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Stephenangus
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Message 1 of 18
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No doorbell ring or amzon show.

Same as most folk on here. Waiting for delivery or even a confirmation email about my delivery of doorbell ring and Amazon show.

Last contact with the resolutions team was told my goods would arrive yesterday. 7th October.

My original date for installation was the 15th August 2019. Then another email to tell me installed date would now be 19th. On the 19th installation pack got sent to wrong country. I live in Scotland and pick up was London England. Virgin had to cancel my order then reorder only to be told no free gifts. I argued my case. Awarded the free gifts as stated in original contract. Free gifts would be sent out 28days later. Take 14 days to arrive.

My next installation date was 22nd then changed again to the 24th August.

Installation arrived on 23rd and installed myself.

After my conversations with resolution team. Told I would received gifts by 7th October.

No email to confirm dispatch or any communication.

Very sad. Unhappy customer.

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Message 2 of 18
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Re: No doorbell ring or amzon show.

Hi Stephenangus,

 

Thank you for responding to my private message. It looks like our moderators have moved your post to improve forum readability.

 

I'll get back to you again via pm, please respond accordingly 🙂

 

Thanks,

Rachael

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Stephenangus
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Message 3 of 18
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Re: No doorbell ring or amzon show.

 
clipboard_image_0.jpeg

Hello STEPHEN,

Thanks for choosing Virgin Media. We've got your order.

You'll receive an email from us shortly with a link to your contract. This is a digital document and has details of your package, plus important legal terms and conditions.

If there's anything else we need to know to complete your order, we'll contact you in the next 48 hours.

For now, sit tight.

Kind regards,

The Virgin Media team

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Your order summary

Order ref: WS6277258

Order date: Thursday, August 1, 2019

Monthly cost breakdown

You've got our Bigger bundle + Sports

(12 month contract unless specified)

£70.00 a month
for 12 months then
£115.00 a month
£35.00 activation fee
clipboard_image_2.pngM200 Fibre Broadband
clipboard_image_3.pngMaxit TV
clipboard_image_4.pngTalk Weekends
clipboard_image_5.pngVirgin Phone Line

Your extras - all included in your monthly total

Hayu 
BT Sport Collection 
Sky Sports Collection 
Sky Sports HD Pack 
Free Voicemail 
Entertainment & Documentaries 
Entertainment & Drama 
Entertainment & Sports 
Entertainment & Lifestyle 

Selected reward

clipboard_image_6.png

Amazon Echo Show 5 & Ring 1 Door Bell (RRP £159.99)

Included

Equipment

Virgin Media Hub 3

Included

Virgin TV V6 box

Included

Set up costs

Click and Collect

£0.00

Activation Fee

£35.00

Total Payments

Monthly cost:

£70.00 a month
for 12 months then
£115.00 a month

One-off payments:

To be applied to your first bill:

£35.00

 

To pay today:

£0.00

clipboard_image_7.pngWe'll confirm your delivery date

You've asked to collect your QuickStart pack from a CollectPlus store on:

Thu Aug 15 2019

Your chosen store is: Premier Mo's Convenience Store, 55-57 Liddesdale Sqaure, Glasgow, Lanarkshire, G22 7BT, UK

We'll be in touch within 48 hours to confirm we can deliver on this date, or to arrange another time that's convenient for you.

CollectPlus will send you a text and/or email when it's ready to pick up. This will include your collection code.

Please note: while we'll make every effort to deliver on time, we can't guarantee QuickStart installation dates for customers in Northern Ireland.

As you're taking our phone service, we'll pop a card through your door the day before your pack is due to be delivered letting you know your new phone number.

 

clipboard_image_8.jpeg
clipboard_image_9.pngYour payment information
We may need to get in touch

We may need to get in touch with you to clarify a few details about your order, if so one of our team will contact you within 48 hours.

clipboard_image_10.jpeg
Talk Plan and service numbers
  • If you have taken Virgin Phone, your chosen Talk Plan is as stated in your contract.
clipboard_image_11.jpeg
clipboard_image_12.pngYour Broadband speed information
clipboard_image_13.jpeg
What happens next?

