Complaints being closed without resolution.
I've had several complaints open about a (now 6 month ongoing!) issue with broadband intermittency for many hours a day. After finally getting it through that it's not a Wi-Fi issue, that the engineers who have visited have confirmed it's an issue at VM's end, and that the issue is indeed still happening I'll get an email stating: "We have an update for you on how your complaint is progressing with us. We’ve tried to contact you to discuss in more detail, but we were unable to reach you. We didn’t want to delay things, so we’ve gone ahead and offered a proposed resolution. We’ve looked into it and here’s what we found: Thank you for your response. Here’s a summary of the complaint outcome and what we propose as a resolution: Upon reviewing your account, we see that our team tried contacting you but couldn't get through to you. We have now prioritized this, please expect a call to help you with the technical issues you have been facing in the next 24 to 48 hours time. Take care!." This clearly states that someone attempted to contact me - they did not as I have 0 missed calls, 0 unread text messages and 0 emails from them to the contact details against the complaint. It also states that my issue has been prioritized, and that someone will call within the next 24-48h. This also doesn't happen, so I reply to the email asking why someone didn't call, only for the same process to repeat. After a few back and forths all with the same outcome, someone has now closed my case as a duplicate. This is gaming the system to close the case and prevent my follow-up emails from re-opening the case and therefore protecting their precious SLA numbers. Why am I being lied to repeatedly? Surely this is a breach of contract? Additionally - when I last checked my open complaints in the My Virgin Media area of your website - someone else's contact details are logged along with another complaint that I didn't raise! What can I do? I appear to be totally out of options other than taking formal legal action.Getting impossible to raise complaints
Is it just me or is it becoming literally impossible to actually get a formal complaint raised with VM and investigated by an actual complaint handler? I’ve spent 3 hours on the phone with VM this afternoon trying to resolve an issue with a new activation. Somehow rather than setting up what was agreed they’ve simply rolled over the services of the previous account holder on an 18 month contract. Ended up speaking with 6 people (all who claimed their supervisor was either on holiday today or in a meeting). Although the 4th person raised a complaint I’ve now found that they shut it down as resolved immediately despite being well aware it could not be resolved at the time and they had actually agreed to escalate for a call back within 24 hours. 5th person arranged for erroneous contract to be cancelled and put me through to 6th person in sales to set up what should have been in place. But sales team were the worst out of the lot, couldn’t do anything and when asked them to update this on my complaint they then denied having access complaint system and further stated sales don’t accept complaints (seriously - sales don’t ever get things wrong!?). Stated on numerous occasions with the last agent that I could only conclude my attempts to raise a complaint were being suppressed. I stand by this - if this isn’t suppressing complaints then I don’t know what is! So currently scratching my head wondering how on earth I can actually speak to someone to get some sort of resolution.Neighbours cable!
Dear vm. We are not currently customers but we were planning to switch over soon as new fibre has been laid in our area. (Cm8 2) However are now wondering whether to bother, as my next door neighbour had their fibre fitter on the 16/01/2024. The installation team have come along and wondered about our property (front garden), dug a very messy line into the garden, and installed the cable without bothering to ask if they could go through our garden. They've left a mess, moved our piece of wood to dig underneath and not put it back correctly, and had no regard to how it looks, big chunks of mud left along the garden. Whilst I appreciate it is currently winter, so is not the nicest of gardens at the minute. We do have plans to dig up the garden in the summer/spring time to completely renovate it. We are now also worried this cable is going to end up cut as we are digging up/out roots to a few bushes ect. We have had to come here to complain, because unless you are a virgin media customer which we are not currently, you can not get through to anyone.No Early Termination Fee in final bill
Hello, I cancelled my services on 23/09/2024 and was told over the phone I'd incur an ETF of around £80 and the final amount would be stated in my final bill. However, I have yet to receive a final bill. Since cancelling I have received 2 bills for my October and November usage. My broadband has now been disconnected. Frustratingly, I joined youfibre who offered to buy out my contract, providing I send them a bill that itemises the fees - which I have not received. I raised a complaint on 06/10/2024 and was assured that I'd receive the final bill that outlined the charges by 24/10/2024, but I've just received another bill for November. This is hugely frustrating. Can anyone help?Complaints
I today spent 2 hours on chat asking for my legal right to cancel my renewal within 14 day cooling off period. I was told I could not go back to my old contract and I either took the new contract or they cancelled completely. i asked to be put through to complaints who literally told me to speak to the team I had just spoken to. When I asked to raise a complaint they said they would and would close immediately as they had gave me advice. They did this and I now have an email saying you are happy you resolved my complaint!!!!! To make matters worse they suggested I call in next time.Fraud in its finest
