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H009
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Virgin frustrating cancellation on purpose

I have found over the years when dealing with Virgin customer service that you spend the best part of an hour on the phone in a queue then someone eventually answers then they take all the details say they are looking at the system - Put you on hold - Then several minutes later cut you off. Over the years I have seen this pattern again and again. Its always when a negotiation is required - normally because they want to increase the price!

Is this pattern others experience? I'm sure I read in Which? article that this was against the rules as its effectively trying to frustrate cancellation???? 

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ryanahmed1976
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Re: Virgin frustrating cancellation on purpose

Yep.  Happens to 80% of all the calls made to Virgin over the years.  As I recall it never used to happen back in the Birmingham Cable days or with Telewest.

As I posted recently, for a communications company, trying to communicate with them is a crappy experience

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Natalie_L
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Re: Virgin frustrating cancellation on purpose

Hi H009

 

Welcome to the Community and thank you for getting in touch.

 

I am sorry to hear of your experience when calling the team.

This is not what we would expect to happen and I can assure you it is not intentional. 

 

Have you been able to speak to the team since posting to us?

 

Thanks 

 

 

 

Nat
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