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Virgin Media / Horrible telephone service!

1 United Kingdom Review updated:

Last night (13th June 07) my telephone worked perfectly. Today it does not. After spending more than 15 minutes on their phone line trying to speak to something OTHER than a machine we were told the phone line was down and would take 5 DAYS to get an engineer out!! This is absolutely ridiculous!

What makes this even more annoying is that the direct debit payment for the telephone and internet went out to them yesterday. Their service and whole attitude is complete rubbish... and i can guarantee i will not be paying full price for my rental next month after nearly a week of not being able to use it.

I feel like telling Virgin Media to shove their service where the sun doesn't shine.

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  • Kr
      17th of Jun, 2007
    0 Votes

    I too had the same problem with my broadband & tv package.

    Virign media is never worried about their customers & their Indian call centers are the worst. They never understand our problem & they just keep talking useless. I had been on the phone for over 20min and they didn't solve my problem & promised to give a call back.

    The worst ever service provided.

  • Ha
      17th of Jun, 2007
    0 Votes

    Virgin Media's customer services is VERY POOR. "Non-English" speaking representatives seem like never get the problems solved at all.

    Those Pakistanis / Indian service kept on questioning on a same thing over and over up to more than 15 minutes, and passing me on to different people all the time... after an hour on the phone, repeating myself on the same issue with 4 different people, still not getting the problem solved.

    Besides, Virgin Media is more interested in getting new customers than keeping old customers.

    I have been with NTL for more than 5 years now, and this is what I deserve?

  • Lu
      18th of Jun, 2007
    0 Votes

    My problem with Virgin is they cant get my bills right. Each month i have to phone up Customer Serveice and sort my bill, (sometimes my bill is 3 time what i should pay).

    Now i find out they charge me £5 Ontop cause i am not Direct Debit... They want me to go DD but why should i risk it when they cant get my bill right. DD gives them the right to take what ever they want from my account :S.

    So this means i am being PUNISHED for there Incompetence.

  • Ja
      20th of Jun, 2007
    0 Votes

    I have had my package with Virgin since November. Since then i have had four different engineers come out to connect my telephone. None of them has been able to do it and say that I need a different kind of engineer. Then I have to feed this back to Virgin as there is no communication back from the engineers to base so I have to drive this! Today I called to cancel as they are obviously unable to fulfill the contract and was told that i would have to pay an early cancellation fee as the TV and Broadband work fine! After arguing with rude "customer care" staff I had got nowhere!

    Now it looks like i have to write a letter... Best to do it while i am still absolutely fuming!

    Has anyone else had similar issues?

  • Gh
      21st of Jun, 2007
    0 Votes

    I have now been with out a telephone for 3 weeks, a engineer did come said it was a outside problem, although are was told to be inside. I rarely ger through to anyone and have experience the call center aboard who are only capable of reading their script.

    Previously a telewest customer with no problems.

  • Pa
      6th of Jul, 2007
    0 Votes

    I been a customer over 10 years we all ways had a slight problem with the internet that there modem just lost connect, once every week when they where telewest. Since virgin media have taken over i had nothing but problems the last couple of days has been bad three or four times as day. Today between 9.00am and 12pm i had about 10 mins of uasage out of the internet as there modem kept losing there connection, then 30mins later it would just come back for 1 or 2 minutes.

    I now up to about 10 times this has done this, My brother lives just round the corner and he has the same problem just at different times. I phone virgin up and they want me to ring there technical department and charge me (25p per minute and a 10p connection charge). If this service is similar to there free one i going to be on it 30 mins to an hour, me personnel i don't see y i should have to pay to fix a problem with there service.

    So i decide to ring the free telephone service and make a complaint, but i was told there weren't a department for complaints write a letter. Write a letter they carn't even fixes the problem over the phone, a letter is just going to get thrown to one side. If i do get a reply how long 6 months to a year, me i just told them i was a going to cancel at a latter stage after i find different provide for my broadband, phone and digital. I also told them i would tell about there poor service and customer relations and they just laughed (so i told watch dog).

  • Ca
      26th of Jul, 2007
    0 Votes

    You ain't seen nothing yet - My phone has been working now for 5 days which does not seem all that special until you realize I joined 4 moths ago, they offered me £22 compensation which is nothing considering my mobile bill has gone from £30 a month to £126 since joining VM, this dramatic increase has a lot to do with me spending up to an hour at a time talking their rather incompetent and pathetic support desk that usually can't do anything more than annoy a saint and infuriate a mortal.

    They have not sent me a correct a bill since joining so I decided to cancel my direct debit to curb their spending of my hard earned money, just to be hit by a £5 charge for handling payment? I'm a good person, I give to charity why on earth am I tied in to a contract with the devil?

    I have finally had enough and will be getting legal advice and writing to the office of fair trading, these bafoons have made my life a misery for long enough time to dish the dirt.


  • Lu
      7th of Aug, 2007
    0 Votes

    Try not having a landline for 6 months!
    13 engineers to visit the property. the first engineer diagnosed the fault, the other 12 were the wrong engineers sent out to do the job.
    Ported my number back to BT and just called to cancel. They want to charge me £98 for early disconnect for the TV and broadband because even though I have been with them for more than 5 years, I moved 7 months ago and they said thats starting a new contract. Yet I have signed nothing to agree to starting a fresh contract at my new address.
    Why must I be penalised for their appalling service that has forced me to cancel.

