most outdated system when adding new channels
The 'customer service' is at the point where it's completely and utterly not fit for purpose, and clearly Virgin are happy with that. I booked Sky and TNT sports pack online and still do not have access. The customer service team said online orders take 2 weeks to process (In my head i can imagine little minions biking down from London to Aberdeen to hand deliver this request. If not, I cannot imagine the 2 week time lag). The customer service team does not have access to the same offer available online but they can (surprise surprise) charge me 50% more and activate it right away.. WHY???!!! Very very annoying experience!!! Literally all I want to do is add Sky Sports HD and TNT to our existing package. I cannot understand why is it not just a click of a button and why your team cannot find my order. I am at a complete loss as to how it can be so difficult. If it was a one off you could put it down to someone making a genuine mistake and something not being processed correctly, but at this point in the process there is clearly major systematic internal issues. You're not "sorry we're busier than expected today", you're chronically understaffed with admin systems not fit for purpose. I'd like to hope I've just been very unlucky but I doubt I'm the only person having these issues. I honestly have no idea what I can do to get this situation sorted. Does anyone have any suggestions on who I need to contact in order for this ridiculous situation to be resolved?Moved, not getting what I agreed
I recently moved house and shopped around. Agreed a new package, same as before but to also include everything on hd, specifically emphasised sports. Connected on Tues and spent hours on chats being told I should be getting Sky sports hd. But now told I can’t get it until I speak to a manager who will review my case and contract and this will take up to 48 hrs. This is ridiculous? Anyone else been lured in?Mis-sold package Advice
Hi, Looking for some advice. My package with Virgin Media started a few days ago and it’s been a nightmare ever since. The sales agent who sold me the package offered me the Virgin 360 box along with various other items in the package for a certain price along with £100 additional credit on the account. I made it very clear to the sales agent that I was only switching over from Sky because I was getting the 360 box to be able to record to, as Sky were offering me a much cheaper loyalty price but with the stream box and the contract price is not what I agreed to with the sales agent. I try to follow this up with several calls and text messages to the sales agent who has gone completely quiet and looks like he has blocked my number as it goes straight to voicemail now. When I eventually receive the package, I get the stream box. After spending hours on the phone they tell me that essentially the sales agent Missold me the package and the 360 box has been discontinued and that there were no discounts applied to my account to bring the price down. This has put me in a difficult situation where I am now paying considerably higher than expected whereas Sky was offering me a lot more for a lot less on the stream box. After several hours on the phone one rep suggested that I go to a deadlock as they won’t be able to match the offer that Sky was giving that I lost out on as a result of being Missold. In addition they also mentioned that there is no investigation ongoing on the agent who clearly lied and Missold me the package which completely baffles me. The agent was unable to actually tell me what the deadlock process entails. Has anyone here been through this and can provide advice on it? Thanks.