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    • zx2011
    • By zx2011 20th May 07, 11:47 AM
    • 307 Posts
    • 109 Thanks
    zx2011
    • #2
    • 20th May 07, 11:47 AM
    • #2
    • 20th May 07, 11:47 AM
    See section 5.5 in Virgin Media's Code of Practice at http://allyours.virginmedia.com/pdf/code_of_practice.pdf
  • epz
    • #3
    • 20th May 07, 12:50 PM
    • #3
    • 20th May 07, 12:50 PM
    phone and ask to speak to their retentions or exec office departments, retentions can half your bill and are the only folk with real power
  • sillymoo
    • #4
    • 21st May 07, 12:42 PM
    • #4
    • 21st May 07, 12:42 PM
    Can't help with the official complaint procedure, but just made Virgin Media back down over a charge that i believe is incorrect and I assume THOUSANDS of people have been charged it.
    Briefly, when Virgin took over from NTL it started incorrectly charging for the telephone line rental, and to be honest i for one genuinely hadn't noticed it. Anyway in April they sent a letter explaining that this has been happening, but admitted it was their mistake, and so they would not be backdating any charges.....so my bill arrived this month and they had charged me for last month line rental...I rang them, but the customer services operator said that no they weren't charging for last months line rental as I hadn't actually been charged for it and Virgin had only realised they were undercharging on
    the 10th April but the previous bill ran from the 7th April to 7th May....which included the line rental as part of the package, I had actually paid the rest of the bill...the operator wouldn't listen to this argument so I asked to speak to a supervisor in accounts...they put me on hold (free) for 15 mins, and when I got through the supervisor also didn't agree with me, their argument was that as the amount on the last bill for line rental was zero , even tho i'd paid the total bill, recharging for last months line rental wasn't backdating the charge becuase I hadn't actually paid any money for it!!....so eventually I said so do I have to pay the £10 odd charge, and she said yes, so i said well I will, but I totally disagree with you, and will be putting in a formal complaint to Oftel....at which point she said well in this case we'll waive the charge, because you're not the only customer to complain about this being wrong, and she admitted herself that she thought it was wrong and could see where the customers are coming from.
    If every Virgin Media customer is being recharged over £10 that must amount to thousands in income for them!!
  • coolcalimba
    • #5
    • 21st May 07, 12:46 PM
    • #5
    • 21st May 07, 12:46 PM
    Hi
    I too had problems with Virgin Media. They (apparently) sent letters to me telling me I had outstanding payments AFTER I had moved out of the house and been informed by NTL that my account was settled. Obviosuly I didnt get the letters after I had moved out and their debt collection company "Moorcroft" found me at my parents address demanding 170 pounds of line rental due to the fact that the account could not be closed at the time.

    I ended up paying it to shut them up.

    I will never buy anything from Virigin again, not even a CD.
    Dan Cook
  • flutenpicc
    • #6
    • 3rd Jun 07, 12:34 PM
    • #6
    • 3rd Jun 07, 12:34 PM
    Guys,

    Thanks so much for all the feed back. I've waited 5 months for someone at Virgin to be able to tell me what their complaints procedure is. It will be particularly useful now as the amount they owe me for not being able to use my internet package and for not cancelling my account when I first instructed them to in Jan 2007 is just increasing.

    I echo coolcalimba's comments - stay well clear!!
    • Erik6
    • By Erik6 5th Jun 07, 3:28 PM
    • 9 Posts
    • 0 Thanks
    Erik6
    • #7
    • 5th Jun 07, 3:28 PM
    Virgin Media Complaint
    • #7
    • 5th Jun 07, 3:28 PM
    I made several complaints over the telephone regarding problems with the service... such as being billed twice as much as I should be each month.

    I read the complaints procedure and then wrote twice with the same complaint. I have not received an acknowledgement of either (it states in the procedure I will receive an acknowledgement within 48hours). It's now two weeks since I sent the first complaint letter.

    Just to note I rang to check if they have received the complaints and they told me over the phone that there no way they would respond within 48 hours and have no method see if letters are being dealt with.

    What are my options?

