Impossible to Speak To Exec Team
I have been trying for 3 months now to sort out a billing problem for my daughter. Initially this was being dealt with by Deborah in the Executive Team in the UK. I can no longer get through to her. Customer service on the phone saying they 'don't have the facility' to transfer me. I have emailed the exec office email countless times and get no response whatsoever. . WHAT AM I SUPPOSED TO DO??916Views0likes8CommentsImpossible to speak to anyone at Virgin Media
Three days ago it took me over two hours to get an actual agent on WhatsApp. Last night it took me another two hours in relation to a wifi pod. After all of that they said they could not help order a second wifi pod just then as I needed to wait until today so the first was processed on the system. Today it took THREE HOURS to finally get an Agent on WhatsApp. But in the meantime earlier this morning the VM Connect App now fails to see my hub. So I made the mistake of telling the agent about that problem first to try and get that bit fixed. Then when he had finished dealing with that issue and said he would pass it on to Tech Support with a 5 day turnaround time, the agent asked me if there was anything else they could help with. The timestamp for this question was 15:15. I started to type a message explaining my real reason for messaging about the second wifi pod requirement, and posted this with a timestamp of 15:16 - only to learn the Agent hadn't even gave me a single solitary minute to answer his question, and instead had closed the conversation! Absolutely disgusting customer service. It now tells me there is at least a 102 minute wait time for an agent. FIVE HOURS to speak to someone at VM? Are you for real. Worse though - I tried ringing up instead therefore - my first experience of contacting VM by phone... And have discovered that it is actually impossible to speak to VM for real by phone. Every single way I try to speak to an agent - whether I choose a Technical Issue, a Billing Issue, or any of the other menu choices, the end result is always a "Thanks for calling VM - we have sent you a text message with useful information" - and then an automatic call termination. What on earth are you playing at Virgin Media. It shouldn't need NINE hours so far of my time on to WhatsApp Chat, just to order the essential second wifi pod. Do you really think that is acceptable customer service?Solved8.7KViews4likes12CommentsNo renewal contract but Netflix downgraded
I renewed my package as per my online account which stated ‘Choose this deal and keep your current Virgin Media plan without losing anything.’ I received conflicting information and prices from Customer Services, but in view of the above statement and that my pre contract documents stated ‘Netflix Standard’, I renewed. I have today received an email from Netflix confirming my plan is now with Ads. However, I have not even received my formal contract documents from Virgin and my account has not even been updated. Virgin have misrepresented the renewal of my contract. It stated in writing I would not lose anything and therefore my services should be exactly the same as what I was receiving prior to my renewal. Additionally, my online account stated one price 2 months before renewal, but increased the cost 20 days before it was due. Nowhere did it state that the price would increase the closer it got to renewal. I am now paying more for less!!! The service from Virgin is abysmal. I have been a customer from 20+ years. At least it seems that Sky are upfront about their services and charges. I expect to receive what I signed up to (the same as I had before) and I will take this matter further, but I am unsure what steps to take, as when you call Customer Services they are very unhelpful and previous experience with the Complaints Team is that they do not actually read your complaint. Any advice?3.1KViews0likes5CommentsTNT Removed from package
Hi - I am furious that TNT seems to have been removed from my package despite it still showing in 2 places on 'My Account' page as being included in the Maxit package. Inclusion BT/TNT sports was the thing that persuaded me to upgrade to Maxit TV package on an unsolicited marketing call. When I logged on to watch the cricket I discovered it had disappeared, at first thinking this was a technical issue I contacted customer service and after 3 hours on the WhatsApp the agent was still unable or unwilling to say that it had been part of the package and removed or explain why still shown in graphics on my account page as part of current service. All they could do was try and charge me an extra £18 to watch it!! I am still waiting for a response to the complaint I have submitted but suspect will be pointed to small print in T's & C's which I will have to accept. Still is around happy customer service and value for money so at least only need to wait til December to break all ties with VM and go elsewhere.1.6KViews0likes11CommentsService outages on 150+ days in 14 months - is this normal?
