Virgin media , cannot them to accept a new contract

Bigwigg

Despite trying for several weeks now, I cannot get through to anyone who will accept a new contract since, I go round and round the phone system, I have had contracts emailed to me twice that I have accepted via email, but never any reply. I managed to speak to someone a couple of days ago who said I could email his manager and she would sort it out, no response. Tried web chat , just want to send me another new contract at much higher prices , I have already accepted two with no response! They have now charged me £218 for a month, the out of contract price … instead of £75 … feel like I am going round in circles , how on earth do I get to sort this out?

born_again

Never had any contact after accepting a contract when agreeing via email.
It just shows up in your virgin account area with the details you agreed too.

prowla

Virgin are the most hopeless company (hopeless as in there is no hope!) to deal with.

You have to ring them again and again (with about an hour on hold waiting) until you get to speak to someone who can help you.

Most of the people you get simply take it upon themselves to say whatever they can to appease you withoput actually doing anything.

In my dealings with the company I've had a subsequent assistant say that the previous on had lied (the one told me a WiFi booster was in the post and I would definitely received by the Wednesday and the other told me that was untrue as they had no stock in the country).

When speaking to someone you will soon get a the idea as to whether they are capable and/or care, and then you have to (politely) ask to speak to a manager who may be able to help you.

In your numerous calls you may start to get a feel as to when it's the right time to call to get someone knowledgeable and capable.

If you do get the right person, with the right authority, they do tend to be able to sort things out.

ButterCheese

I had similar issues when I accepted a contract offer for £30/month and they started billing me £62, then said there was no such contract.  Totally illegal activity.  I managed to get the CEO's team email (I think if you dosome googling and/or you might find it on Facebook) you will get a response.  There is also a dedicated FB page for VM complaints - try there

Bigwigg

born_again said:

Never had any contact after accepting a contract when agreeing via email.
It just shows up in your virgin account area with the details you agreed too.

I checked that , nothing is showing in my account, it just says ‘out of contract’

teddysmum

I recontracted this week, via phone, and got an emailed contract with easy to read details ( similar to the advert format ) while still connected to the agent.

I had a phone put down, promised return call not made (the lady sounded so sincere, too ) then tried chat, where the male seemed confused, but a lady interrupted and suggested 150 in the morning, as the previous call centre was very noisy (sounded like there was a party going on ).

I called late afternoon and got a kind lady in a silent office, as it was clocking off time for most, and was given a very good offer of 500 broadband and phone line with Anytime calls on a 2 year contract for £27.