I was supposed to have a seemless upgrade on Saturday from V6 to TV360. It has been far from that. I was not able to upgrade as directed so contacted customer services. They said they will do the upgrade from their end and promptly managed to stop all channels including BBC/ITV/Ch4/Ch5.
They did not know happened so put my through to the technical support team on WhatsApp. 8 hours later I was told I needed a better package and did I want it for an additional charge. When I pointed out my package was working without any issue. I was then told was a local problem it would be resolved the next day.
The next day it was not. Despite going back on WhatsApp. No one replied all day!
Folliwng that I went though an endless list of questions again to get through to an adviser. This was unsuccessful.
Yesterday I managed to speak to someone named Diana who said they will call me back at 1pm with a fix. They did not call.
Meanwhile I still could not get through on WhatsApp.
Today, 2 hours later having spoke with 6 different people/departments I was given a variety of differing excuses and still no resolution other that a promise it will be all up and running by 1130am tomorrow.
I explained that living with two young boys and no TV for 4 days now without any resolution is not satisfactory. I asked to make a complaint. After trying to persuade me not to complain they raised a complaint. As soon as i got of the phone there was an email to say the complaint had been resolved. It has not!
My questions are:
1. Why ae the upgrades from V6 to TV360 so difficult? my error code is 7400 bit having spoken now to 8 people and sent 4 WhatsApp messages no one at Virgin knows what to do.
2. Do customer services not keep a record of what is happening in order to save repetition?
3. Are customer services always this poor?
4. Who may I complian to so that this can be looked at properly.