Not even a reply from a customer service rep? Outstanding service..
Nothing but issues since getting all this installed and there seems to be a huge “couldn’t care less” attitude from Virgin.
I’m on the ultimate volt bundle which does not come cheap (not that it should matter; service should be the same whether I’m on a basic package or an extensive one) but I’m not getting anything that I’m actually paying for other than being able to connect to the internet.
Unable to use the connect app (I have posted separately about this), no tv channels and not even able to use the TV Go app as it says I need to upgrade to a tv package to use it!! My tv boxes were installed by an engineer on the 11th which should have been my activation date, however when I called I was told it would be activated on the 12th, it’s now the 17th and nothing has changed. Any time I call they just say that it has been activated and I should be able to view the channels. An engineer has been booked for tomorrow however I fail to see how an engineer appointment will fix this issue as it’s clear there’s something wrong with the provisioning of my account when I can’t even use the tv go app. I don’t imagine an engineer looking at the boxes and home set up will change anything in the app, as that uses my account login to access my tv package, not my home set up, and the fact that it says I need to upgrade my account won’t be resolved by fixing any physical issues with the boxes (which I don’t believe there are any as I’m able to access apps and everything else, I just can’t watch live tv) it says my package needs to be upgraded, so how can this be a fault with the equipment? It’s quite clearly a fault in the provisioning of my account but not a single person I have spoken to at CS seems to understand this or even attempt to resolve it, they just pass me around and book engineer appointments. This will be the 4th engineer visit I have had and I’m getting sick to the back teeth of no one taking responsibility for this and sorting the issue.
I posted on here in the hope that I may get a better response than I’ve had on the phone or live chat, but I’m not even getting a poor response, I’m simply ignored in the hopes I will just give up.
The lack of understanding, service and ownership of this problem is just absolutely awful, I feel like now that I’ve taken the package and I’m outwith my cooling off period no one cares as they know I’m stuck with this rubbish whether I like it or not.
Virgin really needs to fix up and sort this issue out instead of passing the buck round in circles to anyone and everyone who do absolutely nothing about it and couldn’t care less.
I’m annoyed and quite frankly disgusted at the lack of care shown since joining Virgin media, I really wish I’d never bothered.
Hi Molly,
no I’ve not received any message, which quite frankly doesn’t surprise me since every person I’ve spoken with since joining Virgin has said they will do something to help fix this and then just go on about their day like my issue doesn’t exist and keep expecting me to pay for it.
I have said from the start it’s a provisioning issue, every person I’ve spoken to has agreed, SO WHY CAN SOMEONE NOT JUST FIX THE PROVISIONING ISSUE????
I’m honestly so sick of this, I’ve just paid for another month of sky sports and BT sport on NowTV so that my husband can watch it live, when I’m already paying for that privilege yet no one at Virgin seems to be bothered enough about it to actually fix it.
why am I having to pay money to watch services through another provider, when I’m already paying you for them?
Anyway, I’m sick of complaining about this, it’s not going to make any difference anyway, no one at Virgin seems to bother whether they’re actually providing the service I’m paying for anyway.
not a single person has contacted me in all these weeks to even attempt to resolve this. The last engineer left saying “it’s a provisioning issue, nothing I can do, I’ve let them know so they will get in touch” .. surprise surprise no one has got in touch since.
I want this resolved asap or you can just cancel the whole thing and I will keep NowTV, at least they’re capable of providing a service and sorting an issue when I tell them about it instead of sharing it between 30 different people who all stand around telling me what the issue is then walk off and leave me to it without actually fixing it, because that’s what it feels like is going on here.
everyone knows it’s a provisioning issue, so why, in all these weeks, has no one fixed ir???
I want an answer to that, because if you all know what the issue is, and it is fixable, why have I been left for weeks paying for a service I’m not getting from you, and also having to pay a separate provider who CAN actually provide me the service so that we’re not missing out?
anyway, not sure where you sent the message to but I certainly didn’t receive it.
You can send it again if you want, or not, I know that the general attitude of Virgin is not one that leaves me with much in the way of hope or expectation.
thanks anyway for simply reiterating to me the same thing that every other person has said from the start and yet again still not actually doing a single to resolve it.
I mean, the bar was already set pretty much at the floor in my eyes from what I’d already experienced but you guys just keep limbering up to limbo right on under it. Quite astonishing how inept such a massive company can be!
Many thanks!!
