Virgin Media Community

[Mani2]

[MOD EDIT: Personal info removed]

Virgin picked up a issue on our broadband by your end diagnostic ? and a so Virgin sent a engineer  to investigate!

He found a issue with the line and speed , which meant I was paying for a speed I wasn't receiving all this time!!

He made some changes to the hub and installed a new part in outside box.

He said a box to expand the Wi-Fi will be sent and there was no cost at all!

SO WHY HAVE YOU ADDED ADDITIONAL COSTS ONTO MY CONTRACT WHICH WAS NOT AGREED BY ME.!  Or STATED!

This seems a ploy by virgin to extract more cost from customers and I wish to raise a complaint and want ombudsman to look into.

There is nothin but complaints about Virgin and its tactics  on our Local area Facebook group.

This is disgusting at a time when people are trying to make sure they have control of financial issues.

Please let me know how this matter will be addressed as I have not agreed to pay anymore and your engineer said there is no cost!

[Kath_F]

Hi Mani2, 

Thanks for your post and I'm really sorry to hear about your recent experience. 

You can find our complaints code of practice, including how to make a complaint here however I am happy to raise this and get things looked in to for you. 

When adding on the Intelligent WiFi service, some packages include them for free but others there would be a £5 charge per month. We can check the package your on to see if the the service is chargeable. 

In terms of the speed being incorrect, we're not able to monitor every customer's connection individually so when there is an issue we do rely on you letting us know so we can help. Hopefully the connection side of things is working as it should be now but if not, just let us know. 

In order to raise the complaint and look to resolve it, I will need to confirm some information with you. I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,