  • Sh
      22nd of Aug, 2007
    0 Votes

    I've had so many problems with Virgin Media, ongoing since I first joined them in September 2006.

    My problems go on so long with them I ended up being so frustrated that I set up a website for other people to make there complaints about Virgin Media.

    The website address is come along and tell us your stroies as well.

    I email Virgin Media on a regular basis to show them new stories and complaints that have been posted on the website.

  • Mi
      2nd of Sep, 2007
    0 Votes

    I am about to have a nervous breakdown or try to get hold of a Human Being who is capable of sorting out why they have taken money from my bank account which should not have been taken. Waited on the phone for 20 minutes this morning listening to some irritating teenager telling me how good Virgin are and advising me what TV programmes I can watch later on!!! What a bunch of T***ERS!

  • Ri
      6th of Sep, 2007
    0 Votes

    How are they able to get away with this awful service. I wasted 40 minutes on the phone with them yesterday getting passed from one numpty to the next. Tried again this morning and the same happens. All I wanted to do was tell them I'm moving!

    Now they've treated me so badly I've decided to terminate the contract, but when I finally get through to someone and say I don't need their service anymore, I get cut off!! And yet the only way to cancel your service according to their website is to phone the buggers up!

    How is this legal!? How can I get trading standards involved here?

  • Ma
      8th of Sep, 2007
    0 Votes

    I had the same bad experience. I got broadband and telephone service. The phone has never worked properly since installation. Basically I can't make calls. The phone line is dead most of the time or when it is working the line goes off every few seconds so I can't really have a conversation.

    My attempts to talk to them over the issue has been futile:

    1. My phone line does not work properly so I get disconnected during my call.
    2. Long waiting times to talk to some human being on their customer support line.
    3. The cost of making 0845 calls from outside.

    I have in utter frustration I have send them a letter advising that I have no choice but to stop payment until they resolve all these issues.

  • Ju
      11th of Sep, 2007
    0 Votes

    i have been with vm for 1 week now and when the engineer come to install and braodband he said there was a fault on the outside line and that a superviser would be down in 20 mins ,,,1 week later im still waiting for the superviser and still have no phone line dispite ringing them up 3 /4 times a day with promises of call backs and sorting the matter out .i am discusted by the way they treat there customers and have even told them i am going to the papers about there services......richard brandson get your finger out and run your company properly no1 knows what the other person is doing and no1 comunicates i wait another week without being called back when being promised to have call back within few hours so ANGRY AND FRUSTRATED by this...still no phone line still no calls back to me ...

  • Ju
      19th of Sep, 2007
    0 Votes

    well finally after 2 weeks of constant phone calls they are sending a engineer to try and fix my phone

  • Ju
      20th of Sep, 2007
    0 Votes

    Well yet again an engineer came out but said there was a fault somewhere and 4 me to wait 4 another phone call from virgin to arrange another appointment but still i am waiting 4 that phone call ... so still im without a phone

  • Na
      20th of Jan, 2008
    0 Votes

    i absolutly agree vm are a waste of time...i have had my services installed for 5 weeks and still to this day my land line doe not work and after 5 technicians have been out i am still no closer to getting it fixed, after numourous calls and letters i have sent them they still have no clue to what is goin on within the company, there is such a low level of customer satisfaction and a high lack of comminication with them it is un real.....TO TOP IT ALL I RECIEVED MY 1ST BILL WHICH SAYS THAT I HAVE MADE A CALL TO SOUTH AFRICA!! I WOULD LOVE TO NO SOME ONE THAT LIVED THERE FOR A START, AND I WOULD LOVE TO BE BLE TO CALL THEM BUT SEEING AS MY HOUSE PHONE HAS NOT WORKED SINCE THE INSTALLATION 5 WEEKS I DO NOT SEE HOW I COULD HAVE DONE THIS OR WHERE THEY GET THIS INFORMATION FROM...IT MAKES ME SOOOOOOO ANGRY!!!!1

  • Mr
      14th of Mar, 2008
    0 Votes

    I have been without a telephone service since Monday. Cant speak to anyone only a machine. The complaints page is unavailable. This is such bad service. I wish i had stuck with BT

  • Sa
      17th of Apr, 2008
    0 Votes

    Respected sir/madom,
    i joined with NTL since mid 2005, with a rental pack of monthly £25 including un limited phone call in UK land line, Free Broad band and TV.i have no problems with NTL services, i didn't changed my contract, iam paing all the bills through direct debit because i trusted virgin media, without informing me virgin media changed my contract and withdrawing money from my account .when i enquired about this in customer service i explain all the above to them then one of the customer service person Mr.Bibin Reeve told me he will make a complaint and through that he can solve the problem with in 72 hours this is on 14/04/2008.when i call the customer service to day one of your customer service agent Mr.Craig Comar told me that they cant do any thing it is better to take a new contract or quit this virgin connection and move to another service provider .i am totaly disappointed with your dealings with out informing me you people are changing contract and, taking money from account.
    how i can solve the problem ????

  • Ha
      25th of Apr, 2008
    0 Votes

    I made a fatal mistake to joine virgin media, totaly rabush rabush rabush, they are realy croock, dishonest and they commeted a criminal offence by using my debet card information without my permission.

  • Ha
      25th of Apr, 2008
    0 Votes

    bad bad bad service, poor poor poor reception, no conection all the time and over charge on the bill at the end of the day.

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