We'll set up your Direct Debit

Thanks for giving us your Direct Debit details. We'll set up the Direct Debit with the information.

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Stephenangus
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Message 4 of 18
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Re: No doorbell ring or amzon show.

Original contract stating Amazon echo show and doorbell ring as promotion goods.

Not some third party website as stated by many members of your team.

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Stephenangus
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Message 5 of 18
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Re: No doorbell ring or amzon show.

My bill.

My bill is due to be paid tomorrow. 

After all the promises that the promotion goods would arrive 7/10/19.

Since you have not honoured your word. I'm very dubious at paying the full amount due.

I do not want the services unless I received my promotional goods.

I don't want to pay a bill, I'm not happy with at all.

Still no compensation for my time and troubles, the stress and anxiety of each conversation repeatedly saying same things, passwords, identify, account holder, how can I help?

Basically I would like a guarantee that my promotional goods are going to be honoured as the original contract stated, before a member of your virgin team, reordering new equipment without my promotional goods. Which I signed up for on Virgin own website, not a third part website or comparison website.  Virgin media directly which stated free gifts. Followed by an email confirming free promotion goods.

I dont want to commit to a contract that has been broken on your side.

Would like to pay the bill asap once confirmation of promotion goods. 

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Forum Team
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Message 6 of 18
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Re: No doorbell ring or amzon show.

Hi Stephen,

 

As you know, I'm liaising with relevant teams and individuals to get to the bottom of this for you. You'll see I've responded to your private message, let's keep the conversation there so we can continue to discuss your account in detail.

 

I'd also request that you please refrain from reaching out to additional departments in the meantime, as this could lead to further confusion. Too many cooks spoil the broth and all that jazz!

 

Thanks,

Rachael

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Stephenangus
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Message 7 of 18
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Re: No doorbell ring or amzon show.

One week later, still no doorbell ring or Amazon Echo show 5.

Original reply was wait 72 hour's. 

That is 3 days .

It's  now 7 days, no further on.

Paid bill that was owed under much stress and duress. Due to no promotion goods, which I feel now I will never get.

Stuck with a 12month contract that I didn't want unless it came with free promotional goods. Which I have stated many many times. No promotion goods, I don't want your services. I feel scammed. 

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Message 8 of 18
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Re: No doorbell ring or amzon show.

Hi Stephen,

 

I completely appreciate your frustration at the delay, but I can assure you I'm doing all I can to get this sorted for you. I have spoken directly to the relevant team but they are yet to provide any significant information. I have therefore escalated to my manager and continue to chase this for you.

 

I do understand that this is not the customer journey we'd expect, and that the situation is less than ideal, but I really am trying to get this sorted for you. If it was as simple as me taking a package to the post office, I'd do it in a heartbeat. However, I'm afraid that I must continue to liaise with a number of departments to rectify this for you.

 

You will get these items, I will make sure of it and have said so throughout our interactions.

 

Thanks,

Rachael

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Stephenangus
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Message 9 of 18
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Re: No doorbell ring or amzon show.

Thank you for fighting my cause.

Your a bright light in a dark tunnel. 

So thank you for giving me hope in dire situation. 

Every day some friends or family ask about my promotional goods, did I receive them etc. Sadly I have to say the same thing.

Once more thanks for the glimmer of hope.

Stephen 

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Stephenangus
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Message 10 of 18
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Re: No doorbell ring or amzon show.

Still no update folks.

Two weeks since first post.

86 days since I signed up and received an email confirming my free Doorbell Ring and Amazon Alexa Show 5.

63 days since my contract finally started. 

21 days since my free promotional goods were due to arrive. 

7 days since last hearing from Virgin, guaranteeing my delivery of goods. 

Wow.. go virgin customer service.. (more like woeful)

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