Informed that Virgin will go up in Feb but Oh Joy 5 BT Sports channels to watch, would rather watch paint dry I can walk down to the local park and watch a load of blokes kick a ball about. Also informed I should get upto 120mb broadband best yet is 91mb normally around the 80 mark, a real hoot. Wrote to them saying I just wanted Broadband and basic TV, the prices vary from their website, Oh well who to try?????
Install was smooth although Tivo box failed in first 24 hours. Virgin replaced quickly and without hassle. Broadband very quick and reliable so much better than sky. Tivo functionality great and ability to watch programmes seven days ago easy. Great App on Ipad lets you watch more channels online than sky and also acts as a remote when at home to change channel and manage your recordings
Not as many HD channels as Sky, but as an overall package very please
Booked Tivo for Sat morning. Get a text saying they are coming Sat evening.
Ring up on Thursda, spoke to someone who said he will ring the area manager and get him to call me Sat morning to let me know the best time they can get me in.
I emphasised that one of the big problems with Virgin is that crap at customer communication and lie about it.
Was also due a call back from the agent due to another issue Friday morning.
Friday came and went no call. He also said he will leave a note for his colleague to call me Sat morning. She didn't.
Saturday noon came again no call, I call VM and they say on their notes that someone communicated with me that morning. Lie.
Eventually conversation came to an end and the women said she will call me Monday to make sure all was resolved. AGAIN NO SHE DIDN'T
After that I spoke to another person on Sat who was meant to call me yesterday morning - She also didn't.
A message was sent by Ade (??) yesterday to her to call me. Nothing.
Spoke to Dave again, explained the shockingly bad service and he promised me a call back first thing this morning. Again NO.
Utterly crap and useless.
5 Promised call backs - 0 calls made.
I should have taken more notice of the reviews, I didn't.
Many of them were old and Virgin were making bold claims about the improvements that they have made.
Until today I was a Virgin customer, I lasted about a year with them. Guess what, nothing has changed.
I fully endorse what Mick Heyes posted on 25 October and I, too, have been with them since ntl and before then. VM service can't be faulted when it's working but Indian call centre staff are unable to offer any real help other than advising you to switch your modem off and turn it on again, unless you get them to transfer you to a Manager. However, I have to say that once you've got through to the right person, they do persevere until they've fixed your problem, even though on some occasions this can take some time.
Service apart, one gripe I do have is that it's almost impossible to find the tariff for their landline charges via their website. Have just tried and failed. Care needs to be taken when googling, as you're likely to turn up tariffs that are a year or more out of date.
I rent out a flat 250 miles away from where I live. The tenant gets free broadband as part of his rent and the whole arrangement has worked fine for 3 years with O2. Then I decided to move to Virgin. What a mistake. The only reason I moved away from O2 Broadband is that they were being taken over by Sky, plus Virgin had a' no-phone line needed for Broadband' option. Here goes:
1 I order the service in my name, with me as the Account Holder and me paying the bills (just like it was with O2).
2 for the purposes of access for installation, Virgin request the name and contact number of the tenant. A reasonable request and the information was duly provided.
3 a few weeks later, the tenant receives a contract in his name and asks me why (good question). I ring Virgin and ask them why. Virgin response is that an error has been made, the only way to correct the situation is to cancel the contract and start a new one, but on less favourable terms than offered first time around.
4 I suggest that I should not be disadvantaged as a result of a problem caused by Virgin themselves. Virgin response is to tell me that another way to approach the problem is to continue on the current path (with the tenant as the official account holder but me paying the bills) and then when installation is complete, just switch the account name to me.
5 Installation is complete and the first bill received, so time to contact Virgin to correct their earlier mistake. They would be happy to do so but there is a £20 administration charge to change the name on the account. Wait for it, when I suggest that it is unreasonable for me to pay to correct a mistake made by Virgin in the first place, their response is that the contract was issued months ago (YES I KNOW AND I COMPLAINED MONTHS AGO) so they would not entertain a complaint now. They also say that for the account to be in the name of the tenant they must have been given his details at some point. YES - SEE POINT 2 ABOVE!!!! Well, what can you say? It goes without saying that I am now feeling a deep sense of injustice. Both the tenant and myself know for a fact that the whole problem is caused by incompetence at Virgin.
