Hook, England, Hampshire
United Kingdom - RG279UP
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What can I say! DO NOT GET YOUR DIGITAL TV WITH THIS COMPANY! Catalog of complaints:-
*Box Hardly ever Works Properly, freezes, or services are 'Unavailable'!
*Get this, this one will make you laugh (you have to or you would cry!) - received a letter dated 9th Jan 08 telling me that an engineer was coming round on the 8th Jan 08 and that I would need to be home, work that one out!!! (Wish I could scan this in & post it on here as you just wouldn’t believe it would you!!)
*Customer Services is Non Existent & only 1 in 5 of them speak English (although I must say that the ones with English as a Second language TRY and be more helpful & courteous than those who speak English), don’t try to explain anything to them, they just cut your services off or 'reset them'! You can be on the phone for hours and I mean hours and still be no further on when you get of the phone!!!
*Took afternoon of work & waited in for an Installation Engineer from 1 till 6pm, as I was told, and an Engineer finally turned up at 7.45pm! (Engineers were great though and I felt sorry for them when they told me how over worked they were!)
*Bills are often wrong!
*They never reply to your verbal or WRITTEN complaints! Hope this is enough to put you off as would hate for any one to waist the time, money, effort and the jeopardize of your mental health as I have! My final comment is that maybe if they paid these people in call centers and Engineers enough instead of all the Chief Executives awarding them self’s huge pay rises & expecting the people on the ground that make things happen to work for pittance then us customers might get the level of service that we pay through the nose for!
Engineer damaged surrounding window upon installation. Have been trying since 6th September 2007, to rectify this. Have made 3 verbal complaints, plus 2 written letters. This also involved the installation and the equipment not working since this date. I have been billed for something that could not be used. I no longer want this service and have been trying for some time to get someone to visit.
I am 63 years old and now my name has gone to Debt Recovery Agency, even though I was informed that my bills would be put on hold until the equipment was rectified.
This has been a catalogue of problems ! For three week during September I was without my landline , after 45...
NTL all is forgiven!!!
Here is a complaint I am forced to send to Virgin. Ive just pasted the whole letter rather than try to paraphrase, needless to say Ive never experienced anything as bad as this shambles masquerading as customer service. Its almost criminal. Im not expecting a reply or anyone to care, but occasionally someone acts with some competence and you inch forward... an inch.
Dear Sir, After my recent experience dealing with virgin media these past 2 weeks and some of the comments I have read on a host of web sites, I suspect the chances of this email getting a response are slim to none. But I am optimistic as from my experience with around 10 different virgin employees these past 2 weeks 2 of them could actually be bothered to do their job and didnt tell me a pack of lies. Thats a 1 in 5 chance of not getting some incompetent useless liar. This is not an accusation. It's fact based on observation and experience. So here goes and heres hoping I get that 1 in 5. It began when I had money problems and was cut off from my broadband service 2 days before I was able to clear the balance. After paying the amount owed I called virgin to get my broadband put back on. I was assured reconnection would happen within 24 hours. I explained a friend in similar circumstances waited 10 days or more, I was told that was a one off and not the norm. 3 days later I was still not reconnected. I called to try and get this sorted but unfortunately got some arrogant employee who clearly couldn't be bothered. Perhaps his lunch break was approaching. His screen said reconnection had gone through, so.... that was that he wouldnt move from that standpoint and made no effort to investigate further. I tried explaining that being with NTL for 7 years I was well aware that a modem has various lights, and when the "ready" light is inactive it indicates a disabled connection to virgins hardware. Mentioning this simple fact to an engineer would validate what I was claiming was a truthful fact. He gave me the premium rate call centre number (Asia) nothing short of a phone scam and said goodbye, or bugger off basically. I called the number at an alleged 25p per minute with £3 approx of change. Instead of the expected 8+ minutes I got as far as giving half of my customer account number and then click. Money gone. This was an everyday BT public payphone. The call lasted 70 seconds if that. Disgusting. I then had to change a £10 note for £1 coins so as to guarantee I could relay Virgins mistake and get someone to really listen to what i was saying and try and resolve the matter without bias or pre-concieved notions of me being a broadband newcomer who needed to configure my computer correctly. Unfortunately they were no more helpful than the first guy in the UK, and were clearly more concerned with operating procedures and not deviating from what is clearly a well