Virgin Media

Shower of SCUM!

Virgins ideals:
1. Over charge, basically rob as many people as we can.
2. customer is always wrong
3. Transfer the call.

Virgin Media claims to have a "Automatic Compensation Scheme" but there's nothing automatic about it. My entire neighbourhood was stolen from when we went 6 days with no service. No Internet. No TV. In July 2021 in Peterborough UK. My family household decided it would be better to cancel even if we had to pay the outrageous £250 cancellation fee. We have been waiting for a lock letter since October 2021… But instead we received a collections letter from a third-party regarding the full amount. THE INCORRECT AMOUNT since they never deducted the no service in July 2021. I called virgin media regarding this mistake. To my utter shock and disbelief they were only willing to CORRECT THEIR MISTAKE if I paid the full amount today… it's 2 days before Christmas and I don't have £320 pay … Nor do I think I should be held hostage over their mistake. The phone call ended with him saying "I'll send the lock letter with the full amount, with no revisions" …. We'll that's funny. Is that the same lock letter I've been waiting for, for months now! But instead I get a collections letter, for an incorrect amount! Seriously disgusting…
AND HEY VIRGIN MEDIA! HEADS UP! I have 2 News Papers writing articles about this! So expect a lot more calls from Peterborough customers asking for their £50 that you stole from them!
Alexandra Dreyer
Christopher Letts
ACCOUNT # ******* AREA 22
PS. you messed with the wrong chick

Absolutely stressful awful experience with them. From the day of taking out my contract, they knew there had to be an initial installation to get a connection to my building. They kept changing the dates of this initial installation appointment without checking with me and knowing that I am not at home during the day. I have spoken to so many employers and it comes across like no one knows how to do their job. And then they push the same excuse each time the date is changed without my consent. If they know there is an issue to install the first part, why keep giving dates and times that they can't fulfill. The complaints team doesn't exist, and who ever does take on your complaint does nothing about it. They forever are writing notes on your profile whilst you sit for hours on a call with them but what is the point of making notes when they have no regard/respect to actually follow them? They just change things according to what suits them, and then it goes as a missed appointment if you're not available. Their excuse is that the pre installation is done by a 3rd party company, but no one knows who they are so I cannot contact those people and complain that they have no regard for what they client says about their schedule. And after sitting for hours on a call being transferred to all the wrong departments because no one knows what they are doing l, we then agree on a date/time. Then randomly I get an sms with a new date and time which I didn't agree to. I would hate to know what it would be like actually having an active service with them if this is the stress I reviewed before even getting the connection point installed. They guy who sold me the contract didn't plan anything properly. My memorable word didn't even work for the O2 part of the package. And all they do is over talk and talk and just go on about things to sell you something, but they don't know how to plan /schedule all the things that need to be done with the sale. It's atrocious. And when you ask to speak to a supervisor, they make some excuse as to why they can't come to the phone. I don't want to ever deal with this again. It's as though I've been inside the Mad Hatter ls house rather than a business. I've cancelled everything.

Avoid in ANY case.
Worst experience in my life.
Looks like Customer Service has been hacked by SCAMMERs!
LIES AND LIES AND MORE LIES!
1)I ordered the Broadband 25 days ago - order accepted. After 3 days I received a cancellation by email because the previous account did not give a 30-day notice, which, as it turned out, was not true - they accepted notice was received but they did not register it. I lost the offer and a lot of time and days.
2) On December 1st I ordered:
Broadband only,
26.50 per month.
+115 credit,
+ cashback (from top cashback).
Delivery on December 12th.
Confirmed and NO cancelled in any way. So,after lunch I called and no one could tell me why there would be no delivery.
I spent many hours talking with Customer Service and received the drop call after talking with 3 people over 90 minutes. 2nd call. 3rd call etc.
3)The last one I spoke to Mira. I literally told her 20 times that I absolutely do not want to open a new order under any circumstances, if she cannot give me my order dated December 1st, I will not take any order. She spent 30 minutes convincing me that this was the same order, only she needed to open an account for me. She said I will got the same order 115 credit, etc.
4)FUTHERMORE. 10 minutes later I received an SMS with a new 18 Month order with 75 credit etc.
I'm shocked - why lie so OPENLY?
What I can say more...?
I'm watching Ofcom, Financial Ombudsman... or any advice.

SEVEN hours to try and fix a problem THEY created, TWO hang ups, multiple times being ignored and want to leave me with no internet for two weeks BECAUSE of THEIR MISTAKE.

Subtitles are so bad big black panel located worst positions so I watch Netflix a lot subs brilliant.