6 Why would the tenant ask for the account to be put in his name? He could end up getting bills when its part of his rent. Why would I ask for an 18 month contract to be put in the name of the tenant? He could move out in that time.
If you want a huge dollop of incompetence topped off with some thinly disguised rudeness, Virgin Media are the ones for you. The irony is that O2 were very good and the likelihood is that many of their staff will have been taken on by Sky, continuing a good service. Oh well.
Mike Labib found this review useful
All I want to say this is the worst customer service company in the world it is without exception so devoid of customer empathy that it should represent the gold standard in how not to treat a customer.
After struggling with Virgin over many issues the final straw is they send there technicians / fitters I might add and they damage my TV and then ignore my emails re the damage. This has been a night mare and in the end I will be taking them to the Small Claim Court over the damage. They say one thing then before I know it my contract has gone from the agreed £95.24 to £122.99 and they just send this out without any cross checking is if had a weak heart I could of died given all the stress that Virgin has caused me. The lies incompetence and all the other issues are just mind boggling and then to night I meet my neighbour in Tesco and he tells me a similar story no broad band for 8 weeks. So it is not me its every one from the woman in my local post office to my neighbour no one is immune to the terrible service that is Virgin Media. The stress that thsi caused me has sent me to A&E.
I have been a customer with NTL ( virgin Media ) for a few years and In August 2013 I had problems with my Internet connection and when I phoned Virgin Media I was told by a call center in the UK they told me there was nothing wrong with the Internet service even though had no Internet. Then when I got though to India they told me say there is a problem in my area and it will sorted by the end of the day but it took nearly 8 weeks to sort the issue. Then today I phoned cancellation's team to give a months notice I got the RD degree from a Virgin Media member of staff I even asked when was my last payment she said I don't know I don't work in accounts she did not even offer to put me though to the department. I all so work in customer services and I spoke to customers in that way I would be dragged over the coals.
But I did speak to a member of staff in the same department about 2 weeks before and I was spoke to politely by a lady named Joanne B
I must of been lucky that day.
Virgin Media is an absolute embarrassment. My broadband hasn't been working for THREE WEEKS. Everytime I phone up they tell me that they can't send an engineer out because there is a fault in the area. The fault only lasts 1 day and I get texted to say it's been fixed but my broadband still doesn't work!! They seem to discover a new fault every single day and every new fault they find they automatically cancel any engineer I book out.
Been with VM way back when they were NyNex then NTL.
When there services work they can't be faulted however, one tiny problem soon escalates into a major problem. Indian call center staff are poorly trained and struggle with regional accents. I'm a Northern lad with a Lancashire accent so I had to repeat myself several times before giving up and ringing back hoping for a UK rep to pick up but they never do.
4 stars because like I previously wrote, when it works then it's perfect but they miss out on top marks because of the off shore (supposed) help.
I am moving from an area that has virgin, which I am subscribing to, to an area in east kent where in their wisdom they have deemed the area to be not cost effective (this is a small town!!). So when I informed them of the move they are now trying to charge me a disconnection fee in excess of £100. Their logic is that the contract is tied to the current house and if I move somewhere with no service then tough luck. My view is I want to continue with virgin but they cannot provide it hence I should not pay disconnect fee. So off to the ombudsman we must go. I have asked for a "deadlock" letter which I will then forward to the relevant ombudsman. Let's see what happens but one thing is for sure I will be actively discouraging anyone I know from subscribing to virgin. The customer service through all of this 2 hour plus debacle, via india and scotland has been a shining example of how not to treat your customers. In fact if they had suggested a compromise i.e 50/50 I may well have accepted.
1) No internet for nearly 3 month.
2) Engineer was booked 5 times but turned up only 2... so I was kept waiting for 3 times. (they never called me to let me know they were not coming).
3) I asked to terminate my contract after nearly 3 month without any services. They said no because I have agreed to 18 month contract.
4 ) After spend lots of hours of on the phone and shouting to everyone they have finally agreed to terminate my agreement.
5 ) Now I am still trying to get my money back from this 3 month that they could not provide the services.
6) Customer Service is the worse I have had. All the time the I call they give many different explanations.
