I've been a Virgin Media customer for many years. The 'customer service' is now at the point where it's completely and utterly not fit for purpose, and clearly Virgin are happy with that.
I promised by children Sky Sports HD for Christmas and we still don't have access (19th Jan). It's a lot of money for us and they were hugely excited and grateful with the present. I saw channels could 'easily' be added to our account via the app so it all seemed very straightforward; select what you'd like to add, see the new monthly cost and submit your changes. What there is no mention of until you have placed the order via the app is that it will take 7-14 working days for them to activate and channels you wish to add. Great start.
However, at this point in the process only having to wait 7-14 working days would be positively luxurious. I have so far spent countless hours over many days with online support trying to find out why we still don't have access, and I still don't have a resolution. Every time I contact support and go through the entire process again they claim there is no record of any contract agreement on the system and no history of my previous chats, or my original web order, despite my inbox being full of 'pre-contract agreement' documents generated on the rare occasion I get someone who seems to know how to resolve the issue and promises everything is now resolved.
Each time I start the whatsapp chat process early afternoon and respond immediately to messages with clear and concise information. Twice now it's got to 9pm and I get the 'End of Day BOT' message and that's that. So I have to explain everything from the start all over again. All the security information > explain the issue > go through the process with person 1 > can't see any previous agreement > try and match the deal > can't match the deal > transfer me to someone else > vague apology > pretend to speak the manager > yes we can get that sorted > send the pre-contract documents > promise it will be active the following day > nothing happens. Rinse & repeat.
Can Virgin Media explain why it's OK for them to conveniently lose contractual documents on numerous occasions? Can I do the same when I'm no longer interested in being tied to a contract?
Literally all I want to do is add Sky Sports HD to our existing package. Why am I nearly a month in and many, many hours of my life trying to deal with this situation?
I am at a complete loss as to how it can be so difficult. If it was a one off you could put it down to someone making a genuine mistake and something not being processed correctly, but at this point in the process there is clearly major systematic internal issues. You're not "sorry we're busier than expected today", you're chronically understaffed with admin systems not fit for purpose.
I'd like to hope I've just been very unlucky but I doubt I'm the only person having these issues.
I honestly have no idea what I can do to get this situation sorted. Does anyone have any suggestions on who I need to contact in order for this ridiculous situation to be resolved?
