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Ralsei
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Virgin Media - Appalling new customer experience

We're posting this here in the futile hope that someone, anyone, from Virgin Media can actually contact us about the below instead of the radio silence we have experienced for a week now. Apologies for the long post.

We signed up for Virgin Media as first time customers on the 9th April via a field sales advisor who popped a card through our door. We were told we would get the first 3 months of service free if we signed up that day. Having tailored the order to suit the needs of the household (we said that we could not place the order if anything differed from what we asked for), we were told that everything would be installed without issues on the day of installation. Quite frankly, the order would not have been placed if this was not going to be the case. Once the contract came through via email, we contacted the field sales advisor once more who again stated that we would get the first 3 months free (it wasn't mentioned in the contract email) and that everything on the contract would be installed on the 26th.

The service was installed in the 26th April and here's where it all starts to go wrong. So despite being told otherwise when we ordered, the engineer did not have all items on the contract ready to be installed. His work order was incorrect. We halted the installation at this point as the contract was not being honoured. However, as the internet from our previous provider was due to be terminated that night (working from home means internet is essential), we went ahead with the install, having faith that this mix up would be quickly corrected. The engineer apologised for the mix up and installed what he could on his work order, saying that he would write in his notes what was missing and then Virgin would sort it out. During the installation, the Virgin Engineer cut out the Sky TV cabling in order to reuse the entry point on the house to feed the Virgin Cable in.

We contacted customer services on the 27 April in order to find out what was going on with our contract. A customer service agent by the name of Josh told us that the full contract would not be honoured and that we would have to pay extra to have what we originally agreed with the field sales advisor. Furthermore, the first 3 months free offer was not applied to the contract despite us being assured it would be by the field sales advisor when we ordered. On top of that, the Hub 4 that was listed on the contract was not installed and we were provided with a Hub 3 (which is not fit for purpose). Finally, the 360 box that was installed sounds like a jet engine taking off and is unacceptably loud. Every one of these issues was dismissed by Josh so we ended the call with Josh as he clearly wasn't very concerned with the problems we were experiencing.

A formal complaint was raised on the 27th April stating the issues. We were told we would get a reply within 48 hours. It is now the 4th May and we have yet to receive any reply from the complaints team.

Since raising the issue, we have contacted the customer service team several times with the vast majority of those we spoke to being very understanding, agreeing that the contract hasn't been honoured but ultimately conceding that they're all powerless to help. One agent even directly messaged the Virgin Media complaints team member to whom our case has been assigned to urge them to contact us. We have still heard absolutely nothing back.

During that time, we have also suffered poor service with the internet connection dropping out. Something that never occurred with our previous supplier.

We absolutely regret ever having signed up to Virgin Media. We're a mere week into being Virgin Media customers and we're entirely fed up already. We didn't quite believe the Trust Pilot score the company has but wow, is it ever accurate. And we didn't have too look very far in this forum either to see that they've been pulling these deceptive mis-selling practices for some time now.

At this point, the only way forward seems to be to cancel within the 14 day cooling off period as it is clear that Virgin Media do not care that they have mis-sold their services to us and hung us out to dry. The lack of any proper response to correct the issue is nothing short of a gross dereliction of duty. Problem is though, as mentioned, Virgin Media cut out the Sky TV cables so we can't just switch back anymore and now have to incur the costs of Sky reinstalling their cabling (rest assured we will be invoicing Virgin Media for any costs incurred as a result of this debacle).

Overpromising and underdelivering. That is the take away from our first encounter with Virgin Media. The feeling now is that we've been hoodwinked by the worst company we have ever dealt with and we fully intend of taking this further with the ombudsman.

The stress and frustration Virgin Media have caused us is entirely unacceptable. So, if there is anyone from the Virgin Media complaints team reading this, please get in touch.