FIND ANOTHER PROVIDER DONT MAKE THIS MISTAKE!!!!!
I guess most people now with access to the internet know just how extremely poor this company is towards both Service and Customers, so I will not bore you.
Suffice to say if you can find an alternative provider then do so, stay clear of Virgin Media at all cost, they will only change when you do your talking by walking, which is what we did this morning.
One star is generous, when I first got my broadband and Tv package installed none of it worked, i had 3 visits from technicians before i finally had the service which i was paying for, as an electrician i was especially disappointed when told i could install my multi room cable myself as the technician didn't have the time....this meant for the duration of my virgin experience i had and aerial cable run down my hall. Then came the worst part, their customer service!!! this was laughable, every agent i spoke to regarding a problem i met the language barrier as there was not a fluent English speaker in the building this cost me alot of money when trying to get a solution (as my phone line was not working and all calls where made of my mobile)...I eventually decided to buy out of my contract which had 6 months left to run on it at a tasty cost of £146 which then prompted virgin media to hand my payment over to an independent debt collector which was in all fairness an easier company to deal with...so hopefully this review can save the good public some much needed money!!
For the past 4 weeks our tv and internet service has been going down. I feel they really just don't care when you phone up. It takes 10 minutes to go through push this button push that button to get through to someone, if your lucky or you could be on hold forever, or even better they cut you off. I have been with them of 7 plus years and spend a lot of money each month. Think it might be time for change of provider.
By far the worst company of any kind. I work from home so it important for me to have a reliable internet connection. I was a customer for about 7 years.
I called them to ask for my MAC as I was thinking about trying another broadband supplier. They said they were going to email me the MAC the same day. Two hours after the phone call, I had no internet connection. I spent hours on the phone talking to them trying to solve the problem. They were trying to convince me that having a problem two hours after I asked for the MAC, was a coincidence. Typical responses during the problem solving session were "we are dealing with the problem, we need to talk to our technicians, we will get back to you in 10 mins". One hour later, no news from them. I called them up and the guys that were supposed to call me back were dealing with other complaints.
Needless to say they did not send the MAC the same day. Next day I called them and demanded the MAC over the phone. They gave me the code but they also said they had emailed it to me. Of course I never received an email from them.
All that trouble and I had not even passed my MAC to another supplier.
Also not forgetting the times they could not resolve issues in a timely manner in the past.
They are incompetent, liars and unprofessional. I hope they go out of business soon.
Have been supplied with two blackberry 9270 phones which don't work properly when I tried to get to my account get the "it's not you..." message no customer support they can have their phones back and can stick them where the sun does not shine. Never again
I have been with Virgin Media for many years and have only had 1 or 2 problems but nothing that couldn't be fixed easily enough, I am surprised so many people have problems with them when I have hardly any problems at all. My hats off to there twitter team who are always so helpful, If I had one criticism it would be that the time I did have a problem with my internet and I phoned them up on 150 I was passed around to a lot of different people/departments before the situation was resolved, other than that I find them to be a good company. I have seen far worse...
All i ever get from virgin is ridiculous excuses one after another. First of all our internet constantly drops out never get a good service their phone calls say they provide. Just had a call with them about slow internet connection and i proved that 3/4 speed tests showed ~30mb and the one they 'recommend' gave 60. I couldn't accept the one they recommended to be correct. did a further 3 tests and different speed test and all gave me same results of ~30mb.
If you get the opportunity to pick a provider other than virgin take them. DON'T USE VIRGIN MEDIA. biggest mistake was picking them
I have been an ADSL customer with Virgin Media for years.
About 3 weeks ago my internet kept dropping out and I was with and without service for two weeks. Virgin said that it would be fixed and I received a text saying that the fault had been dealt with... 3 days ago the line kept dropping out. I finally had enough of speaking to outsourced New Delhi service reps who had absolutely no idea about the service they were trying to help me with. I got my MAC code and now my service will be transferred. To be honest I hope I never have anything to do with Virgin Media again.
Yet another weekend without broadband!!! Checked their website which said I had a good service. Phoned their support line and they said there is ..... shock horror ... a fault on the system. Expected time to fix .... 3 days!!!! This is the 4th time I've had this in just over a year. Utterly utterly pants!!!
