Any point haggling further with virgin?

Gary1963

Same here. Price increased, They said I was clearly told it would not go up so raised an internal complaint to a manager to put it back down!

patsy03

At the end of last year (2020) I was in the process of selling & buying new home. November, despite not knowing when contract exchange would be I thought it best to contact VM to enquire about cancelling services as they did not serve my new area. Online chat agent said I could do a 60 day notice period. I accepted as this would take me to late January when the Sale/Purchase were sure to happen. A few days later packaging for return of equipment arrived. December 13th, I was disconnected without warning. TV/Internet/Landline. In November I had paid a full months D/D advanced monthly sum as normal. My son phoned them. Agent said there was no 60 day cancellation only 30 or 40 day. My son said 30 day would take us to Dec 22nd and 40 day even later. Why would I book a cancellation for December when I didn't know date of contract exchange? I would want to retain my services until I moved! Agent said to reconnect would take 4-5 days with a technician calling to my home. She also said my account had been closed and I was owed two weeks rental. We were of course very angry and said to just leave it. My son then arranged for more data to go on my phone. I had no TV but lots of DVDS ! As it happened, next day solicitor told me Exchange likely to happen later that day and Completion two days later. I tried to contact VM without success. My assessment then became: VM have disconnected me, they've closed my account, I have packaging to return their equipment. Cancel D/D, focus on move and send complaint letter after Christmas which of course confirmed I had moved home.
Letter sent in January. Equipment returned. Since then, texts saying to contact them to re-install my services, no payments received, debt agency. I have written twice. I have emailed. One agent has been very supportive. This week - VM email quoting what they claim I owe. Spoke to Customer Collections who quoted half what email said. I am in my late 60's, on my own with a disability. Everything else relating to my home move has fallen into place but this seems impossible to resolve

MissLFC

patsy03 said:

At the end of last year (2020) I was in the process of selling & buying new home. November, despite not knowing when contract exchange would be I thought it best to contact VM to enquire about cancelling services as they did not serve my new area. Online chat agent said I could do a 60 day notice period. I accepted as this would take me to late January when the Sale/Purchase were sure to happen. A few days later packaging for return of equipment arrived. December 13th, I was disconnected without warning. TV/Internet/Landline. In November I had paid a full months D/D advanced monthly sum as normal. My son phoned them. Agent said there was no 60 day cancellation only 30 or 40 day. My son said 30 day would take us to Dec 22nd and 40 day even later. Why would I book a cancellation for December when I didn't know date of contract exchange? I would want to retain my services until I moved! Agent said to reconnect would take 4-5 days with a technician calling to my home. She also said my account had been closed and I was owed two weeks rental. We were of course very angry and said to just leave it. My son then arranged for more data to go on my phone. I had no TV but lots of DVDS ! As it happened, next day solicitor told me Exchange likely to happen later that day and Completion two days later. I tried to contact VM without success. My assessment then became: VM have disconnected me, they've closed my account, I have packaging to return their equipment. Cancel D/D, focus on move and send complaint letter after Christmas which of course confirmed I had moved home.
Letter sent in January. Equipment returned. Since then, texts saying to contact them to re-install my services, no payments received, debt agency. I have written twice. I have emailed. One agent has been very supportive. This week - VM email quoting what they claim I owe. Spoke to Customer Collections who quoted half what email said. I am in my late 60's, on my own with a disability. Everything else relating to my home move has fallen into place but this seems impossible to resolve

They really are the worst for customer service- they constantly lie. If you ever chat with them again online take screenshots. Try posting on their forums as the staff there can be helpful: https://community.virginmedia.com/t5/custom/page/page-id/CommunityHubForums

I would also look to making a complaint with them & then here https://www.cedr.com/consumer/cisas/