Terrible. I live in central London. They did not come for modem installation for 4 months.when the day comes, the date is postponed

This company is owned by thieves and I regret being a customer for so many years. 1 star is too much to give them for what trouble they done to me. When my contract expired I called and told them I want to close my account and move elsewhere. Before that we had very bad internet connection, every time I called their engineers only told me to restart and restart the router, that's all they knew. When I decided to close my account, the agent said they would send an engineer at our house to see what is wrong but first we must sign the renewal contract. It just seemed strange to us and decided to close completely. Got some calls back but kept refusing them. All good until we had to return their equipment. One of their people came to our house on 10th of February, he took the router, didn't give us any proof of collection and left. He said we should receive confirmation of collection by email which we never received! Since that day we've been haunted with emails, messages, calls and visits to return the equipment or pay the charge. I called numerous time to explain that it was returned, they never did anything. Just kept telling us to return it or pay it. I have absolutely no proof from that collection day. They are thieves and I'm completely disgusted with this company. I received another letter to pay the charge now. I just don't know what else to do in my situation. I complained by phone and in written, they just don't care. They got the equipment and they want the money as well. That's great, probably this is their client retention policy. I regret being their client for so many years and in return being treated this way. Everyone just avoid this company, there are many companies who have much better prices and services and customer service. Virgin media is a very bad company and I already advised all my friends and family to move elsewhere. This is what they deserve, thieves!

Moving house and person buying our house has told them not us, they have now shut our account with no sorry and will take 48 hours to reconnect

I have been a loyal customer for 10 year's and moved 3 times with virgin I loved them up until 19 month's ago when I moved 1 street away but still using the same outside virgin box my last house used. From day one I have had problems with the WiFi it cuts on and off and has a low signal. I pay the top package on everything I also have 2 new TiVo V6 boxes, 2 bedroom TiVo boxes, top broadband, top TV and telephone. I have had the installer man and 2 further engineers come out, 1 told me the main box had been vandalized and wires where exposed. I waited a further 3 months for what he said would be fixed in 5 days. The second engineer said it was the worst signal he had seen. I have 6 booster's. I have now been left once again with on and off or low signal for 7 days and been told nothing more they can do as it is my home that's the problem. My 2 neighbours have no problems and they have exact same home. I have downloaded the Virgin Media connect app. I highly suggest you get this and test the strength of your signal each day for 7 days and see if your getting the signal you pay for. They have took my money month after month knowing I haven't had the signal I'm paying for and failed to fix the problem and left me with no service. Are we all paying a high price for signals promised that we never receive? #virginmediachallenge go check your signal and ask Virgin Media why they take money each month get you into a contract that they break yet charge you money. There technical team are a joke they can only do a handful of things, reset box, change settings back and forth and give you a new hub. The technical manager is no better he just tells you it's your home without ever being in my home and 3 engineers that have never once said it's my home. You get passed department to department to explain yourself over and over again and get no where. They would rather lose me as a customer than simply fix the problem. It's false advertising saying they can give you these speeds when they can't.

PLEASE NEVER ENTER A CONTRACT WITH VIRGIN MEDIA.

I have moved and the Virgin Media team have lied to me over and over again. They're not just incompetent, they are trained to lie and tell you things are happening they have no intention of doing. They contradict one another and blame every other team for failures so nothing is done but they constantly promise solutions they never plan to implement. They're forcing me to stay with them despite providing no assistance and no installation of broadband whatsoever. It's a criminal act and I will seek legal recompense.

When I did the move they said the property was ready for self installation. A lie. Technician comes, there's no plates or cables. Use the online service, they promise an installation before 6. No one turns up. I call customer service: the request was never submitted. This new person promises an installation before 9pm. No one turns up. Phone back this morning. No record of that conversation either. The installation team can't book an installation because the account is open. The calls team says an engineer is coming tomorrow. I call customer services. They say no engineer is coming. I ask can one be sent. They tell me the technician has said the property may not be serviceable. So I ask to be cancelled without charge. They say they can't because it only may be unserviceable. Who can judge this I ask? The area field team. Can I speak to them? No. Can the customer service team speak to them? No. Who could? A line manager but they're all busy wait to be called for 7 hours. I stay on call refusing to leave, a so-called busy line manager speaks to me within 10 minutes. Promises to speak to area field team.

The issue isn't resolved and it's clear Virgin Media have no intention of doing anything about it. Completely unethical and illegal. I'm being forced to pay for a service that is not being provided. And they refuse to release me despite not doing anything...

I tried to open account with Virgin. The rep told me it would take two weeks to be set up I told them I wasn't interested unless they could do it on the coming Saturday which was for days away. The rep put me on hold for a couple of minutes and came back and told me that I could be connected on Saturday.

Saturday came and no one turned up. I then received an email with "quick start! Instructions to set it up myself up despite me telling the rep that there is no cable inlet at my property.

