've been a customer of Virgin Media for about 20 years. The prices have increased substantially and my contract had expired so I phoned them to try to renew the package. Sounds like it should be fairly straightforward ? Two and a half hours later, after encountering a catalogue of incompetence, I think I have finished on the phone but I am deflated, frustrated and downright angry. I feel like I immediately need to go to the nearest pub and have several stiff drinks in rapid succession. The Virgin Media staff are friendly and try to help but can't do anything that isn't on their script. I had to speak to several different people - even though they transferred me, I had to repeatedly go through the security questions. The customer service is so absolutely abysmal, I barely have words to describe it.
It just got even worse. Having agreed a new monthly price over the phone, Virgin Media confirmed it by emailing me a pre-contract document detailing all of the services AND the price. I checked the document and price was the exact price we had agreed. All sorted. you may think ?
Alas no, 58 minutes later, they emailed me again saying - all sorted - we've attached your new contract. On checking the contract, the price was now £13 per month higher than 58 minutes earlier.
I can only conclude that either it is a deliberate policy to overcharge or maybe it is just that Virgin Media are a complete and utter shambles.
Since writing the review above, I've read through some other Virgin Media reviews on here and I don't appear to be the only person who has had the following sequence of events :-
a, agreed a monthly price over the phone
b, received 'pre-contract documents via email which reads 'Attached are your Contract Information & Contract Summary documents. Please make sure that you are happy with the agreement you are entering into'
c, received a further email which reads 'Thanks for making those changes to your Virgin Media package. We've attached your new contract reflecting these changes'
This would be fine if the monthly price they ask you to check to 'make sure you are happy' was the same price as the contract.
If they don't sort it out, I will definitely be consulting my solicitor because I think that agreeing contract terms with a customer in writing and then issuing that contract at a different higher price is possibly illegal.
Virgin Media may well reply to this along the lines of 'this is not the level of service we aim for'. They may even write the more disingenuous 'we are sorry you feel that way' which blames the customer for 'feeling that way' rather than just saying 'we messed up and we will fix it and reimburse you for all the time we've made you waste'
Reading through many of the Virgin Media replies on Trust Pilot, they repeatedly say 'this is not the level of service we aim for'. If that is the case, time and time and time again, why don't they do something about it ?
