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  • Curly Girly
    Sotheran
    I've had similar problems - we couldn't continue with NTL/VM as our new village doesn't have cable. The contract was nicely cancelled and I asked them what they wanted to do about the box. They said they'd send someone out to collect it. I said they needed to come to our new address and gave it to them - they sent the final bill to new address so I know they have this. Nobody turned up.
    We went to old address last week to see if there was any post for us (most post has been forwarded successfully but not everything), and sure enough, a letter from VM saying we would be charged £250 for failure to return equipment.
    I called, and arranged collection for today. Waited 4 hours, no-one turned up. Spent 30 minutes holding to get through to someone, who said an engineer would call me within 15 minutes. No-one has called - that was 2 hours ago.
    I am trying to return their blasted box (it's over 3 years old, I'm quite certain they won't be reusing it) but they won't come and get it - how is that my fault?!
    • Fella
    • By Fella 13th Sep 07, 8:21 PM
    • 7,571 Posts
    • 8,858 Thanks
    Fella
    Virgin Media really are disgusting & what makes it so bad is that it's literally impossible to get anything in writing from them.

    They won't correspond by email & even if they PROMISE to send you written confirmation (I've had 4 separate promises from various lying scum so far) they don't. So you're forced to ring them endlessly every month....only you can NEVER speak to the same person so every month the whole painful hellish business begins again. I've now dealt with 15 different people at Virgin Media. FIFTEEN - & never yet managed to deal with the same person two months running. All they say is they'll "email them & get them to call you back" but they never do.

    I'm actually genuinely intrigued as to what kind of recruitment process they have, since it has a 100% record of weeding out anyone honest, competent or trustworthy.

    It's the kind of behaviour I'd expect from the worst fly-by-night company in the world, not one run by "Sir" bearded-tw*t Branson.

    Far far FAR & away the worst company I've ever dealt with. The next 10 awful companies I've ever dealt with, combined, haven't been nearly as much trouble as this unholy abortion of a company.
    • acc
    • By acc 13th Sep 07, 9:06 PM
    • 314 Posts
    • 705 Thanks
    acc
    Virgin Media really are disgusting & what makes it so bad is that it's literally impossible to get anything in writing from them.

    They won't correspond by email & even if they PROMISE to send you written confirmation (I've had 4 separate promises from various lying scum so far) they don't. So you're forced to ring them endlessly every month....only you can NEVER speak to the same person so every month the whole painful hellish business begins again. I've now dealt with 15 different people at Virgin Media. FIFTEEN - & never yet managed to deal with the same person two months running. All they say is they'll "email them & get them to call you back" but they never do.

    I'm actually genuinely intrigued as to what kind of recruitment process they have, since it has a 100% record of weeding out anyone honest, competent or trustworthy.

    It's the kind of behaviour I'd expect from the worst fly-by-night company in the world, not one run by "Sir" bearded-tw*t Branson.

    Far far FAR & away the worst company I've ever dealt with. The next 10 awful companies I've ever dealt with, combined, haven't been nearly as much trouble as this unholy abortion of a company.
    Originally posted by Fella
    I use Virgin Media for landline and broadband, and have had much the same experience as Fella with NTL and now Virgin Media, except that I have on one or two occasions spoken to a person who is actually helpful and who does try to sort out the problem in hand. All credit and thanks to these people, because at all other times NTL/Virgin Media are totally frustrating.

    It used to be almost impossible to get through to either customer service, customer retentions, or complaints at head office, but at least the call was free, even if it did take well over an hour to get through. Then they decided to charge people for calling them to make a complaint!

    It's a deliberate ploy on their part to ensure that people who call in to complain cannot speak to the same person again, to frustrate the caller.

    They never reply to e-mails or comments submitted on the website, and of course never confirm any agreements in writing.

    But having said all that, are the alternatives any better?

