Yesterday 14/5/2020 at around 2.15pm I had a call from Gayle in N. Ireland from the VM loyalty/outbound team and we agreed a verbal contract of 350 Broadband, Maxit TV, Weekend phone and 5gb SIM with £75 Credit Special.offer online and £110 loyalty discount with a TV box and new superhub 4 to be sent to me for self install for £40pm.
Today, the written contract or the package was not started or implemented. I called and messaged as well as trying to contact Gayle and leaving a message all to no avail. I have spent all day doing this. This is the fourth year in a row despite reassurances that all will be fine I am in the same position and made to feel like a liar. You have my records of over 13 years to check to be sent round and round.
I would.like a.Senior Manager or Richard Branson to contact me urgently as I have previously written on how loyal customers are treated as above and the you have to jump hoops, ask to listen to recordings to apply the verbal contract to resolve the problem.
Can a Senior Manager or Richard Branson/office contact me urgently and apply my package as agreed and compensate for the loss of service agreed.
What the two previous posters neglected to say was that, other than pocketing a licence fee for the use of the Virgin brand, Branson has no influence over the operations of Virgin Media, or their holding company Liberty Global.
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I am sure if you are going through this problem on a regular basis with an agreement and despite reassurances you would feel the same way! I have written to Richard Branson's office and customer relations from his office do investigate and contact directly.
I am looking for escalation up the chain to resolve this and the verbal contract to start as agreed.