Have I been scammed?
I have purchased a bundle which includes a Hisense smart TV as an incentive (have to say it was a big reason why I opted for Virgin Media in the first place), but there is absolutely no sign of the TV! I was told it’ll be delivered 45 days after installation, then 55 days, and we are now 75+ days and I’ve still not had it delivered. I’ve tried to speak on the live chat and just get told that the “back end team is working on it” and someone will be in touch within 48-72 hours, but countless 48-72 hour periods go by and there is no communication whatsoever. This is the worst customer service experience I have ever received, to the point where I am starting to think I have been scammed!! Has anyone else experienced this problem?2 month delayed install following move, but no refund on bills and reset contract length...
Straightforward really. VM gave me a confirmed install date in early August (house move). Eventually installed at the end of September. Have just receieved first bill...for full amount and with a 'new contract' date. Was expecting £6.24 delay compensation x 55 days, and also expecting my existing contract to be maintained rather than being re-tied in to a new one. Am more than slightly disgruntled. Best course of next steps? So much for automatic compensation scheme...feels a bit devious tbhDodgy lack of complaint registration? Recommendation: escalate to Ombudsman
I tried to raise a complaint in September and didn't receive any acknowledgement and no way of tracking the complaint. They also didn't email me my live chat transcripts. I just tried to raise another complaint and had the same problem on the web form - tracking number ****, and 'there's nothing to see here' when you click 'track your complaint'. I've noticed other people mentioning the same thing - seems very suspicious that they've been aware of this issue for so long and there's still no resolution. After 8 weeks since my first complaint I plan on escalating to the Ombudsman, I have proof of the issue and it's totally unacceptable to have no escalation route. All I've been trying to do is change my direct debit bank details - the bills page on my account just asks me to 'clear outstanding charges' endlessly before I can change my direct debit details, but then after making the payment you still can't change it. So you're essentially paying multiple times for the same terrible service just for them to ask you for the bill again a few weeks later. Just posting here to recommend that anyone else facing the same issue makes a complaint to the Comms Ombudsman. Even if you don't have proof of your initial complaint try to get in touch with them after 8 weeks have passed, just to see if you can get them to take it up. I think they need to be aware that VM aren't following their own process.Complete Install Failure
I wanted to share the experience I've had with Virgin Media's 'installation', as a word of warning to those considering joining. I'm a new Virgin Media customer, so the property required a full fibre installation, including running the cable from the pavement to the house. I noted the 'Preparing your property' section of my online account stated that their partner engineer will contact me to arrange the external work. To my surprise, I came home on Wednesday last week to discover they had 'completed' the external install already. As part of this, they fitted the external cable box to a chimney breast, and added a horrible looking concrete dam across the drainage channel that's part of the pavement, which still left a loop of cable sticking out. Somewhat fortunately the unset concrete forming the dam washed away in the rain, leaving even more exposed cable on the pavement. I phoned the customer support line to explain this install wasn't completed correctly, and that they would have to reroute the cable for it to be possible to complete any internal installation. I was told the external reinstall would be rebooked for today, and the previous internal install rebooked to also occur today. Apparently this would "put everything right" and ensure it would all be done on the same day. I phoned again to confirm this a few days ahead and was then told the previous advisor was mistaken, the internal install hasn't been booked, and can't be done today. I am rebooked for two weeks time as this is the next available slot, but can still expect the external reinstall to occur today. This morning, a very helpful engineer arrives to complete the internal install only. The one that was apparently never booked, and cannot be completed. He does what little he can in the time slot he has (drilling the cable through the wall in a sensible spot and leaving a length outside the property to be connected into the street) and suggests it's unlikely the external install engineer will appear. Sure enough, no external install is completed. I phone again, to be told they'll have to rebook a second time, and am again offered a date over two weeks away. In the meantime, I have two lots of trailing cable, a damaged wall, a trip hazard in the pavement, wasted a day off work, face having to take even more time off (with associated cost), and am without service for over two weeks. Naturally I've raised a complaint, but so far have been offered a pitiful amount towards my next bill and no actual resolution. I'd leave Virgin Media if I had any faith they'd restore my house to its previous condition. All the above is clearly dreadful customer service in response to a frankly idiotic install attempt. I post this in the hope Virgin Media get their act together, and to make prospective customers aware of how they sometimes operate. I have no doubt new customers don't usually suffer this, but the way Virgin Media have handled this case is something they should be aware of. Anon
Account Issues
Hello. I recently joined Virgin. I never received an account number and my router was meant to be delivered 11 days ago. Support is unable to find my account, however sales were able to find it and said the previous tenant has an active order at the apartment. How can this be resolved, support are such a pain to go through each time as they can’t comprehend the situation. Do I just go to a different provider at this point?How can I change the account email address without access to it? I am at wits end.
Can someone from virgin media please help I am at my wits end. The email address used to access my account is now defunct and can't be reinstated. To change the account email address the VM system requires... access to the old email inbox. The only email change process sends a verification email to the old address. How can I change the account email address without access to it? I keep being told I’m reaching maximum security questions after only 2 attempts and at this point I just want to cancel my account but cannot do so due to the email issue. How can this be resolved??New contract set up without my consent after moving house
I moved from a flat into a house and virgin media cut me off early due to the new tenant enquiring about getting Virgin Media in the same flat. That issue was sorted about a reconnection, and I thought that would be all done. In the process of trying to get reconnected, I must have given my new address to someone at VM because unbeknownst to me, a new account has been set up in my name at my new address. I have explicitly stated that I would not be taking Virgin Media with me to my new address, and have correspondence saved to prove this, so I was shocked when I have received a bill for £122.29 for a new account in August. I can't access this new account, as my email is only associated with my old account, which I have paid the final bill for. Who can get this issue rectified as I will not be paying the £122.29 I have received a bill for as I never asked for the services, have not received the services, and explicitly stated that I did not want the services. I have cancelled the direct debit to VM as I am sure that any money taken in eror would not be returned.Removal of virgin box in front of driveway
The virgin box is in the middle of my driveway which means that it's hard for us to fit in an extra car in the driveway and so have to park elsewhere. Is there a solution as to this box being relocated or removed because its quite tough to park without it damaging my cars.Contract confusion
I had a notification at the end of August telling me that my contract was expiring and informing my prices would increase. I then went through the process of choosing a new contract, signing it and getting all the confirmation & contract details through saying that my next payment would be £66 and then after that it would be £0.83, then every month thereafter it would be £33.95. So you can imagine my surprise when I open my emails telling me my next bill would be £70!! On my account online it tells me my contract has expired and offers me a new package for £36.89, but I already agreed to a contract. Where do these numbers come from? Is there a random number generator that offers up these numbers until the customer agrees they're happy? I have been trying to call customer services but none of the options help me with the above and every time I try to connect to speak to a person the call is cut off. This is ridiculous! I'm so frustrated, Virgin Media is a great provider, but their customer service stinks. It shouldn't be this difficult!
