Problem with Virgin Media loyalty team

gauze

These guys are based in Gateshead I believe and email you good offers once you've left Virgin (which I did last year, on good terms).

I contacted them the other day after moving house to take advantage of their fibre optic broadband deal (100 meg for £17.50, no installation fee), and an engineer was sent out Saturday. Unfortunately he said the external cables were damaged and he'd have to get his boss to call me to arrange fixing.

Since then I've left a lot of messages with this loyalty team on their voicemail with no reply and no one has called me to arrange another installation. This deal I'm getting is only available through them and to top it off the contract they sent me is wrong - they put me down for £30 a month!

Has anyone resolved a similar problem? I'm tempted to just cancel the order as I'm not signing the incorrect contract and I don't feel like constantly having to leave messages and check my phone to not miss a call from them if I have a problem.

It's frustrating as I just want internet, no phone line and this would've been ideal. When we were setting up the deal I got a call back with no problem, now I'm chasing them to sort things I'm just ignored.

Van_Diesel

You shouldn't need to call the loyalty team. Simply call the installations team and ask them what is happening with your install. They may already have booked another job on the system for a repull of your cabling.

Our_John

I'm not sure that this is any answer to your query BUT it would appear the Virgin Media employees are not allowed to phone out....:rotfl: as I too have been waiting for a callback, as promised to me, four times and the only way I now seem to be getting attention is by Tweeting them and the social media team there have picked up on the issue.
My issue with them being that they have given me a contract on the terms advertised on MSE for £4 per month for 12months with phone line rental at £15.99 per month and I had hoped to pay 12 months upfront to reduce the cost further....having signed and returned the contract and being given an installation date I gave notice to cancel my service with BT.
On the day of installation the engineer advised me that there was a capacity issue at the phone junction box in the village and that Virgin would call me to advise when they could link up my phone (but I was relatively happy as I now had a far faster broadband connection) ....no call came, so having waited 10 days I contacted them as my termination date with BT was approaching fast.... again I was promised a call back, and again it never came.
By now I had lost my landline from BT and had to call them on Skype, I asked to be put through to a senior manager and was connected to the most senior manager available at the time who again was unable to satisfy me as to when I could expect a landline to be available and again I was promised a call back from the most senior manager within the next 48hrs to register my complaint prior to taking my issue to the ombudsman as I believe that VM have miss-sold me a package that is not available to me due to their capacity issue for phone lines.
For the past 3 years they have bombarded me with marketing material for their services, I let the MSE offer convince me that I would be better off and signed up for that package.
During the course of all this one way communication by phone, I have been presented with on online bill for £66.25 (which I have queried) and can see online that my phone order is due for fitting on Thursday 3rd March between 8am and 1pm which by my calculations is about 2016.... Each time I have spoken to an advisor they have tried to upsell me a more expensive broadband-only package with prices varying between £21 and £29, which I am not prepared to pay as the savings that I originally sought would be wiped out and with the cancellation costs from BT (early termination), and the extra phone line I would require (as I work for the ambulance service) make the whole thing far more costly than I contracted for.
@virginmedia on Twitter (after I had tweeted my feelings and some home truths), gave me a link to their social form filling site where I have left an outline to my problem 2 days ago.....I am not holding my breath for the phone to ring!
Good luck with your issue....maybe this will help!
Cheers
Our John

anotheruser

You should have stuck with BT.

I suspect cancelling, thus incurring a fee + what you would pay Virgin Media would be as much if not more than paying the rest of the BT Contract.

The price of BB and such is going down (while LL is going up though), so this time next year, prices should be much better than whatever deals there are out there now.

It won't be long before we start seeing free broadband with every line rental package I bet.

Buzby

Great idea - stick with BT and pay for a landline you don't require? Very MSE!

If the VM installer declined to install due to problems with the dropwire it will require a replacement pull-through. With a pending install for the u/g team they don't ordinarily procrastinate - but you need to clarify the pricing anomalies.