to cancel but now the call centre just cuts me off after 10 mins waiting.
Wow just wow you can't update your contract, you can't cancel it, you can't complain. Absolute crooks.
In all seriousness people should not go with this company and I shall be leaving appropriate reviews everywhere. I've never experienced anything like Virgin's Customer service or utter lack of it. I can't even cancel. This must be illegal but they are utterly incompetent beyond belief.
I have it in writing an 18 month contract at a good price. Perhaps someone offered me too good a contract and now the crooks don't want to honour it. I shall be making a full complaint to ofcom I have the contract, the screen shots, call logs etc. Useless company