    I've explored and am still considering the possibilities of leaving Virgin Media, but the alternatives usually involve going back to BT, who are no cheaper and whose customer service was also abysmal, which was partly why I went to a cable company. Then there's the broadband aspect. Talktalk seem competitive, but there's been a great degree of dissatisfaction and complaints about them.
  • Jarlawuk
    Wow I was going to sign up to their broadband service as I was attracted by the £10 a month offer for switching customers, but after what I've read I'll be giving them a miss.
    • Erik6
    • By Erik6 3rd Oct 07, 5:16 PM
    • 9 Posts
    • 0 Thanks
    Erik6
    but will try the complaints procedure, if not what is CCIS please?
    Originally posted by Yabbo
    Virgin Media have to be a member of an adjudication system for internet and telephone services disputes. CISAS is the organisation that Virgin Media is a member.

    Here is their website http://www.cisas.org.uk/ . They better explain how they deal with disputes... but roughly if you follow the complaints procedure without getting a resolution you can take your complaint to CISAS.

    They are currently dealing with my complaint and I should get the desicion in the next day or so.
    • Infidel
    • By Infidel 6th Oct 07, 11:28 AM
    • 1,197 Posts
    • 293 Thanks
    Infidel
    Wow I was going to sign up to their broadband service as I was attracted by the £10 a month offer for switching customers, but after what I've read I'll be giving them a miss.
    Originally posted by Jarlawuk
    That's what i was supposed to be on. Yet after the £25 payment in advance, i was charged £36, then £18 then another £18.

    So currently they have overcharged me £57. And the worst thing is that i was conned into signing up by direct debit, which i can now see is just a trick to steal money and cream interest. They must be making a packet by doing this.

    Surely it's illegal?!?!?
  • jon_r
    I Thought Ntl Were Bad But Virgin Media
    Virgin Media is in a word totally useless, we asked for July's itemised phone bill 6 weeks ago, we received a copy of the statement,i rang again they re assured they would send it for £1 fine...did we receive it? no, just a letter to say they would send another un itemised bill statement.

    Today my outlook express has a fault i ring their rip off 0906 broadband help number,it justs rings for ages then nothing,at least with ntl ok you did get through,after a while.

    Surely there must be a legal requirement to provide reasonable level of service.


    never put off buying a bargain today,it may be gone tomorrow
  • djcl12960
    Virgin Media complaints
    Get a load of this policy for Virgin Media policy for non cable customers:
    "Employees must cease contact with any person who indicates that the contact is inconvenient, unwelcome, inappropriate or too long. If the customer requests it, the discussion must be ended immediately."

    In other words, when you have a legitamate complaint due to a long contract that in "small print" contradicts what it says on the home page of something like an e-bill, you are expected to be able to understand a disertation of their policies in a very long version. It makes them billions when the average customer agrees to their terms and conditions.

    Impresume this means - In other words when an employee of theirs is either poorly trained, lying, or has the same impression as you or I have from reading the main page and they think they are telling the truth to you, you have no right to complain and be listened to by Virgin Media. You will be hung up on.

    They seem to be actually saying that you will be hung up on the second you mention that you have been lead to believe that a procedure is always free and easy to follow or inappropriate for any reason; unwelcome -because it is perhaps grossly unfair; and even too long.

    In regards to too long and the other catches: Have you ever received a paper letter shortly before the expiry of your policy from your home contents insurance company explaining in the first paragraph that you need not do anything and you will continue receiving insurance the following year; then read through the whole 6 page letter and find that on page 3, about 30 paragraphs later, it explains there is a huge increase in your direct debit price for home insurance? That is, you would only know this if you continue reading the whole boring letter!

    Is it any wonder that an automated service for billing from Virgin Media doesn't always work? For every second it is malfunctioning Virgin Media is making millions from non-suspecting customers. So your disatisfaction that is a reason for them to hang up on you immediately.

    Can you imagine how many employees they would have to employ to prevent massive disatisfaction? A fair share of those billions would be used up.

    This is, of course, their policy for non-cable customers. Who knows what their policy is for cable customers?

    There is a snail mail address for complaints, and they promise to reply within five working days. I SHOULD receive a reply from them by Monday or soon after. Let's all phone their operator and ask for the complaints address. They will be swamped. They don't seem to have an email complaints address.

    I may post more details once I receive a reply from Virgin Media/NTL

    About half an hour after posting my complaint I saw the shocking cases against Virgin Media on Watchdog this week.

