Urgent Installation Help Needed!
Hello, Apologies in advance for the long post, but I am facing what has been an incredibly long and complicated process. I placed an order for broadband in June and no issues regarding installation were flagged. Our installation was then booked in for the 15th September, and everything seemed fine. Roll around 15th September, an engineer comes round to complete our installation and we are told he cannot do so as we require wayleave from our neighbour. Immediately after this, Virgin cancelled our account with no warning. Fortunately, our neighbour agreed to give us wayleave, however the Residential Wayleave Team at Virgin were incredibly uncooperative and said that as our account had been cancelled, they couldn’t proceed with the wayleave request and that I’d need to contact Customer Service to book a new installation. When I contacted Customer Service, they then said that they couldn’t book an installation as it required wayleave which created a deadlock. After many hours on the phone to Customer Service, we eventually got this resolved and we had a new installation booked in for October 9th, tomorrow, and we assured relentlessly that it would go ahead with no further issues. Ahead of the installation tomorrow, we were told that work would need to be done to the property in advance to allow the engineer to complete the installation on the 9th October. This was due to happen last week, then was rescheduled to the October 5th, then rescheduled to the October 6th, then rescheduled to the October 7th, then rescheduled to today (October 8th), but no-one has shown up. We have also received zero communication either by text, call, or email about when this necessary work will happen. It’s only when we call. For example, earlier today I called yet again to confirm that the work would be completed today and I was assured it would do. I was given a specific window of 18:30 - 19:35 for the work to be completed, and the Engineer's Tech ID which was 47842. As expected, no-one turned up again. I also received a call from Virgin Media saying that our installation date had been moved to the 1st November due to ‘extra essential work’ needing to be done outside the property. Following this, I immediately rang up Virgin Media, explained the situation again for the millionth time, and the gentleman in the Pre-Installation team moved the installation to the 23rd October. He also submitted a ‘Code Escalation’ form to escalate the issue further. Despite this, I have absolutely no confidence that this installation is going to go ahead, and I am appalled and baffled at the absolute lack of communication as to when this work will go ahead, as well as the complete lack of accountability for confirmed appointment times. If I do not receive any help soon, I will be making an official complaint with Virgin Media, as well as an official complaint to OFCOM and/or the Communications and Internet Services Adjudication Scheme, and also the Communications Ombudsman as this is totally unacceptable. Please can someone urgently help me resolve this issue, or at the minimum provide some advice on how I proceed as I am at my wit's end and simply want my WiFi installed!billing paid twice and services still not running
Virgin urged me to pay outstanding bills as payments somehow, for an obscure reason stopped through direct debit. Even after having paid the bill, the 'restricted' services were not lifted. Moreover, I was still asked to pay the outstanding bill which I just cleared. In the confusion I paid it a second time. To then notice the restriction hadn't been lifted again. Virgin still asking me to pay the 'outstanding' bill. I can't get hold of anyone via customer service as the chat bots keep asking me obscure passwords which don't seem to match up with whatever they recorded + as we have restricted access to any of our wifi and phone use I'm feeling hitting invisible walls. There is nothing I can do ... and I can't find any help to respond to any of my now bewildering questions. I've been trying to get in touch with Virgin for most of my WORKING day nowThe Virgin Media payment phone line is the most abysmal thing I have ever encountered.
I was having issues with my account and paying my bill (I used to be on direct debit but it appears Virgin Media changed my account without telling me, and every time I clicked 'Continue' on the payment page nothing would happen). The customer service chat told me to call the payment line so I did. After telling them my details, the AI voice told me 'it's easier to pay online' and hung up on me. In what world is that acceptable? I was calling them because I couldn't pay online, but since I was talking to an AI and not a real human I wasn't able to tell them that. What's the point of the phone line if you're going to tell all your customers to just pay online and hang up on them? Virgin Media contines to be one of the most frustrating and poorly managed companies I have ever had the displeasure of dealing with, and I have wasted multiple hours of my life wrangling with their abysmal customer service. If they try and charge me for an overdue bill because of this, I will be taking drastic action.Virgin have cancelled my Netflix
I have Netflix included in my package, I activated it and it gave me the option to upgrade to Premium for £6 extra per month as it was Standard subscription included in the package, so I opted for this, and a couple a days ago I received an email from Netflix that my subscription is on hold as it is no longer linked to my Virgin Media account and I need to add a payment method. I subsequently reached out to Virgin Media support who said they would resolve this, but I then received email to say changes have been made on my account and then received a new Netflix activation link, when I go through to activate it says its now Standard with Ads and if I want the Premium like I had before and have been paying extra for it will be an additional £13 per month. Support say its logged under the complain reference of C-2908251534 but I'm not happy with the time its taking as I'm unable to use Netflix unless I add a payment method or link to my VM account, but I don't want to be charged double and the increased rate. Is there anyone that can assist with resolving this so my account is corrected back to the £6 for premium?Absolutely apalling customer service that's made me want to cancel my plan.
