Virgin media disaster

poppyjep

I decided to switch from Virgin to BT. Called to cancel and told my services would continue for 1 month to 17th Feb. They then made a total mess of the billing and emailed to say I have signed for another 12 months. When I called to correct this they told me they were transferring my landline on 1st feb. I thought this was a bit strange as I worried the my BB would also be stopped on 1st feb. I was assured it wouldn’t. Fast forward today and my BB has stopped working! One person at virgin says it’s been stopped another says it doesn’t stop until 17th Feb.

Any suggestions on the best way to complain to VM and actually get a response from someone sensible? Is there anyway to get my payment if they aren’t providing the final 2 weeks of service?

cranford

Ring them to get it sorted.

ric3vic

With apologies to Cranford, phoning is the last thing I would do. My experience with phoning virginmedia is that the first line call handlers don't have authority or incentive to sort out mess-ups. In addition, you have no record of anything discussed and agreed.
When VM made a complete mess of my billing it was only when I invoked their complaints policy, demanded hard copy answers, demanded their recordings of phone calls and went to independent arbitration that anyone took notice. By the time I claimed compensation it cost VM far more.
Write, make clear formal reference to their complaints policy, get hard copy, don't let them drag it out. Claim compensation.