I was on a promotional offer which has ended and my package has increased by £35pm. I have called last night, was on hold for approx 1hr with no resolution. I called again tonight and I was on hold the first time for 1hr with no resolution, spoke to someone who couldn’t help and transferred me to a specialist dept who I didn’t speak to as I gave up after being on hold for 55 mins. I called back and chose the option to ‘leave virgin’. I got through after approx 25 mins, yet again no resolution but transferred to a specialist department. I am still on hold after 1hr and 10 mins.
i have my broadband, tv, telephone line and 3 mobiles with virgin. I have been a customer for many years but will be cancelling all my services as this is completely unacceptable!
On top of the recent price increase of £4.50pm over and above my package increase, I have issues with the boxes in my house regularly (I have 4 boxes) and recently the virgin mobiles went down I think 3 times in one month - July or August.
I am disgusted with the level of customer service. Virgin, you have lost a good customer this evening!
And actually there is also an issue with my daughters mobile, she has not been able to connect to the WiFi for 2 weeks. We have taken her phone to the apple store and they have advised that the phone has faulty hardware and to contact whoever we purchased it from......I’m 99.9% sure virgin will be as unhelpful with this issue and she will be left with a phone she can’t use and a contract we can’t get out of.
I've recently signed up to an upgrade/package change.
The contract order was quite clear on pricing with a bundle price massively increased, but a special offer discount of £18. So in 12 months time, the contract ends and monthly cost goes up. Meanwhile, I get a lot more 'dross' for £1.50 instead of the £3.50 annual increase. I did this all online.
Depending on how it goes, I intend to cancel/change bundle to a lower level in 12 months time.
The only problem I anticipate is that as a customer, its always been impossible to price/change mix/match the packages & bundles in the same way as a NEW customer.
So unless there is an editable offer I anticipate a painfull negotiation with customer services/retention.