I've been using Virgin for 9 months, and the whole time they haven't been great. My WiFi is incredibly unreliable and constantly loses connection. However, I stuck with my plan as me and my housemates are only students and believed we couldn't reasonably afford anything better, and didn't want to deal with the hassle of cancelling and finding something new. Today I receieved an email telling me I had an outstanding balance in my account. This was 5 days after my bill (newly increased in price, may I add) had left by bank account via direct debit, and I could see the transaction in my banking app. Naturally I was confused and didn't want any late fees or restrictions, so I tried to log into my account for further answers. However, I'd forgotten my password and the password reset email refused to be sent to my inbox, no matter how long I waited or how many times I tried, so I called the customer service line provided. Unfortunately, instead of being transferred to a real human being, I had to deal with an automated voice. This was an absolutely abysmal experience, way worse than any other automated customer service line I've called before. Not only did none of the options pertain to what I was asking, the automated voice refused to transfer me to a real human until I could provide my password, which I kept explaining I couldn't do. The continued repeats of "please state your password" no matter how many times I tried to make it go back or change tactic were infuriating. I had to call three seperate times, twice asking specifically about changing my password, and the third I gave up and simply talked about the error in my balance. When I called regarding my balance, it gave me a solution completely unrelated to my issue, and then hung up on me. Not to mention each time I called it sent me a bunch of texts begging me to download their app and log in to my account. Eventually I had to give up on their phone line as it was getting nowhere and tried their chat system on their website. I had to again deal with automated answers trying to figure out what I was saying before I was finally connected to a real human. One person I was connected to never answered me when I asked them a question and I had to disconnect, and after going through three individuals I was eventually told that I couldn't log in because they were having issues with their website, and the outstanding balance was an error and the email was just "a reminder" (despire it coming 5 days after I'd paid the bill and specifically saying the words "you have an outstanding balance on your account"). This experience left me incredibly drained and frustrated. Once me and my housemates have moved out of this house I know I will be cancelling my plan immediately and telling everyone I know not to use Virgin. I already had an unfavourable opinion of them due to their terrible broadband service, but their abysmal customer service is the nail in the coffin. In fact, the only reason I'm writing this here is because they don't have a customer service email I can send this to. (Seriously? How am I supposed to talk to a real human at this company when your phone line is automated and refuses to connect me to a human, and the people in your online chat service ignore my questions.) Sorry, Virgin, but I won't be paying your fee hikes anymore if this is what they get me.Contemptible
I've been on the online chat for over 4 hours today trying to get a resolution. I renewed my contract on 2nd March, via the renewal email that I got from Virgin. I got an email today saying they'd be taking a payment of more than £50 above my usual cost. Contacted them and was told that I hadn't "accepted the order within the required 7 days". I asked repeatedly where in the email or the pre-contract info that it says I am supposed to respond at all, let alone within 7 days, and got absolutely no useful answers. "Maylem" was beyond unhelpful, patronising and ignored all of my questions. This exact thing happened to two of my family members in recent weeks. It's a disgusting tactic by Virgin aimed to trick loyal customers into falling onto an expensive rolling contract. When you get in touch with them, they say they can no longer offer you the original renewal price. But when I pursued this problem on behalf of my father-in-law, I got through to someone half-decent who said they'd honour the original renewal price by creating a new contract at the higher price with a recurring credit to his monthly bill to bring it down to the original price he was offered. The service from this dogsh*t company is utterly contemptible. I've now cancelled, but they're taking today as the start of my 30-day notice period, which means in a few days I'll pay over £140 for a "service" that's supposed to be £90. They're also having the audacity to charge a further "final" bill of £30 in May. New customers can get the same contract that I had plus an iPad for less than what I was offered at the original renewal stage. These forums (as well as others like Reddit) are absolutely littered with people like me who can't work out why their contracts suddenly massively go up in price only to be told there's some non-existent "you must accept within 7 days" thing in the contract. It doesn't exist. It does NOT say anywhere that this is a thing. Is it written in invisible ink? The first guy I spoke to online told me that "online renewals don't go through most of the time". Are they not a COMMUNICATIONS company? How is it that online renewals don't work most of the time? Virgin Media are a f*cking joke and I will be writing a complaint to the Communications Ombudsman. They're breaching Section 50 of the Consumer Rights Act 2015.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??No 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?