    Sending another letter seems a waste of time.
  • Clivel_98
    • #8
    • 22nd Jun 07, 7:45 PM
    Complaints procedure? waste of time
    • #8
    • 22nd Jun 07, 7:45 PM
    OK - here's my case. I needed to get an extra land line ( I already have 3), so phoned up. On hold for ages (as per usual). Also wanted to discuss bringing all services under one agreement (2 mobiles, 3 landlines, full TV package) and upgrading to V+. With this package, I am one of VM's most valuable customers - one of th eones that they need to keep. Finally get through to someone who starts to look at the various agreements that ntl: set up for me, and says that I have the 3 extra landlines plus the one included with the tele package. This was news to me - I asked to know for how long I'd been paying for 4 lines, with only 3 being provided. She didn't know, but could offer me 3 months repayment - any more was prohibited by law. I pointed out that this was not the case, and it suddenly became 6 months. I said that I prefered to write to complaints - she said write to the Swansea address on the back of the bill. She also couldn't deal with teh rest of my request until everything had been dealt with. On the back of bill is a Wythenshaw address. Go to the VirginMedia web site - no complaints address at all. Find the Swansea adress from one of the many VM forums. Write to both. Wait for ages - get 2 letters back saying that they will be in touch in 5 working days, or possibly 10 due to quantity of complaints.
    1 month later, still nothing. Write to the head of customer services and the CEO. 3 weeks later, get 2 letters stating that they will be in touch within 5 working days, but it could take 10. Get back in touch with the customer service desk. Explain everything again, as notes on system not fully descriptive. The guy tries his best to help me, but says that he can't actually do anything. Gives me an email address to complain to. weeks later, I get a letter, saying that they will be in touch within 10 working days, although it might take 15.
    Do a quick calcualtion of 1 line's rental times by the 7 years I've been with ntl:/VM, add a token amount for all teh time I've spent to date, and submit a small claims court claim. Get an immediate response from VM's legal department, saying how I'd got it wrong - I was only overcharged for 3 years, so they only owe me £380, and out of the kindness of their heart, they'll refund me the full £120 small claims cost, but nothing against the time spent. Discussions go back and forth, with teh legal guy stating that I am wrong in my thoughts that VM has treated me with disrespect (not responding to communications, lying to me, refusing to deal with me for extra services, not getting any specific response from teh head of customer services or the CEO, refusing to even consider a token payment against the hours I have so far spent, only responding when a legal claim was made). They have now decided to contest part of the claim, which I assume means that they will be going for th elowest repyamnet to me possible.
    I have written to my MP (he referred it to the Commisioner for Data Protection), to the minister responsible for consumer affairs (no response), to Oftel (nothing they can do) to Otello (VM is not registered with them), to Watchdog (nothing from them yet) and am currently looking in to Which? legal services and a possible full court case.
    It is obvious that VM just hope that people will lose the will to live and just go away. We all need to make sure that we complain as hard as we can and stick with it - the cost of dealing with us all on a continuous basis is too much for such a company to deal with.
    As a starting point, the email address of the head of legal affairs is david.bond@virginmedia.co.uk.
    It is disgusting that a company can get away with such dispacable levels of service, and that there is no real formal way to complain and to get any satisfaction. Write to your MP requesting that they look to submit an early day motion forcing such companies to have a complaints procedure detailed in writing with an easy means of entry via their web sites, and that an independent body be set up to stand in where the procedures are notbeing followed.
  • Zutty
    • #9
    • 27th Jun 07, 11:52 AM
    • #9
    • 27th Jun 07, 11:52 AM
    I don't like to be a quitter, but if they won't play ball you're stuffed. I was with NTL for a number of years and although they were irritating at times, Virgin have made them look like saints.

    I have never dealt with a company as bad as this one in my entire life. I have been lied to by at least 4 members of staff (one of them even acknowledged that the other three had lied to 'save their jobs') then went on to lie to me himself. I have been placed on hold and left there - cut off - told "oops, the system has just gone down, I'll call you back" and they didn't - promised letters and emails that never arrive - given a special retention offer that didn't exist, finally put on a retention offer only to have it removed the next month and be told I never had it in the first place?! They never reply to my emails or letters and the last time I called about a billing problem, the idiot tested my line speed, which had nothing to do with the reason I'd called him!

    I can hear you all telling me to switch companies if I'm not happy - the problem is, that Virgin is my only option for broadband, the BT line is ancient and can only just handle voice calls.

    I'm at my wits end with them, I have a poor quality service and am being overcharged for it but everytime I try to remedy the situation, they just find a new way of taking the pee.
  • turnbull
    Hi,

    I have tried to make a complaint over the phone and they refused to accept it. I told the girl I would write to them to complain and she told me she didn't know the complaints address!

    I ended up searhing for it on the internet and wrote to them 5 weeks ago. Having heard nothing I have searched the internet again and found many stories of people who get complaints ignored. It seems they don't answer complaints!

