Hub 3.0 solid red light + bad customer service
My hub 3.0 has a solid red light. It is in an open room, and out of direct sunlight. I have turned it off and on several times, pin reset, and still get intermittent internet, and in addition the top of the hub is warm. I used live chat to get through to an advisor. After repeating the problem several times, the advisor organised a technician to visit on 13/10 in the afternoon, when I would be at work. I explained I wouldn't be home as I work full time, and the advisor instead changed it to Tuesday morning, again at a time I wouldn't be home. I then got a text message saying a technician would be attending Monday afternoon, and if I wasn't home, I would be charged £25. As I understand it, a solid red light and a warm hub could be an overheating problem, and possibly dangerous, so as well as not getting the broadband service I pay for, VM are now happy to leave defective equipment for several days, and try to charge people for appointments they haven't agreed to. I told the advisor that I needed someone to attend over the weekend, and to cancel the appointment when I wouldn't be home, they simply said they would monitor the situation to see if anyone would be available, then ended the chat. How is this acceptable? How are customers paying such high amounts, don't even receive the service they are paying for, being threatened with charges for appointments they haven't agreed to, and are left with defective and possibly dangerous equipment?
TV Upgrade
I have been trying to upgrade my Virgin package by taking advantage of an offer in My Virgin media online account: Mega TV for £14 and Sky and TNT Sports for £39 on a stream box. I plan to add multi-room at a later date. However, the next day I received an email asking me to call the contact Center in order for them to process the order. Upon calling the call centre (Overseas) I was told a myriad of things one agent said that they can't process this order as its online only, another said they would have to charge me £50. At this point, I had already been provided with a contract information sheet stating my new monthly cost. Another agent said they could do the same package but for £150 a month. One agent in retentions was able to set it up and said that he would ask a back office team look into it. I was assured the box would be on next-day delivery. The next day, the box still has not been sent by Virgin Media. Virgin state the box is out for delivery and will arrive within 2 hours. Yodel says they have not received it. One member of staff hung up the phone on me, staff in the local shop were beyond unhelpful (Claiming no access to systems). Edit To add one manager at Virgin Media kept getting most of the details of my complaint wrong.After renewing contract nothing but billing issues.
Hi All, I recently renewed my contract with virgin media since then I have had to contact customer service several times to resolve billing issues. I agreed to renew my contract which is supposedly £42 per month but according to the virgin media app my bill is £47 per month, I was given a £5 rolling credit for the length of the contract. Each time I contact customer service via the web chat they assure me that the issue is resolved and it not happen again, yet viewing my bill it still does not show the rolling credit, any credit that gets apply then comes back the next month saying I didn't pay the correct amount, something is messed up within the billing and customer services systems which is causing me this headache. Can someone please help to resolve this once and all..... RegardsRecording box
I have recently signed up for virgin media. I done all my details and package over the phone. Whilst on the call i specifically stated i wanted a box that could record on i.e the 360 and was told i would get one 360 box and my other would be a stream box which was absolutely fine only for the engineer to come out and ive got 2 stream boxes. I called whilst the engineer was here to be told they are no longer offering the 360 and quite cheekily was told who records things now. Maybe someone who wants to record things that cant be streamed. I am very disappointed in the customer service pr lack of i ahould say by virgin media and would like to know if they actually do offer this or if i am better just cancelling this contract and going to sky Q.Agreed Contract renewal package not being honoured - Who can help?!
