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katanalevy1
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Customer service staff lying about compensation

I've been a virgin broadband customer for only about 4 months now and have frequent connection issues and the first 3 weeks we had no internet, despite paying for it. I was patient at first and waited for engineers to come round on two occasions to finally fix the problem... for a week or so. 4 months later I'm still getting drop outs on the broadband line and the customer service staff I have spoke to have lied to me each time about getting a reduction off the next bill. They've lied about sending an email with a breakdown of how their refunds work. 

Has anyone else experienced this pitiful excuse for customer service? Anybody have any suggestions how I can get this charlatan company to actually fix the issue and refund me for all the time they have not managed to provide the service I'm paying for? 

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jbrennand
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Re: Customer service staff lying about compensation

This is the "official" compensation policy. See if your circumstances fit the policy. They aer unlikely to discuss it on here other than to point you to the official process for following this. Other community members may comment when they get here

https://www.virginmedia.com/help/automatic-compensation

https://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automati...

Un

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.