Spoke through a webchat team to resolve a network? wifi issue at my property over the last 4-6 weeks, was told the only resolution is to upgrade my package which i declined, i was then told if i log a complaint i will need to pay £25 for an engineer call out and the only possible outcome is an upgrade to get a pod for an cost above my upgrade. i asked if i could have a transcript of the webchat emailed to me as i want to log a complaint, to which i recieved a message saying his shift was finished and i got sent to the main chatbot.
i waited for another agent who read the notes and booked a technician for the next day between 8am-12 and logged the complaint to which i did not get any emails saying that the complaint had been logged, and to top it of the technician did not show up the next day
i rang Virgin who told me that nothing was in the diary yet i have a screenshot of the confirmed arrangements, who then booked another appointment for friday i asked for a complaint to be logged around the customer service, around 2 mins later i got an email saying the case has been resolved, which is untrue,
The technician arrived friday morning and changed the hub, however he could not fix the issue, i still have no signal upstairs in my property.
i WFH and my kids go high school and are not able to connect from their bedrooms or use their mobiles
looking at forums this seems to be a common theme of complaints not being taken serious, when i rang up and asked for a deadlock letter i was told i would get a call back to discuss, however i did not get a call back, very frustrating as a customer, i find it very hard to get through to a team member however im sure i wold get a response if i cancelled my direct debit
