New customer

[aouc]

I decided to sign up for Virgin media ultimate volt on the 8th. since then I have had to spend over 2 and a half hours on the phone and have been hung up on multiple times.

My first call was on the 9th because I was being charged an install fee when the package was advertised no install fee. This got resolved but why was it ever added to my account?

The second was yesterday. I received my self-install kit but could not get anything to work so called customer services they told me they would activate my boxes. I was then put on hold while they waited for them to work after 25 minutes I was hung up on and nothing was working.

Today I have made three calls trying to get my services working. After over 30 minutes on the first call, the agent put me on hold then the line went dead and I was hung up on again. The second after waiting over 20 minutes an agent picked up the call and immediately hung up. By this time I had decided I could not stand the customer services and wanted to cancel but was told I can't.

Is Virgin media's customer service always like this? on calls I was asked for my email address 3 times in under a minute and my bank sort code over and over again. I understand English is probably a second language but they don't seem to know what they are doing. Is there any way to talk to someone in the UK?

I am also worried that at the start of every call in the last six days I'm told there is a really complex issue with the service in my postcode is this why they can't get it to work for me and keep hanging up on me?

[Tom_W1]

Hi @aouc thanks for your post here in the Community, although I'm sorry to hear of your concerns raised.

It's disappointing to hear of your experience to date, I can fully appreciate your frustrations here.

Have you been able to get the help you need since your post here? 

In terms of the activation that didn't work for you when you get your self-set up kit, was this because you didn't have your wall socket in place for Virgin Media services or did everything seem as it should be?

Please let us know if you need further support and we can take a closer look into this for you.

Many thanks

[aouc]

Hi Tom

Thanks for your reply I have previously been with virgin media but left because the broadband connection would be down for at least a day a week and needed to have a second connection as a backup so left. All the cabling was in place and I disconnected everything and have only got the broadband modem attached to the master socket. I work in IT and telecoms so would like to think I am competent and know what I'm doing. 

As I have previously said at the start of every call I was told there is a fault in my postcode but if check online there is no fault and both of my neighbours have VM and currently have no problems!

Anyway, I have now managed to speak to someone in the UK and they were very helpful but still don't think I'm getting the truth as my contract started on the 12th but my current provider has not been informed I'm moving my phone number.

In the conversation I had with customer services I was told the problems in my area will be fixed on the 22nd and everything will just start working. I will wait and see but at the moment I have no trust in virgin and don't think I want to be locked into an 18 month contract.

[Natalie_L]

Hi aouc, 

Thank you for your reply. 

We apologise for the issues you have faced since returning to us. 

With your landline number, I would like to check that the port in has been successfully requested so I am going to pop you over a private message to confirm a few details. 

Please check the purple envelope for a message from me 🙂 

Thanks,