I have spent the last 2 days being messed around by the support people who are supposed to be helping on the web chat you get pointed to, and are refusing/unable to do anything to resolve the issue, Does anyone know who i can contact that can actually help with my issue please?! Basically my current contract runs out on 3rd July, so in Mid May i contacted the renewals team to get a new deal i could afford, I was offered a deal for a 24month contract with 1Gb/s broadband and Maxim Tv + the phone line stuff i dont need or care about for £39/month. I had them email a copy of that offer over to me to review before accepting (as anyone should) It was sent in the form of a "Contract Summary Sheet" along with a link to an online portal (ebill2.virginmedia.com) where i had the option to agree to the offer which i promptly accepted the the next day and received a "We've got your order!" message confirming i had approved it, i haven't heard anything from them since, so as far i was concerned that was all sorted and would take effect at end of contract. Fast forward a month and my billing is now saying my July bill is going to be £120! - I contacted the help chat to find out what had happened and have been told that the offer from back in May was not agreed to (I can still access the web portal and see it in fact was with the date i did it!) and that since that offer is no longer available, the only one they can give me now with that package will cost me £60+ instead and there is no way of applying the previously agreed contract to my account?! When asking why it was not applied i have been given 2 different unacceptable answers by different support teams i have been passed between, firstly that when i approved the offer through the web portal and the order was raised, it was then denied as it was no longer a valid offer, despite there being absolutely no communication to tell me this is the case and the web portal appearing (Still) to say my order is submitted, And as such I believed the offer was accepted and was to be applied to by account when my current contract expires on 3rd July causing me to miss out on the ability to shop around for better offers easily. and then The second reason I was given, was that i needed to accept the offer both on the online portal,AND directly with the agent who offered me the deal. This also was not communicated as when i asked the agent to send me the details of the offer via email which they did, i was just told i would still need to manually approve the deal if i wanted it to go ahead. Which again, I did via the web portal, and as you can see on the screenshot, the "We've got your order!" message should be an indication that i have done what i have needed to and the offer will be applied. I have been messaging with members of the support team for over 3 hrs yesterday and none of them have provided an acceptable resolution, or have even tried to resolve the original issue, only saying that they will only offer packages which are available now, which would leave me hundreds worse off over this contract due to the teams failure to apply the above offer which I agreed to on the 14th May! This is an unacceptable way to treat an existing customer, especially when they can clearly see I promptly approved the offer made to me in the virgin web portal, and when there was an apparent issue with that order, absolutely no attempt was made to get it touch with me to resolve it and i was left unaware until the next set of bills came out. I have already even tried getting one of the support teams to raise a complaint for me about the issue, of which the only details they bothered putting in it was "unhappy with the offers available", and then immediately closed it with a resolution that I did not agree to saying "Extra info on package or product"... which is pretty meaningless! I can see other people have had similar issues on the forum and get pulled out into a "private messaging" by a member of the forums staff here, but no resolution is ever published on these forums. Has anyone been able to get similar resolved or know how to get hold of a support team who will actually help instead of treating existing customers like trash Please?? otherwise at this stage if they do not honor the contract how can i get my service with Virgin cancelled immediately so im not getting overcharged next month and can go sign up to a more affordable provider?! Thanks!Unable to access my virgin media app to see my account and make changes
I have had to cancel my Virgin Media account before services were provisioned, due to delivery delays. Via a Virgin Media sales representative doing door to door sales since Virgin Media became available in my area, I have registered with Virgin Media again via him. As the new and old VM account created are using the same email address, I'm now unable to login to my new Virgin Media account, nor can I change the email address associated with my old one. Really frustrating, I'm unable to see when the installation will take place or order additional services.Cancellation period whilst in dispute
Should I cancel my broadband to avoid the cancellation fee whilst in dispute with Virgin Media? My broadband was 161 days late being installed, with 2 missed appointments happening along the way. According to VMs policy I should be due in the region of £1,050 in credit. VM have offered £150 which doesn’t even cover the cost of the replacement broadband I’ve had to get to tide me over. Should I cancel my VM broadband (I still have broadband from my other supplier) whilst still in the 14 day period or leave it going whilst the dispute plays out? I'm currently waiting on my information request to be fulfilled so I can take it to OFCOMPoor customer service
Rang today as I have an issue with my stream box provided by virgin. And I also wanted to see what offers they have on as my contract was due to end. The staff member I first spoke too was very rude saying i would need a SIM card and landline to be allowed an upgrade and a new box. He transferred me to the install team and didn’t explain why! They tried to sell me a new contract for £54 I said no thanks I’ll look elsewhere and they just said okay bye! Just so rude so now I’ve switched to sky tonight, much better deal and better service!