 

 

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-tony-
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Re: Virgin Media - Appalling new customer experience

not much i can add other than call backs rarely if ever happen - that just adds to your frustration

the cutting of Skys cable is something they all seem to do - the number of posts on here where the reverse has happened is too many to count - does not help you other than unlike VM sky's cables are nothing special so repair is easy - you dont need sky to do that - 4 f connectors and a joint piece and you will be back up and running - thats assuming you have cable - if not ebay is your friend

that does not make right what happened but if that helps then great

sales men promise anything that they want to get the order it seems - staff here might be able to get it honoured if you have it in writing - not questioning thats what was said but without it in writing its difficult

as you say you have 14 days - use that if you want - you need to ring - that notice may prompt further offers but be careful not to go over the 14 days

VM have supply problems with the hubs at the moment - that may be the reason you got a hub3 but the 4 is usually only fitted on the 1gig package - if you are on that then they should not have left a 3 as it will not give the speed

as to the 3 not being fit for purpose - it works its not great but neither is the 4 - getting that if you do stay will not be an upgrade to the hub if thats wht you hope for or have been told

staff will get to the thread and may be able to help or at least clarify points - but the 14 days are finite - miss that deadline and the contract runs

____________________

Tony
Ralsei
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Message 3 of 8
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Re: Virgin Media - Appalling new customer experience

Thank you for replying Tony.

We do have everything in writing, the contract itself for starters. The field sales advisor himself is pretty shocked at how this has gone and no point has he denied selling us the agreed package and first 3 months free offer. He has raised the issue with his manager but has yet to hear anything back himself. Seems this company has serious internal communication issues. Departments existing on islands with no means to relay information between each other.

Regarding the 14 days, a few customer service agents have told us everything Josh said to us was incorrect - we wouldn't have to pay anything extra for what was already in the contract - and that whilst the issue was unresolved, the 14 day cut off period wasn't something that applied. But we're not going to wait around forever. Cancelling is going to be a pain too, no doubt. We could reconnect the cables as you say but would have to waterproof the join to prevent water getting in as it'll be on the outside of the property. Plus, Virgin cut it. They should fix it. But they won't as accountability is a foreign concept to the company.

We never would have dreamed that Virgin would have been this awful at resolving the issues though. There is no doubt we would have not had their service installed if we'd though for a second they would breach the contract and just start ignoring us once they had us in their back pocket.

 

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-tony-
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Message 4 of 8
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Re: Virgin Media - Appalling new customer experience

i can only give you my opinion based on a good few years helping on here - the 14 days is finite - i would take what agents say with a large pinch of salt - if you can get it in writing that they will extend it whilst things are resolved then ok - but word of mouth i would not accept

same with what the saleman said - they may agree with you and promise you it will all be sorted but again it needs to be in writing

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Tony
Ralsei
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Message 5 of 8
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Re: Virgin Media - Appalling new customer experience

Appreciate the input Tony.

Yeah, its all in writing. We have text messages and the agreement is provable. Plus call recordings are easily obtained with an SAR. We already know the cooling off period has been extended by 7 days to the 17th May - one of the CS agents did it for us earlier - but we need this resolving sooner than. If not, its onto CISAS.

The main reason we are posting here is to exhaust all avenues available to get this resolved. Hopefully a member of the forum team can intervene.

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Zak_M
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Message 6 of 8
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Re: Virgin Media - Appalling new customer experience

Good morning @Ralsei 

 

Welcome to the forums and thank you for taking the time to post. 

 

I am so sorry to hear that you have had this experience, it far below the level of expectations we aim to provide. 

 

I would like to try and get all of this sorted for you. 

 

I am going to pop you over a PM so that I can get some account information, you can find the PM in the purple envelope on the top right of the screen. 

 

Kind regards,

Zak_M 

 

 

Ralsei
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Re: Virgin Media - Appalling new customer experience

Hi Zak.

Thank you for the reply. A private message has been sent your way. Hopefully we can get this sorted out otherwise we will be leaving the service.

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Zak_M
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Re: Virgin Media - Appalling new customer experience

I will do my best. 

 

I am just waiting for the image to be approved and then I can look into things further. 

 

Kind regards,

Zak_M