Hello,
I've repeatedly tried to get the free Hub 3 upgrade to which I'm entitled (I've had a Hub 2 for the last 8 years I've been with VM).
I updated my package about a month back, making a few pound savings, and asked for the Hub 3 then, they said of course, that was ordered and would be with me 5 days later. A couple weeks later when that hadn't happened, I contacted support again through Chat, explained the issue and then had to sit through the agent trying to upsell me services, when I said I didn't want that, I just wanted the free Hub 3 they were quite displeased and put me back to the chat bot. I tried again, and spoke to someone else, who claimed that they couldn't help me and would connect me to technical support via the bot, they jsut sent me back to the bot too.
I then called up, and eventually (you have absolutely the worst phone system I've dealt with) maanged to get through to a human being. They weren't very sure how to order the Hub and said they had a lot of menus to look through and kept putting me on and off hold. After 20 minutes, they said it was all sorted and ordered and would be with me in 2 days. Nothing ever arrived.
The next week I filled out a complaint form, explaining exactly what had happened and that all I wanted was my free Hub 3 upgrade, to which I am entitled. This was the response:
"Your complaint was:
Cable > Customer Experience > Staff Conduct
We’ve looked into it and here’s what we found:
First and foremost we are really disappointed to hear we have fallen short of your expectations as a customer, rest assured the feedback you have provided will be raised with the relevant areas of the business to help improve the quality of our service.
We appreciate your patience in this matter and apologise for the delay in resolving the issue. I am sorry to inform you that we will be able to order a replacement box only when account holder is online with us over the chat or phone. This process is in place to make sure the security of the customer details. You need to speak to our faults team at below mentioned number, as they will run some diagnostic tests to know the issue and provide you with the solution. Since the order was placed earlier and you did not receive the equipment, our associate will process the replacement order accordingly.
For any help and support you need with your Virgin Media services, or on what to expect on the day of install, head over to virginmedia.com/help. I would also recommend checking out our TV apps like Virgin TV Go. You can download both of these apps to any compatible iOS or Android device.
Here’s what we offer as resolution:
Package > Extra info on package and product
We hope this works for you."
Which is useless. I didn't need a new 'box', it's the Hub I'm talkign about, and there's not a fault with it (other than it generally being flakey anyway), I just want the free upgrade I'm entitled to. That I've twice been told was ordered and I'd shorlty recieve, and both times nothign ever happened.
Are there any staff here that might be able to help me, please? It would be very much appreciated. Thanks very much.
