I have lost the will to live with the call centre.......I don't know what else to do. Nobody.....nobody will listen to me. The call centre is not fit for purpose. Speaking to anybody with an agency or any form of competence is impossible. Fingers crossed this works...
Dear Virgin Media
I am writing to express my profound dissatisfaction and dismay with the abysmal level of customer service provided by Virgin Media call centre. This matter has significantly impacted my ability to utilise the services for which I am paying effectively. As a loyal customer for over two decades, I am disappointed at the standard of professionalism and incompetence.
I must emphasise the critical nature of my situation. I work from home, and my livelihood, as well as the education and entertainment needs of my two disabled children, rely heavily on a stable and reliable internet connection. Given the circumstances of my disabled children, who are unable to attend school due to their additional needs and thus depend on online resources for their education, the need for a consistent and strong internet connection is paramount.
Since mid-December, we have had no decent internet strength. We can just about google. But can video call, zoom or game at all. I note many of us in our street and near by streets are having the same issue.
I wish to highlight the numerous grievances and frustrations I have encountered in my interactions with Virgin Media's customer service representatives:
The retention team has repeatedly exhibited a baffling practice of feigning ignorance regarding the purpose of my calls, necessitating an hour-long + cycles of reiterating the issue and being bounced back and forth between departments.
Despite assurances of a callback from ‘a manager,’ such promises have consistently gone unfulfilled, leaving me without resolution or recourse.
The overseas call centre staff, who are evidently ill-equipped and incompetent to handle issues when off scrip, resort to scripted responses and fail to comprehend the gravity of the situation, leading to prolonged and fruitless interactions.
The persistent refusal to acknowledge and rectify the ongoing service disruptions, coupled with the disregard for the urgency of my situation, demonstrates a shocking lack of empathy and understanding.
Instances of gaslighting, such as asking a question then muting for over 5 minutes at a time during explanations and then pretending ignorance upon resuming the conversation, further exacerbate the frustration and sense of powerlessness in dealing with Virgin Media's customer service. Muting will happen 8/9/10 times on each call.
Despite my repeated pleas for human intervention and compassion, the relentless cycle of incompetence and indifference persists, causing undue stress and anguish.
The ordeal has not only consumed countless hours of my time but has also spanned a period of eight weeks, during which my service issues have remained unresolved.
As per the terms of my contract and the guidelines set forth by Ofcom, I assert that Virgin Media has failed to provide the full extent of the services promised, thereby constituting a breach of contract and a violation of consumer rights under UK law.
The chronology line of issues is set out below:
In light of the egregious mishandling of my case and the prolonged period of inconvenience endured, I request the following remedial actions:
Failure to address my problems will compel me to escalate this matter further through appropriate regulatory channels.
I note that you are being investigated by Ofcom about this practice with the overseas call centre, so I will be forwarding this complaint to them via their request to customers to contact them about the Virgin problems they advertise.
I anticipate a prompt and satisfactory resolution to this matter.
Thank you very much for bringing the above issues to our attention on our community.
I would like to firstly apologises for the ongoing issues you have had over the last month or so.
Secondly I would like to get everything looked into for you and see if we can get the service working as it should be.
If you don't mind, I will need to send you a private message to pass security.
If you can check your logo at the top right of your screen that would be great.
I really hope this is a human and not a bot and you are someone who will help......its been a painful 8 weeks and taken up hours and hours of my time. Im at my witts end.
[MOD EDIT: Personal information has been removed from this post. Plese send details via Private Message]
Thank you very much for your time today NoHelp11.
Once again I am sorry for the issues you have had over the last 2 months,
I hope everything works out for you with your new provider.
Please feel free to send me a private message if you need anything else at all.
This poor fellow appears to have been given some incredulous treatment by VM and his complaint is long and profound .. come on VM someone help him here .. with his life / work / family .. he needs much more ,, one of the longest complaints I have seen here ...at one stage it was rivaling Leo Tolstoys * War and Peace * but not a good read or situation for him ... hope you get sorted ....just saying ....😉