on 23-04-2024 20:05
Ive had my services reconnected and to be honest that was easier then expected. I had a callback from the agent who sorted it to confirm that everything was sorted and to discuss setting up a new contract. Unfrotunately we couldnt agree on a package so they transferred me through to i think it would have been retentions.
Spoke to a gentleman who looked at what he could offer me and could see that I had previously been a package and asked if I would like to take that, which I was more then happy to do so. He said that he would need to get a credit agreed on my account so said i could sigfn the contract now or wait till it had been sorted. There was quite a big price difference so i said id prefer for him to sort it and give me a call back. He said this would be done later in the afternoon after he'd spoken to his manager to confirm everything, which was fine.
Havent recieved my callback, left it today and still havent heard back from him.
Decided to try live chat this evening, wish I hadnt bothered. After an hour wait to get through to the team and the situation explained I get offered a package priced well over what I was originally offered with things I dont need. After i queried this and stated i just want what i was offered previously, i was told it was no longer available.and they could only offer what they had done.
Its a really poor experience for someone who is trying to rejoin you to punish them for one of your staff not carrying out something he said he'd do. Although for the most of my time with virgin it has been hassle free I can see why they are getting so many complaints about their service.
on 24-04-2024 08:33
Hey @VortX87,
Welcome to the Community Forums and thanks for the post.
Sorry to hear you have been having this issue, I would like to look into this further with you, for me to do so I will be sending you a private message.
Joe
on 25-04-2024 13:06
Hey @VortX87,
Thanks for joining me within that private message, glad we could look into your package and discuss a few things, if you do need anything further from us, please do reach out.
Joe