Hi all, I am really hoping anyone can advise me what to do or has experienced similar issues (though I wouldn't wish this on anyone). I have had fibre with this utterly useless company since September 2023. I have experienced more service outages than I ever imagined to be possible in the last 14 months. Some days it doesn't work for a few minutes, other days its hours (1-14, the sky's the limit with them) and when it's especially bad it can them them days to fix this. Yes, DAYS. They keep sending their stupid update texts saying it is now fixed bla bla bla, but it obviously never is. At this point I believe it is an area issue that will not get solved anytime soon, if ever. I want to leave my contract, which ends end of March 2025 and have sent them a long complaint via email. Got a lovely AI response claiming the issue was fixed. Nope, it was not. Neither did they respond to my request to end this contract by the end of the year nor did they mention my request for compensation. I spoke to them on the chat today where all my questions were basically ignored. Getting hold of them on the phone is mission impossible. Has anyone had similar issues and can tell me how they went about it and what the outcome was? The thought of being with them for another 4 months is unbearable to me. Performing my job from home has become a real challenge and I don't get how they can get away with this. Thank you all in advance! Best, Ted1.8KViews0likes1CommentNeed to order WiFi Pod but frustrated by Virgin Media's lack of Customer Service
I need to order a third WiFi Pod as I still have a WiFi blackspot in my home after installing a couple already, but I have been frustrated by Virgin Media's pathetic attempts at what they describe as customer support. The nonsense starts when the Virgin Media website informs me that they cannot check for any known issues in my area because "there is an issue at our end" with no further explanation. So I use the chat feature on the Virgin Media website and the Virtual Assistant bot finally tells me after a series of time-wasting questions that I will be contacted on WhatsApp. I wait but no message is received on WhatsApp, so that doesn't work and is a pointless waste of time. I have attempted half a dozen times over the course of a couple of days, the same result each time. The Virtual Assistant instructs me that to continue the conversation I should send a WhatsApp message to 07305 327 112, which I do but there is no reply. Again, this has been the case over the course of two (2) days. So I have wasted a lot of time and am still unable to speak to anybody at Virgin Media other than a clumsy interaction with a poorly implemented bot, and the experience has been beset by errors and functionality not working. I was instructed by the Virtual Assistant bot to sign into my Virgin Media online account and to go to My Package and follow the instructions under Wifi Max to order a WiFi Pod, so I tried this. When I log onto my Virgin Media account the first thing I notice is a message informing me, "We can't connect to the broadband kit in your home" with no further explanation. Ignoring that I go to My Package and then a WiFi Max heading is available indicating that I already have 2 pods. The only option to perform an action at this point is to click on the Learn More button and when I do this I am taken to a blank, empty page with a heading that reads "My Package", another dead end. Despite multiple attempts to resolve what should be a straightforward matter, I find myself stuck in an endless cycle of incompetence, broken systems and wasted time. The process has been nothing short of infuriating involving multiple exercises in futility, a digital charade. It is difficult to overstate how appallingly poor this customer support experience has been. Every touchpoint, from the website to the Virtual Assistant and WhatsApp service, has failed catastrophically. The absence of functionality, errors and circular redirections create the impression of a system designed to prevent, rather than facilitate, customer interaction. However, it is clear that Virgin Media would be unable to implement such a plan, as nothing seems to work properly and the software is not fit for purpose. In 2024, such failures in the age of advanced digital communication are unacceptable. The combination of broken processes and abysmal customer support has left me entirely disillusioned. It is shocking that a company of the size of Virgin Media has such glaring deficiencies in its ability to assist paying customers. I am at a total loss as to what to do next and loathe to waste any more time on this.Solved3.8KViews0likes5CommentsTotal loss of service for 8 weeks
Hello community, I feel like this is the last turn to take and I hope someone can help. case reference: C-2509241726 We haven’t had internet since our contract started 8 weeks ago. we have had 4 technicians visit, each one said they can’t help. we’ve spent 165 minutes on the phone to Virgin media help center over 15 different conversations. Countless e-mails backward and forward with the email resolutions team I expect close to 20. In the first days of the issue the problem was promised to be fixed on 18th September. now we are 8 weeks down the line and I am pulling my hair out. No one can give me a real answer of what the next steps are. we work from home and the data on our mobile phones keeps running out and only provides a poor connection. every call or email or WhatsApp with the Virgin media help team we have to start the story new, telling the person the situation and then they basically say oh just wait longer or oh I’ll send a technician, but none of these solutions are working, we have been so so so patient but I honestly don’t know how I can wait any longer. i need to know what is happening and when I will have my internet finally! One excuse we have heard is that the cables under the road / pavement have been cut, but our Neighbour 2 doors down has a Virgin media connection working fine. This topic has consumed my life for far too long with a repulsive customer service, this case has been handled disgracefully by any standards, let alone a reputable company. please someone, look into the case properly and help me find a solution.Existing customer deal - Disney plus hidden in the small print
