On the first of March I was called by Virgin and agreed to a new bundle. TV, faster broadband and an updated landline package for £44 PCM. A few days later the TV 360 box arrived and I soon discovered I couldn’t make use of it without an engineer visit to install a length of coax (not explained during the call). I didn’t really need the TV package that much to be interfering with the fabric of the house so I called up to ask if I could return it (logic being there was little point it gathering dust here - right?). Anyway the chap I spoke to didn’t seem to understand what I was asking and I later discovered he went and cancelled the new contract without my permission. When I found out I called again and asked for that contract to be reinstated, I agreed I’d keep the TV box and not use it, but it seems Virgin can’t simply reinstate a contract and they can’t even get back to the price I had signed up to. I’ve seen this before when a company gets too large: it looses its focus on the customer. The systems and workflows have no flexibility or wiggle room. Even the choices when you call the support line are unhelpful if what you’re calling about doesn’t fit the matrix. There’s no “or if you’re calling about something else then hold the line”. It’s a sad state of affairs. As soon as some other provider can supply me with broadband that matches Virgin’s speed I’m out of here!