    What am I supposed to do?
    • JAYMARSH2005
    • By JAYMARSH2005 19th Jul 07, 5:10 PM
    • 2,858 Posts
    • 1,187 Thanks
    JAYMARSH2005
    Hi,

    I have tried to make a complaint over the phone and they refused to accept it. I told the girl I would write to them to complain and she told me she didn't know the complaints address!

    I ended up searhing for it on the internet and wrote to them 5 weeks ago. Having heard nothing I have searched the internet again and found many stories of people who get complaints ignored. It seems they don't answer complaints!

    What am I supposed to do?
    Originally posted by turnbull

    What is the nature of the compliant mate, If you p.m me the details I will forward it onto a V.M employee who I know and get it resolved for you.
    • Erik6
    • By Erik6 23rd Jul 07, 10:58 AM
    • 9 Posts
    • 0 Thanks
    Erik6
    Hi,

    I have tried to make a complaint over the phone and they refused to accept it. I told the girl I would write to them to complain and she told me she didn't know the complaints address!

    I ended up searhing for it on the internet and wrote to them 5 weeks ago. Having heard nothing I have searched the internet again and found many stories of people who get complaints ignored. It seems they don't answer complaints!

    What am I supposed to do?
    Originally posted by turnbull
    I sent a complaint by recorded delivery in the end. I have had some response but if it's not dealt with by the end of twelve weeks I shall take it to CISAS.
  • Yabbo
    Virgin Media Complaint
    I have written to Virgin Media 4 times as they have charged me £240.00 for a service I no longer have - this includes failure to collect direct debits x 2, service until September 07, Termination fee (I have had the contract for over 12 months) and various other fees that I have asked them to list but they haven't as yet. I have now received the £240 bill to be paid within 7 days or they will get the debt collectors/bailiffs in. Not sure what to do, but will try the complaints procedure, if not what is CCIS please?
  • steviec9
    I have had no internet since 20 July, fobbed off three times by Customer Services and Retentions Team only contacted me yesterday when they received notification from BT that they are taking the line back tomorrow. Very pleasant woman but she was rendered speechless by the lack of communication I have had. Have emailed them twice (two reference numbers) - still no reply. No idea when the internet service will be returned and I refuse to waste my life holding on a premium rate number for someone who clearly doesn't have a clue. Have cancelled my direct debit with VM and can't wait for their threats to start when they can't collect for a service they aren't providing. My last email to them gave them formal 30 day notification of termination of my contract and instruction to bill me manually for adjusted last period of (non) service, so the ball's in their court.
  • turnbull
    Are you all stark raving mad?

    What is wrong with you people. How on earth could you have any reason to complain about Virgin, the great company run by the people's man - Richard Branson. The hippy who loves us all and is trying to save our children by planting forests?

    Well, let me join this post. I've written to Virgin 3 times at both their Portland address, London and Hook and never received a reply. I am owed £40 that they proised to refund and having issued a small claims court summons, surprise, surprise they have paid up saying that they don't admit liability but it would be financially unviable for them to defend this. I've also got my court fee refund plus a small amount for expenses.

    This is the only way I found to deal with Virgin. I shall avoid Bransons companies where I can in the future and I feel sincerely sorry for all you others who have to deal with this 3 legged donkey of a company.
  • normanmark
    I've had a lot of problems with Virgin, all on the billing side, i keep getting on the retention deals every 3 months & every month theres an error in how they calculate it.

    However i'll be fair, they've sorted it out everytime & last time they even extended my current deal for a further six months! Service wise i cant fault it, never had the service down for more than a couple hours in around 3-4 years of service!
  • notso310
    Virgin Media Shambles
    I have had ongoing complaints from Virgin Media since moving address in June. When installing the TV & broadband they didnt install the phone line we required and despite having spoken with 12 different people and promised 12 callbacks I have yet to receive one. Now they have decided to change our monthly payments from £43.25 to £91.00. Again we complained and were told that the person who authorised the monthly charge of £43.25 shouldnt have offered that price and she could do us £65.00 minimum. When asked why then did they charge £91.00 she said that in june a database sweep removed many of the promotional rates given out and people had to re-request them. She would not let us talk to anyone else and could not give out a complaints address. As a last resort I cancelled my direct debit and wrote another letter to confirm this. Yesterday my TV package was removed from their system. I have sent 3 letters going back to 20th July, and although one has been acknowledged as received, I have yet to have a response to it. WHERE CAN I GO FROM HERE ??? PLEASE HELP !!!!
  • SillyBilly
    Every time we've had a dispute with a bill, my wife has just said "cancel the whole package, I'm moving over to Sky"

    The response has always been the same - They've backed down and resolved it straight away.
    • Fella
    • By Fella 31st Aug 07, 10:03 AM
    • 7,571 Posts
    • 8,858 Thanks
    Fella
    I don't like to be a quitter, but if they won't play ball you're stuffed. I was with NTL for a number of years and although they were irritating at times, Virgin have made them look like saints.

