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Loss of internet/very poor customer service

Cfrancis
Tuning in

Problems started in mid January when I was having intermittent Internet connection. 

Engineer came out on 26th January and tried to fix the cable and made it worse, causing complete loss of internet. I have been without the Internet since then.

Virgin arranged for technicians to come out on 10th February, which isn't great as I work from home, so I put in a complaint to resolution team and waited. 

On 8th February I got an email saying the resolution team tried to contact me, which is not true as I received no call text or email and neither did my wife, who they have contact details for. They then put a link in the email for me to claim compensation, even though a customer rep said it will be automatically applied, when I called them on the 26th. I clicked the link and it said that page can't be found. I replied to inform the resolution team of this and then got on the phone again to confirm with a rep that compensation will be applied automatically which they said yes it will. I have yet to hear back from the resolution team. 

Yesterday when the technicians were meant to come between 8am and 1pm, no one did and no one contacted me in any manner to update me. I phoned a rep again who cut me off. Phoned Again and a rep said someone will update me and they will be coming later that day as the previous job was taking longer.

I waited until 16:45 and phoned again as I needed to leave and pick up my child. The rep said I didn't need to be home when the work is being done, which is the 1st time I was told this! He also said they would be round before 6pm. I went out came back at 7pm and my Internet was still not working. I phoned another rep who couldn't tell me if engineers had actually been out to my address. She then gave a recall date of 23rd March, which is completely unacceptable. She also said the fix would take 2 people to complete, which virgin should know anyway and book accordingly. She then gave me a number of 02037065275 to call, which I called and is no longer in use and when I tried to phone back they office had closed. Showing she just wanted to get off the call and go home.

I phoned early this morning to get some answers and the rep said they would get a manager to call me back with some answers on why no one had updated me from virgin about anything and when the work is getting done. She said the manager would phone between 11 and 4.

15 mins later engineers turned up at my door to do the work. No one contacted me about them coming. Unfortunately because of the weather they couldn't do the work as the access they needed was frozen and they have to leave it to defrost and better weather then return but didn't give me a date when that would be as their contracted out be virgin. 

At 4:30 I. Rang back AGAIN and the rep saw my account was updated with a note saying a manager should ring me back. They tried to pass me to the field team to see what was happening and then cut me off AGAIN. I phoned back and the next rep passed me through to the construction team, who's office is closed at the moment so the automated service told me to ring back and hung up. 

So as I write this I'm on hold again trying to talk to someone who knows what's going on. I have spent hours on the phone waiting and explaining my situation multiple times. I trust no one to contact me from any team, especially the resolution team or a manager. 

For a communication company, no department actually seems to communicate with each other or their customers. I've never received a call text or email, it's always me contacting virgin. Virgin are happy to pass me links that don't work and numbers no longer in use. 

I've had enough of apologies, I want an actual person to update me who knows what's happening but I've given up on that happening as promises of contact never happen.

Even if I'm compensated the £8 a day for the loss of internet, it won't be enough to satisfy my displeasure at virgin

77 REPLIES 77

Looks like the 'Reaching Out' failed to work then Zak. But there again we are all having the same lack of response or replies no matter how hard we try to get anything done.

Zak_M
Forum Team (Retired)
Forum Team (Retired)

Good morning @Barzey

 

Thank you for coming back to me,  I did hear back from the team however what they provided me wasn't of any substance, my last response to them hasn't been answered, I have this morning emailed for further updates. 

 

Kind regards,

Zak_M

Well after the latest delay, which is now 7th May for fixing and was meant to be 5th April, I have decided to move provider.

This was the final straw, after so many delays I can't keep expecting their promises for work to be done to be performed. Even if they're super serious this time.

I did finally get a phone call from virgin asking why I'm moving. I said look at my account notes and ring me back. They never did

Zak_M
Forum Team (Retired)
Forum Team (Retired)

I am sorry to hear that @Cfrancis

 

Best of luck with your new provider.  If we are able to assist you further then please do let us know. 

 

Kind Regards,

Zak_M

I think you have been more than patient with them 'Cfrancis' - In fact gone well beyond that point to say the very least. Should they decide to pursue you for end of contract money, I (and I presume like possibly many others on here) are available for you to call if required to prove their absolute negligence towards their Customers.

I've been trying to cancel since Wednesday the first person called Graham said he cant authorise the cancellation without any fee which was promised by a Rachel Pepper when she credited me £100. He said a manager called Jason will call me back within 48 hours which he never did.

Now I'm on another call with a rep who can't do anything and has promised another callback from a manager, which I'm not holding out any hope for.

Can someone contact me, as all I want to do is cancel the policy with no fee as honered by management 

Hello Cfrancis

 

We can see from your account that you have spoken to an agent earlier today, we can see there is current a number transfer of the landline to your new provider. Once this has completed and account has been fully cancelled come back to us here and we'll ensure there are no charges as agreed.

 

Rob

The agent I was speaking to finally got a manager, surname of Watson, to look at my account and authorise the cancellation without any charges.

They said I will receive an email confirming this, but nothing has come through and that was 7 hours ago. I'm already set up with my new provider, but the agent said 24th May would be my last day of contract; even though I different manager said I wouldn't have to wait the 30 days.

So I'm needing that email to confirm my cancellation and the early exit and any other fee to be waived

Are you looking for the landline number to be transferred Cfrancis? If not, we can arrange for the account to be closed tonight for you.

 

Rob

I was on the phone earlier today for nearly an hour and arranged for the whole account to be closed (Internet TV phone) this should already be in the process and my account should have notes detailing this.

Along with incurring no early exit fee because of the lack of service. Can you confirm this has been arranged?