Forum Discussion

vodcoke's avatar
vodcoke
Joining in
7 months ago

Fraudulent Practices

Hello, I am seeking advice on how to file a complaint against Virgin Media for fraudulent practices.

My sister switched from Sky to Virgin Media on my recommendation. We chose the 500mb package with basic TV and phone for £44 per month. The equipment was scheduled to be sent out on the 4th of September, and an engineer was to come for installation.

On the 4th of September, no equipment arrived, but the engineer installed his own box and hub from the van, saying it was fine. Everything was good until this Monday when Virgin cut off all services to the house, leaving us without TV or broadband.

After multiple phone calls over four hours without a resolution, I spoke on behalf of my sister on Tuesday evening to a pre-installation team member. They advised that we would have to wait until Saturday for new equipment, but if we upgraded the broadband to 1 Gig at an additional cost, they could switch the services back on after midnight that day. We agreed to this to restore the services. However, this did not happen, and this is where Virgin Media has been fraudulent in getting us to upgrade our package, and it still doesn't work. @moderators, who is the best person to contact before I seek further advice? We did record all calls with agents for proof.

  • goslow's avatar
    goslow
    Alessandro Volta
    7 months ago

    Sounds like a case of blatant mis-selling.

    Seems it is now wise for any VM customer to record any and all calls with VM these days.

    Maybe the VM forum team can help when they get to your topic (usually within a few days).

    If not, it is a case for escalation to the ombudsman via the process below.

    https://www.commsombudsman.org/our-process

  • vodcoke's avatar
    vodcoke
    Joining in
    7 months ago

    Yet again another promise that the services would have been turned in overnight has NOT happened, is there anyone from Virgin that can  help?

    • Gareth_L's avatar
      Gareth_L
      Icon for Forum Team rankForum Team
      7 months ago

      Hello vodcoke.

      Thanks for your first post and welcome to our community.

      Sorry to hear about the issues your sister has faced with her account.

      From here we would only be able to help investigate with the actual named account holder and not a 3rd party.

      The exception being if you have power of attorney on the account.

      It would be best to use the contact details here Once security has been passed by the account holder, you will then be able to speak on your sisters behalf.

      We do genuinely want to help, it's just some things on our community are beyond our support scope.

      Gareth_L