Have been offered 1gig broadband for £3 extra a month on my current package via an email offer. When I click through to sign-up and review the contract summary, Disney has been miraculously added, but is not mentioned anywhere else. I don’t even know what it costs. How do I accept this deal without the ‘secret’ add on? Apologies for posting here but that was the recommendation of Virgin’s customer service department who clearly weren’t willing to help.714Views0likes1CommentVM and O2 ignoring identity fraud
So looking for some advice on how to proceed. Sorry, this is a little wordy. 30th June, got a random text saying my upgrade is on the way, click link to track - no number/id, assumed it was spam. Then got another text from VM saying equipment will arrive via courier. Checked VM account and new package was listed as being bought 30th June. I didn't call or go online to make any such order. Had a tortuous WA chat with the VM guy constantly saying I ordered, me saying I did not, it must be a mistake their end or fraud. Eventually all he would advise was to refuse the package which will cancel the order, “if I’ve changed my mind” which I hadn't since I never made the order - something he refused to aknowledge. He said he would cancel the upgrade and it would be processed in 10 mins. 10 min later, my internet went off. Back on WA for an hour, eventually got it turned on under the original contract. Checked my bank account, and strangely there’s a £5 DD for O2 - I’m not with O2. Call them and they can’t check since I have no account, email, number or reference. Guy suggests cancelling the DD which I do, and to call VM as the sim was likely bundled with an upgrade… Back to VM - they say they can’t deal with O2 contracts, wouldn’t listen to the reasons, go back to them. O2 say without any reference they can’t do anything, and it’s VM. Just going in circles. Raise a complaint with VM. I get an email back saying regarding my complaint about ‘long call wait times’ (?!), apologising, banging on about their investments in staff and infrastructure, and promising to try harder. I raise another complaint, saying I suspect my account has been compromised somehow, or they auto-upgraded me. Can they look into it? No, all they can confirm is I made the order - I asked them to prove that, call logs, text, WA chat, they just ignored it. Then I get a email saying we need to return the equipment I refused. Complain again, and VM replies that they cannot see an upgrade order on my account and so they consider the matter to be resolved!??! During the complaint they claimed they had a record of me calling on 30th of June but I sent them call records showing I didn’t and asked for their record, and they just ignored that and claimed it was now resolved. Today I get a disconnection letter from O2 for a sim I don’t have, saying if I don’t pay the contract I didn't take out, they will sell the debit to a recovery firm! Call O2, since now I magically have an account number and the guy will not understand/accept the situation, keeps asking me to check my O2 phone and email for bill/reference/code to proceed, just will not listen or get what the issue is even when I point out the letter address is right street, wrong number (postie recognised my name) Eventually, by crying and yelling, get him to agree to escalate it to the Fraud Team. I've heard nothing from them. I did get a call in March asking about an upgrade, but I hung up mid-way through the pitch when they got my name wrong, assuming it was a spam call. Not sure how or why a spammer would upgrade my account unless it was to get a e-sim and use it until I cancelled somehow, or they’re some dodgy 3rd-party-seller connected to VM? Or the call was legit and they upgraded me out of spite for hanging up? So my worry/question is, how do I get VM to accept or acknowledge it’s either fraudulent or some weird up-selling they did, and what can I say to the fraud team if they call to ensure this goes away and I don’t get Can’t Pay We’ll Take It Away turning up at my door/ruining my credit rating? I’ve already threatened to go to the Ombudsman and Ofcom, and planned to before I got this letter informing me I debt collection firm will come looking for the £5 DD I never took out. Thanks for any thoughts. The complaint emails back and forth are like arguing with a child, every point I argue they ignore and just rephrase the response.Solved6.3KViews3likes23CommentsWhat kind of deal could I hope to negotiate?
Long-term customer, over 20 years since before it was Virgin Media. Currently on a Big Volt Bundle incl. M500, VIrgin Phone and Virgin TV. Was £36.00 for 18 months, which expired this month. Now I'm paying £71.00. Can't find any details on what kind of contract deals are available to current customers, rather than new customer-only deals. What have people been able to negotiate in similar situations?6.4KViews0likes3Comments