Hi Ashleigh
To cut a long story short. Last Wednesday, 2nd October, I agreed via Web Chat to replace an old TIVO box for a 360 box and upgrade 2 V6 boxes to 360. I was informed that delivery would be Friday or Saturday but so far, nothing has arrived.. Also later on that Wednesday, I received an email notifying me of the changes with a large increase on my monthly bill which was much too steep.
Over the next couple of days I tried to contact via Webchat again to discuss my new bill only to switch to WhatsApp at least 4 times where I hd received no contact. I had no choice but to phone up despite myself being hard of hearing. I had a difficult time with the first operator whose dialect was difficult to follow before I was put through to the retention team where I was helped by a very kind Scots person. It was agreed my billing was fixed to a more reasonable level which I accepted and received an email confirmation with a new 18 month contact beginning now.
My main concern now is the delivery of the new box and upgrade package which there is no mention on MyVirginMedia account of any orders made. If I don't receive the new box over the next couple of days, I will phone and demand my delivery's status before I will make a complaint if necessary. I must point out the current level customer service is of a very poor standard than it was previously.
Thanks
