SOUK
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Joined 13 years ago
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Re: No internet. Network access : Blocked
We left virgin media because they left our family without internet for over a month, they completely physically disconnected our line to our property. Prior to leaving we telephone recorded all conversation with the Virgin Media's representatives that we spoke with (because that's what you have to do with this company), all of which clarified that we would NOT be charged for the month of down service. They then charged us, even though they knew their own staff and disconnected the line: They also informed us (on recording) that they would forward me a cheque for a hundred and something pound (will have to go back through my recording for the exact figure) for the inconvenience caused as a form of compensation for the month of down service and hours and hours of telephone calls and emails. They also accepted that the had made a major mess of everything, knew we were out of contract, knew our line had no connection so they accepted a notice to quit their horrendous over priced under delivering service. Not only have they NOT issued our compensation as promised and agreed (which evidence of that is on both their telephone recording system as well as our own), they've also since continued to raised bills against an account which was supposedly already closed. I've literally just received a bill this morning for another £57.93 for 100Mbps broadband only a month for a service which we no longer have with virgin media, we don't even have a working line to our property, and yet the scammers have continued to raise bills against us and this is while they're still yet to pay out compensation money. Check our line, its not been working for months, we don't even have a connection. Can your company actually get anything right? We have already left your company and are with a completely different reliale provider which supplies us 1150Mbps download for a mere £17 a month, whereas you "VIRGIN MEDIA" was charging our family £57.93 a month for a pathetic 100Mbps broadband only. Not only was Virgin Media financially hammering our family, causing us financial difficulties for a pathetic ultra slow broadband package, taking food away from our kids mouths. Not only did they over charge us, they also didn't even supply a connection to our property. You over charged us a rubbish internet speed, took money from our accounts whilst knowing your staff add already completely disconnected our line when they went out to fix a network fault months ago. This is your notice, if you attempt to take any more money out of our account and put our family in the we will do a gofundme or find the money somehow and sue you. If you don't provide us the agreed compensation, we were owned, again, we're going to sue you. If you don't return any funds that was agreed wouldn't be removed from our account; again, we're going to sue you and we're going to go to the press. I've screen recorded this, as evidence of notice.Re: No internet. Network access : Blocked
17 going on 18 days later and Virgin Media still hasn't restored our broadband service to our property since their actual team caused disruption to our service. Meanwhile, Virgin Media complaints procedure staff have continued to mark all of our raised complaints via their website complaints procedure form as case closed and this is before anything in those complaints has actually been addressed, resolved or services restored. You couldn't make it up.... With regards to the service status page @JBRENNAND, I'm fully familiar with the types of procedures one should carry out mate. I literally use to be one of their service engineers who repaired their exchanges and CATV stuff for years, equally I'm fully aware of their bad practices and failures too. We just want our internet back online. It worked perfectly fine, then they sent out an SMS to say theirs an 'Area Fault', even then it was still working completely fine, then minutes later everything goes down. A while later we get an SMS to say they've completed their works and everything has been restored when it hadn't. We contacted their customer service minutes after that last SMS to have them make aware whoever it was within their company who was working on our area has interfered with their network further caused a bunch of outages. 17 going on 18 days later they've still resolved absolutely nothing. We've called, emailed, completed complaints, contacted them on social media and still no service has been restores. We've requested multiple times that all correspondence with us be carried out via email so we have record and even that hasn't even worked out for us, specifically because they keep closing our raised complaints before anything is fixed. Also the complaints page is showing a bunch of coding errors.No internet. Network access : Blocked