    David
  • shezzer1
    My Virgin Media Hell
    I have been a customer of Virgin Media ( Formerly Telewest) for two years now and I have never had so much stress. I moved address in August this year and have now found out they have given me another years agreement. Since August I have had nothing but garbage service. firstly they took two months service charges from me only for me to be told this month that they never recieved it. Baring in mind i have the proof on my bank statement. Then my second box in my bedroom broke down twice so I didnt have service for 4 weeks. They sent out an engineer only to be told the last engineer was that lazy he had cut my aerial wire to use for a line instead of going to his van which was two steps away and using the correct cable. Then i was told he could not repair it but he would contact the call centre and they would contact me which they did but said they would have to get someone else to contact me which they have not done so yet!!!!!!! I have cancelled my direct debit until I get something sorted. Is there anyway I can cancel my agreement with them without getting charged another years subscription.
  • AnneH1957
    Virgin Media - the complaints continue
    I decided to add my voice to the complaints about Virgin Media, although having read some of the accounts here, my experience pales into insignificance!

    We had been with Telewest for several years with no problems, but that changed when Virgin took over and we decided to switch to Sky in August. My husband gave a month's notice to Virgin Media by phone, and we were given a date for disconnection and collection of the equipment; we were told that the direct debit would be taken as normal for the final payment, but as the contract was being terminated in the middle of the payment period, we would be entitled to some money back, and we should call Virgin after the final payment was taken, cancel the direct debit and ask for a cheque to cover the balance. So far, so good - we were disconnected and the equipment was collected as arranged.

    Two days later, contrary to what we had been told, we received a letter from Virgin Media informing us that the final amount due (£15.09) had been adjusted and would be taken from my account as usual by direct debit on 19 September. I was surprised to receive on 11 September a red final demand for the £15.09, but (foolishly perhaps) I ignored this, assuming this would be taken from my account as advised. On 24 September I checked my account and found that not only had the £15.09 had not been taken, but that the direct debit had been cancelled. My husband called Virgin Media, who didn't seem to know why they had cancelled the direct debit but said we should send a cheque to cover the £15.09 owing, which we did the following day. We assumed that was the end of the matter - how naive were we!

    On 29 September we received an unpleasant letter from Westcot, a debt collection agency, demanding payment of the £15.09 and threatening court action and bailiffs. My husband phoned the agency and they agreed to put the 'debt' on hold for 2 weeks while they checked with Virgin Media. I then wrote to Virgin expressing my annoyance that they had instructed a debt collection agency when there was no debt to pay. Their acknowledgement, addressed to my husband, despite the letter having been written by me, was the only reply we had, unless one counts the unsigned and undated compliments slip which arrived on 25 October with a brief note that our account was now clear . On the same day, we had a further demand from Westcot this time for £15.09 plus £30.00 in legal fees! Another call to Westcot, who implied that Virgin did this frequently, and they would again put the 'debt' on hold while they investigated. We then received a letter from Westcot saying they had raised a query on the account and this could take several weeks to investigate! My husband then wrote to Virgin Media at their London Offfice, but had no reply at all. I then wrote again to Swansea complaining about the harassment we had suffered, and suggesting that an apology and ex-gratia payment would be in order, failing which I would be referring the matter to Ofcom. The reply, again sent to my husband and addressing him by his Christian name, claimed that the sender had attempted to contact him by phone but could not make contact. If this is true, I can only assume that she tried to call on the Virgin Media line, which of course had been disconnected! The letter was remarkable in that despite it being only 7 lines long, it contained at least 12 grammatical and spelling errors, 2 factual errrors, and it was unsigned. The letter did confirm that we owed no money, but I'm not convinced we've heard the last of it. I am now considering whether it's worth replying, and whether Ofcom will really care! I'm just amazed that Virgin Media have any customers at all.
  • goodwoodx
    I too am totally disgusted with what passes for customer service at Virgin.
    Last Saturday I received a letter from Moorcroft Debt recovery saying I owed £12 and had a week to act before they took the matter further. At first I thought it was a scam as I have a Direct Debit with Virgin. I thought I'd better check it out anyway and phoned Virgin. Hung on for (the first of many) 10 mins only to be told I had to ring another number. Hung on for another 10 mins to be given another number. It seems they have a policy of keeping you hanging on, paying 0870 rates, one of the automated messages even stated it could take approximately 15 mins to get through. To cut a long story short it took me over 3 hours of being passed from pillar to post to finally get through to the correct department - virgin customer services can't access ntl databases etc. It transpires that Virgin had a billing problem in July and the calls I made during that time were somehow charged to my old ntl account that had been closed in April. They hadn't sent out a bill and the first I knew was the debt recovery letter. Bunch of cowboys, one of the worst companies I have ever dealt with.
  • Scoobyr1
    Virgin Media - Joining the masses!
    Hello Comrades,

