Virgin media issue

Anne_C_2

I am in the middle of a long and difficult issue with virgin media, becuase they cancelled all my services (Phone, TV and BB) with no notice, as an error on their computer system told them we had moved out. They have admitted it was totally their fault, by email, and have offered to pay the 10 hours of mobile charges, that I had to pay while trying to get to the bottom of the issue. However, the fact that I spent 8 weeks with no services, made 27 phone calls, and they still couldn't switch me back on, and for the time, hassle and inconvienience they have quoted me the following;
'Unfortunately as per our terms and conditions we don’t provide refunds or compensation for hassle and inconvenience caused. The offer made was an attempt to make good on our mistakes with your account.
I’m still of course happy to refund the cost of the calls you’ve made to us so that there has been no financial cost to your self when you’ve been trying to resolve this issue.'
Does anyone know if this is correct? can they just say 'bad luck' to me, or can I take it further.
All I have had is lots of apologies, and not much else!
Cheers
Anne

Brian1945

The best response to such treatment is to take one's business elsewhere. It's bad enough that they made the mistake in the first place, but to take eight weeks to rectify it is intolerable, and to refuse compensation for two month's inconvenience which was due entirely to their own breathtaking incompetence is beyond belief.

Buzby

In short, yes. They do not have to pay compensation - but the secret is with the negotiation. They terminated your services unjustly through their error, and distupted your otherwise acceptable service. They have agreed to pay for your out of pocket additional expenses (as they should) and I would expect, NOT be charging you for the period your services were disrupted. Once you have established this, you have to factor in the hassle factor.

Since it was an error on teir part, they need to make you fell 'valued' and it would not be unreasonable to expect at the very LEAST, provision of your services to be paid for by them - for a period of 1 month (telephone calls excluded). If they do this, that is fair and equitable. If they do not, you can certainly ask them to terminate your services as you've lost confidence in them and wish to take your business elsewhere.

The secret is to be reasonable too - but if you start to get demanding for compensation, they will lift the drawbridge and you'll be left hgh and dry.

enfieldgal

My house phone has not been working for over 3 months! In fact it is 98 days! Virgin medias customer service department are the worst i have ever come across. In the last 98 days i have made over 70 calls to virgin media trying to get my phone line working again. I have had 32 engineer appointments booked. 25 of which the engineer never even bothered to turn up and 7 where they made some stupid excuse why it cannot be fixed. In the meantime they are continuing to charge me for a service which i am not recieving and when i ring up and ask why i have been charged they tell me they will credit my account as a"goodwill gesture". It is not a goodwill gesture why would they expect anyone to pay for a service they do not recieve? I pay my bill on time by direct debit and have been with them for over 6 years! I have written five letters of complaint sent by recorded delivery to which i have still not recieved a reply!
The only reason i have not changed service provider is because i do not want to pay over £100 when i am moving in March! Seriously in my experience don't expect any joy when you have a complaint because it is like banging your head against a brick wall!!!

spike7451

enfieldgal wrote: »

My house phone has not been working for over 3 months! In fact it is 98 days! Virgin medias customer service department are the worst i have ever come across. In the last 98 days i have made over 70 calls to virgin media trying to get my phone line working again. I have had 32 engineer appointments booked. 25 of which the engineer never even bothered to turn up and 7 where they made some stupid excuse why it cannot be fixed. In the meantime they are continuing to charge me for a service which i am not recieving and when i ring up and ask why i have been charged they tell me they will credit my account as a"goodwill gesture". It is not a goodwill gesture why would they expect anyone to pay for a service they do not recieve? I pay my bill on time by direct debit and have been with them for over 6 years! I have written five letters of complaint sent by recorded delivery to which i have still not recieved a reply!
The only reason i have not changed service provider is because i do not want to pay over £100 when i am moving in March! Seriously in my experience don't expect any joy when you have a complaint because it is like banging your head against a brick wall!!!

Like what?

RightyTightyLeftyLoosey

Best way to get response from VM is to post on their Twitter page - I had a similar prob (disconnected in error when new neighbour moved in next door) and it was the ony way I got any action. Matter was sorted in a couple of days. The next port of call should be OFCOM, as VMs complaints procedure has failed totally, it would seem.