After trying to call them all Sunday with being stuck in a queue for hours I managed to get through on Monday. I asked them to cancel my contract and to come and collect the equipment they sent.

They told me they would send a return label and that I should take it to a drop off point which I refused. I don't think I should be put out in any way since they lied to me. I was told I would receive a returns label in the post but all I have received a week later is a box with no return address and no return label.

In the meantime I have called them three times and nobody has arrived to collect. I called them today to find out when somebody was coming to collect and if they were going to bring a label and I was told that they cannot give me a day or a time that they are coming collect. I asked if there was an email address because my attempts to get this sorted via the phone calls I have made has failed. I was told that Virgin no longer accepts incoming emails from customers.

Virgin does not want anything in print so they tell you exactly what you want to hear on the phone without doing what they say they are going to do and you have no proof because you can't get anything they say him writing anymore.

This is a terrible company that has not concern for it's customers state of mind. They deliberately fob you off to get a sale and make cancelling a real pain in the neck.

Before I will put forward my letter of complaint, I would like to point out that I have been a loyal Virgin Media customer for over 20 years and never complained about my service and paid regularly.

Due to financial difficulties, I had to revisit my outgoings and that meant downgrading my services with virgin media. I kept asking my wife to kerb her using the Lan-line as she was racking up a bill by going over her 60 minutes window.

It seems that this was, not the case as highlighted by your CS. Virgin do not have any records reflecting my accepting the new off of £45.00 + £50.00 credit.

As I pointed out that I had to downgrade, it's beggars belief that I had to downgrade but stayed on a package, that was double and I could afford. A fool would not go ahead with the new offer.

The cs agent would not accept my concern, I then asked to speak to a manager, but was met with a statement " the manager will only tell you what I have told you" so it would be pointless. I asked again by the fourth time and she passed me to a line spokesman.

Why I never questioned the full price every month was due to the fact that I am registered as disabled/mental health and housebound in and out of the hospital and my only window is the internet and my wife's phone habits.

I also asked for a copy of the call to verify that was made by myself from my phone lines (0141 *** ***0 and 079 *** ***01) virgin media cs.

To cut a long story short, I asked the CS agent to weigh the difference between having a loyal customer who has never complained for 20 years against my word against virgin's record database the agent, in question, never updated my instructions (July 2019).

I have never questioned my payments and had trusted Virgin Media so why was there no help to provide me with a plan/ service.
Due to high charges, I have missed payments and occurred bank and virgin fees for missed payments and again, why as a customer orientated media a service provider never contacted me for missing paments resulting to Direct Debits cancellations.

I have made payments regularly for 20 years that amounts to over £19 000 and why cs chased up my instruction ( noted and should have flagged up if I had financial concerns).

Terrible. Overcharged us on our bill and said they were unable to provide a refund. Said we will have to have it in credit. Joke.

Recently purchased Virgin Media 550, of course on the rosey promise of Wifi conection in every room etc...

Having moved in to a new house the port was already installed, so placed it in all good. Less one room upstairs at the far end of the house that struggles for signal and happens to be where 2 kids are.

So I contact Virgin to ask for booster equip or to move the connection - £8 a month or £100+ to move it. What? When I questioned about there stated guarantee that was both verbal and in writing it seems it not true just a lie? They wouldnt budge on it.

Only room for compromise was if I was disabled or wanted another random contract with a O2 simcard. So just for clarity your money isnt the same if your not disabled and you need to pay more for the pods each month - or get rail roaded into an O2 contract for more money a month...

Needless to say I went on ebay and jist brought one for £12, Virgin are an empty tracksuit promise world but dont deliver, and dont get me started on bouncing around about 6 call centre staff who may well be based on Mars judging by the conection and langiage barrier. And when questioned on the integrity of the intial Virgin offer just hung up!

All in all very unsatisfied hate been lied to and then discriminated against for not been disabled or wanting an O2 contract, The poor excuse of it the walls my personnel favourite I dont live in a green house so there will be walls if you cant provide what you state to entice customers then dont say it.

I wish I can give a Zero star to virgin media but unfortunately the lowest star is 1. If you intend joining a network and don't want your bills to keep increasing without being informed then please don't make the mistake of joing virgin media. They are set of liars and they lied to me in May 2019 that if I join there network I will pay £33 pounds for 18 month contract. After 4 month of being with virgin media, they increase there price to £59 pounds month, which wasn't what they initially told me. When I realised that they've increased there monthly bill, I had to end the contract, because I ended the contract they further bill me of £102.27, a bill that I never used and insisted that I have to pay, they began to send the debt collector to disturb me about the payment, they spoilt my credit rating as they reported the case to the credit authority and my credit has been affected by them.
If you love your credit report, and don't want to keep on paying extra bills in comparison with what you initially agree, Don't join virgin media.
Lastly, when I saw that they've gone a bit further to spoil my credit report, I contacted them to voice out my complain, one of there customer service Listened to my complain and confirmed that my bills have been written off via there online chat service, after 2 weeks of confirming that my bill have been written off, they came back to say that was not what they meant that I still have make payment of £102.27. I showed them the evidence that confirms that my bill has been written off, but they said written off means I will have to pay. I wonder how stupid this people are that they taught they are tricking a kid.
In conclusion, if you love your credit score and don't want excessive bills after some certain month of joining a network, please Don't attempt joining virgin media they are liars looking for ways to extort customers.

