Virgin Media- Totally Useless!!!!!!!!

alice79_2

I am having MAJOR problems with Virgin Media at the moment regarding my TV, phone and broadband package.

I moved property at the end of March. Before I moved I went on their web site and completed all the details in the moving home section and arranged a time for installation. On the arranged day, noone turned up. This was despite the fact that we rang 3 hours into the time slot and were assured that someone would be with us that afternoon.

When we rang up after the time slot had finished, we were passed around from person to person for about 45minutes. They were all completely clueless. We were eventually told by an extremely rude man that we were not in a cable area, so noone had ever been on the way to install a line for us. He told us that the only way that we would be able to get Virgin services would be if we paid for the installation/activation of a BT line on top of our payments to Virgin. It was either that or pay over £190 cancellation charge. They’re obviously being paid too much there, as he seemed to think shelling out that amount was nothing at all.

I emailed Virgin and explained that it wasn’t our fault if we did not live in a cable area. I also mentioned all the examples of appalling customer service we received (of which there are far too many to list here). I was eventually contacted by one of their Customer Service team. He gave me some standard sentence about “I can only apologise for any problems you had when you contacted us previously….”

When I mentioned about the fact that I’d submitted the information on the website he said that it had not reached them, but that it wasn’t their fault as it might have been a technical error. Apparently it was my fault in assuming that their website did what it said it would do.

He said that there was absolutely nothing he could do for me. The only option he gave me was to pay over £233 disconnection charge. I said that I would be better off just paying the £20 a month until my contract ends (approx. £180), even if I wasn’t getting the use of any of their services. However he told me that if I did that then I would be liable for any calls made at that line. Once again I got flippant comments re. “If I was you I’d just pay the disconnection fee.” I told him that I would love to have a spare £233 floating around my bank account, but that I didn’t. He also told me that there would be no way that I could pay it in instalments. He also kept saying that if I chose to move from a rented property then getting into this sort of situation was the risk I took.

When I said that I wasn’t happy with the customer service I had received in general, he seemed to take it personally and launched in to a speech about how he didn’t think that he’d given me bad customer service, and that it wasn’t bad customer service just because I couldn’t get what I want. Needless to say after 30 minutes of hearing all about Virgin’s ridiculous charges and policies I was not in the mood to be lectured by him. :mad:

I would appreciate any advice on what to do next!