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  • PETERSWITZER
    Has anyone ever received a formal copy of Virgin Media's complaint procedure? I have written to them x2 and just spent a frustrating 40 minutes on the phone trying to establish what it is as I have had 2 complaints now ignored but to no avail.
    Originally posted by flutenpicc
    I came home today to find my broadband was down again for the second time in 4 days,

    i called 150 and got put though to a asian gentleman who after some searching came back and said there has been work in my area in Preston and he will need to send a signal to re-set my modem,

    i a disabled man with both my legs amputated below the knees got up off my chair and had to reach behind my tv to get to the socket to switch it all off,

    i restarted it after 60 seconds and then the man tried again, he said to me that the signal was not going through but will sort the problem out today to get me back on line, he put me on hold for 3 minutes then came back and said my bill was over due,

    i asked him what is he talking about i got a bill last week which was not due to be paid until the 1st April 2010, he then said he will need to pass me to another department to get this problem solved,

    i was transferred but this man didn't even know why i had been put through to him, i started getting angry at the messing about and he wanted me to re-do the security questions, i asked him why? has he not just been told about what is going on? he didn't listen just asked me what are my security details, like a idiot i repeated the questions and answered them, he then started looking at my account and said there is a bill over due,

    i told him there is not and i have the proof as i pay the bill on-line, he argued with me like i was a piece of dirt, i reminded him that i was a customer and i hope the conversations are being recorded, he said he appreciates i am a customer but he doesn't like the way i am talking to him, i told this man that virgin has broken my contract and they are not bothered i pay my bill before time and they cut it off, he then put me on hold and then came back to say have i had any services turned off,

    i replied that 3 months ago i asked virgin to stop HD tv, he asked me have i returned the box, i said they posted out a empty box to me and i returned it to them by post office and have a receipt, he then said well i need to call customer service tomorrow and will need to send the receipt as proof before my service can be turned on,

    well i told him i am not happy and he gave me some address in Swansea, so now i need my internet and phone but can not have some thing i have paid for because of some !!!! up, virgin media is named by a man who prides him self on customer service, well this cable company he has put his name to is not got the same ideas he had for his customers and think it is a complete joke,

    if i didn't need my internet so much i would tell them to stick it up there rear end, but because i do i have to just go through the stupid process and let virgin media wipe there dog muck dirty shoes over me

    to add insult to injury they had switched the broadband off about 4 days ago before this time and when i called it was turned back on no mention of why it was turned off just said there was a fault.

    Thanks for caring for your customers Mr Branston
  • jennycat
    Why not email Dickie richard.branson@fly.virgin.com
    Originally posted by aardvarkuk
    hi just wanted to say i sent him and email.
    i wonder if he will get it and i wonder if he will reply
  • wormy123
    Virgin Media Destroyed My Life
    Virgin Media is the worst ISP I have ever had, the connection is unreliable. They took 7 times as much money as they should have from my bank account and never gave me back my money and then disconnected my internet because I complained about their services on the web, i.e.

    Virgin Media Complaints.co.uk
    • cathysorbo
    • By cathysorbo 19th Apr 10, 1:13 PM
    • 4 Posts
    • 0 Thanks
    cathysorbo
    Virgin Media Contract Tricks
    I just want to add to the many complaints about Virgin Media. I was a customer at my previous address with cable TV, telephone and internet. I wanted a cheaper package and verbally over the phone the operator asked me if I watched Living TV. I was then tricked into their basic package which had less channels than Freeview. I then needed to move house but they claimed that by changing my package I had taken out a new 12 month contract!! At my new address there was no cable facilities so in order to honour their 'new' contract I agreed to take out a new 12 month contract for broadband services only. My line rental was with BT but oh no, Virgin somehow tricked BT in saying I wanted to make all my calls through them (lies as again even with BT I had to agree to a 18 month contract placing 4 calls per month) After several complaints to BT and Virgin I eventually got my calls back to BT a couple of months later. Now I am coming to the end of the 12 month contract and cannot wait to leave Virgin once and for all!! Not so easy - I am now told by the Customer Relations Team that I need to give 36 days notice (not sure yet if there are charges involved) and the team have to contact BT Wholesale for them to provide a Mac code - this will then be emailed to my Virgin email (which I never ever use) and I can then ring BT with the mac code?? All sounds rather strange to me so I have no idea if they will let me go at this stage without making up charges for termination. Oh, and another thing - Please remember that all these companies will set you up on a brand new contract if you accidently miss a payment for example, or change your current package with them. I'm not sure if Sky do this? Maybe someone could comment??
  • suzeeo
    Sorry if this isn't the right place to ask but does anyone know if there is a cooling off period where you can change your bundle package after ordering. My partner phoned up and got the XL package for TV, broadband and phone. However this isn't the best deal for us as we don't really use a landline (just for emergencies) and don't really need hundreds of tv channels. Our package will cost £46.01 a month plus £11.99 line rental.

