Virgin Media - Arghhh

MickMun

Feel like a little vent about my frustrations with virgin media!

So, moved house and decided to set up with virgin media as sky (who we were with at our old flat) quoted us 4-6weeks to connect us to the internet!!!

I phoned up virgin media last tuesday to check how soon they could connect us to the internet - there was one last slot available for a saturday install so the gentleman booked it for us under a set bundle and said we could call back to choose the exact bundle we wanted (As i hadn't yet looked into all the different bundles/prices, but didnt want to lose the installation slot)

So cue a couple of hours later, seen on the website that you can get 6 months reduced price on bundles and also that i can get cashback through quidco = winner in my opinion.
Phoned up to cancel the slot as i wanted to book it online for the discount, but got promised by the lady on the phone that she could apply the cashback over the phone and give us the reduced price on the bundle we wanted to go for. Sorted.

Saturday rolls around and the engineer turns up on time, after dropping the V+ box twice and clonking around knocking everything, he proceeds to spend 30minutes trying to get the box to work until his assistant turns up and mentions theres a problem with the box...... fortunately they got another and everything was installed fine.

Found out after though that they had put us on the original bundle booked in - not the new one i had chosen. Phoned up yesterday to change to the package i did want, then it turns out that by changing it i've now lost my 6 months reduced price!
Tried to get it reapplied for my current package but they cannot apply it - spoke to the floor manager who listened to my problem and then said they would contact someone and call back in 30minutes. That was yesterday at 10am and I have still never heard back from her!

I've tried calling again but the sales department cant help, advised to go to customer retentions.....they cant help, try sales.......can't help, try customer service! Its very much a computer says no attitude and no-one is offering any solutions. The 6month offer is only available online apparently along with the cashback. Apparently they can't just add a credit to the account?!

Awaiting a callback now from another manager, the customer service gentleman i spoke to tried to imply that they were not at fault and that the offers are web exclusive.....this is fair enough but in that case they should have let me cancel and order it online rather than promise they could do it over the phone! If they had changed to the correct bundle before the install then i wouldn't have any of this problems!

Spent about 2-3hours speaking to various different people now and quite frankly im shocked they cannot sort this out more simply. I would be more willing to let it go, but the cashback and money saved would be over £100!

Sorry for long winded rant!

Blitz01

Cancel it.
You have a cooling off period with Virgin.

charlesworth82

virgin = poor
sky = poor

not much choice though

donnap83

Seems to be that when you phone up, you're promised the world by the sales/cumstomer sevice minion, but nothing is actually done once you hang up. Same with mobile phone providers as well. Orange are a nightmare for offering this, that and the other, them actually producing nothing.

MickMun

Blitz01 wrote: »

Cancel it.
You have a cooling off period with Virgin.

I've been told i can cancel...they will come and collect equipment, and then i can reapply through the internet for the deal i want....and they will come back to install. The problem is that its just an entire farce to do it that way!

Could cancel and join sky, but 4-6weeks for broadband is truely awful and i would rather get tv/internet/phone all in a single bundle!

Blitz01

I used to have Virgin Media, but i have been with SKY for about 4 years now, and their products are excellent.

I wouldn't go back to VM for £1000 let alone £100

Jojo_the_Tightfisted

When I moved in October, Virgin said they would do an install in around 3 months. And would charge a huge fee.

BT said whatever I wanted, it was going to cost me at least £200 more than anyone else, as they had to do a full installation. And they only had slots for the week before Christmas.

SKY installed the box in 3 days and got BT to come and do the landline connection for the internet in 5. The BT visit through SKY cost £19.

Enfieldian

Wait until you have a problem with the broadband.

When you get through to the helpline you will think you are in a Phonejacker induced nightmare.

Jojo_the_Tightfisted

Enfieldian wrote: »

Wait until you have a problem with the broadband.

When you get through to the helpline you will think you are in a Phonejacker induced nightmare.

You've been on the phone to Virgin then?

They left me without a working phone line for 9 months.

spike7451

Unfortunatly that's the price you pay when the company decide to save money by getting rid of us in-house engineers in favor of contractors,who are more concerned with profit (more jobs per day= bigger wage cheque) than the customer.

EltonJohnFan

I must be lucky in that I've never had any problems with Virgin Media myself though others I know have.
As has been stated already, there's always the cooling off period and if you've decided it's not for you? I'd use it.

Good luck