ComplaintsHub.co.uk » Shops & Trade » Review / complaint: Virgin Media - Terrible service! | News #1871

Virgin Media
Terrible service!

I have seen millions of complaints on Virgin Media and feel scared that I have signed a 12 month contract. My wife and I moved into a new rented flat just over two weeks ago. The landlord who was living here advised us that due to bad reception in the area, she has been using Virgin Media for TV and had the phone and broadband package. Fair enough I thought, phoned them up and they were even kind enough to give me a discount on the whole package (3 for 30 was offered for 20). But that was the last of the good will I got. On the phone while I was signing up, I was given of an activation date of 3rd of April when my equipment would be delivered as well.

You guessed it the day had come and gone and not a sign from the lovely people from Virgin Media. On the 4th I called them up asking what was happening and when I would get my equipment. The answer... well they did not know because the equipment was only give for delivery to the delivery company (UPS) on the 3rd. I could call them up if I wanted to they said, to arrange delivery. In fact they said that would not be enough, because they need someone to come to the flat and install it all. When I queried when this would happen I was told 'tomorrow'. At this point I raised a complaint with the call center guy, quoting to him exactly what I was unhappy with. I should have asked for his name and a ref of the complaint, but I was so furious that they were quick to sell me the product, but were so poor at advising what it would entail to install and had in fact lied about the dates. Again, I was told a manager would contact me 'tomorrow' to follow up with the complaint and a letter would be sent to acknowledge it all.

You guessed it, no call nor letter.

6th of April, I called again and was told that installation was scheduled for the 7th of April, without me having scheduled it at all. I rescheduled for Saturday 12th of April, between 1-6pm. I was promised that I would get a call from a manager regarding my complaint, which was visible on the system the time. Same day I went and picked up the equipment from UPS as they could not guarantee a delivery day or time.

The landlord had left her Virgin Media equipment at the flat, but had canceled all services. So faced with a long wait for activation I switched the equipment on and what do you know... broadband was on, without me having to put in a PIN. TV was working for the basic 5 channels and phone was off. I thought, not bad to keep us entertained 'till the activation. I called Virgin Media and told them I get 5 channels, can I get the rest of them please (I subscribed for over 80)? They told me, you need to wait for the engineer to install it all. For the fun of it, I asked if that means I won't get broadband till then and the lady was adamant that I won't be able to get broadband despite having my landlord's modem. I couldn't argue with her, they had proved their poor, poor service before. I was going to wait for the 12th.

12th of April. No call from a manager. I call to confirm with Virgin Media that they would be coming over to do the installation. This is where i was ready to throw my toys. I was told there is no scheduled visit, and in fact there is no need for a visit because the install is supposed to be a self install. I was blown away by this. I asked to speak to a manager, to follow up on my complaint from the previous week. Wait for it... they could not see anything on the system, no sign of my complaint.

At that time, I asked to speak to a manager straight away. The call center guy told me he could not let me do that as my problem was around a self install and not Customer Service. I insisted, he spoke to his manager, who refused to speak to me.

At this point I am lost as to what I can do. I raised a new complaint and asked for a reference number this time. I asked for the guy’s name and his manager’s name. He did not want to give me his surname nor his manager’s surname. Only after I pushed did he give them to me. I was promised that a manager will call me within 24 – 48 hours. I am not holding my breath.

I phoned faults reporting and after 5 minutes they had all my TV channels connected. The phone is still off and I am scheduled for an engineer to come around on the 14th. The broadband has been working since I initially tried it... despite assurances from Virgin Media that it would not.

I will follow this through and get something for my lost nerves and time. I hope that the rest of you get some proper service from Virgin Media... although from what I have seen so far, they trip over themselves to lie, show their incompetence and turn their customers into babbling fools.

The broadband is fine, it is actually double the speed to what I signed up for, and TV works once activated. Phone is still to happen, but I pray that none of these services develop a fault.


Company: Virgin Media

Country: United Kingdom   Region: United Kingdom

Category: Shops & Trade

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