Forum Discussion

brian5's avatar
brian5
On our wavelength
7 months ago

My Grand Daughter has just signed up for Broadband, TV and Phone and so far all she has got it a Hub.

My Grandaughter signed up to a Packege for Broadband, TV and Phone and was told it would ALL be delivered by Yodel in 2 days, 2 days passed and she got Just a Hub, she called Virgin media and got the usual moron who could barely speak english and told her there had been a mistake and he would book it now and she would get it in 2 days,

another 2 days and nothing, so she called again and yet again was told there had been a mistake and she would get it in 2 days, guess what... yes 2 days later, nothing.

She has now had no TV or phone for over a week, and been on the phone to them again today and now been told an engineer will be with her on 29/08/24.

She has now decided to tell them to stick it and go with Sky, and now shes on th ephone again trying to get someone to cancel her package.

So it's not just me they are incompetant with

hopeless
Incompetant
Pathetic
  • Robert_P's avatar
    Robert_P
    Forum Team
    7 months ago

    Hello brian5,

    Sorry to hear of your daughters experience since signing up for our services, we can understand the frustration and decision to cancel the services altogether.

    Do you know if your daughter was able to speak to a member of the team and cancel this? If not, she can give the team a call on 150 from a Virgin Media landline or 0345 454 1111 option 1, option 4 then option 4 this will get you through to the contracts team who will be able to look into this further for you. 

  • brian5's avatar
    brian5
    On our wavelength
    7 months ago

    So rather than try to fix this you would rather she just left? this is typical of the customer services at Virgin Media now.

    She spoke to at least 5 different people who all assured her that the equipment would be with her in 48 hours, She was then told that an engineer would be out to visit on 28/08/24....why?

    She was then eventually told ther equipment was on its way, and given a tracking number for Yodel, Yodel turned up and gave her the " equipment", which consisted of a TV box, and nothing else, No remote, no splitter, no ethernet cable, no HDMI cable, and absolutely no way to actually connect this TV box.

    Yet again she had to call, and has been "asured" that the missing equipment will be with her in, wiat for it.. 48 hours, BUT.... the splitter, possibly the most important part, will not be with her for at least 28 days.

     

    • Kath_P's avatar
      Kath_P
      Forum Team
      7 months ago

      Hi brian5, 

      That's not the case at all. My colleague was going off the comments you made where you had advised that your granddaughter has decided to cancel and go with Sky. 

      If she would prefer to stick with us, get her to get in touch with us directly and we can take a look at what's going on and advise further. She can do this via her own forum profile or she can find other contact options here.

      Thanks, 

  • brian5's avatar
    brian5
    On our wavelength
    7 months ago

    Really?, Did you bother reading anything I wrote, or is this just the standard that can be expected from Virgin Media, yet again, there is no sign of the equipment that was to be with her in 48 hours, she has used every contact method you have listed, and got nowhere, the only people at virgin media who have been in contact are the 2 who answered my posts on here and have been of absolutely no help whatsoever. This is off the back of my own contract renewal being messed up and me having been charged more than I should have, and rather than just simply cancel the contract and start again, they have gone round the houses and came up with a ridiculous scheme whereby, I keep this contract but will have £26 credited to my account every month for 2 years. 

    • Beth_G's avatar
      Beth_G
      Forum Team
      7 months ago

      Hi brian5

      I will send you over a private message so I can do my best to help.