    Even if we paid the extra £8 for ESPN we only really need the M package at £18 a month. In the small print online it states there is a fee for downgrading - does anyone know how much this is? Do we have the opportunity to switch our package as it less than a week old with any charges? Any advice would be gratefully received.
  • ejhamil
    WWII Pilot more intimidated by Virgin Media than two tours of duty
    I came home today to find my broadband was down again for the second time in 4 days,

    i called 150 and got put though to a asian gentleman who after some searching came back and said there has been work in my area in Preston and he will need to send a signal to re-set my modem,

    i a disabled man with both my legs amputated below the knees got up off my chair and had to reach behind my tv to get to the socket to switch it all off,

    i restarted it after 60 seconds and then the man tried again, he said to me that the signal was not going through but will sort the problem out today to get me back on line, he put me on hold for 3 minutes then came back and said my bill was over due,

    i asked him what is he talking about i got a bill last week which was not due to be paid until the 1st April 2010, he then said he will need to pass me to another department to get this problem solved,

    i was transferred but this man didn't even know why i had been put through to him, i started getting angry at the messing about and he wanted me to re-do the security questions, i asked him why? has he not just been told about what is going on? he didn't listen just asked me what are my security details, like a idiot i repeated the questions and answered them, he then started looking at my account and said there is a bill over due,

    i told him there is not and i have the proof as i pay the bill on-line, he argued with me like i was a piece of dirt, i reminded him that i was a customer and i hope the conversations are being recorded, he said he appreciates i am a customer but he doesn't like the way i am talking to him, i told this man that virgin has broken my contract and they are not bothered i pay my bill before time and they cut it off, he then put me on hold and then came back to say have i had any services turned off,

    i replied that 3 months ago i asked virgin to stop HD tv, he asked me have i returned the box, i said they posted out a empty box to me and i returned it to them by post office and have a receipt, he then said well i need to call customer service tomorrow and will need to send the receipt as proof before my service can be turned on,

    well i told him i am not happy and he gave me some address in Swansea, so now i need my internet and phone but can not have some thing i have paid for because of some !!!! up, virgin media is named by a man who prides him self on customer service, well this cable company he has put his name to is not got the same ideas he had for his customers and think it is a complete joke,

    if i didn't need my internet so much i would tell them to stick it up there rear end, but because i do i have to just go through the stupid process and let virgin media wipe there dog muck dirty shoes over me

    to add insult to injury they had switched the broadband off about 4 days ago before this time and when i called it was turned back on no mention of why it was turned off just said there was a fault.

    Thanks for caring for your customers Mr Branston
    Originally posted by PETERSWITZER
    hi just wanted to say i sent him and email.
    i wonder if he will get it and i wonder if he will reply
    Originally posted by jennycat
    Dear Richard

    It is possible that today I may have effected a refund of overpayment due to my father. Heather Robinson at the Chief Executive Office said she would deal with the matter.

    Previous dealings with Virgin Media left my 88 year old WWII decorated pilot feeling totally intimidated and too worried to sleep. He said it was worse than flying two tours of duty during the war!!!
  • beechgrove
    Go to the top!
    I can see that there are a lot of complaints her and apologise for not getting to read everybody's comments so sorry if this has already been mentioned.

    The simple answer for Virgin (like all large conglomerates) is GO TO THE TOP!

    I started off by complaining about what I thought was misleading marketing. The leaflet says upgrade to a V+ HD box with free box, XL TV package and nothing more to pay each month.

    The truth is that when you ring sales they say that if you keep your existing box and add a V+ box you pay the standard installation cost of £35, get a free V+ box and pay £5.50 per month extra. If you swap the standard box for a V+ you pay £35 install, £49 for the V+ box and nothing more per month.

