Virgin Media TOTALLT unreliable

drbig

Virgin are a nightmare it has taken me 9 phone calls 7 letters to ensure my service was disconnected and they had got the billing correct.

farzanahmed

I have had a problem with them as well when the technical support guy didnt know what he was talking about, and i didnt receive a call from them as well as promised, so i called back and they credited me £99 and refunded the cost of the premium rate call to technical support. The problem was i was getting the bandwidth i was paying for, so the £99 was a part refund for a couple of months' service that i never got.

This is what i did.....

Ring customer service, and wait for them to answer and say "how can we help you", at THAT point, (i.e. immediately) you ask for a manager- NOT A SUPERVISOR (you pay the full amount, you want the full authority- simple as)- got through to the manager, and the first question after telling him the problem, was "who's paying cos i aint?" and then demand a refund.

What i always do, is tell them straight away im not taking s**t off them, and i havent got time to waste, so just get on with it basically.

If that doesnt work, you've always got the option of Trading Standards and possible Court proceedings through the small claims court (which they would have to end up paying for as they've breached the terms of service- which also means you can potentially terminate the contract). If you contact Trading Standards, they will probably tell you to write a letter giving 14 days for the matter to be sorted or a satisfactory response being sent. If they dont, you go back to Trading Standards, and then they write them a letter giving 14 days, and failing that, its COURT....

You can file a claim online for a Court Judgment to be issued- go to

https://www.moneyclaim.gov.uk/csmco2/index.jsp

To file your claim. You can also get a template letter to send from here

http://www.consumerdirect.gov.uk/after_you_buy/making-complaint/template-letters/final-reminder/

I would also recommend having a browse around the Consumer Direct site anyway- quite useful info.

Id give you the number for Trading Standards but they're all different depending on which area you live, so just google it...

Hope that helps and let us all know how you get on...

Farzan
:money:

farzanahmed

sanjeev-would be interesting to know if you got a reply, and if so, what was the reply? any joy?
I personally havent really had much problems with them, but i can see a downward spiral in the service.

Jay22_2

bbb_uk wrote: »

If you signed upto TV:Large but you are on medium and you have proof of somekind that you actually signed up for large then VM have broke the contract by failing to supply what you and VM agreed to (ie large TV).

I believe (but not sure) that you can get out of a contract if VM have failed to provide a reliable service however I think there is a thin line at what point the service is unreliable bearing in mind that somethings are outside VM's control and it would be a hard case to prove.

You state you have had no phone for 2 weeks now so long as VM are totally aware that you have had no phone (ie records confirm you rang up several times, etc) then you could ring them up again and choose the option of leaving/cancelling your service - don't go through to any other department though.

When the 'retentions' team answer just state that you have been in contact with trading standards and they advised you that it's possible to cancel the contract because VM have failed to provide a service that you and VM agreed to and that is you have had no phone for two weeks, etc (remember to mention everything that isn't right).

I have to reiterate that VM have to have been aware that you have had no phone so just ringing up and getting the automated thing saying there is a problem would not be considered proof because there will be no record of you actually ringing VM on their system (as far as I'm aware) because you basically listened to an answering machine. However, speaking with a tech support advisor (even to be told they are or aren't aware of a fault) then the call would have been logged and this can easily be checked.

Therefore, if it was a week after you've had no phone before you spoke with someone from support then VM will really only have proof that you've had no phone for one week unless they are/were aware of the outage. Normally if there is an outage it's generally only a day or few at the minimum.

I believe the retentions team are only open mon-fri though but I think they're open 'till 8pm (but not certain).

i talked to them again about it (about the Large and medium TV issue) they asked me to send them the origonal copy of contract that i have,, i told him i cant send that as that's the only proof i have.. he was telling me that i sent copy of the contract after the installation and its signed by me which is true .. BUT on there it doesnt say NO TV any where it says Phone Medium and Medium Broadband so i just sigend it assuming its the same deal the guy signed me up for in town and as it was on the agreement paper too which i still hold till this day..

and by the wat i didn't had my phone for like 20 odd days i did call the fair trading and consumer dirct and they told me to write to them again and ask them what is it that they can do max and when you get to the deadlock situation you should make an applicatio to an regulartiry organisation i forgot what it was i'll ring hem up and ask again what it was when i get a reply from VM and they sooo slow i sent them the letter on like 24 Aug and they refer to it as the letter received from you on 1/8 Sep lol and they would get back to me about it..