I'd finally had enough and so asked to cancel my service but was told they are closed on Sundays.
First thing tomorrow I'm cancelling .. and you should too if you are experiencing these issues as the only way they'll begin listen is if it hurts them in the pocket!!!!!
I had my first real problem with Virginmedia when I upgraded my Broadband and ordered a Tivo box (standard V+ box is God awful slow after being used to a skyhd box) I haggled a deal with their Indian call centre where I'd only pay £30 instead of £60
Sadly, as I soon found out, I was lied to and my bill showed the full amount. Rang CS who advised me to cancel the DD as they had no way of refunding my money. Done that and then I got a £10 charge for a DD failure. Called again, and was told it was all sorted. Sadly the next bill still showed the £30 charge. Called and spoke to their complaints department who said they wouldn't have said that (awfully nice to be called a liar by a complaints department!) but conveniently they didn't record these call to the off-shore department, so I couldn't prove it
At this point I raised a complaint with OFCom about being mis-sold and sent an email to the CEO's office at VM. Only then did I get someone that understood customer service, who apologised and promptly refunded my account with the money.
Couple all this with their rubbish traffic management (75% speed reduction on uploads!!) and you're better off looking elsewhere. As soon as my contract is up I'm jumping ship to BT infinity
SHOCKING UNACCEPTABLE CUSTOMER SERVICES
They only excel in adverts. I assume thats where all their time and money goes into
First thing first DO NOT TOUCH VIRGIN with a long pole. They are very very UNRELIABLE. In Aug 2013 we booked and were scheduled for sept 2013 they were unable to install because they claimed the cable had been blocked off but builders said they came with wrong plan
We booked again and I explained everything to them and advised they should come with correct plan. Yesterday 28/09/2013 nobody turned up and nobody had the courtesy to ring us to explain anything.
I rang 4 times to ask for an update. I rang at about 2.45pm to ask if they were still coming and they said its between 1pm to 6pm and someone will still come. At about 5pm I called again and they assured me someone will still turn up. Nobody did. At 6.25pm I rang again and was told someone will ring me in 3omins nobody did. When I called at about 7.30 the CSO asked if I had been at home all day and I told him I had and this was my 4th call today
I learnt today that our neighbours who were booked same day with us did not have theirs installed as well.
Been trying to get my broadband internet sorted for a year and deteriorated recently beyond use. All the comments here are so true I laughed with complete agreement - no one cares about your problem. Numerous calls achieve nothing but empty promises and you and they repeat same rubbish every time you call - utterly disgraceful. I will be leaving but do you know what I don't think they care less!
We have been with virgin for nearly 5 years .
I decided December 2012 to down grade on package as just too expensive each month .
The bill would be about £100 each month .
So after deciding to switch to talk talk ,
We cancelled, oh no your in a contract until December as you down graded .
But nobody said on phone would be another twelve months ..
So we took up with the complaints department .
And while they were sorting it out we received letter from the debt recovery and a default letter .
I phoned virgin they said it was an automatic thing .
So eventually virgin said as not their error we will give you a good will jester 50% off the bill .
So instead of going through c cass we decided to take it
We phoned up the debt recovery and they said as it was a good will jester need to pay in full .
We did on the 2nd of September .
Now they have sent up the reminder bill for the rest of the money .
But I got emails and letters stating about this good will jester after they decided to make us pay the rest .
I don't think they have a leg to stand on .
And we are thinking of suing them for stress and anxiety as my dad is very ill .
A shambolic company please don't touch them with a barge pole
Virgin what can I say what a bunch of cowboys these people seem to think they can do what they please and follow no guidelines or rules.
