Tereible Service from Virgin Media

tarquincat

Has anyone experienced this sort of service before ?
Broadband out from Monday 25th, called them, they said it was a known issue & didnt know when it would be fixed !
Then I got a text on Tuesday saying it was fixed,& to text YES/NO if it wasnt. I checked, still did not work, They then said they woudl send an engineer out on Weds afternoon, without checking whether I was in. I couldnt make that, so sat in queue to re-arrange for Thurs Morning. I then got another text to say they were coming Weds afternoon, YES/NO to cancel. Having booked for Thurs, I replied NO to Weds afternoon.

When, after re-arranging things to stay in on Thurs. nobody came today, I rang them only to find the text to cancel the appointment for Weds Afternoon had automatically cancelled the appointment for Thursday morning.
They apologised but said there was nothing they could do about it as no Engineers (even the one that was originally due to me) were available .So I had to arrange another appt. I can't waste another 1/2 day ontil Next Tuesday now.

MoneyMate

Same sort of problems with me too, phoning Help lines in India drove me mad, now changed to Plusnet ( British Call Centres )

cklass

Yes, about a year and a half ago, I experienced a similar problem. I had no service for days, their system kept cancelling my appointments without informing me and their customer services team were mostly unhelpful and unknowledgeable. So I emailed a complaint via Virgin's website.

It took them over three weeks to respond but, much to my surprise, I received a very apologetic and detailed response from them, which gave the impression that they had actually taken my complaint seriously. It outlined all the things they had done to investigate the problems I had faced and what they've done to prevent it from happening again. They also gave me a bill credit to cover the entire month, so it is well worth emailing Virgin about the problems you have faced.