Virgin Media

Diamond78

Hi All,
I not long signed up to Virgin Media as I have just moved into a new flat. From day one I have had nothing but problems. The day of my instalation the problems started.Its very long so Im going to cut the story short. The day of the instalation was due the engineer turned up to say he could not do it as he was not capable of doing it as it was a 2 man job and that he also did not have a drill. As I didnt have a landline, I rang from my mobile to ask when the 2 men would arrive as I had already waited over 5 hours. After being put through to so many ppl in their call centre in india I was not able to get a response,only that someone would turn up so install the same day.After I made a few more calls from my mobile again being on hold so long and passed from one person to another at 6pm a team manager for the installers arrived to say that the job could not b done and it would be done 3 days later. I stated to him that my 5 year old son had his xmas fayre at his primary school at 1pm that day and he assured me that it would be done and finished that morning. Well a guy arrived that morning only to tell me that the 2 man job had not been done and he could not install any of the products. Luckily I had that managers number and called him straight away who promised he would come and install it himself. He arrived at 12pm in the afternoon and the 2 men did not arrive till gone 4 pm. So my son missed the xmas fayre as I had to wait in with the manger while we waited for the guys to arrive to do the work outside as the cable had to run from outside pavement. To cut the story short, the work was not completed till nearly 9pm that evening. On top of that I was not given no booklets no password to set up my internet, nothing. When I rang the broadband number which is not free and a 09 number I was told it could not be done. Many calls were made from my behalf including complaining and me being told I would get a call back which I never.

A few days letter I managed to set up the internet with me having to make all the calls and then the set top box breaks down, I was told it would be 3 days before an enginner would come to sort the problem out. I rang that area manager again who came and fitted a new box for me as I was not happy as Virgin had already greedily taken a deposit from me.

When I signed up I requested exdirectory as my landline as I got the 3 for £30 deal and since having the landline I keep getting calls for a lady who previously had my number aswell getting sales people from India offering me mobile phones, when I say Im ex directory and how did you get my number they hang up on me.Eventually last week after 3 weeks of waiting for a response for my complaint I was told they was sorry and my 1st month was free and the calls made the the 09 numbers for the broadband would not be charged although I have recieved my 1st bill and have been charged. I again rang today as I have had enough of these sales ppl ringing me from india only to be told my the indian customer service person that my number is new and no one had it before. When I said i want to complain as that is not true I was put through to someone from england only to be told that my number belonged to someone else in august but had been cancelled in august. I could be offered a free number change or I could ring a special 0845 number and report these sales people from ringing.

On top of all this my internet connection is so slow and the set top box still plays up. I have had enough with virgin media and Im not sattisfied with the way they are not taking my complaint seriously after all the inconvinience aswell as high stress levels they have caused me yet they are quick to take your money. So not only have I not got the 1st months free Im still having problems and there customer service is absolutly disgraceful. Please someone help me on how to get my complaint taken seriously with this stupid company. I do not no what to do, I want to report them to watchdog on bbc so they can be named and shamed as its not fair what they have put me through and im sure im not the only one to have suffered the inconvinience caused by virgins awful service.Im sure there are many happy customers but this I have never in my life experienced nor heard of. Virgin is such a huge company how can there service be so disgraceful?
Any suggestions would be helpful, thanks

pipkin71

Thankfully, I've never had any problems with virgin media customer services. When something's gone wrong with the phone line, and I've used my mobile, they've always asked for the number so they can ring me back. Not gone through to an indian call centre either

I would suggest putting your complaint in writing or asking them to cancel the contract as they have failed to deliver an adequate service.

Pipkin xxxx

Diamond78

They never once offered to call me back on my mobile and Im on orange contract so I am dreading my mobile bill when it arrives.I have googled virgin media complaints and have noticed other forums and lots of ppl are unhappy with similar problems ie broadband or landline but nothing on here. I must be the only person on this site lol to have problems with virgin. I will contact them in writting and send it recorded, hopefully I may have luck then in resolving this-thanks for the advice.By the way do you know where I could find the address to send my complaint to? Thanks again

C_Ronaldo

there have been threads on here about VM and people unhappy,

ive been happy with VM so far, no problems as of yet mind,

Diamond78

Thanks Ronaldo, I shall look at them tomorrow as my son wont sleep and is bugging me to finish off his puzzle lol so will read the threads when his sleeping in the morning.Now I have the landline i dont need to ring them from my mobile but had to use my mobile to ring them as didnt have landline before until they connected me. Im glad you have had no probs with them, hopefully I wont after I complain and get it all sorted. I use to be with telewest before and never had problems with them or my internet connection but when I got my orange mobile, I had free internet connection with them so switched over to orange. But now Ive moved to new flat Virgin was the only company I could go with as BT wanted to charge me over £130 just to have a line installed and I could not afford that kind of money so close to xmas.

Thanks tho!

KILL_BILL

Diamond78 wrote: »

Thanks Ronaldo, I shall look at them tomorrow as my son wont sleep and is bugging me to finish off his puzzle lol so will read the threads when his sleeping in the morning.Now I have the landline i dont need to ring them from my mobile but had to use my mobile to ring them as didnt have landline before until they connected me. Im glad you have had no probs with them, hopefully I wont after I complain and get it all sorted. I use to be with telewest before and never had problems with them or my internet connection but when I got my orange mobile, I had free internet connection with them so switched over to orange. But now Ive moved to new flat Virgin was the only company I could go with as BT wanted to charge me over £130 just to have a line installed and I could not afford that kind of money so close to xmas.

Thanks tho!

sounds like they still have a load of the crap ntl people still working for them


perhaps you should try what this bloke did a couple of years ago

http://www.theregister.co.uk/2004/09/27/ntl_recorded_message/

it still makes me :rotfl: when i read it