They lie about over the phone about costs and services. My first problem was I was approached 12 months into a broadband contract to see if I wanted to add tv to my package. I was 2 months into a house but and told them I would wait as I was likely moving house. Not a problem they said you can take it with you if you move but when it actually came to moving... It was sorry sir but your options are cancel that contract and start new or buy out. Both resulting in a cost of over £200 I was livid but after writing to the complaints department and after 3 weeks this was squashed. Upon moving I was told I would get free installation at the new address. Then a bill landed after they had already poached the money via dd for 37 pounds monthly subscription and 85 pounds installation fee. When I rang up furious they told me its procedure to take the installation charge and it's refunded in 35 days. So basically they steal your money get a bit of interest and send it you back. After complaints and a threat to cancel in my 14 day window I was refunded instantly. 6 6 months later bill was increased per month by nearly 5 pounds a month with no notification. Complained credited 6 months of 5 pounds (30£) to my account for inconvenience. Fast forward to 1 month ago and finally made the best decision to move to sky and rang virgin to cancel all sorted told to leave direct debit open until this month as I was ahead on payment but owed around 7 days of the following month so they would take around £11. Looked in my bank low and behold 44 pounds taken. Rang up asked why told me it was procedure to take it and refund difference back in 35 days. I told them I was livid and this was stealing and holding my money for their gain. All I got was policy. I rang my bank filed a dd indemnity and they refunded the amount straight away. Told me they will take care of Virgin as they are breaking direct debit rules. Also sent a nice letter to the office of fair trading. These people are thieves and I will never deal with them again.
I am writing this after making my second over 30 minute call to these clowns. They really take customers as being mugs and i must say honestly their customer service is the worst i have come across.
For some reason Virgin Media's broadband only works intermittently despite being the most expensive one. I have rung them to complain and today was my final straw and i rang them to terminate my service.
Having 30gigs is only worth it if it actually works, for me it works a few hours and then goes off for several hours again.
Very frustrating and worse Virgin Media do not have a clue. They keep telling me to turn my router on and off. For pitys sake i told the wxnkers that i have turned it off and on a hundred times. The problem is the signal not the router.
I guess Richard Branston used to watch too many episodes of the IT CROWD and their have you tried turning it off and on routine.
Anyway i advise anyone reading this, please do not be fooled by Virgin Media's advertising. Virgin Media is the worst and most unreliable broadband supplier and there is zero customer support other than telling you to switch off and on.
The joke is they PRETEND to do a signal test and tell you that you have NOT switched off and on enough.
On 23rd July i decided to cancel my Virgin landline as I never use it. I was told I would have to give a months notice but as I pay in advance, I would then get a refund which we be paid into my bank account within 3 weeks of 23rd Aug. I received credit notice shortly after and sat back and waited......and waited.....and waited. Today I rang them (on 0845 number as I no longer have landline remember). I was told there was no facility to call me back so i would have to hold. Then I was told that although I had a credit note for £8.49, A charge of £25 had been applied for an engineer callout they had never charged, so I actually owed them £16! This engineer callout was in 2000 - thirteen years ago! I did my best John McEnroe and said ' you can't be serious!' Suffice to say they have agreed to 'waive' their 13 year Bill and give me my refund. However this will take another two weeks as they have no facility to prioritise their own cockups. Also refund will now be a cheque as they also have no facility to recredit banks. Apparently they can take money out whenever they want but they can't put it back in
Just been informed that the new house we are moving to can't get Virgin and so I'm going to have to cancel my contract early and pay them a severance fee of £123 !!!!
Apparently there's nothing they can do about this as I'm in breach of contract because I'm moving house. I wouldn't be so annoyed if we were moving to a rural area but we are only moving 150 meters up the road and every other property around us can get Virgin, apparently it would have been too expensive for them to run another cable to our side of the road so they just didn't bother! If you are planning to move please, please, please check that you can take your services with you.