    I emailed the Chief Executive Officer late Friday, he read his mail early Saturday morning and replied to say he was passing it to his team to resolve. By 10:30 I had the CEO office on the phone with a deal for a free box, XL package and nothing more to pay for 12 months.

    The box was installed a week later, they hadn't installed XL!!! Another email and that was sorted but the silly sods cancelled the V+ access! Another call sorted that. The following day the box packed up (fan stopped working so probably fried its guts). This morning I had a £96 bill from Virgin - they had doubled the price of the TV.

    Another email to the CEO office and they were on the phone with apologies and a vast reduction in the bill.

    To start at the top - email neil.berkett@virginmedia.co.uk
  • Tiffany F
    Gobsmacked
    ..at the complete & utter idiocy and incompetence of the staff at Virgin.

    I can't even be bothered to go into the whole, long-winded story but suffice it to say I've only been a customer for 35 days, and have already emailed 3 complaint letters, and spoken to about 8 different people. All to no avail. My three complaints were never even acknowledged. In fact, after I chased up the first one I was told that I would never get a response because it was being 'fed back internally'. Brilliant.

    Everyone tells me different things, which I'm convinced they just make stories up depending on their moods.

    I've had conversations that go something along these lines;

    M: Why was my first bill not collected by the DD I set up?
    V: 'Your bill wasn't paid because your direct debit was cancelled.'
    M: I cancelled that today. Two hours ago.
    V: Yes.
    M: So you don't know why it wasn't paid when it was due at the beginning of this month?
    V: Your DD was cancelled.
    M: I cancelled it because I refuse to pay £114 for a package I didn't ask for in the first place.
    V: Do you want to set up a direct debit?

    And on and on.

    I'm thinking I might just skip to the point and email that fella in the previous post & see what happens then.

    Absolutely useless!!!!
    • Reducemydebt
    • By Reducemydebt 26th Jul 10, 11:17 AM
    • 205 Posts
    • 45 Thanks
    Reducemydebt
    Virgin Media - modem
    Hi,

    I've been an NTL customers for years and then onto VM. I also moved over the 10meg Broadband about 2 years ago, when they introduced 10meg anyway.

    the problem I have since found out is that the original make of modem was no where near capable of handling these speeds, and I have had inferior broadband ever since.

    After having connectiveity issues (I had to re-boot several times a night) The engineer came around this weekend and laughed and said "this modem is obselete and should have been replaced" and at best I'd get about 1meg broadband. I have complained and complained about broadband speed!!

    I am going to complain to them and say I've not been provided with the service I've been paying for.....not that I expect anything will come of it!
    • michele-p
    • By michele-p 26th Jul 10, 11:37 AM
    • 752 Posts
    • 730 Thanks
    michele-p
    I got nowhere with my complaint to Virgin media, who didn't send me a contract when I ordered business cable over the phone, and didn't tell me it was a 24 month contract. My "contact me" requestes were ignores. My complaint was given a reference number, then ignored. Eventually I spoke to the person dealing with it, who said her boss had decided to hold us to the rest of the contract (9 months), as they had decided we were on the wrong product for our use, which caused all our connection problems (the reason we moved). So when I asked why no-one had pointed this out all I was was told is "we won't release you from your contract" which I was missold!!!

    So now it's with CISAS to see what they say. Wish us luck!
  • barnabee
    Ten years with NTL/Virgin Media and although there have been one or two minor problems over the years it has been a good service. UNTIL RECENTLY.

    What is going on in the company? The email system is down more than up, the staff deny there are any problems even though their own customer forums is full of angry posters experiencing difficulties. The decision to migrate to google mail was ill thought out - the migration team running it are incompetent.

    If you are experiencing email problems the VM customer forum for email is at http://community.virginmedia.com/t5/Email/bd-p/email

    If you are fed up and have already jumped through all of the hoops that the VM team has held up then the CEO can be contacted at neil.berkett@virginmedia.co.uk
    (as long as you can send and receive emails)
  • notvirginmedia
    NotVirginMedia
    I'd very much appreciate it if you took a look at my Website: “Not Virgin Media. Broadband - A Customer Case History”. I can't post the link here because of the rules so type NotVirginMedia into Google - Thanks
    • Madison
    • By Madison 27th Aug 10, 12:51 PM
    • 155 Posts
    • 75 Thanks
    Madison
    Interesting reading - I was considering switching to them but I think I'll go with Sky given all the negative stuff in this thread.
    • ghanagirl
    • By ghanagirl 27th Aug 10, 1:14 PM
    • 281 Posts
    • 406 Thanks
    ghanagirl
    Interesting reading - I was considering switching to them but I think I'll go with Sky given all the negative stuff in this thread.
    Originally posted by Madison
    Would not take to much notice of a thread that's been bumped with mosts posts that are 2 years old and from people with only 1 post to their name.

