Hi - I wanted to write in to share my horrendous week long experience with virgin media. I tried to submit as a complaint via your form but it is restricted for 900 characters- why is this? I would like to share the full experience with you so that your business may realise how ridiculous your customer service processes are and so someone might actually address my issue.
It all started when I phoned up to renew my contract- I was told I couldn’t renew to the contract price that was on the website I had to go with the deals the rep had access to which were at least £14 more expensive a month than the current price on the website. I was told that the only way I could get an online price was to cancel and sign up on the website but the wait time on installation was apparently 3 months (this sounds inaccurate to me & likely a lie)
The rep said I could renew for the exact package that I had been on for £20 more a year which I agreed to.
he said it included 1gig internet, tv and 2 SIM cards.
I later found out from another rep that the internet speeds I purchased are unlikely to come to fruition for a long time because there’s a fault with that product (issue 1) and more importantly the rep forgot to order my partners SIM card despite us discussing at length during my renewal (issue 2). I only
Agreed to renew because that price apparently included the internet speeds & 2 SIM cards.
He also forgot to book in the engineers visit that I requested to fix our virgin outside box. (Issue 3)
When I phoned to get the missing SIM card sorted- the rep said he would sort it but his system was down and would ring back later that day to fix- he never phoned
I rang a few days later and the rep said he again fixed the issue and ordered my partners SIM card - it never arrived.
I phoned again and was transferred between the houses. Every person said it was not possible to fix or transferred me to someone else (o2, media services, virgin mobile- no one would help). 2 people said they were transferring me but actually hung up. Each time I rang back i had to wait on hold to speak with someone.
I was also informed that not a single note had been left on my file by anyone I spoke to- since I purchased the package. That means those 2 people who said they’d fixed the issue had lied and deleted any record of our conversation
One person submitted a mini complaint form & said someone would ring back within 2 hrs to fix - they never phoned. When I rang back the gentlemen said they couldn’t ring me back in 2 weeks well after my partners SIM card would be cancelled & he’d be without for two weeks. I asked to speak to a manager & He hung up instead of trying to help find a solution so my partner wouldn’t lose his phone network. I then phoned up again and spoke to someone about buying a new SIM card now & I’ll retrospectively get virgin media to fix the contract. Finally I have a SIM card on its way but I shouldn’t be paying for something that’s meant to be in my existing contract.
My experience has been incredibly stressful, ending in tears after feeling helpless & so frustrated, I’ve spoken probably to 12 people over 6 hours of calls. I’ve never raised my voice or been rude- I’ve calmly been trying sort out this issue but not a single person actually helped & many lied. I just want this sorted once and for all- so I never have to speak to someone from Virgin again - I want what was promise when I renewed
