Completely soulless and uncompassionate provider.
I have to cancel my current contract due to massive life changes including a £700 rent increase and a move within 2 weeks. In all the hassle I’ve set up a new VM contract at my new place and am not trying to cancel the contract for the previous address which is going to cost £700+ in EDF. That’s fine. Even if I’ve fallen on hard times I understand that I’ve signed a contract. But I can’t afford to pay that in all in one go. In fact, with the cost of living crisis I don’t think anyone can. So I’m hoping to pay it off in instalments. I don’t want it waived or even reduced, just some flexibility to pay it off in instalments so I can still eat, be warm, and put fuel in the car. But no. When discussing it with an agent online they say this is not possible. It has to be paid as part of the final bill. I tried to reason with them that this was not something I could afford and just need time and instalments. The agent even said themself that they wouldn’t be able to afford but they had no way but to pay it in a lump sum. I hope all future and current customers of VM understand this: their profits will always trump any form of humanity. Any sort of requests to help you out even a little bit will fall on deaf ears. They are completely lacking in compassion, understanding, and empathy. Shame on you VM.Engineer didn't turn up! :o(
Sorry but I have a complaint... I had an engineer booked yesterday (Sat 8th) between 4 and 7. I was out before hand and had a missed call from my neighbour at 2pm. When I called her back she said there was a VM engineer that turned up... 2 hours early! He told her he would return at around 4. I was annoyed he came early but didn't think anything too much of it as he said he was going to return a bit later. 4pm came and went and 7pm came and went, no engineer. I'm really cross with this as he was meant to fix missing TV channels on my newly 'upgraded' V360 box. I've had to rebook another engineer next Saturday (15th) same time. I tried to call 150 but couldn't get through to anyone. What is going on with Virgin Media!! I've also had a new router installed, hub 5. I've had internet teething problems since but I'm now thinking this could be an external problem. Unbelievable.Cannot switch off paper billing
Hi, I have tried to switch off paper billing both via the website and app but cannot seem to get anywhere. I took out a new contract last April and told them to switch it off then but have still need charged every month since. I called today and the lady struggled to give me instructions of how to switch it off as well it's clear it’s incredibly vague purposefully, I’m very frustrated at this especially considering when I took at my new contract, I said to turn off the paper billing. i would appreciate if anyone can give me clear and concise instructions of how to do this.Flex subscriptions dont work
I have been with Virgin for 13 years and never have I encountered such poor / non existent customer services! I signed up for Sky Sports during the £18.75 a month offer. But it has not activated. Customer services tell me they cant add it, as it needs to be done my end. But when I try to add the subscription I just get an error messages. The stream service is abysmal. Online chat keeps kicking me out. Then the bot comes back to ask the same stupid questions. No reply from my online complaint 2 weeks ago. Telephone support hang up on me and dont call back I was asked to send proof of my offer to narender bhatt at the virgin email address which I did, and still no reply!! Truly shocking experience. Looks like ill be missing the start to the F1 season!!£1000 early disconnection charge - despite notifying VM of switch during cooling off period!
Hi. Hoping someone can help or steer me in the right direction - as ive been going around in circles and being passed to multiple people on message service and calls. We decided to leave VM - We were advised by a call handler that becuase we were technically still in contract, to change to a new cheaper contract, then to switch during the cooling off period for this new contract. We thought that was strangely good advice (surprising that VM would advise this) but it made sense. So we changed to a much cheaper contract, and then, through the one touch switch process, notified VM that we wanted to cancel our contract. Virgin sent us an email on 18 October (within our cooling off period), confirming the date of our switch (07 November) and clearly confirming (in bold text) that there would not be a disconnection fee (specifically the email stated there would be a 0.00 disconnection fee. They have have subsequently charged us a disconnection fee of GBP 1023.66!. I can only think their rationale is that despite giving notice to cancel within the cooling off period, the actual switch took place outside the 14 days - however we absolutely notified them that we wanted to cancel during the cooling off period - as the email clearly confirmed. If they had told us about the disconnection charge (rather than telling us there wouldnt have been one!) we would of course have been in touch with them and it may have prompted us to change our mind. But they didnt. Trying to explain this to the call centre team is impossible - they dont understand what I'm saying, tell me the email was automated and incorrect (!), then transfer me and the whole discussion starts again (hours wasted on multiple days). And the message service is similar (today 2.5 hours, 5 different people, similar yesterday). Now it seems the account has been closed which means I cannot access lots of the information online. To raise a dispute, I need to write to VM, and it will take 8 weeks before the Ombudsman will get involved unless VM confirm we're deadlocked - and of course VM want to be paid by Direct Debit which is due in a week (and I cannot afford to pay them 1000 - especially for something which I am strongly disputing). It seems crazy that I need to send VM a letter to complain, and that there is apparently no one via the customer services team who is able to receive and review an email which so clearly states there would be no early disconnection charge. If anyone can offer any advice or assistance I'd be so grateful.Seriously bad customer service.
