Ridiculous service
I have received 3 or 4 emails from VM telling me my package is due to expire and I can renew for another 18 months, which I was happy to do. However the latest email I got shows a price increase. I have, without success, tried to contact to get this sorted via Terri the bot and been put through to various humans and then I get cut off. I got as far as getting a cost from one agent which was not acceptable. I appreciate the agents are busy, however I am busy too. I am now an hour into my latest online chat and had no response from the agent for 25 minutes and counting. This quality of service, the fact the the broadband keeps dropping and I can’t get the same package as a new customer is the final straw and want to take my business elsewhere, however I can’t because I can’t speak to anyone at Virgin. I have been a customer for the last 15 or so years and never had many issues, but I have better things to do than sit about waiting on some bot to connect me. Game over.can’t make an account
When I set up my contract I never received an email or an account number or area reference. I then later recieved a text message from virgin telling me that my email address no longer existed so i had to register but I cannot make one due to having no account number or area reference. After about 30 mins on the phone about a month ago I managed to get through to an actual human and I explained my situation and was told that a letter would be sent to my address with a code to be able to set up my account over the phone. I still have not received this eventhough I was told i would receive the letter within a week. Also, my direct debit is no longer working to pay so I now have to make payments over the phone and I have to pay £7 more each time as they give me a late fee. I am so unhappy with my experience that has been ongoing for months.Poor Customer service - installation
Been a customer of virgin media for many years and sadly to say every-time I have had to contact them it has been the case of long winded conversations, lame fake apologies and going around in circles as if they don’t want to help but are only listening to the customer as though they’re on auto pilot and not actively present. One of the main issues out many issues I’ve faced is the internet connectivity, I cannot fathom the amount of times I’ve had to call in and not get the correct support or help needed but the advisor is always quick to suggest either it’s this or that excuse or that I pay more for a services (“to improve the services/ connection”) no why should I pay more??! Eg: I was advised to get a technician out for a cost (complaint about internet connection), then I was told to move the hub (move the hub ti where exactly and what cables????….I am not a technician nor is it my job todo this as it was not installed correctly in the first place per guidelines) also the enquiries are not resolved in a timely manner nor in a correct manner, so they expect customers to keep calling and complaining (where does that get the company and the customer!) I’m being told I have to pay for services that are not even at my own fault when the technicians should install equipment, when on working jobs to fix cables or loss of services impacting me, or when the internet is down due to them working on a technician issue, why can it be fixed correctly to resolve long term problems, I’ve had phone line issues as well and the list goes on. What is going on with the services at VM and customer support??? It’s caused a lot of negative impact and unnecessary grief on myself with having to deal with this! Anyone share any thoughts on the level of service provided by VM and what issues they’ve face and how it was resolved??