I have been forced to be with Virginmedia for about 2 years now.....first time I had problems with the internet was within the first 6 months of being with them the internet kept cutting out and they couldn't get this back on......after about a week they sorted the settings out ...I didnt want to stay with them but thought I would see if I had further problems which I didn't, until I moved out. They did not have the same service In the area I was moving to, I didn't want there service at all if this was the case. They said I would be charged over £100 for leaving. Due to the costs of moving house I couldn't afford to pay this and did not have the time to contest it via letter !!! The sly part of virginmedia..... I was 6months into my current contract which I couldn't cancel, I had 12 months left....I can cope with that. But oh no, because I had a different service in the area I HAD to have a new 18 month contract!!!! They must be taking the mick!!!!! This company cannot be compliant with rules and regulations set out! So forced into a further 18 months!!!! The installation was an absolute JOKE! numerous calls confirming appointments scottish people I believe these were...1st call .yes there is an appointment today, 2nd call yes they should be with you shortly........after 1pm when no one came......I cannot find an appointment on our system but we do have a one scheduled in 2 weeks......?!!!! Eventually found out massive problems with the lines outside and so liasing with BT must have been some rocket science for them and they failed to inform me that my appointment was cancelled! I didn't take this further as I simply did not have the energy to take it further as moving house was stressful enough. So its gone okay since and now 1 year later I notice my videos and facebook apps on my mobile phone were not loading very fast if at all. I called them up and they needed to upgrade my router so they took over my laptop and sorted this out for me on the phone.... I was actually impressed. BUT then as soon as I came off the phone........no internet at all! I called them back straight away, twice, and while on hold it kept coming back on so I kept hanging up. 3rd time spoke to an advisor who said I would need to wait 48 hours for it to settle. I explained every time I was using my phone line the internet would come back on. Still I had to wait. 6 days....no internet. I did have it for 1 night when I got in from work but it dropped out again. I rang them today and was asked to 'change a channel'. Unable to tell if this worked while on the phone as my internet works while im on the phone. The advisor making comments about my extension phone lines?!?!?! How could it be that when It was connecting to the internet before and then stops when 'technical team' upgrade my router?? Ended the phone call and low and behold no internet!!! Ooo but im getting a refund of the days i've had no internet (they also tried to tell me the first two days i was connected??? Now im even angrier!!) I will find a way to get out of this contract early I only have 3 months left but I am paying for a service that I am not even getting. They try to put blame on the customer side??? When its their clueless tinkering and ignorance that causes the issues in the first place! Diabolical service! AVOID!!!!!!
Unfortunately joined this disaster of a company back in April 2010, Having been paying approx £105 per month for tv, phone and internet one would expect at least a easy fix for any issue. Oh was I wrong, once into 14 months I started having problems with the signal on my 2 boxes causing the picture to go fussy, stall, vanish and sound disappear for around 15-20 seconds once or twice in a half an hour period (frustrating when listening to music or watching a good movie) this is when the fun starts. Phoned up and had an engineer come to my house to say that the wires were not connected properly (At first installation) . Problem fixed NOPE around a week or two later it starts again but now with a crackly phone line to add insult to injury. Again another day of work for an engineer to come back and say that the last engineer did not fix it right but now he has mmmmm little sceptical. A month on and here we go again phone and t.v playing up and another day of work waiting on there engineers (now you get the just of it). This one has now put a new cable in the back of the Tevo and checked the cable out the back garden that the previous man fixed. Nope now a Virgin media surveyor coming out and Tada its the cable that runs under my garden needs replaced due to water damage and now its contractor time (3rd party) to dig it up and replace the cable or supposed to. Any way contractors turn up and dig up a little square in the path but no new cable??? what...... Problem still there until another engineer turns up and actually improves my signal until the neighbour down the street has interference and their engineer opens up the pit (drain thingy out side) to fix theirs and then back we go to bad service. Now its time to switch to sky and best thing since sliced bread except I kept the broadband and phone with virgin (phone line part of the deal with the internet). My package is now £25.99 a month but wait.... £53.00 upfront for month in advance (ok expected) but then I was late with my second bill having to switch from virgin to sky (sky month in advance) and rearranging my bills accordingly then services disconnected after 2 months and told by their manager whom I had call back from and could not grasp the simple facts that the £53.00 was my bill and month in advance (so I was told when I signed up on the new contract) after being told that I missed my first bill and that the £53 was infact for my t.v bill on my old contract taken from my new contracts billing (confused, So was I). I think this is a total disrespect for customers and the fact that after all my problems I got a £5 good will gesture from them is a total joke. If there was enough people clubbing together then they might change there extremely poor customer care. Now its the full complaints route all the way this is not a matter of money but the principle they can't treat the people who keep them in a job the way they do they are lucky enough to have one!
AVOID LIKE THE PLAGUE
I understand that they have lots of customers and that sometimes things go wrong but when they do they should treat customers with respect and make it possible to complain - apparently the only way you can do this is by writing - VM are meant to be a DIGITAL company and they make it v v hard to complain - I am off to SKY or BT !!!
