Is there an official record for how many times you contact Virgin Media without the problem being resolved? Here is what happened to me:
September 2023, changed contract with VM, they said I would need a new hub for new contract, and my existing three wifi pods would need to be exchanged (one at a time). New hub arrived quickly, set up fine, I requested wifi pod, was told can only ask for one at a time. Two weeks later requested another, and was asked to return my old wifi pods, which I did by recorded delivery, acknowledged by VM
By mid October requested third wifi pod, i was told I already had three (which I didn't, I had 2 - returned 3 old ones), was told an error on VM's part and would be sent a new one. Two weeks later, contacted VM to ask where 3rd pod was, was told you already have 3, I explained I had 2, had sent 3 old pods back, VM apologised, and promised a new pod would be sent asap, I asked if I could have an email to confirm this, was told yes, you should get an email that day.
2 weeks later, no pod, no email. I contacted Virgin Media again - 'but you already have 3 pods' came the reply from VM - I explained again I didn't, was there no notes on my record? Apologies again from VM, will get a pod, email, and a discount to you asap.
1 week later at last an email from VM! Sadly the email said I already had the maximum number of pods. I have been contacting VM every 10/14 days, each time takes ages to get through (have tried phone and whattsapp), it has become a part-time job the hours I have spent on this. The above conversation has taken place 8 times since the contract, still no third wifi pod, still no email confirming arrival of wifi pod, every time I contact VM, have to explain why I don't have three wifi pods, every time I contact VM, given an apology and promised a wifi pod, and email, and discount.
By miles the worst customer service ever.
