Menu
Reply
  • 11
  • 0
  • 0
ajos1
Joining in
295 Views
Message 1 of 4
Flag for a moderator

price increase and downgrading the service

-

2019-08-28 18:25 to 20:01

I am IRATE!

Virgin Media Customer service must be bad when you actually have to prepare for the experience, making a cup of tea and moving to the super-comfy chair that you will not be able to leave for an hour or two.

So following another price increase, I decided it is time to downscale/change package before 29th August change deadline. Should have dropped the TV and Telephone line bits ages ago, as I never use them. But customer service (sic) is a punishment in itself.

So call 150...

After 20 minutes in the queue a person abroad answers, but says their computer is not working.. a sudden computer system upgrade meant they could not load my records and deal with my request straight away... and can I just wait a few minutes for it to come back on-line.

I am not sure why they answered the call if their computer was stuffed.

After 15 minutes of continual unnecessary bluster saying their computer might start to work again and can I hold the line a number of times.. they then say there are no offers on my account.

I say that I was not wanting offers as I was wanting to change-down/cancel my package.. they then put me in the queue for the specialist team being upfront that there was an additional 25 minute wait.. but this second queue has now surpassed 60 minutes.. Castles and A Higher Love on continual loop.

At 8pm.. after 1hr and 30 minutes.. the line just goes dead.

Arrrggh!!!

IRATE is an understatement!

 

[MOD EDIT: Subject heading changed to assist community]

0 Kudos
Reply
  • 902
  • 41
  • 94
Forum Team
Forum Team
222 Views
Message 2 of 4
Flag for a moderator

Re: price increase and downgrading the service

Hello ajos1, 

 

Thanks for your post on our community forum.


I'm very sorry to hear about the poor level of customer service you have received when contacting us to look at downgrading your Virgin Media package. 

 

I'm sorry this couldn't be sorted out for you over the phone and I have now sent you a private message so I can assist you further. 

 

Thanks. 

 

Dean C

0 Kudos
Reply
  • 1
  • 0
  • 0
Glob11
Joining in
215 Views
Message 3 of 4
Flag for a moderator

Re: price increase and downgrading the service

Took me over two hours to get through today. This is to request disconnection due to price increase. Needless to say that I was not in the mood to accept any offers when they finally chose to pick up the phone. 

0 Kudos
Reply
  • 1.61K
  • 80
  • 111
Forum Team
Forum Team
165 Views
Message 4 of 4
Flag for a moderator

Re: price increase and downgrading the service

Sorry to hear it took a good amount of time to get through to our team Glob11,

 

Do please let us know if you need any further assistance and we'll be happy to help where possible.

 

If you choose to continue with the cancellation of the services, I would like to take this opportunity to wish you all the very best in the future

 

Kindest regards,

 

David_Bn

0 Kudos
Reply