Complaint Rating:

Company information:
31, kilcattan street, splott
Cardiff, South Glamorgan, Wales
United Kingdom

i have been appauled at virgin media lately for capping there users without informing them prior to these capping limits coming into effect.
firstly it was for four hours a day, then 8 hours, now 24 hours a day with terrible limits set for the speed the supply.

this week took there disregard to customers to a new level.

i attempted to login to the virgin media website with my usual details...this account is invalid, was the response.
so i mailed customer service.

there response was: if you have forgotton your details use the password reset page.

so i did...guess what...account invalid.

so i sent another mail.

i was then informed that my username was now too short due to the recent upgrades and they would send me the replacement details in the post (once again they had not bothered to inform me of any changes).

i recieved my new details and found that they had changed my username to an understandably longer name and new password was in fact taken from another email account that i use for junk emails.
the password is one used on every random webpage i sign up with on a temporary basis and therefore very unsecure.

so, annoyed i tried using them to login...account invalid.

so i mailed virgin again stating the problem once again in full detail.

there response was...we are sorry you have forgotton your password we are unable to help you through mail...please phone our premium helpline.

i have not mentioned here the numerous mails they ignored and the several duplicate responses.

it seems obvious to me that the support service is nothing more than a money making scam.

as it stands i am locked out of my virgin account and with no details that work in order to rectify the problem.
as i understand it i also cannot cancell my broadband service as i would need the correct details to do so.
so i am now stuck paying for an unusable service.

all i can say is great job mr.branson, i had high hopes when virgin took over ntl but i have been constantly dismayed by the treatment i and many others have recieved.

i am currently in search of a solution to this problem and am mailing virgin daily until i get a decent response from them.

to be honest ive had enough of virgin media and as soon as i get the oppertunity i am leaving them for another isp.

the way they treat loyal customers is disgusting.