This was arranged using one of the reps who I saw in my local area (I wont name him atm)
He was good up to the install...
Now he is ducking my calls to voicemail.
The Issue. I have no welcome letter, No details from Virgin, Cannot log in to my account. Child Lock is on. Cant use customer support because they won't deal with me because I don't have a password.
I am completely **bleep** off with the rigmarole so far. And I'm stuck in the middle.
The last attempt at customer support they said we will send you some detail so you can verify yourself. They checked and agreed the postal address is correct. But nothing turns up as expected.
I have no idea how to resolve this other than cancelling my direct debit?
Unfortunately i went with Virgin because I need a stable connection but it's not, my lad cannot even play League of Legends (700+ ping) with only my phone on the connection and no other active devices.
Its a nightmare, can anyone suggest a method to resolve these issues
I have tried the message us option, ringing them etc and all I get is messed about.
Hi Jez2010, thanks for contacting us and sorry to hear that you are having issues with the new installation. Can you confirm if we have confirmed the installation date or have told you of any issues with the install? Chris
My expectation is that you probably aren't going to get much joy via chat or voice, judging by experiences reported here.
But to try and help, can you break down the matters still outstanding:
1) Is the connection working reliably; at the contracted speed; without ping or latency problems?
2) Without going into any personal detail, what is the problem with the package? Is what has been setup fully consistent with what was agreed/promised when you joined?
3) Have you got the online account setup?
4) Any other current problems?
And a word of advice, if things remain a problem, don't cancel your direct debit in frustration - that won't worry VM on bit, they just treat it as an unpaid debt and drop it into a debt recovery process that eventually involves debt collectors harassing you, and worse, they'll record it as a default under a credit agreement on your credit history, which will hang round you neck like a dead badger for the next six years, visible to all companies who you want to take services or credit from, and even to prospective employers.
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