Virgin Media Debacle

bigmig

Hi all, Can someone please help me with a problem i have with
Virgin Media.
Our phone has broken 3 times in the last year and it has taken an
engineer about 4 days to come and fix it. This has been an inconvenience
to say the least but we now have a further issue which is making
my blood boil.
The phone broke for a fourth time last week and an engineer has supposedly
been to fix it twice but on both occasions has not turned up. I phoned CS
today and it turned out that Virgin has the wrong house number for me, so instead
of going to my house they have been knocking on a neighbours door.
The chap I spoke to in customer services has advised me that because I am changing
my address on the account it will be 4 weeks before Virgin can ask an engineer to fix
the fault!! I asked could they not just tell him the correct house number but apparantly
it's not possible.
So the phone has been out of order for 10 days already, and will now be out for a further
4 weeks at least.
I don't understand why Virgin have the wrong address for me engineers have been to the property
3 times already.
Of course I am trying to speak to a manager to complain but 'there is no one available' to talk to
at the moment.
What are my courses of action, aside from complaining to Virgin?
- Is there a version of Energywatch for home phones?
- Should I cancel my direct debit with virgin until it's sorted?
- Can I claim back the cost of calls I am making to CS on my mobile?
Any thoughts appreciated,
Mig

DatabaseError

cancel and get a BT line? even the threat may get some action from them

amaseal

Virgin can give bad service - I gave lots of notice that we were moving and they helpfully cut our phone line 2 weeks beforehand! They said it would take them as long to reconnect so they didn't bother.
There was a delay when we moved in too and they couldn't be bothered to let us keep our old phone number as arranged. We get plagued with calls for 2 other families.
I noticed that the new deal that we had arranged reverted back to the old price after 12 months - I wasn't told that it was time limited.
I am paying for a BT line so that we have some choice of provider, we will probably have O2 BB.

jayencee

Virgin Media's customer services is absolutely the worst I have ever experience. I had much the same trouble with engineers, they gave me an address to write to to make a formal complaint, I got a letter back saying they were extremely busy and it might take some time to reply. Well four months later I was still waiting. Another letter went off, same reply came back. In the end I called up and cancelled everything I got from them. Suddenly, they couldn't do enough to keep me as a customer, but I had completely lost faith in them by then and told them where to shove their offer. Have still not had any formal apology for the inconvenience