Virgin Media incompetence!!!

261_p

Beware anyone who has dealings with Virgin Media customer services or sales.....frankly anyone from virgin! This is a copy of an email i just registered with their complaints service online:

Dear Virgin Media, I recently started renting a property at the above address, the owner of the house Mrs C ******already had an account with Virgin Media and so rang your customer services to ask about the process of me taking over the account as i was to become the householder. The enquiry was asked whether the account needed to be cancelled and re-setup with a new account in my name or whether we could simply transfer the account to my name. Your customer services informed her (and myself incidentally in a seperate phone call)that all that needed to occur was for us to both complete the relevant parts of the account transfer form. once this document was received we completed the required parts and i included the proof of addresses and then sent them back to your dept.
4-5 weeks later (i.e this morning) i received a letter from yourselves stating that the account transfer could not be completed because i have not lived at the address for 6 months. NOWHERE on the transfer form does it state that the applicant must have lived in the property for 6 months!!!
anyway, suitably enraged by the massive incompetence of your customer services having give out the wrong information on 2 seperate occasions!!, i rang the customer fault line and spoke to a customer service representative (i assume your phone services are out-sourced to the indian sub-continent as it was an exercise in translation skills to under stand the man!) who put me on hold for 10 minutes and then came on stating that there was nothing that could be done and the service would be cut off (quote) "at some point in the next few weeks" and i would then have to wait 'about' 10 working days with no services at all before i could then apply to get an account which would take 2-3 weeks to come online!! and the crowning cherry on the dog-turd was being told that, had this been correctly advised back in March when the enquiry was made then i could have got the offer of reduced/free installation but this offer had now expired and i would have to pay the full fee.
This whole experience has left me disgusted with the appalling level of your customer service and frankly i'm giving very serious consideration to not applying for virgin media services and going over to Sky instead.
Oh just to make your incompetence totally complete your customer service managed to send me copy's of another unfortunate customers proof of address instead of returning mine, so i helpfully now have his address, date of birth, Bank sort code and account number. how helpful if i want to dabble in a spot of identity fraud!!
i await your reply with a sense of impending dread!
Yours through gritted teeth,
****** ******
:mad:
I'll wait and see what these buffoons come back with by way of an answer!?!?!

261_p

sporedude

To be honest I find Virgin Media a great company, Been with them since the NTL Days. Broadband and TV are fantastic.

kingrollo

Very similar to my experience - customer services just make it up on the spot - then deny all knowledge next time you ring. See my experience here

http://forums.moneysavingexpert.com/showthread.html?t=1674647

Virgin is I believe a tad cheaper - but you have to watch them like a hawk - extra £2, here , extra £1 there - xxxx service no longer on that package.

They are the modern equivalent of those door to door salesmen that sell encyclopedias!

richardc1983

I do believe if you are moving into the house you would ring virgin media and speak to homemovers department, they would simply move you into the property and account names would be changed.

I think there has been confusion here either from my end or Virgin Media end and they think you are taking over Mrs C's account as her partner etc.

You should just have said that you had just moved into the property and would like to get virgin media.

I have got a great deal with virgin media, im really quite happy with them, i will be straight on the blower if something isnt right though and they do put it right as quick as.

BarGin

kingrollo wrote: »

Virgin is I believe a tad cheaper - but you have to watch them like a hawk - extra £2, here , extra £1 there - xxxx service no longer on that package.

They are the modern equivalent of those door to door salesmen that sell encyclopedias!

That is similar to my experience. I think they must use a random number generator to create bills. I have not had 2 bills the same since last October even though I never make chargeable phone calls and have had the same services throughout. I have to phone them every month to get the bill adjusted. Their billing system stinks although I have no problem with the actual services (except for the lack of HD channels).

My problem is I live in a flat and am not allowed to have a Sky dish otherwise I would move immediately.

PNPSUKNET

They dont need to install, so why a charge call ofcom and get a complaint ref

261_p

*Update*
following my online complaint i received a stock "sorry you've had difficulties reply" email, which had no detail ref my complaint other than to say what you would have been told by our customer service rep over the phone would have been correct. Clearly they are not interested in doing about this issue or keeping me as a customer!!!
Richard1983: it was the homemovers dept that i spoke with originally and they advised me that is was a simple process. what a joke!!!

Sky being installed tomorrow........:T