Yesterday my wifi broke again, second time in a month. First time they sent an engineer, this time I had to turn my wifi hub off about 5 times then they wanted me to connect a cable from my computer to my wifi box. I don't have a cable so they said they would send one. All I have is a computer, no laptop so impossible for me to connect as all in different rooms. I explained this and that I was a vulnerable customer and had been at home for 10 months and needed my internet to keep in contact with family. I spoke to 3 people in Customer Services (not UK based). The 2 guys were not exactly helpful and one said he would ring me back but never did. The lady I spoke to was downright rude and kept insisting that I connect the non existent cable and none of them would send an engineer unless I paid them/virgin £99. I did get tearful on the phone because I was so frustrated but it left no indent on her.
Ive tried speaking to the leaving team which is normally UK based, but all I get is the same customer services team.
I have been with Virgin for 25 years and have never been treated so badly. I am on my own at home most of the time and this experience has left me feeling very very tearful and low.
I am today signing up with with BT as I have no other way of getting my internet fixed. I will be writing a letter of complaint to Virgin and want answers as to how this can happen and will fight if Virgin try to charge me for leaving early.
At least I am a little computer savvy but imagine if someone who wasn't got this team to deal with.
