Is this the level of Customer Service I Can expect?

[Goku_Saiyan]

Hi,

I have recently joined virgin media as a new customer, And after an error in delivery I am struggling to get any resolution or even updated feedback from anybody I contact. Was hoping if any help could be provided here before I cancel my contract before it even starts.

I was due to receive the items for the package I signed up for (Broadband, TV, Phone) on 26/07/24, However on arrival I had only received the broadband hub and ethernet cable (Nothing else), I contacted virgin both by phone call (who cut me off) and messaging service who provided me with the following...

No update, Tracking No. or further information was received, And more than 48hrs later... Nothing

I contacted by chat again on Sunday 28/07/24, To be told this...

And yet again, Nothing. No email confirmation, No tracking, Nothing listed in my orders, And Customer service refusing to give further information.

Contacted virgin media again yesterday...

I requested the call back, And surprise over 24 hrs later, Still Zero from virgin.

My bill is due to be calculated soon, Which is already the double advertised price i signed for. And with still no sign of My TV and Phone items looks like I'm gonna miss out on at least a month of my 18th month contract deal as I'm due to travel soon.

Seriously is the customer service always this bad?? Does anybody have any advice on how to resolve this issue fast or to speak to somebody who can actually give me answers, eg. Why wasn't a new item mailed ASAP on 26/07/24 when i first reported the issue?

[Daniel_Et]

Hi @Goku_Saiyan 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're really sorry to hear about the poor experience you've had and that you're thinking of cancelling your contract 😔

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel

[Claires75]

We are having almost identical issues. Router received on 16 July - still no TV box and support have given a different answer every time I've contacted them - very frustrating and is making me question the decision to switch to Virgin

[Cardiffman282]

"Is this the level of Customer Service I can expect?"

Yes. 

Have your 14 day cooling off period foremost in mind here. 

[Ayisha_B]

Hi @Claires75 👋

We're sorry to hear you're also having some issues. 

What did the support team advise you?

[Claires75]

Should be here within the next few days, fingers crossed. Took speaking to four or five different people to get it resolved though, and had to explain the whole situation to each of them again. I'm just hoping I don't have any issues in the future so I don't have to get in touch again!

[David_Bn]

Thanks for coming back to us @Claires75.

Do please keep us updated with how everything goes.

You're always welcome to report any potential future issues to us here on the Forums also, which will in most circumstances dodge the prospect of having to call into our team.

Thanks,

David_Bn

[Cardiffman282]

"dodge the prospect of having to call into our team." That should be a slogan. Love it. 

[Goku_Saiyan]

Glad you are getting help, I'm just getting the same generic response from everyone I contact and it's beyond frustrating.

Even my official complaint came back with the following...

That was Tuesday, Now we are coming up to 48 hours later and still nothing in my orders tab and no tracking update from yodel. So over a week since my order and it's looking very doubtful I'll receive anything this week.

Even responding to the complaint via link sent takes you to whattsapp messaging, Where they will not talk to me as I am unwilling to send my bank details over a third party messaging system

[David_Bn]

Sorry to hear no progress has yet been made @Goku_Saiyan.

I can however see that a colleague has picked up for you and will hopefully be able to have this resolved as soon as possible for you.

Thanks,

David_Bn