Hi.
I have been with Virgin media for a week now and for the last 4 days I have called 6 times each time told I will get a call back after spending an hour on each call.
We have sold a lie by the sales man who came to my house to sell us on the Virgin media dream.
We recently had the new super fast wifi lines installed so we were naturally interested seeing as though both me and my wife work from home and have kids who are always on streaming services.
I went online first to see what Virgin had to offer and was drawn to the top package offering all sports, 1g wifi, all channels, an O2 unlimited sim and even a £200 gift voucher.
But the sales man came by (Vaz) and said he could get us better deals. So we went with the Volt one we like the look of.
We are with BT until march23 but He said as we were ‘lightning customers’ so they would buy us out of our contract. Someone will call you straight away (next few days). I asked about the £200 gift voucher to which he said yeah I will sort that for you no problem. So we signed….
Then nothing. No email no contract no call. So I called and they set up an install date for me. I couldn’t login online and still can’t mind.
They came and installed. Little did we know they hardwire all boxes. So we have cables running around our house which I am not happy with. Then we noticed we still had BT line angling the side of Virgin. So i ask the installation engineer who said we never swap lines.
So came my first call to Virgin customer services. Where we find out that we were sold a load of lies. We can’t get out of BT, we can’t get the gift voucher and we were offered £41 to cover the months BT bill while we leave and £25 for my troubles.
I then called BT to cancel out contract to be told we need to pay £240 to leave.
Then came my second call to customer services. This is where after going through all above with a new agent I was told I will get a call within 48hrs from a manager to see what can be done.
Three days later I call back and speak to another representative to ask where my call was? To be told there is nothing on my account to show my conversation.
So we go over it all again to be told the complaints has been raised again and 48hr I will get a manager call to discuss.
Today was the 3rd day again with nothing so I call again to be told there is nothing they can offer me.
So that’s fine. I am within my 2week cooling off time so I can leave. So they say they need to put me through to the leaving department.
An hour later and Goerge Ezra gone round god knows how many times I give up and recall customer services again where they try to put me through again.
25 more George Ezra mins and someone answers and say there is a technical issue his end and can he call me back straight away and read out my number.
Nothing for an hour…….
So I start a watt app dialogue with another customer service person and go over all above again. He then says he understands and will put me through to a leaving rep on watt app.
I waited over 4 hours till 9pm when they knock off. Nothing.
I cannot express how bad this service is. I am sure they are trying to get me to past my 2 week so I have to give longer notice. But this cannot happen.
Someone needs to sort this. I will be emailing this to lawyers, news, offcom, trip advisor, social media and anyone who can listen. It’s a joke quite frankly.
I never been treated so bad as a new customer.
All they had to do was help me out of BT and we were good. I like their services and wifi.
Regards
