Absolutely apalling customer service that's made me want to cancel my plan.
I've been using Virgin for 9 months, and the whole time they haven't been great. My WiFi is incredibly unreliable and constantly loses connection. However, I stuck with my plan as me and my housemates are only students and believed we couldn't reasonably afford anything better, and didn't want to deal with the hassle of cancelling and finding something new. Today I receieved an email telling me I had an outstanding balance in my account. This was 5 days after my bill (newly increased in price, may I add) had left by bank account via direct debit, and I could see the transaction in my banking app. Naturally I was confused and didn't want any late fees or restrictions, so I tried to log into my account for further answers. However, I'd forgotten my password and the password reset email refused to be sent to my inbox, no matter how long I waited or how many times I tried, so I called the customer service line provided. Unfortunately, instead of being transferred to a real human being, I had to deal with an automated voice. This was an absolutely abysmal experience, way worse than any other automated customer service line I've called before. Not only did none of the options pertain to what I was asking, the automated voice refused to transfer me to a real human until I could provide my password, which I kept explaining I couldn't do. The continued repeats of "please state your password" no matter how many times I tried to make it go back or change tactic were infuriating. I had to call three seperate times, twice asking specifically about changing my password, and the third I gave up and simply talked about the error in my balance. When I called regarding my balance, it gave me a solution completely unrelated to my issue, and then hung up on me. Not to mention each time I called it sent me a bunch of texts begging me to download their app and log in to my account. Eventually I had to give up on their phone line as it was getting nowhere and tried their chat system on their website. I had to again deal with automated answers trying to figure out what I was saying before I was finally connected to a real human. One person I was connected to never answered me when I asked them a question and I had to disconnect, and after going through three individuals I was eventually told that I couldn't log in because they were having issues with their website, and the outstanding balance was an error and the email was just "a reminder" (despire it coming 5 days after I'd paid the bill and specifically saying the words "you have an outstanding balance on your account"). This experience left me incredibly drained and frustrated. Once me and my housemates have moved out of this house I know I will be cancelling my plan immediately and telling everyone I know not to use Virgin. I already had an unfavourable opinion of them due to their terrible broadband service, but their abysmal customer service is the nail in the coffin. In fact, the only reason I'm writing this here is because they don't have a customer service email I can send this to. (Seriously? How am I supposed to talk to a real human at this company when your phone line is automated and refuses to connect me to a human, and the people in your online chat service ignore my questions.) Sorry, Virgin, but I won't be paying your fee hikes anymore if this is what they get me.Cancelled engineer visit and lying about the service
So my broadband has been out since yesterday, the Hub3 is showing the WiFi light on green and the status bar flashing green. I arranged an engineer. Got an email just now saying they've cancelled the engineer because it's a fault in the area, then an email to say it should be working now - and it isn't. And now I have to wait longer for an engineer. Thanks for lying to me Virgin.Internet is down after moving house.
I have recently moved house and plugged the router in l, however we don't have Internet access. I am able to connect to the router but the router itself does not have Internet access. Hub-5 says that the Internet (Access Denied) and I'm unsure why. I have been on the phone with customer service and each and every person I have come into contact with thus far has tried to solve the issue a little, then upon realising they don't know how to solve it, sent me back onto the queue and got another person on the phone. Rinse and repeat for hours. I'm trying to remain patient and collected, but this is a consistent problem I have and it is starting to wear me down. I want my Internet access issue resolved first and foremost, but I am also close to closing my account if this treatment continues.Contemptible
I've been on the online chat for over 4 hours today trying to get a resolution. I renewed my contract on 2nd March, via the renewal email that I got from Virgin. I got an email today saying they'd be taking a payment of more than £50 above my usual cost. Contacted them and was told that I hadn't "accepted the order within the required 7 days". I asked repeatedly where in the email or the pre-contract info that it says I am supposed to respond at all, let alone within 7 days, and got absolutely no useful answers. "Maylem" was beyond unhelpful, patronising and ignored all of my questions. This exact thing happened to two of my family members in recent weeks. It's a disgusting tactic by Virgin aimed to trick loyal customers into falling onto an expensive rolling contract. When you get in touch with them, they say they can no longer offer you the original renewal price. But when I pursued this problem on behalf of my father-in-law, I got through to someone half-decent who said they'd honour the original renewal price by creating a new contract at the higher price with a recurring credit to his monthly bill to bring it down to the original price he was offered. The service from this dogsh*t company is utterly contemptible. I've now cancelled, but they're taking today as the start of my 30-day notice period, which means in a few days I'll pay over £140 for a "service" that's supposed to be £90. They're also having the audacity to charge a further "final" bill of £30 in May. New customers can get the same contract that I had plus an iPad for less than what I was offered at the original renewal stage. These forums (as well as others like Reddit) are absolutely littered with people like me who can't work out why their contracts suddenly massively go up in price only to be told there's some non-existent "you must accept within 7 days" thing in the contract. It doesn't exist. It does NOT say anywhere that this is a thing. Is it written in invisible ink? The first guy I spoke to online told me that "online renewals don't go through most of the time". Are they not a COMMUNICATIONS company? How is it that online renewals don't work most of the time? Virgin Media are a f*cking joke and I will be writing a complaint to the Communications Ombudsman. They're breaching Section 50 of the Consumer Rights Act 2015.Impossible to Speak To Exec Team
I have been trying for 3 months now to sort out a billing problem for my daughter. Initially this was being dealt with by Deborah in the Executive Team in the UK. I can no longer get through to her. Customer service on the phone saying they 'don't have the facility' to transfer me. I have emailed the exec office email countless times and get no response whatsoever. . WHAT AM I SUPPOSED TO DO??No renewal contract but Netflix downgraded
I renewed my package as per my online account which stated ‘Choose this deal and keep your current Virgin Media plan without losing anything.’ I received conflicting information and prices from Customer Services, but in view of the above statement and that my pre contract documents stated ‘Netflix Standard’, I renewed. I have today received an email from Netflix confirming my plan is now with Ads. However, I have not even received my formal contract documents from Virgin and my account has not even been updated. Virgin have misrepresented the renewal of my contract. It stated in writing I would not lose anything and therefore my services should be exactly the same as what I was receiving prior to my renewal. Additionally, my online account stated one price 2 months before renewal, but increased the cost 20 days before it was due. Nowhere did it state that the price would increase the closer it got to renewal. I am now paying more for less!!! The service from Virgin is abysmal. I have been a customer from 20+ years. At least it seems that Sky are upfront about their services and charges. I expect to receive what I signed up to (the same as I had before) and I will take this matter further, but I am unsure what steps to take, as when you call Customer Services they are very unhelpful and previous experience with the Complaints Team is that they do not actually read your complaint. Any advice?TNT Removed from package
Hi - I am furious that TNT seems to have been removed from my package despite it still showing in 2 places on 'My Account' page as being included in the Maxit package. Inclusion BT/TNT sports was the thing that persuaded me to upgrade to Maxit TV package on an unsolicited marketing call. When I logged on to watch the cricket I discovered it had disappeared, at first thinking this was a technical issue I contacted customer service and after 3 hours on the WhatsApp the agent was still unable or unwilling to say that it had been part of the package and removed or explain why still shown in graphics on my account page as part of current service. All they could do was try and charge me an extra £18 to watch it!! I am still waiting for a response to the complaint I have submitted but suspect will be pointed to small print in T's & C's which I will have to accept. Still is around happy customer service and value for money so at least only need to wait til December to break all ties with VM and go elsewhere.