    I felt compelled to comment, I too share the same experiences as many of you! Without going through the whole long drawn out story! It started approximately 10 months ago!

    Having been an NTL Braodband customer for a number of years I decided to give them a 2nd chance on the TV and Phone now they were Virgin Media. I cancelled Sky+ and bought the VIP package at £80 per month. Upon delivery the picture quality was awful and the Broadband speed was less than a tenth of the advertised 20Mb.

    10 months later I have had several Engineers visit my home, the boxes and modems have been swapped and the problems still persist. Everytime I call Virgin I have to start at the beginning! For the last month I have been calling the retentions department who have assured me they would resolve the problem, but after several "No Show" appointments or Broadband Engineers turning up without a clue the problems persist.

    I then received a letter from the Director of Customer Retentions saying she was pleased I had decided to "stay with Virgin", as you can imagine I promptly replied explaining that her letter was a little premature and went on to explain my problems - she is yet to respond.

    However, I am a little unsure as to whether Sir Richard is really aware and responsible for Virgin Media! As my research has led me to believe that it was NTL who merged with Telewest and then bought out Virgin Mobile and in doing so they secured an agreement to use the "Virgin" brand name. see http://www.guardian.co.uk/media/2006/apr/05/digitalmedia.citynews

    Richard Branson ended up with 10.7% shares in the new Virgin Media and a 0.25% return on revenue, however I don't believe his involvement is any more than this even though he has a seat on the board! In other words it is still the horrible NTL trading under the disguise of Virgin!

    If I had known this I would have remained with SKY!
  • wormy123
    Virgin Media Complaints
    I thought I was the only one who had been conned by virgin media. however it seems like it has happened to A LOT of people.

    I saw http://VirginMediaComplaints.co.uk

    and there are just as many unhappy people telling their stories.
  • Mushu
    Argh!
    Oh dear, where do I start! Since October I have had to call Virgin Media at least ten times with regards to their television, broadband and telephone services because and have had engineers called out three times in two and half months, with services being down for up to three days at a time.

    When the television service first went down we needed to have our set top box replaced, which was fine because it hadn't been replaced for a while. But, today there was, apparently, an ‘area fault’ and was instructed to wait two hours for the issue to be resolved. Well the error probably did get resolved at the expense of my set top box and I have to wait 2 days for an engineer to come and replace it less than two months after having it changed! I called Virgin Media to find out why my television wasn't working and stated that I had had my box replaced a short while ago the guy on the phone says, "Yes ma’am, I understand your problem and apologies for the inconvenience but once the engineer replaces the box everything will be resolved." Yeah right, until I need to have the box replaced again in two months. I’m not going to pay them a £24 service charge to replace a box I paid them to install less than two months ago!

    The broadband service isn’t much to be desired. In November we had no internet for four days and as a result an engineer was called out because our modem didn’t have an output signal and so the engineers decided it needed replacing. One of the engineers was telling me that his broadband service had been getting pretty bad after he installed a new modem and that every time he turned his computer on he had to reset his modem. Over the past couple of months my network signal has rarely gone above good and every time I want to navigate away from a page or submit something I have to refresh because I always get a message telling me I have no internet connection. For example, this is the second time I am submitting this post because I had refresh the page when I submitted the last post! I have to keep reminding myself I have broadband and not dial up because Virgin broadband is so reminiscent of my old dial up internet. It’s ridiculous how slow my broadband has gotten over the past couple of months!

