Just got done with the 6th call to virgin this week. One of my Pods never worked from day one. Kept blinking green and just would never connect. Called up and was told they would just send me out my 3rd. 2 working Pods evenly spaced and none of them reach my back room where I have my television. Can't use on demand without stuttering or online services in my living room since the day it was installed. Still no working 2nd Pod.
My Hub5 broke last week, melted around the coaxial with the connection falling out the box. Technical support told me to unplug it for a few mins and try again. Explained in great detail the problem and was asked what lights were showing. I explained I was working from home of a night (Team meeting, remote working and writing a book) and volunteering of a day, every day for xmas so they can just send out a new hub that I will pay for. They told me they could only send out an engineer to see why the box isn't working and if it can be fixed. Asked to go through cancellations and the guy asked me what the reason was and told me they couldn't help me.
Cancellation seemed nice enough, said they would send me out a new Hub5 and after a few calls back and forth to technical and talking to their manager, promised to send out a brand new pod as they could see what my problem was. Told me I would get my Pod on Tuesday.
Saturday came and delivery was around 5pm from yodel who I have never had a successful delivery with. I rush home, get an update telling me 11 stops away, then another update at 10pm telling me it's now at my local depot. No option to pick it up. Same thing happens on Monday. Call up Yodel and they assure me this never happens usually.
I call up VM and explain my problem, guy tells me that if it doesn't turn up that I can just order another one. So back through to cancellation and the guy asks me why. The lady at cancellation is helpful so I thought. I explain that I and my neighbours never get a successful parcel with Yodel and I'm told that if I don't get it, I can ask for another but of course that will be sent through Yodel. After speaking to her manager and then technical, she confirms they can send out an engineer with a Hub5 on Thursday (Today).
Tuesday comes and Yodel gives me an update telling me my Hub5 parcel is out for delivery. Of course it never will get here but by a Christmas miracle I see a guy delivering from a van just a few streets away. I ask if he has a parcel, he says no.. I show him my app and after a few mins he finds my box, open with most of the bits missing and only the Hub5 inside. No power adapter or anything else.
I call Virgin to cancel the engineer on Thursday but I am told an engineer was never booked. I ask who is delivering my new pod as it was Tuesday and wasn't delivered. I am told no Pod was sent out. I explain what I was told and the guy confirms it was all just lies. He tells me he will send an engineer to fix my pod the next day. Wednesday.
My fiancé tells me I should speak to cancellation as they might have a different system or maybe just cancel. I call up, ask to get through to cancellation and the guy asks why, I have to make up a reason but eventually he puts me through. The guy at cancellation assured me he sees that a pod is being sent out that same day "Tuesday" and I will get an email within 24hrs and a txt. He confirms no engineer is booked for Thursday. He cancels my Wednesday engineer because my problem is solved when I get my new pod.
Wednesday comes and I have no email.
Today, Thursday. I get a txt to tell me an engineer is coming out..... I get an email telling me I reached my maximum pods limit and no more can be sent out. I call up, guy tells me he will book another f*ing engineer to check my pod on Thursday in 1 week. Tells me a pod was actually never sent out and cancels today's engineer.
Lies to keep you from cancelling. No mention of my WiFi guarantee even though I'm getting between 1meg and maybe 12 with constant dead time in my living room.
I decided to write an entire chapter in my book to virgins stupidity. I'm not bothering to even connect my Hub5. My contract ends soon and I can't wait. Do yourselves a favour, go else where.