Virgin media currently charge my family £57.93 a month for M125 broadband service (133mb down / 20mb up), which includes no phone service, no tv package service, poor customer service, regular reliability issues and now no Internet connection at all at this point. Its bad enough we're already financially penalised by Virgin Media for nothing more than simply not-wanting to enter a long term contract during a period that our country is on its knees and other uncertainties with work. Why not offer short term contracts to existing customers with everything in place already? Anyway, as a result of that Virgin Media has taken it upon themselves to slam our family with a ridiculously high premium for their m125 broadband package which would usually be just £25 a month, instead we're charged £57.93 because we simply didn't submit to an additional contract. God knows why they'd want to financially impact our family like that, especially considering we've been committed to them for the last 20+ years, most of which has always been out of contract and never incurred aggressive hyperinflated prices like we're currently experiencing out of contract right now. For example we use to pay around £27 a month for this exact same package out of contract on the run up to covid, but now they've ramped it up to £57.93 a month and they believe that's totally reasonable. Forgive me, but I don't. Keep in mind other ISP / Broadband competitors such as London's Community Fibre and others only ever charge an additional £4 a month out of contract increase to their customers, why is Virgin charging us over double the price? The M125 Broadband package Virgin currently charge £25 on their website right now but then they'll skyrocket the price the second your contract expires. Now if we were with Community Fibre and our £25 a month contract expired, they would only increase our monthly charge by just an additional £4 more a month for not being in contract. Why does virgin choose to financially hurt its customers? Also to make matters worst, even though Virgin Media ramp up your prices, what have we got at the end of the day? I'll tell you......'NO INTERNET'. We haven't had internet for nearly a whole week now because someone at Virgin Media team has chosen to mess about with their network. They claim it may have been some unplanned unforeseen fault. I'm not buying it, as when you google the similar fault you can see others have experienced it and it was a result of Virgin medias staff tampering, which for a professional business would be a foreseeable issue. When I login to the Virgin Media Home Hub 3 I can see that Virgin Media have made changes which has resulted in the router reporting: No internet. Network access : Blocked So we're basically paying stupid prices and physically getting zero service and to make matters worst every time we attempt to call Virgin Media their automated answering machine service recognises our phone number, has us jump a bunch of automated hoops, only to tell us they're having service issues in our area and they simply disconnect our call. So we login to their website and they report they are having issues in the area and suggest a time and a date that it will be resolved, but the only problem is that the time and date keeps changing and getting further away every date, continually failing to meet their own suggested targets. Mean while the kids can't play their video games or log in to their schools portal to do their home work. We don't have a TV licence (so no live broadcast) but do 100% rely on virgins broadband to operate properly and for us to be able to watch non live content on our smart devices which now none of us can do, but you still charge us hyper inflated prices. What gives?Re: No internet. Network access : Blocked
Good on you. You know what's mad, look on Statista website, its a statistics website for everything. Did you know this: At the start of covid, and all the way through it, at a time that people were being laid off, ill, dying and couldn't work. Virgin Media increased their prices all throughout and used the words in their letters they continued to mail out saying something along the line of due to the current circumstances of C19 and blah blah blah they were going to be increasing their prices. They basically made it look like they were one of the companies majorly negatively effected by the C19, which couldn't be further from the truth. Statista shows that Virgin Media had record high profits during that period, in fact it was higher than the few years leading up to C19, and they still chose to fleece us. Prior to C19 i paid £27 a month out of contract, now I pay nearly £58 out of contact since C19. Virgin is a morally broken company with over priced prices and allot of broken services.Re: No internet. Network access : Blocked
I'm in the exact same boat as you. 10+ years out of contract. Currently being charged £58 a month for M125. I honestly hate this company. They have abysmal customer service and abysmal reliability. I've lost count of the amount of times I've literally had to go and close their BOX across the street with all the wires dangling out, and years later they still haven't replaced the locks or replaced the bent doors, shocking. Now I have the exact same issue, internet all went down, I got a bundle of texts 1hr after it went down saying they have an issue. I then get a text saying its going to remain that way for a couple of days, i then get a text saying its been repaired. The fault wasn't repaired at all. The router itself within its menu reports Network Access BLOCKED I've never missed a bill in, paid direct debit for over 20 years, the fault only materialised when they themselves tampered with their network. Like you I'm leaving them but to join Community Fibre who will offer me around 1GB down, 1GB up for a mere £25 which is 60% cheaper than what Virgin Media currently choose to charge me and its 8x Faster download and 50x faster on the upload. Virgin media have lost the plot if they think they can keep treating people like they do. I only have to click my WIFI now to see just how man of my neighbours are using Community Fibre now on my street. They are loosing customers left right and centre believe me. Horrible company, roll on the end of the month.. I'm going to stick it out until black Friday which is the end of the month and then I'm gone, don't with virgin forever... 20 years with them and they treated me like crap, but I had to remain with them because they were the fastest at the time, but not anymore.