Was double billed for 3 months. Put in complaint which went nowhere. Extremely frustrating customer service.

Absolutely horrendous service

My Internet stopped working since the evening of 7th nov. I called on 8th morning and complained. The customer representative said he would need to run few tests which would take 24hrs and if the issue is not resolved he week assign a technician on 9th Nov. As usual the issue persisted not no one called me to check for any followup so I had to call and go through the process once again.

I now have a didn't representative who had no clue about the agreement yesterday and said it will take about 24-48hrs to get things resolved and I wil need to get a new hub and if that doesn't solve she can assign a technician on Monday which is on 13th november.

Me and my wife work from home and we have our living on the internet but vergin media doesn't care about customer service or the problems to customers. Their representative give false information and make the customers anticipate such useless service, absolutely no care or concern about the customers. Am losing my leaves and money due to the terrible service of vergin media.

How could an Internet service provider take 6 days to resolve an issue absolutely disgusting. Am. Looking to move out of these selfish no customer value company.

The fact is virgin media dosnt have enough technicians to support the customersand hence they blame customers and make them run for internet.

Complaint number:*******

Thanks,
Raj

Absolute liars!
I was given a connection date of 29th December. On the 21st December I was advised my connection would now be 13th of January
I called and asked if they would be advising my current supplier of the delay so that I wouldn't be disconnected early and was told they can't do this and that I should contact them myself to cancel the cancellation date for a few weeks (29/12/22 - 13/01/23 - original installation date to revised installation date)
My current provider explained that because Virgin had taken over the line, and it was technically theirs now, I am unable to make any changes through them.
I explained this to Virgin and they offered me a dongle with unlimited use free of charge to use in the days I wouldn't have a phone line/internet. I agreed and was asked for all my personal information and bank details…. They wanted to credit check me for the FREE dongle!
I'd just had a credit check to join them and now they wanted another one! For a free product!
These hard searches affect your credit score and to have to have one done for a free product is a joke!
As I refused and explained it wasn't good enough, they said they would now make my repair appointment a priority and that someone would be out today and if all went well I would be connected by my original instal' date.
Surprise surprise, nobody turned up, a whole day wasted!
I've now told them I don't want their services no matter what and now I've got to wait for them to contact my original provider to verify they won't be taking over the line and that can take up to 48 hours! Probably longer because of Christmas hours.
Messed about and lied to for nothing!
Disgusting customer service.
No wonder they rank so low on here.

I live in a house share where an account was setup over 4 years ago by an ex-tenant that I have never met. Since one person (who I assumed had this changed when the old tenant originally left) had also left the house recently, I took over the responsibility to manage the internet. Naively, I asked for the account name and contact details to be updated. When I called to ask this, the lady on the phone just said 'okay I've switched off your internet - this should take effect within 48 hours' and then transferred me to sales. I was shocked that she didn't no listen or give the slightest bit of care to our situation. Bernadette from Sales set me up with a new contract, installation due for 5 days ahead, but she understood my issue. She checked with managers and actually called back (unlike other Customer Service reps) to say she had confirmation that she could get the old broadband switched on ASAP and there would in fact be one day where we are without internet. This would be fine, if it happened. 5 of us have had to undergo severe disciplinary procedures or have lost jobs because of the lies and incompetence of this company. I've called every day to get this rectified and it's now 3 days since we've had no internet and the customer service reps have been even more patronising and useless than ever. I've managed (after 2 hours on the phone, during a time that I need to be active at my employed place of work) Justin (employee no. C*******) has ensured me that he's raising this with the 'Removers Team'. This sounds great and only happened after me having to push back on the normal procedure that he suggested of him sending a letter to the department with a response in 24 hours. After writing that last sentence it seems that the typical Virgin Media Customer Service practice of putting me in the general queue to pass me onto someone else (with absolutely no information passed on... like i'm a brand new caller). A new guy has answered and pretended he can't do what every other representative has done to me this morning and put me on hold whilst the manager gets back to me. I am back to square one and nobody in this organisation can help me. This is absolutely unacceptable and not what we are paying for. (I have now been moved to the automated voice options)