Fed up with Virgin, advice please

karenburton1305

Andrew95073 said:

I had a phone every day last week from Virgin offering new deals (I think, because the English was hardly decipherable) ending with a quote for £104 per month.  I have been a customer of Virgin for several years and I suggested that if I cancel the service and immediately restart it I could be classed as a "new customer".  Apparently it can't be done. Heartily sick of this I decided to go with Sky at about £37 per month. I don't play games, download movies etc so I don't need 200mps speed. Sky Customer service was excellent. Lo and behold, another call from Virgin offering it for £27 per month!  My response was that I could see no reason to trust the deal and would remain with my decision to go with Sky.  His last comment to me was that there was nothing he could do because I was an "!!!!!!" (direct quote).

£104!?!?!?!?!?! That's insane!! Broadband in general in this country is crazy and all customer service seems terrible

prowla

Ruby-Tuesday said:

The only thing that is stopping my changing from Virgin to Sky broadband is that I am working from home and worry in case the swop does not go smoothly and I lose connection for days! I presume that I have to sign up with Sky, get a start date and then cancel my Virgin service? I guess that I could give it a couple of days after the Sky service starts to make sure that my new broadband service is up and running? So that they over lap for a day or two? As Virgin is on cable and I still have a defunct BT line, I presume that they could run in tandmem?

I have both Virgin and Sky broadband to my house (so I'm not dependent upon just one).

Sky were supposed to be upgrading my BB to FTTP (Fibre To The Premises), but had to postpone it due to lockdown, so it'll be March (STC).

Virgin's BB has been pretty grim of late and I've had intermittent service on my 200 Mbps line, with two engineer visits and multiple phantom orders of WiFi Pods; I'm certainly not getting the service I'm paying for.

karenburton1305 said:

I started my Virgin contract in November - still not had any internet come through! Have been without internet for the entire contract period - and they're harasssing me for £120!!! Customer service is painful! No department speaks to each other

Virgin have been a nightmare of late; I've spent hours on the phone to them trying to get a decent service and it's absolutely true that they don't talk to each other. I've waited on call for multiple loops of their piped music system, only to get through to someone who can't help me and has put me through to someone else, which meant going back into the queue.

I'm yet again about to call them regarding the WiFi Pods I've been assured have been ordered but haven't arrived and don't show up in "my orders".

I found out on my last call (on Saturday - it's now Thursday) that their ordering system simply places orders in a dormant state if they don't have the parts in stock, which nobody checks and so is effectively a black hole.

One more try today to let them help me and then my reduced price offers run out in a couple of weeks...

prowla

Well, I negotiated the call menu options to go to "Thinking of leaving", was listening to piped music for 48 minutes and the line just hung up.

prowla

Well, I called again and spoke to someone and the essence of it is that I was lied to on my call last Saturday and whatever was agreed then didn't exist.

The person I spoke to messaged 3 managers, none of whom replied; he was very apologetic, but unable to do what was required.

So, I'm out of contract and I was looking to Virgin to give me a reason to stay, but they haven't so I've given them my month's notice.