I've run out of ideas for how to get VM to respond to - or possibly even notice - my repeated complaints. As I could get no WiFi service in my office, I upgraded to their plus package (can't remember the exact name), which "guaranteed", I think, 20Mb in every room. It didn't work. After the usual difficulty in getting to speak to someone, I requested the guaranteed further extension pod, only to be told that the advertised guarantee didn't exist. I was persuaded, unwillingly, to upgrade my package from 300Mb (already more than adequate) to 1Gb (not neede), as this DID carry the guarantee. I was promised a post-delivery phone call to ensure everything was now OK. Of course, that didn't happen.
I once again penetrated the delays and obfuscations to get contact and was required to wander from room to room, sending screenshots of my Virgin app. It was agreed that there was no service in my office, and a pod was promised. Unsurprisingly, that didn't happen either.
Several failed contacts later, I gave notice that, as my sole reason for upgrading was to receive the extra pod in accordance with the guarantee, I would terminate my account on 30th September. On 13th September, I received a call from a complaint handler, who asked me to perform the coverage tests. As I was in an airport terminal prior to leaving the UK for 10 days, I explained this was not possible, and anyway the tests had already been performed. Much discussion later, I was promised delivery of an extender pod before my return to the UK on the 22nd (My wife was a home to sign for receipt). This didn't happen either.
I've since sent repeated complaints and engaged in chat sessions to try to resolve the matter. Promises to escalate my complaint have been made, but never executed. Each time I've reiterated my intention to close my account unless Virgin provides the contracted and guaranteed service. As the contract had not been performed, I would not pay any early cancellation fee. Each of these produced the same copy-and-paste response:
Thanks so much for the chat on 04/10/2024. We’re very happy to be able to resolve things for you.
Here’s a quick recap
Your complaint was:
Cable -> Customer Experience -> Complaint Handling
And here’s what we agreed:
Package -> Extra info on package and product
In fact nothing had been agreed and no action was taken, other than for the complaint to be closed.
As I needed time to appoint an alternative provider, I decided to extend my cancellation by paying my October subscription, extending cancellation to November. I received an email acknowledging the cancellation and stating that my final bill would be £94. As this indicated that Virgin Media had accepted my statement of non-performance, I arranged a new contract with Sky. Virgin responded by demanding a cancellation fee of around £780 (I say around because two emails were received, quoting different figures).
I've tried to raise a dispute, but once again am unable to speak to anyone with authority. I've been promised escalation and a call-back, but, and this may come as a surprise, received none.
I am referring the case to the Communications Ombudsman, but this is going to take time, and I have no idea whether Virgin will attempt to block the transfer to Sky.
If anyone has any idea on how to get through to this appalling company, I'll be most grateful for your advice.
