Virgin Media relative Friend and Family discount

[JDX98]

Good afternoon,

I recently signed up to VM via a relative's link which offered a discount. When I signed up through the link, the email confirmation came through etc, but I was advised the order had failed, and needed to be re-completed manually due to my area being a new XGS-PON area.

When re-doing the order with the sales agent, he advised me that the F&F discount will be applied and will show on my account. 

I also have confirmation of my original order, WhatsApp messages from Virgin Media support and a phone call log with the original sales agent. 

My Virgin Media account shows no F&F discount applied and customer support phone call and live chat do not know anything about it.

I am at a loss whether I should just cancel and attempt re-signing up via the F&F link that I was given. Some support from Virgin Media would be appreciated as my relative is not sure how to resolve as is just given the link to provide.

Many thanks

[Tom_W1]

Hi @JDX98 thanks for your post here in the Community although we're sorry to hear of the concerns you've raised here.

Please allow me to send you a PM so we can look into this further for you, kindly expect the PM from me to arrive shortly and respond directly when you can!
Many thanks

[JDX98]

I have sent you a message and 1 month later this still hasn't been resolved.

[mohsen007g]

Subject: Persistent Issues with Referral Rewards and Customer Service

Dear Virgin Media Community,

I hope this message finds you well. I'm reaching out to share my ongoing concerns and experiences with Virgin Media, which have been causing me considerable frustration.

My journey with Virgin Media has been a mix of positives and negatives. On the one hand, I've been happy enough with the service to refer several friends to this broadband, confident in the quality they would receive. The referral program, managed by Aklamio, initially seemed straightforward and reliable. For my first referrals, the promised rewards were delivered in a timely manner, which was greatly appreciated.

However, my latest referral experience has been less than satisfactory. On 18th September 2023, I referred another friend, expecting the process to be as smooth as before. Unfortunately, this was not the case. After numerous calls and follow-ups, I discovered that this referral was not being recognized. It took considerable effort to rectify this issue, and it wasn't until 26th November 2023 that Aklamio acknowledged the referral on their website.

Today, on 17th February 2024, I am still awaiting the £50 reward, which is rightfully due. The back-and-forth between Virgin Media and Aklamio has become a tiresome loop with no resolution in sight. This experience has left me disappointed and disillusioned with a company I once actively promoted.

Moreover, this isn't an isolated incident. I recall a time when there was a network outage in our area that lasted several days, severely disrupting my work to the point where I had to use a friend's internet connection. Despite requesting compensation for this inconvenience, my concerns were met with silence.

The culmination of these experiences has been a series of headaches and a growing dissatisfaction with Virgin Media's customer service. Even creating this community account was fraught with challenges, though persistence paid off in the end. It makes me wonder how others, possibly less persistent, fare in similar situations.

I'm sharing my story here in hopes that it brings attention to these issues and prompts a more efficient and customer-focused response from Virgin Media. We, as customers, put our trust in your services and expect the support and rewards promised to be delivered without such unnecessary hassle.

Thank you for taking the time to read this. Any assistance or advice from the community or Virgin Media representatives would be greatly appreciated.

Kind regards,

Mohsen Zarei

[Martin_N]

Hi mohsen007g,

Thank you for your post and welcome to the community. 

We are sorry to hear about the issue you've had with your referral. 

When you have spoken with Aklamio what have they advised in regards to this?

^Martin

[mohsen007g]

Dear Martin and the Virgin Media Community,

Thank you for the prompt response to my concerns.

To address your question, my last communication with Aklamio was about 1 month ago. During that conversation, they informed me that my referral reward was still pending and that the holdup was due to Virgin Media's confirmation and processing of the reward. They suggested that once Virgin Media sends the necessary confirmation to them, they would be able to proceed with issuing my £50 reward.

I must admit, I find this situation quite perplexing. It seems there is a disconnect between Aklamio and Virgin Media, and I am caught in the middle without a clear understanding of what is required from my end to resolve this matter. The back-and-forth has been ongoing for months, and I'm still unclear about what exactly is causing the delay and what additional actions I need to take, if any.

I am reaching out in good faith to find a resolution and would appreciate a clear explanation of the process from Virgin Media's side. What confirmation is Aklamio waiting for, and how can we expedite this? I'm sure you can understand the frustration that comes from expecting a service to be straightforward and then facing such unexpected obstacles.

Your assistance in clarifying these issues would be greatly appreciated. I look forward to a resolution that reflects the high standard of customer service I initially associated with Virgin Media.

Kind regards,

Mohsen Zarei

[Ashleigh_C]

Thank you for popping back to us @mohsen007g we are so sorry that this has happened and for the frustration caused, we understand that the process can be frustrating.

As this reward is given by Aklamio it is their team that need to reach out to us on your behalf and request notice, for that reason we would recommend returning to Aklamio and asking them for an update on the process of the reward. 

Thank you.

[mohsen007g]

this is the today's message from Aklamio:"

If your reward has been correctly registered in your Aklamio account after the order has been placed, it is given a pending status and awaits approval by the specific partner.

We kindly inform you that each partner has a different reward validation time. Some partners need up to 12-14 weeks to confirm the reward. The estimated processing time can be found on the respective partner's portal.

Please note that processing of the reward begins once the services have been activated and the cancellation period has ended."

[Ashleigh_C]

Thank you @mohsen007g 

Can I ask when the friend who was referred was installed and if both their and your services are still active?

[mohsen007g]

Hello,

Thank you for reaching out. Yes, I did spend some time reviewing our previous conversation to ensure accuracy in my response. As I mentioned earlier, my friend's broadband service was activated on September 18, 2023, and their service is currently active with a contract duration of 18 months.

As for my own contract, it is ongoing. However, I am concerned that there might be an unnecessary delay from Virgin Media in recognizing my customer status, which could potentially lead to a denial of the referral reward once my contract concludes. I hope this isn't the case, as it would be quite disappointing after being a loyal customer.

I'm looking forward to a resolution that acknowledges both our active services and honors the referral agreement.

Best regards,

Mohsen Zarei