When the service works Virgin is the best. As it doesn't work all the time expect to deal with their customer service. Good luck with that.
Any service provider who gives no option on the website for feedback or complaints needs to be avoided. There are options out there so use them.
I tried to stay with Virgin but they made it impossible. They're so utterly awful at customer care that you think it must be a business driver to push long term customers away. Shocking really.
We recently moved to an area which Virgin do not supply, so we had to end our contract. My husband was a customer for 6 years, getting phone line, broadband and TiVo all from Virgin at a cost of £60/month. He paid by direct debit so they had over £4,000 out of him with no hassle at all. When we moved, we gave 30 days notice and our new address, were sent a box to pack the TiVo box up in (oh yes they charge you for installation but the box is still theirs) to the new address, sent that off - fine, done, or so we thought. However then we noticed we were still getting bills to our old address (redirection from the Post Office - invaluable). We were charged the equivalent of an extra month's services so my partner rang to complain. After being on hold for 20 minutes he got through to a man in a call centre who told him specifically to 'ignore that bill, it will be pro rata'd and a correct final bill will be sent out to you in the next week'. Fine. The very next day, we received a letter from a debt collections agency asking for the money immediately. So not only had they charged us incorrectly, they had also passed this debt on to the bailiffs almost immediately!! My husband is on the phone to both the DC's and Virgin as I type, he is absolutely livid. They have no problem taking your money but as soon as you have any problems, or they make an error, you cannot find someone to be held accountable it just gets passed around anonymous, minimum wage call centre employees in Asia who have no power to DO anything. Avoid!! We are with Sky now, they have their own problems but at least you can always speak to someone to get it sorted immediately!
Im having so many problems with these idiots. I was moving house to an area which doesnt have virgin (thank god). I phoned to give my 28 days notice and was told they would send me a box, freepost to send my equipment back. Since then ive had countless messages and emails to say "we called to pick up your equipment but you wasnt in" well i wouldnt be would i thickos cos i told you i had moved house, you even have my new address from my recent emails, nothing seems to get passed on with these idiots.
They are also now sending debt collectors threatening letters for a bill i paid over a month ago and have the bank statement proving it.
Total waste of time phoning them, you can easily spend 30 mins on hold to then have an inpossible to understand conversation with an indian.
I GIVE UP!!
I wish i had the optionof giving no stars! They havent earnt 1!!
My broadband has not worked properly for months, trying to contact virgin is a nightmare as I only have a mobile phone and they keep you waiting for ages before answering any calls, it's cost me a fortune in calls and when I do get through they don't have a clue.The funny thing is I have a virgin mobile contract yet I still get charged the earth for phoning about a service that doesn't work from the same company i'm paying for the privilege of using my phone.I will be switching as soon as I can.Terrible service.
We have been a customer with Virgin Media for the last 13 years, most of that time we have had the full package, currently costing us £116 each and every month.
We recently had to call them out to a problem with the tivo box, when the engineer arrived and had fixed the problem we enquired about a second tivo box as the second box we had was the standard V+.
He then rang his control who advised him that the extra tivo would cost only an extra £5 a month, we agreed to this and made sure there were no extra charges.
It took only minutes for the guy to fit the tivo and he was on his way, all was OK......
I just got the email telling me of the monthly bill and it was suddenly £191, what planet do they think we are on? 50 quid a week for television in this climate?
My wife immediately rang them to ask what the extra was for as we thought that maybe we were suddenly being charged for supplying half the street for their tv.
After a very painful 45 minutes with someone who she could hardly understand we were told that the extra was for the fitting of the new tivo and set up, WOW...... 2 minutes at a cost of about £75, Brain surgeons dont get that.
I now have to ring customer services on monday to try and get a refund sorted, well all I can say is shame on your Virgin Media, can't you just tell that Sir Richard Branson is only paid for the use of his image 'Virgin' as if he was running the company then long time customers would not be treated in this way.
Well done Virgin Media, looking right now like you just lost this customer and this is only the first review site I have found, I will be up all night putting my review of the terrible service afforded to me!!!!
Buyer Beware - Sky looking good right now...
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