I am extremely disturbed by the services Virgin Media provided to us in the past week of signing up.
Firstly we were notified and my boyfriend phoned back again to confirm that we are getting a V box, last night our box arrived and it is not a V box. He called Virgin today to ask why this is not a V box and the person told him we are not getting a V box. I don’t understand why you are told one thing when signing up and given another once you signed up and are stuck with the service provider.
We were given a number to dial to set up our broadband.
Firstly I had to phone 3 times, call one I have been cut off, call 2 the person took 7 times to write down my mobile number correctly after which I phoned back call 3 to ask why he was not phoning me back as he told me.
Finally getting through my boyfriend arrives at home and sees we have a V box and not a V box and no one could tell us why this was the case.
Being transferred to 7 different people in a matter of 1 hour and 17 minutes they told us no a technician must come out to have a look at the modem as it seems to be faulty. So how can this be faulty? We only got the box that same day!!! Being transferred to a technician he can’t seem to even assist us, my boyfriend had to repeat his questions several times. He asked him when we can expect a technician and then just silence.
Then the technician notifies us, we need to first buy a TV and connect a TV to have a technician come out and assist with broadband??? Now how is broadband and the TV related then? We told him we will get a TV Saturday morning why can’t we just book the technician now. He tells us no we have phone back and go through the whole above mentioned process again! My boyfriend agrees and I lost my temper and said I will phone back as this is unacceptable and why should we be treated like this!
I phoned back on the same number I dialled the first 3 times and the person tells me this is not the correct number I dialled. HOW? I just phoned this number three!!! Times!!!
We are frustrated! It is going to take an extra 2 weeks to sort this out now and I am not satisfied. I am extremely unhappy!
I have spoken to some other people and it seems to be a general problem with Virgin.
My best friend in South Africa had the same problem with Virgin Mobile, she wrote to some international customer complaints bureau after her issues were not sorted after months of trying.
I don’t understand why the people we dealt with are so incompetent?
We are paying for this service, we are new clients and it seems that once you sign the contract that is it ‘’one sale down and zero customer services to follow’’
I would like someone to follow up on this complaint as I feel like taking this further!
We have important administration to do by using an internet connection and this is inconveniencing our life!
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