Virgin Media - getting it resolved

marleyboy

jo1972 wrote: »

I'm not even going to bother to write down the problems I've had with VM as I've just about had enough of it, the problem is that from my previous experience Sky were just as bad so practically on a daily basis I want to ring VM up and tell them to stuff it but I don't want to deal with Sky either, so a case of put up and shut up for me unfortunately!!

I'm in the same boat as you here, I hear BT VISION or option 3 with BT offer pretty much the same service as VM, BB, Phone and +box, with the added bonus of having SKY1 back.

mrs_scrooge

mrs_scrooge wrote: »

My saga to get my my second TV box working still goes on!

3rd visit by engineers this week and 6 hours after they leave both boxes and my BB pack up ie I am in an even worse position than before they arrived!!!!!In utter desperation husband opens box outside house and unconnects and reconnects some cables. Result...BB and one box working, enough to keep us going until they come back (sigh).

There is more I could tell you about their incompetance but I'm getting past it all. I've gradually been worn down although I will write to the top bods at some stage. Trouble is with a company this bad will it make any difference?

PS. August bill due anyday.....I'll be amazed if it's correct.

A quick update............4th engineer got everything working and a week later both TV boxes and BB still working. He fitted an amplifier which seems to have done the trick with the second box (fingers crossed).

August bill arrived and the good news is that there are discounts in relation to previous incorrect bills but the bad news is that the advance charges are still not correct. It's now 3 for £39 where it should be 3 for £30 but at least its heading in the right direction!! So another call to billing is needed and I am going to ask for a rebate for all the weeks when they were unable to fix the second box.

Feeling slightly happier though!

urban_spirit

I'm in the same position. I was offered a deal by retentions in August last year and they have overcharged me on both my BB and phone since then. I've rang every month from then to sort this out out them and with all the promises of 'it will definitely charge correctly this time' it NEVER does.
In February I managed to speak to a really helpful young lady who immediately understood and credited all my overpayments to date - fab! Although she input the correct charges, that for some reason only lasted a month and it defaulted back to overcharging me again.


I ring every month and am assured it is all sorted out, but it never is. I have now paid over £100 more than I should and for some reason they didn't collect the DD properly last month so i'm getting reminders for that payment and this months as i've cancelled the DD - the only way I can stop them taking out too much.


I rang AGAIN yesterday to sort it out and after being passed around (as usual) to 4 different parts of the country/departments I got connected to a horrible, pushy man wanted to sell me MORE services! I made it clear that I wanted my current circs sorting out first-he said he would credit me back on all the overpayment. I wanted more information on how this would work - would the credit show over both bills? Will it charge correctly next month? He didn't want to hear questions, swore at me under his breath and I terminated the call disgusted.


I am going to write a chronology of overpayments at the weekend and want to send to the chief exec - it's gone waaay past the usual complaints handling team and I don't trust for a second they will get it right.

Thanks mothballswallet for the info - that's exactly what I need.

Can anyone recommend a virtually hassle free BB/phone provider?? I have had enough of NTL/Virgin.

Horace

MothballsWallet - thanks for pointing me in the direction of Ken Dugdale, I shall be writing a very strong letter to him regarding the more recent service or lack of it that I have had from Virgin Media. I can't see why they have to interfere with stuff like 'stealing' a channel from me saying that it was one I shouldn't have had in the first place (I have been with Telewest since Aug 06) and I have had this channel from day one. It has been moved to the Large package that VirginMedia offer and thus they tried to get me to move over - I liked my starter package until they started 'stealing' channels.

I don't understand why they transferred their customer call centre to India when every other company with sense is closing them down and transferring back to the UK. I have had a Virgin phone since 2003 and their customer service is fab as I get to speak to a real person with a sense of humour rather than someone who reads from a crib sheet and shouts at you when you can't perform tasks quick enough - I was asked to look on the box for some buttons as I am visually impaired I had difficulty and ended up being shouted at.

They should also ditch that 090 number too - when I was with Telewest before this silly merger I was getting charged for masses of calls made to such numbers on days when I was away from my flat and at one point even out of the country (I live alone), as a result I had a block put on to prevent such calls. I must say that the BB chappie that I spoke to when I had a problem was good and talked me through how to get it to work properly, he was very patient because I am a bit of a technophobe.

Thanks for your divine help and perhaps we should buy out Virgin Media - I have had a look in one of my jam jars and can spare a couple of quid (I shall have to do without a newspaper for a while but hey ho).

Carp3Di3m

We are now moving house and we have to fulfill the contract with Virgin. On my last bill will a 60£ extra, but i am willing to buy me out of this contract.

As i am now on the 3 for 30 every month offer my bill is net 55£ without call charges.
The bills haven't arrived now 3 times and the traffic shaping in the evening is incredible.

As i refused to take the service with me to the new house the guy on the phone told me that i can get no better deal but going to Sky, BT and BeThere with 24MB BB (Virgin 2MB) for same amount i am paying now.

So i will get 10 time more BB for the same amount.

Thanks virgin you have lost a customer for life and i hope that you will loose some more