Waiting for call from management after a complaint. How long is it likely to be?!
Sorry but this is long! A month ago, I told Virgin I was moving house through the messaging system on their website. I requested to see if there was a better deal than my current package as I had been on it since 2014. What I expected to be a quick chat, turned into over 2 hours - they said they were experiencing technical difficulties. The operator told me there were 3 options that were better and then told me option 3 was best which was for volt with an O2 sim. She told me the broadband was better, (I believed it was M500 which can be boosted), free Netflix with adds, and I thought my tv would be at least the same or better. I am usually a cautious person and so asked many questions and felt her increasing, persuasion to accept option 3. E.g. ‘so, shall we go with option 3?’ My chat messed up and was keeping previous chats so it became very hard to get the correct points across. I was worried to come off the messaging as I would potentially have to go back through it all and with the pressure of moving house, accepted. However, it turns out she put me on Volt 350 and mix it tv which is worse than my original package. We have lost loads of channels. I am out of the cooling off period but called today and spoke to retentions as I feel they have messed up (been a customer for years). They offered me different packages at higher costs. I just wanted the package I had been told I was getting at the price I was quoted and that I had accepted. It has been sent as a complaint where I now need to wait for management to call me which can be 7-10 days whilst putting up with the pathetic number of tv channels and recordings we can’t watch. I was told it would be over £1000 to cancel the contract should I go to another provider. Awful- especially as they messed up originally. So, how long have others had to wait for call from the team please?
Virgin Media Login
I have tried for the past three weeks to logon to my virgin media / O2 Mobile account and can't. It presents with this error stating that I should turn off VPN??? Use another browser, etc etc etc. Having come back to virgin after 18 months it seems that service and customer care have vanished. A chat with a bot? then eventually a person, I think stated that he would raise a ticket to resolve this. That was over a week ago and no contact. The error is below Instead: Use a device you've signed in on before Try again from a familiar connection If you're on a VPN, switch it off and have another go Still stuck? If this keeps happening, get in touch with us (quoting reference IDF-12B) and we'll help sort it. Getting anyone to answer the phone is near impossible, I give up after 30 mins waiting on the phone answering daft questions to another bot, that doesn't understand what I'm asking and punching various numbers on a keypad to transfer between who??? Please get this fixed, its been over a month since it was installed and well and truly fed up. This is not customer service this is unjustified, unhelpful and not fit for purpose.Not received gift
Joined on the offer for free tv or money off account, went with tv and now after a month and the time to get out of contact passed they are now saying I’m not eligible, no more detail then that but next person I speak with saying stock issues and I am eligible then next person not eligible. Left hand does not know what right hand is doing but have the call transcript with the tv being offered and accepted so I’m going to raise a complaint with Communications Ombudsman as this is false advertising and poor service. Why offer if you have no intention to follow up. Very poor service for new customersTerrible Service when Moving Home.
I am due to move to a new home that is not currently supplied by Virgin Media, meaning I cannot take my services with me. I gave Virgin Media my new address and moving date, I was told I would be given an email address to which I should send proof of my new address so they could waive the early cancellation fee. I did not receive any such email, I had to find an email address myself. I emailed a copy of my mortgage agreement but heard nothing back. I had to start a very convoluted web chat, only to be told the evidence I had sent was not acceptable, I asked why and was told that they did not know. I resent the email with the mortgage agreement in a different format. I wrote in the email that I would like conformation that the evidence was received and that it was satisfactory. Again I got no response. I have since printed the mortgage agreement and sent a hard to copy to Virgin Media, writing in the accompanying letter that I would like a response to confirm receipt of the documents and that they are acceptable. I have had no response. I have tried to call Virgin Media to discuss the matter, but have been on hold for hours. This feels like a deliberate attempt to run the clock down until the 28 day limit on sending proof of address is reached, and they can then charge me the cancellation fee. I would like to have taken my Virgin Media services to my new home, but, through no fault of my own, I am unable. I now feel that Virgin Media are treating me like I have done something wrong and, unless I can prove otherwise, will charge me a huge amount of money. I have the documentation to prove my new address, but it feels like I am being blocked at every turn when I try to submit my evidence. Before this, my experience of Virgin Media was positive, the services were always reliable. The way I have been treated since telling them I have to leave has left me feeling angry and I would now avoid ever having anything to do with them in the future. Moving house is stressful enough, without having to battle Virgin Media to avoid charges that I simply shouldn't have to pay. The customer service has been disgusting. I will be making a complaint to the communications ombudsman and I will not be paying the early cancellation fee as I have tried to do everything asked of me.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?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?