What's happened to Virgin Media? They used to be such a good company, who fought to retain their loyal customers.
After deciding to leave them due to escalating prices, we were eventually offered a ‘too good to miss’ deal called The Volt. For £44 a month, we have an ‘all singing all dancing’ TV, broadband and telephone package. However, this was agreed in January and we have yet to be billed correctly. I have had to make no end of phone calls and send emails, which had better result in next month’s bill being correct.
Imagine my disappointment upon learning that my elderly father was paying £65 a month for just a telephone and broadband deal (lowest speed broadband too) without any of the TV channels.
I rang them on 29th May for advice, and the best they could offer him was a £41 deal for the same package or a £31 deal if he took the ‘weekend calls only’ package. But the latter would be unsuitable for my 83 year old father, who lives alone, with his landline being his lifeline.
I therefore asked them to cancel his contract, we would go elsewhere, and was told we have to give 30 days notice. Fair enough. I said we would ring back should he decide to take any of the offered deals, but I never rang back.
I rang yesterday 16th June, to ask for the exact date he would be disconnected, but was told there was no note on the account to disconnect??? I told them that was their fault and that my father did not want another £65 bill. I was told by the lady in retentions that she would backdate our request to the 29th May when we last called, and we would therefore be disconnected 30th June.
An hour later I received a text to say my father would be cut off tomorrow, meaning TODAY the 17th June??? That would be insane, my father needs his services.
I immediately rang back and my call was picked up by an overseas call centre. After being on the call for 8 minutes and getting absolutely nowhere, I’m afraid I hung up with frustration. Why employ people unable to assist your customers?
I rang straight back again and got Tracy in Retentions. I explained the situation and she said the previous lady had obviously made an error, although she couldn’t explain how it had happened. But she again said she would backdate our request to cancel to the 30th May, and we would therefore be disconnected on the 29th June. She said I would receive a confirmation text but I am still waiting 24 hours later, so hope my father hasn’t been disconnected as I will be fuming.
I have 2 questions that I’d like Virgin media to answer:
1/ How has it taken 4 members of staff to help me and I still don’t know if it has been done correctly! It’s enough to lose total confidence in your supplier
2/ How can you offer me every channel under the sun, HD Sports, Netflix, a free Tivo mini box, fastest speed broadband and talk anytime for £44 a month, when you can only offer my dad a talk anytime and broadband deal for £41 a month. Are you suggesting all our extra’s are only £3 a month?
I am posting this as it’s pointless trying to speak to anyone who can help at Virgin Media on the phone. And incidentally, we have both been Virgin Media customers for 20+ years, so it’s not a new customer deal that I have.
