Virgin Media Complaints Team

KMolloy

I’ve just spent over an hour (70mins!) on the phone to Virgin Media responding to an email request from them asking me to contact them about updating my phone line to fibre optics, I was transferred 3 times, each time being told that I was being transferred to the ‘correct’ department to deal with my call.  Each time I was transferred I had to go through the same security/’GDPR’ questions and repeat the entire story again. When I complained about how long I had been on the phone the operator said she would write up a complaint, transfer me to another department to deal with the request and close the complaint – is there any point to write a complaint and close immediately without any further action?  I appreciate that operators can have a hard time but part of their job surely to some extent involves complaining customers…  On the last transfer they just cut me off.

What a wonderful customer service system, not!

Then they had the audacity to call me back - they called me - and started asking all of the same questions all over again!

I don’t actually have a house phone (for landline) (I’m sure few people do these days) even though Virgin Media requires that I pay for one in order to use the Broadband and Tv package. I have a pay-as-you-go mobile I ran out of credit.

Apologies for venting, the initial email I received said I the phone line had to be changed to fibre optics or my service would cease/be discontinued - does anyone know if that is actually the case? Can't they just send an engineer to change it over, we're in lockdown, I'm working from home so just send someone out. Is this even safe right now?

JJ_Egan

Twice ??

Safe id Covid rules are followed yes .

[Deleted User]

I had the full VP package for over 20 years but recently the price hiked up to £175 per month for basic tv, phone and broadband. After 2 hours of being passed from pillar to post I finally got through to the cancellation team and asked for the tv and home phone to be removed. They have now put me on M250 broadband, which is ridiculous for a 3-storey 6 bedroom house which has a smart tv in every bedroom and everyone has a smart phone, laptop or pc. The buffering is annoying. What annoys me is that they are charging me £60 a month for this! I need the highest level broadband but don’t want to be paying a fortune for it. I have a lot of apps using the blueyonder email and have set up an outlook email address and changed my address on some of the apps but not all of them allow a change of email address and I might miss an important email. What do I do?

PZ19

[Deleted User] said:

I had the full VP package for over 20 years but recently the price hiked up to £175 per month for basic tv, phone and broadband. After 2 hours of being passed from pillar to post I finally got through to the cancellation team and asked for the tv and home phone to be removed. They have now put me on M250 broadband, which is ridiculous for a 3-storey 6 bedroom house which has a smart tv in every bedroom and everyone has a smart phone, laptop or pc. The buffering is annoying. What annoys me is that they are charging me £60 a month for this! I need the highest level broadband but don’t want to be paying a fortune for it. I have a lot of apps using the blueyonder email and have set up an outlook email address and changed my address on some of the apps but not all of them allow a change of email address and I might miss an important email. What do I do?

If you are out of contract you need to put a cancellation in.  Give them 30 days notice.  That’s way too high that price.  Have a look around and see what the competition charges use site like uswitch for broadband.  They could potentially call you back with a far cheaper deal.  Make sure your marketing preferences in your account are set so they can contact you.   If they don’t you still have the 30 day notice period to change your mind.