Virgin Media - How Can They Be This bad?

ccfc1972

Complete and utter joke of a company! Seriously, how can they be this bad?

Just spent hours of my life (again) being passed from pillar to post. All I was doing was trying to re-arrange an install...

3.30pm (half an hour to get through) - First person I spoke to today said "no problem, we can sort that for you". 

"At last, I thought"...then after another half an hour on the phone (multiple holds) she says "For some reason it won't let me change the date on the system, let me transfer you to someone else"...transferred me...immediately hung up!

Rang back (20 minutes to get through) - spoke to someone else...asked me my password - which I have never set up...so then asked me a number of "security questions" which they proceeded to tell me were incorrect (they were not)...so said they had to transfer me to someone else to verify I was who I said I was.

More hold time (about 15 minutes) - Eventually verify my identity ...

"OK, so what can I do for you?"

"I would like to re-schedule my install please"

"OK, let me put you through to the install team" 😭

Even more hold time (45+ minutes)...
Same security questions asked..."what can I do for you? blah blah" ...told her what date I needed.
"Let me just put you on hold" 😡
Another 20 minutes on hold... why on earth??
Came back on and asked me to confirm the date I wanted 😂
Another 10 minutes hold...

Finally confirmed the change of installation date almost 3 hours after I first called.

Worse than useless.

smithy_123

We are trying to cancel our contract which is now rolling 30 contract. The price keeps going up and up and our router is 10 years old. Last week I spend 2.5 hours on live chat, I was then transferred to the cancelation team that wasn't open , I spend 1.5 hours on the phone, after I refused their offers of a reduction (cheap elsewhere) and said cancel, they hung up.
Thought I would try again yesterday, took 2 hours for them to put me onto the cancelation team, know one answered (7 hour total). E-mailed their exec team both times and no response. 
I will have serve there 30 days notice by letter and then ask the bank to reclaim the direct debits if they continue to take them, otherwise they will screw up the credit score.
Virgin Media are an absolute disgrace!

apessimistisneverdisappointed

I feel you pain OP!
Yesterday my whole day was consumed with trying to speak with someone re negotiating our contract to get the price down as it's about the shoot up by £20/month!

apessimistisneverdisappointed

Posted too soon- we're now checking out alternative providers, I think we need to just move now as they just offering barely any money off but just doesn't feel worth it staying. I can't even work out how to cancel the contract without the painful hanging on the telephone trying to get through.
If we cancelled our direct debit I wonder if anyone would get in touch with us then?! Not going to do this, but it is sorely tempting- we've been with them over 3 years and our 12 month 'deal' ends today

JJ_Egan

Cancel DD and you could end up with credit record trashed .

MrPJH

What happens if you give notice to terminate, hoping that they call back in a couple of days and give a proper discount, which other people have told me they do, and then they don't! Presumably, you can stop the notice but no doubt you don't get anything off the price. They told me that they would offer a new customer £32 per month off the same deal as I'm on! Also, does it work if you cancel and then get wife or husband etc to take up a new contract

Brewer20

You are lucky to get through and put on hold, all I get is sorry we are busy call back some other time. Tried 2 numbers including the one straight through to retentions, nothing.
And I was thinking of taking out two sim deals after I sorted out my price rise on TV/BB. Doesn't fill me with confidence and I was only singing their praises the other day.
I know we are still in the pandemic but to not just put an explanation on the phone about, all you get not in so many words is f off we don't want to talk to you.

Tigsteroonie

I feel your pain with the "security question" - we had to contact VM as new customers when the engineer turned up with old Tivo boxes to fit instead of V6. Two calls and one online chat, all three asked for the answer to my security question - I never set one up! Never been asked to set one up. So I jumped thru other security hoops successfully and eventually resolved the problem; but not once did anybody ask "Now would you like to set up a security question for next time?" 

Brewer20

Ok I tried again today to get through, bingo I managed it in 5 minutes, they answered I got to talk to someone.
This soon went pear shaped as the person couldn't answer my question 100%, which was "why the price rise, it's fixed until Jan 2022, I was told this and no price rises"
Got put through but on hold with retentions, then I got cut off after 30 mins holding.
Second attempt, I dialed straight through to retentions but on hold 60 mins. During the on hold I was offered £4 discount for 6 months if I pressed 1 on my phone. I held on to talk to someone, it's not good enough I've got another 12 months to run on my contract.
So eventually they answered and after I  explained things they only offered me £2.50 off for 6 months or we can upgrade you for 6 months, sports, movies and faster broadband for £79 (normally £120). What the ***  I want you to not put my price up for the next 12 months by £4 as you promised no price rises when I took the contract out.
Anyways after refusing everything I'm now awaiting a call as I have lodged a complaint and they said it will be dealt with by another department.
Not holding my breath anything will happen soon, infact I've had enough, it's cancel my package time, I have the right to until 25th February.
This time it's for real, I've had enough.
And I thought about taking out 2 SIM only deals with them yesterday, no way now.

prowla

Well, I put my notice in on Thursday and got a call the next day; I explained that I had been told things which were not true (ie. was lied to), and so-on and have been trying to get BB issues sorted for going on for 2 months.

I've now provisionally accepted a retention offer, subject to the issues being resolved; effectively they have until 11th March to sort it or I can walk away.

I also requested that the call logs for my various conversations be reviewed, as I was told things which were simply not true.

If things aren't resolved by the given date, then I'm out.