I contacted Virgin media via online chat a month ago as they have been charging me a very high amount (£76 a month) for my broadband, and I believed it was way too high for a single person living in a flat alone. I kept on getting offers of cheaper packages but none were much lower, although I could see very low prices being offered for people on Virgin and O2 (which I am) and all of these were much higher speed for the broadband. I was told that these are only for new customers. I said that whilst I understand the need to get new customers, I have been a virgin customer for years and does customer loyalty not matter, to which I was told that it did, but then the subject was changed and I was then told that I could not change my provider as I had just under 9 months left on my contract. Upon looking under my billing, I was unable to view my contract so I then entered into an online chat again and was sent my most recent contract, which said it ended in 2020. As I was about to address this they then said that they had found another contract which tied in with what I previously was told and sent me it. The contract stated that I would be charged £56 a month for 19 months and after that it would increase to £76, but I had been paying £76 for the whole contract so far (about 9 months). When I mentioned that they had been overcharging me they kept on making me wait whilst they checked and then said that they were raising a complaint and someone would be in touch, and then they offered to start a new contract for the amount I was being charged incorrectly despite all previously discussed! They kept on making me answer the same questions over and over, and called my by the completely wrong name. so you can imagine my surprise when the next day I got an email saying it was good that we had resolved the issue after speaking and that the complaint was closed, we never spoke! I then had to call and was passed around and told that they would credit my account and amend it and I would not need to pay anything for 8 months. I asked for this to be confirmed in an email, but was told they could not do so without a managers authorisation and there were none around. They then arranged to call me the next day after work to discuss, and then did not call, but called a few days after whilst I was at work and unable to speak. I received an email on Feb 19th stating that my account was credited with a one time payment and also a rolling credit to reduce my bill down to the correct amount. I was then called in the evening and this was confirmed with me. Thinking this was resolved I was relieved. Then today I look and see that Virgin have taken £76 out of my bank account so once more I had to call. Firstly trying to get through on the number is a task as it keeps telling you, you can do that online and ending the call. The only way I could get through to a person was by not selecting an option. Then after 10 minutes I got through to a person who I told I was calling about an ongoing complaint. Before I could say anything else he said let me check and put me on hold for 5 minutes. He came back and said that they are working on my complaint and will be in touch and asked if there was anything else. At this point I said that the reason I was calling was because every time I've been told something was being done, it wasn't done and that now I had been charged. He told me someone would call me back tomorrow. I asked if I could speak to someone now as at this point I'm unable to trust what i am being told. He kept repeating the same thing for another 10 minutes when I was trying to tell him that this is now not good enough and I'm being fobbed off. He then as soon as it got to 6pm (which was 30 minutes after I first called) told me that the managers finish at 6pm and no one can help me today. I have completely lost faith in Virgin after all of this and have been repeatedly overcharged and told I would be helped and then not helped. It really just feels like I'm an inconvenience to them and that they couldn't care less. And today it felt like I was stalled so that the manager didn't have to deal with a complaint near to the end of the day. Very bad customer service.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??Awful Complaint procedures
Has anyone spoken to the ombudsman regarding the Virgin complaints procedure. I've raised 3 complaints one via customer services and two via the webform. Each time I've received an email telling me I had a chat with someone and we agreed a resolution. This certainly didn't happen and I'm not happy. I would like a phone call to discuss the fact that their customer service agent sold me a new package and agreed verbally a package over the phone but then they didn't follow through on the paperwork. I would like virgin media to listen to my conversation and see what was verbally agreed. I feel the agent did the dirty on me and virgin need to sort their customer services out. Noone is willing to speak to me regarding this. It's terrible customer services... Any advice how to actually speak to the complaints department please. ThanksUnauthorised pre-installation work was carried out by (Virgin Media) Avonline Networks
After contacting Virgin Numerous times and waiting numerous days for an engineer, they finally decided to come when we were not home. We left notes for the cable installer and with the Virgin Media team; these were to install our services in a specific location so it doesn’t conflict with our upcoming building works. Despite our specific instructions, they failed to tell their pre-install team, and they installed the external box right in the way of our pre-planned construction work. This is now causing us delays as it is right in the way our building works. When I contacted the pre-install team to inform them of the situation, I was told they could not do much about it. They would try to contact the subcontractors, and my best option would be to try to catch them when they next visit. Hopefully, someone at VM will be able to investigate this and look into it as an urgent matter.
