Virgin Media
Terrible service

I have had truly appalling service from Virgin Media following installation of TV, broadband and phone package on 16 July. I wrote to formally notify them that I would like to avail the 30 day money back guarantee and cancel the service with Virgin media. I have tried on numerous occasions to communicate via phone but have either been cut off or have been left waiting on the phone for over 30 mins.

no contracts have been signed so I have the right to get out.

As mentioned in the many phone calls to the Virgin media team, after waiting for 6 hours, the engineer finally turned up at 7pm. He hurriedly installed the connection after complaining bitterly about Virgin Media on a corporate level. We had agreed that our BT no. would be transferred but this was not arranged and we have been connected to a completely different area code. We live in Ash vale and the code we have been connected to is that of Frimley. We were also rather intimidated by the rudeness of the engineer and if I was in the house on my own I would have felt rather unsafe. He also left all his litter behind. To think that there was a £25 installation charge for the pleasure of this awful experience is simply mortifying.

After speaking to the customer dept on 17 July, they arranged for an engineer to visit the following week on 24 July. I took the day off work and spent 6 hrs waiting. No one turned up and there was no apology from Virgin Media.

It has also emerged that our monthly bill is rather more than was agreed. I was expecting to pay £57 for XL package, broadband and phone line but have now been told that this is going to be £69. This is £25 per month in excess of what we were paying for a like for like package from Sky. I also received more channels from Sky for the same price for example all the Asian channels. Once again, Customer services assured me that the problem was fixed and that my bill/month would be for £57 but I have this week received an invoice for £67.

In view of the above, I have now decided to cancel my direct debit at the bank but have not heard a thing from Virgin media.

Company: Virgin Media
Country: United Kingdom
Region: United Kingdom

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