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mis sold package by a rep

Joining in

So, basically I've signed up to virgin via a "knock on the door" rep. having being offered a good package, he took all the details and promised my sky would be cancelled automatically, number port would be done and id have to do nothing

In a nutshell nothing was done, I've had to cancel sky myself, arrange the number port myself. And to top it off he set up the account with the wrong email address and spelt my name wrong. So after finally getting thru to CS ive now got a bill, which unfortunately is all wrong. Being billed for usage when i should have been on the anytime chatter package, and also activation fee which i wasnt supposed to pay

I've been promised call back from customer relations with no response and been on the phone hours now without resolve

Any help would be great


Forum Team
Forum Team

Hi @issak 

Welcome to the community forums 

Sorry to hear of all the issues that you've experienced as a new customer, It's very disappointing to hear about the issues that you've had with us, I can assure you that this is not the standard of service that we aim to provide.


I can see on the systems at my side that you have spoken with the team today and they have escalated this for you. Manager call backs can take up to 3 working days, I can assure you that they will contact to discuss further. 

Here to help 🙂
Virgin Media Forums Agent

Thanks for your reply. I did raise this last week with no callback hence I chased it up again today. I hope i receive a response soon

Hi, unfortunately it has surpassed 14 days, but i was unaware of the issues as the rep put through the account under an incorrect email address so i received zero correspondence. Only until i chased up customer services did i manage to clarify and update this and then received a bill that showed how wrong everything was set up

Hi issak,

Sorry to hear you've not received your call back, so I can take a closer look at your complaint I've popped you over a private message.