    It’s pointless calling up the Virgin fault line because you end up talking to people who have no idea what they’re talking about and they have no authority to do anything about your problem except book a appointment for an engineer to come out and see you. I always get a generic response, usually one of the following:

    1. Turn your set top off at the mains and leave for 20 seconds then turn it back on- I have to do this every day anyway because I can’t view programme information unless I turn the box off from the mains, it always comes up with the message ‘No programme information’.
    2. There is fault in your area the problem will be resolved within the next…- usually 2- 6 hours.
    3. You need to book an appointment for an engineer to come and replace your set top box- so far two times in two months.

    We're thinking of moving over to sky. Apparently, they have a more reliable service which doesn't entail wasting time and energy on phone calls and waiting half a day for engineers to turn up and change a box which takes them less than 5 minutes to do.
    Last edited by Mushu; 29-12-2007 at 11:31 PM.
    • Diamond78
    • By Diamond78 14th Jan 08, 12:39 PM
    • 1,437 Posts
    • 4,092 Thanks
    Diamond78
    Hi Guys,
    I have had nothing but grief and hell from VirginMedia.What a disgraceful and S@@@ company this is.Well I have a address for complaints if anyone needs it, but by the looks of it no one on here has had any luck.

    This is the address for complaints
    Virgin Media
    Customer Concern
    POBox 333
    Siemans Way
    Matrix Court
    Swansea
    SA7 9BB

    I have never been so stressed in my life.I have had problems from day one starting from installation.I thought it was a good deal to sign up to when i was searching online as Id just moved to a new flat.I had no BT line so really had no choice but to go with Virgin as BT wanted over a £100 for installation.Anyone it stated the 3 for £30 and that if you sign up online you save £30 which would of saved me from the installion charge of £30. It didnt work online and asked me to call there no so I did.I explained was trying to do it online and I was told the £30 discount would be applied and not to worry.
    The day of my installatioon day arrived.One guy turned up,said he couldnt do it but didnt explain why.he said he would inform his manager and someone more qualified would be round to do it.Thought ok,tho I wasnt to hapy as it was a morning app but lunchtime had passed so I rang from my orange contract mobile.I dont even want to get into what the call centre you get put through to is like. Why do they go through to India???I dont really have a problem with it but when its a matter like this and they cant help you they are just ripping you off.In the end after several more phone calls a manager turned up after 6pm stating that the job could not be done as the cable had to run from the pavement in the street-Errr that has nothing to do with me.Basically he said its a 2 man job. So he booked it for 2 days later and promised it would be done.He said it would be a 2 man job and he would come aswell to make sure it all gets done.It was a morning job as I explained my son had his school xmas party in the afternoon,saturday morning engineer arrived said he couldnt do the job coz the 2 men didnt arrive to do the job outside.The manager arrived about 12 and we waited hours before the 2 men arrived to do the job.The completion was not done and completed till 9pm that evening.As a result my son missed the xmas party as I had no one to take him.I could not go online as I was not given my password to get connected online so had to ring the not free number which is a 090 number.Even then I could not be given the password and was told i would not be charged for the cal.I actually made over 10 calls that evening to various different numbers to get online with a bunch of rude staff both from india and the uk and in the end it the manager that was here who got me the password.

    Other problems was I asked to be ex directory-I kept recieving calls for a woman and these ppl reading out my number saying but this is her no,do i sound like her-NO so its my no now.Aswell as that Im getting calls from call ppl trying to sell me mobiles.I rang an complained and was told i can change my no free of charge but i already gave my no to friends and family and didnt want the hassle again.

    Then my set top box stopped working.Again rang up complained which was no good-told an engineer could not come out for 5 days.I said that wasnt good enough and complained.In the end I contacted the helpful manager that came to install my box as I had his no in case anything went wrong.He came out 2 days later and fitted in another box.I sent a complaint via email and a week later recieved a call after I stated I was going to contact watchdog on BBC.The woman who sounded helpful apologied and said that I would get a months free ect ect.I thought sweet even though I had to pay a £25 deposit which had been taken out my account already.

    Since having the new box, the channels change by itself aswell as the remote not working(batteries work fine) sometimes the screen freezes or states that not autorised the watch the channel.I recieved my 1st bill charging me over £57.This includes installation, calls made to broadband support altho was told would not be charged and all the rest of it when it should be zero.I was told i would get the £30 off for booking the 3 for £30, not showing.The months free that i was told I would get for inconvinience caused was not shown. So I rang up as you do was told i would not pay nothing the first month and teh 2nd months bill I would be in credit of app £12.