I spend from 14:30pm til 18:22 on the 19/08/24 trying to find out why I am being over charged for package upgrade I have not asked for or received, I have had my account suspended due to failed payment despite paying the £50:50p I was initially charged on the 16/08/24 I have been on this contract since December 23 and only today have I received a copy of my bill via email including my account number and area code. usually I have to wait to be cut off and receive a text message before I can pay on a dodgy automated payment line,the text asked for the telephone number they have contacted me on to proceed instead of my home telephone number that i am also unaware of,when I call the line my mobile flags it up as spam call and it asks me to proceed with the payment . Within 10 mins as promised services are resumed only to be cut off withing 10 days demanding more payments today I managed to speak to a very rude manager who claimed I had added and removed certain things from my package leaving me in credit of £102 but owing £160 (confused) and had not paid my bill since April 24 as I was on the phone the bill jumped from me owing £42 extra to £122 to a further £282 whilst my email I received today claims I'm in credit of £102 and have added £160 to my existing package when I explained I have paid the £50:50p requested I was informed the payment could be seen but I hadn't paid since July Also £7:50 late fees have been added each time upon speaking to the bank all payments have been met bar one in May they couldn't see (paid of my partners card ) and always the same amount £50:50p when explaining this to the manager she was very disconcerned and extremely rude challenging me and refusing to check my authorisation codes I cleverly noted down after each payment the phone call ended with me threatening ombudsman and her threatening me with cancellation fees and when I refused to pay it, she became very unprofessional saying it will be me with the bailiffs at my door ... my name on the account isn't even my correct name (error made by virgin) and when I quoted this the manager was willing to change this error as the contract would be null and void I obviously declined due to all the conflab to which she accused ME of commiting fraud, can anyone help me with this situation I am extremely reluctant to pay anything else, the staff all seem argumentative and never willing to help I have been with virgin media for nearly 9 years and I have never had an experience like it I'm very disappointed and will be canceling without cancellation fees also escalating this to the ombudsman as well as disputing fraud on every payment I have made since December 23 with my bank accountAccount cancelled without consent
So today after receiving a higher bill than expected due to me been out of contract I wanted to discuss reducing my package to a reasonable monthly amount, can’t do this over the phone as virgin wants me to clear next months bill as well as this one before I speak to anyone over the phone, I managed to get through to someone by going through collections, however the person at collections managed to block my memorable password which has worked and been the same for 11+ years, to the next person who blocked my account further meaning I couldn’t speak to anyone over the phone to then trying to speak to someone online who would only give me one package option at the highest package I am on but wouldn’t give me prices for other bundles. move forward an hour and I have just received correspondence to say that my disconnection date is the 16th August. How can my account be closed without my permission disgusting way to be treatedComplaints - outstanding balance removal
Hi all, I’m looking for some help and maybe some answers regarding my current situation with Virgin media. Last year I decided to not continue with my contract renewal after I found out my old contract expired and I was getting charged more than double for the same service for almost 6 months. When I contacted customer service over all possible sources I found it very hard to get my contract cancelled. I took day off from work just so I can deal with this. But to my disappointment haven’t managed to get my account closed. I was begging them to just cancel my rolling on contract but the second I was demanding cancellation they refused to do it. Took me 4 working days of online chat communication and whatsapp texting and multiple phone calls to finally close it. What happened then they tried to charge me for 2 months ahead even when I was already paying for a one month ahead. So I refused to pay then of course they start to hitting me with calls,emails, texts like non stop for about 6 months. Then suddenly they sent me letter I only need to pay remaining £56 that I own them!!! I refused to pay so they put this on my credit report which was completely damaged from scores 980 on expran ti poor 540. Even after I paid £56 they still not took default off of my credit history and now is still very affecting my credit score for another 6 months. My question is who is responsible for this mess and damage to peoples credit reputation for not reason? They took my money for their poor service and horrible customer service and left me with damaged credit history which now probably take me 2-3 years to recover from. I was begging them for cancellation! I hope CEO is reading this and take responsibility as he’s getting his luxury life paid from people like me. And yes I still got all the evidence. When you wanted the money it was not problem to trying to contacting me several times a day but when I was looking for cancellation I had to spend hours chasing your staff and still took me a week to get there. I was always nice and polite but they even hung up when I said I wish to cancel! Then you tried to overcharge me for nothing. If I have to choose Virgin again I would never do it, even if you pay me! So please need someone to remove default from my credit history. If you can contact me pls I believe you’re very good at this if you need to.! And yes I tried to contact you. [MOD EDIT: Subject title changed for clarity]Moving House - Put on new contract without my consent
Hello, from what I can see, this is unfortunately a very common issue. I see others have had some success in posting here so I am doing so. Today I tried to cancel my virgin media broadband contract as it was about to shoot up to £50 a month and we are at the end of the minimum term. I was very surprised to be told I would owe £500 in termination fees as I was partway through a contract. When I asked about this, I was informed that when I moved house in October, I was put onto a new contract rather than the old one amended to my new address. I had no changes to my package, the only thing that changed was my address and I was reassured this wouldn't be a problem. I was then stuck between picking one of the three options: 1. Pay £500 to exit the contract I never agreed to, to my knowledge I was still using the old one I did consent to, 2. Pay £50 for this month's broadband whilst I try and fix this error 3. Start a new, crappy expensive contract for throttled speeds which is what I've done as I cannot afford a £500 termination fee I never consented to, £50 a month per broadband and I work from home and so need an internet connection. Upon looking into it, apparently my new contract should have been amended to the old term dates when I moved but this never happened. I would like to exit my contract and end the new one I've been forced to start as I can get 500mpbs for £32 elsewhere. I was also really displeased with being frequently told I should stay with Virgin Media as changing providers is a hassle and they are investing in infrastructure when the agent knew full well they had just informed me I apparently have no choice but to stay with Virgin Media. Really would like this sorted, never had such a horrific experience with a broadband company before today.