    I have never dealt with a company as bad as this one in my entire life. I have been lied to by at least 4 members of staff (one of them even acknowledged that the other three had lied to 'save their jobs') then went on to lie to me himself. I have been placed on hold and left there - cut off - told "oops, the system has just gone down, I'll call you back" and they didn't - promised letters and emails that never arrive - given a special retention offer that didn't exist, finally put on a retention offer only to have it removed the next month and be told I never had it in the first place?! They never reply to my emails or letters and the last time I called about a billing problem, the idiot tested my line speed, which had nothing to do with the reason I'd called him!

    I can hear you all telling me to switch companies if I'm not happy - the problem is, that Virgin is my only option for broadband, the BT line is ancient and can only just handle voice calls.

    I'm at my wits end with them, I have a poor quality service and am being overcharged for it but everytime I try to remedy the situation, they just find a new way of taking the pee.
    Originally posted by Zutty


    Boy does that strike a chord.

    VirginMedia are so unbelievably disgusting it is making me ill dealing with them.

    Here's my experience, summarised as much as possible:

    Jan - rang & spoke to retentions & was offered a one year "deal" on my tarriff.

    Feb - bill correct.

    March - bill incorrect. The person I rang denied I'd ever been put on the cheap tariff. After endless phone call finally got them to agree I was correct & amend bill. Was promised that all future bills would be correct.

    April - bill incorrect. The person I rang said that the special tariff can ony be applied "3 months at a time" & it had expired & they'd have to reapply it & amend my bill. They amended my bill & told me the tariff had been reapplied & they'd diary it out to be reapplied at each 3 month interval.

    May - billl incorrect. Spoke to supervisor this time. Was told that the tariff hadn't been reapplied but that she would reapply it personally AND diary it out to be reapplied AND put a note on my account to ensure if I ever had to ring again all details would be on my notes.

    June - bill incorrect. Spoke to a CS rep who said there were no notes of any kind on my account, no special tarriff & she refused to discuss the matter. Then she cut me off. Rang back & spoke to a different CS rep & then her manager. Was told that the bill would be corrected & she'd send me a written letter confirming the tarriff that I'm on & that it would be applied correctly to all future bills.

    July - no letter received & bill incorrect. Person I spoke to said there was no record of any of the above & also refused to believe that I'd ever been offered the tariff in January. After very lengthy phone call she finally agreed I had but only because I had an email from way back in January from the girl who gave me the offer, confirming the details. (thankfully I requested a confirmation email at the time). In order for me to forward this email to them, they had to "open up" their system to allow external mail through. The person I spoke to said she would personally write me a letter confirming my tariff & that it had finally been applied correctly and send me TWO copies just in case one got lost in the post.

    August - neither letter received & bill incorrect. Have rung every day since Monday leaving messages for the person I spoke to last month or her manager to call me but still waiting for a call back.


    Every one of those phone calls involves the usual menu, lengthy wait, multiple security questions & then having to explain the whole situation from day 1 to each person. I spend an average of 2 hours every month trying to get this resolved.

    I'm at my wits end with this. Am seriously considering ringing BT or Sky & asking if they'd like to use me as the poster-boy for why no-one should ever EVER use Virgin Media. I can prove everything above, I have the 6 incorrect (& then amended) invoices & the names of every lying NTL employee that I've dealt with.




  • Sotheran
    I've just had a letter forwarded to me from my old house from Virgin Media. I was with them for almost 6 years (well NTL) broadband, tv phone etc - never a late payment - between £50 and £60 a month. I phoned to cancel my contract as we couldn't get virgin at the new house and was told to leave my (5 year old) set top box behind or throw it away as they didn't need it back - I remember being a bit shocked at this and asked the bloke if he was sure - he was - they were telling all of the owners of the old boxes the same thing. Anyway the letter (sent 3 months after I've moved) is to inform me that if I do not return my equipment to them they are going to forward my details to a debt collecting agency - they want £250. I of course stupidly did not hang onto the box and left it at the house thinking that the lovely lady that bought said house might be able to make some use of it. I think this is some kind of a con - tell them to they don't need to return box - wait THREE months to give them a good chance to throw it away and then send a really threatening and rude letter. First baby is due a week today - really don't need this sort of hassle - do I have to pay this completely unreasonable amount of money? I don't need debt collectors or a bad credit rating :-(
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