Nothing but problems since day one!!!

[Morephun]

So here we go, had the router and steam box installed on the 16th of December..engineer came installed (spent most of his time talking to a mate in another van outside for an hour)we were told leave it a few hours the light should turn white and we can get started, so off he went.

2 days later still orange light, so we rang virgin(over and over maybe upto 10 times to get this resolved) no one knew what was wrong so engineer visit was rebooked for the 30th december(so no Internet for us or the kids over Christmas!).

New engineer came on the 30th of December and replaced the router, so when I came in from work he didnt even plug in or test the stream box..I had to do this myself...all to find out the remote for the stream box was fsulty(rang virgin 8 times to get a new remote) finally got one in the post a week later.

Great, can now get to start using virgin media..seen some great films me and the kids want to watch...and guess what

 

I want to actually spend money for films and I'm denied....20 times...yes 20 times we have rang to try and get this fixed, "we'll call you back...we'll have this fixed blah blah" 3 weeks it been like this..we have give up now and sick of trying to get this fixed so we can watch films.

Biggest farce ever this virgin media.

Not even any offers of compensation or phonecall to say sorry about all of this.

[Beth_G]

Hi Morephun

Welcome to the Community Forums. Thank you for taking the time to post here.

We're really sorry to hear you've had quite a few issues with your services since installation, it's certainly not the level of service we aim to provide at all.

I've sent over a private message so I can look into this further and address the issues you've been experiencing.

Kind regards,

[Morephun]

So after being contacted on here by an agent via message, their response in the end was that my stream box isn't showing up their end.

And that's it no more contact since, same as when we ring in they either don't know what to do or just hang up. What are my rights to cancel this whole thing?

[Morephun]

Still no contact avoid this company. How about booking an engineer for us to remove all this equipment?

[Morephun]

Just to add on to this as resolved all it took was another 3 phone calls with only the 1 time hung up on as they didn't have a clue.

We were sent out a new stream box. As soon as this was connected it worked straight away.. if I can take anything from this whole experience is as soon as the contract is over I won't be returning unless virgin get their customer service in gear as no one knows what's going on or who to contact for problems.

[Steven_L]

Thanks for coming back to us Morephun, I'm glad to hear that you have been able to get your issues resolved but sorry that it has taken so long and so much effort on your side to get to this position and it has made you want to leave, when your contract is up. Would you like to raise a complaint about the experience that you've had?

Kind Regards,

Steven_L