    Last week my broadband stopped working.Thought it was due to tecnical probs or weather as I dont know about things like that.I tried the next morning still not working so I rang up the 090 tecnical support no and was told i had been disconnected due to non payment.Rang customer service who said sorry and told me the bill had been sorted ect ect and also told me the discounts I was given had not been applied.

    Dont know if i mentioned that I had a 2nd set top box put in lol-sorry about the long essay but im so angry and fuming.Anyways since we had 2nd set top box, our channels change occasionally by itself.Its really freaky.I have put it down to the box being new and getting use to working ect but its scaring my son and he thinks we have ghosts as its also annoying when we are watching something the chanels just flick to another really fast.Rang virgin this morning to report this as Ive had enough of it and its scaring my son, I was told of 3 slots available but all where times which clash or could clash with me picking up my son or taking him school.I asked if she could put on the system that I be called on my mobile before an engineer arrived and she would not say at 1st.I explained I had no one to be indoors for me nor did i have no one to pick up my son.So she said she would put it on system but could not guarentee i would get a call and if i wasnt in when engineer arrived i would be charged £10.WTF!!!!

    I think Virgin media are scandalious, disgraceful and shameful.They all tell you different things and say they are doing this and doing that and dont end up doing it.I am seriously thinking of cancelling the whole lot as I have had enough.Its caused me nothing but stress which I do not need.I am thinking of emailing BBC Watchdog.If there is anyone else that are still having problems on this thread plz lets do sometthing about virgin as this is unfair and should be known to ppl about how they operate.I know there are many happy customers but there are also many unhappy customers.
  • aardvarkuk
    Why not email Dickie richard.branson@fly.virgin.com
    • Diamond78
    • By Diamond78 14th Jan 08, 1:00 PM
    • 1,437 Posts
    • 4,092 Thanks
    Diamond78
    Lol doubt he will do anything about it when his own staff aint doing nothing about it.....I rang up the manager who helped before.He kindly gave me his no in case of any problems and he has told me i will need another set top box.3rd one now.Is it worth the hassle????
  • DenBo
    To be fair I don't actually think you are going through to India, when I rang them last week I was talking to an Asian guy but I could hear English/Scottish voices in the background. Why not email Richard Branson, I'm sure he would be interested. (I'm a very happy NTL customer, remember Sky is just as imcompetent - but they charge something like 8p a minute, at least Virgin is free!) PS. I have just cancelled Sky to go back to NTL - believe me Sky are incompetent - and they charge a lot to call and complain!
    • Ignatius_A
    • By Ignatius_A 14th Jan 08, 1:13 PM
    • 204 Posts
    • 66 Thanks
    Ignatius_A
    I would like to recommend the website www.cableforum.co.uk as a great site for virgin media information - they also have contacts into Virgin to assist with the most troublesome of issues where you're getting no joy from any of the official routes into Virgin Media.

    I have no affiliation with cableforum other than as a user.

    Regards
    • Diamond78
    • By Diamond78 14th Jan 08, 1:25 PM
    • 1,437 Posts
    • 4,092 Thanks
    Diamond78
    Thanks for the comments.Denbo when I asked today the lady told me it was the callcentre in india, not that I have a problem with that.But as I have had so many problems with different things with the company I asked to be put through to a team leader or manager as I was not happy with what she was telling me.I am aware she was ony doing her job,which is why I asked for a manager.When I spoke to him he also stated he was from the call centre in india and that he could not help me on this occasion. So i asked to be out through the customercare in the uk and I was put through where I was given the address to send my complaint to and that an engineer would be out and if i was not in due to picking up my son from school i would not be charged the £10.So how can one customer serv tell you one thing and the other another.

    I have a faulty box again so hoping the 3rd box will be 3rd time lucky. Someone has mentioned CISAS. I havent really looked at it yet but will do.Can anyone recomend anything else??

    I use to be a telewest customer,prior to that ntl and never had a problem with any of there services.strange or its just my luck!!!
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