Every time I get ready to call virgin media the muscles in my back get tight with stress and I feel a panic attack is not far away. This seems like a system designed only to torment you.
I am leaving the country in one month and I simply want to register my leaving date with virgin and cancel my broadband. This should be a simple enough process, 5 minutes? Ten minutes at most?
I called virgin customer services at 6pm this evening and got into a queue with music playing, after 20 minutes the line went dead. I repeated this three times, so that's an hour of waiting listening to music plus the time it takes to go through the menu/enter your details. The fourth time I tried a different route through the process (I selected the option of wanting to "discuss leaving" instead of "wanting to leave") - this time after 20 minutes I got through to someone who told me that they could not do it for me but that they would transfer me to their disconnection department that could help me. After another 20 minute wait listening to music another person answered, she said she would have to get someone to do it and that it wouldn't be long - I was put on hold for another ten minutes then she came back to tell me she was still there and that it wouldn't be long - after another ten minutes the music stopped and the line went completely quiet although I was still connected - I stayed on the line hoping that someone would eventually take my call, after five minutes or so of silence I heard some keyboard typing on the other end of the line just before the line went completely dead. I tried to call again but was met with an automated response saying that the lines were now closed for the evening.
My first call was made at 6pm and it's now 9:18 pm and I am no better than I was when I started more than three hours ago.
Can anyone tell me where to direct a formal complaint?
I also wondered if anyone knew what the implications would be of just cancelling my direct debit immediately? I have after all committed over three hours this evening trying to inform virgin of my leaving date. Am I to assume from their response to my calls this evening that they do not need to know????