    If you want a true look at these types of problems and to compare sky with virgin you should pop over to digital spy.
    But for my 2p worth i have kids on virgin broadband all day and my OH on all night and have never been throttled back.
    But i would like to say that reading the posts leaves me stunned.
    do people not read a contract before they sign it. the one we signed had everything on it as agreed.
    http://www.digitalspy.co.uk/forums/
  • casanovah
    Virgin media complaint
    If anybody has ever tried to make a complaint with virgin media, you will know how difficult it is.

    I had attempted for 2 months until i managed to get the email address of the chief executive.

    neil.berkett@virginmedia.co.uk

    that will get you a reply within an hour if you provide a phone number!!
  • AC1985
    [QUOTE=ghanagirl;36099189]Would not take to much notice of a thread that's been bumped with mosts posts that are 2 years old and from people with only 1 post to their name.

    If you want a true look at these types of problems and to compare sky with virgin you should pop over to digital spy.
    But for my 2p worth i have kids on virgin broadband all day and my OH on all night and have never been throttled back.
    But i would like to say that reading the posts leaves me stunned.
    do people not read a contract before they sign it. the one we signed had everything on it as agreed.

    I do believe you don't know what you are talking about, I have foolishly been a Virgin Media customer twice and each time I have struggled to get the services or what the contract clearly states!! I will advise everyone to stay away from Virgin Media they will make up anything they want just to get you off the phone!!! You are very patronising it sounds like you work for Virgin to me!
  • notvirginmedia
    [QUOTE=ghanagirl;36099189]Would not take to much notice of a thread that's been bumped with mosts posts that are 2 years old and from people with only 1 post to their name.

    If you want a true look at these types of problems and to compare sky with virgin you should pop over to digital spy.
    But for my 2p worth i have kids on virgin broadband all day and my OH on all night and have never been throttled back.
    But i would like to say that reading the posts leaves me stunned.
    do people not read a contract before they sign it. the one we signed had everything on it as agreed.


    You've missed the point. We never signed a contract.....

    NotVirginMedia (GOOGLE it)
  • KOS
    If anybody has ever tried to make a complaint with virgin media, you will know how difficult it is.

    I had attempted for 2 months until i managed to get the email address of the chief executive.

    neil.berkett@virginmedia.co.uk

    that will get you a reply within an hour if you provide a phone number!!
    Originally posted by casanovah
    I can fully support this post!! I moved to BT from Virgin and noticed a month later I was still being billed by Virgin. I called them and was told that "BT used the wrong MAC Code process", I then cancelled with Virgin and was told that I would be charged for the intervening period, another 30 days and a disconnection fee. BT disputed this and, after a frustrating 2 hours on the phone I found the above email address.
    I emailed Virgin explaining the problem and CCd Mr berkett. Within half an hour I received an email saying he was on holiday but the email was being sent to a member of his team. Within the next hour I had a call from 'Susan' who actually listened to my plight, agreed I was in the right and she would 'sort it'.
    20 minutes later - all sorted, Virgin cancelled, no charges (in fact a bit of a refund) and, hopefully, the hairdryer treatmant given to the helpdesk chap!
  • properfedup
    Virgin media E-mail or lack of it
    I have had no e-mail for over 3 weeks get told they will phone me back but never do now I cant even get them on the phone do you know what address I write to
  • joetheo
    Virgin media complaints/complaint
    I have spent in the region of 6 hours on the phone and a couple more on virgins forum complaining to Virgin Media and attempting to get my complaint registered. My complaint revolves around Virgin Media lack of a complaint dept and their inabilty to deal with complaints or specifically my complaint as far as I can tell "complaint" is not a word they recognise.

    I have registered virginmediacomplaint.co.uk and plan on launching a forum for disgruntled individuals to complain without fear of their posts being deleted or moved away from googles eyes.

    virginmediacomplaint.co.uk is coming soon
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