rehearsed script. They are totally rigid and inflexible and keeping their job rather than offering any real help seems to be the underling priority. Im not the only customer to pick up on this. Your connection is on Mr Keary is basically what I was told... AGAIN!! This was getting infuriating and over the course of the remaining days, right up to today, I was forced into calling the scam line many, many times at considerable expense. That money could have paid for my connection and literally put me months in advance credit. Bear in mind I was disconnected because of cash flow problems, so to then be forced into a situation of having to call a peak rate number which in reality charges much more than is advertised for what was an oversight on Virgins part left a very nasty taste and a large hole in my pocket. Each time I called that helpline I felt like I had just been mugged or scammed. 2 days ago I tried calling the [protected] number. To my amazement I got an employee who could actually be bothered to do his job. What I was chasing from the start... some competence. He established the connection had not been reconnected as stated by at least 7 other employees and was at a loss to explain why I was getting told what things that were untrue. He informed me that some maintenance was being carried out on the network and that if I called back Sat(today) it would be a simple flick of a switch to correct Virgins oversight. Great! I now get confirmation of what I already knew, but most of the damage had been done, especially to my wallet, which is light at the best of times. I had been getting the runaround by lazy incompetent employees for almost 2 weeks. Saturday arrives (today) and I head to the payphone. I get through to an Asian man at approx 9:30 am. I explain the scenario and he says he cant be sure when my service will be re-enabled. He then commits himself to Sunday 10 pm and that if it is not on by then to call back the same day between the hours of 8.30 am - 12.00 am. That is no joke. He really said this. I then explained the hassle, the money, and the denial by virgin staff of being at fault and I felt that some sort of recompense was in order, due to the cost of all the Asian call centre calls. He replied with, "If you still have problems call technical support." It was like the guy was deficient in crucial areas (the brain) or like others before him just couldnt be bothered. I went home fuming. After a short time I thought to myself that the way employees respond to your problem is totally dependent on the character or lack of, of the person it is your pot luck to get landed with. With this in mind I headed back to the payphone to give it one last try to get some definitive answers or assistance and not just lip service. Bingo! I explained my situation to this particular employee, a lady. She assured me reconnection would happen in 24 hours possibly sooner and with some people a modem reboot sees the connection immediately come back on. I felt more hopeful this time. 2 weeks of endless call centre experiences, throwing £1 coins into the payphone like feeding monkeys peanuts at the zoo. I thanked her, and started to actually think the end of the futile calls to Virgin was close at hand, but I was also aware I had been told 24 hours some 2 weeks before, and here I was. Anyway I was immensely grateful for her just doing what she was paid to do. Her job. How sad a reflection is that of Virgins customer support. I read Virgin is getting more complaints because customers from Telewest and NTL are expecting much more from Virgin and I have to say, thats just tripe. In 7 years with NTL I never had to experience anything like this. Not even close. Waiting on the phone was the biggest NTL problem and they eventually sorted that out. Its sad but as bad as NTL were, Virgin is in a league of its own. It has been a thouroughly unpleasant experience, and got so frustrating at one point I wrote a letter the Friday night giving notice to Virgin I no longer wanted their service. Had the problem not been resolved today that letter would have been posted and I was calling Zen ADSL. Before I left the payphone I asked the virgin employee about my bill and would it be ammended to exclude charges for the days no service was available. She informed me that the bill would be halved approx to reflect this and the £5 surcharge fee would be waived. £5 for 2 weeks of incompetence, outright lies, insinuation of the incompetence being of my making, being blatantly fobbed off or get drawn into a pantomime of OH NO IT ISNT, OH YES IT IS, and to top it all, out of pocket by £30 or more through constantly being referred to an impotent call centre somewhere in Asia to try and convince them that the connection was categorically still not enabled, but I had no other options other than cancel my services or continue to follow all the shoddy advice given. I honestly thought that someone eventually would acknowledge that a dead "ready" light on the modem signifies the modem is not picking up an active connection to virgins internet infrastructure. It would have saved a lot of time, money and frustration if staff were trained to know what the modems lights are and what they indicate, as they can be used to pinpoint exactly who or what is at fault and these lights and the way they flash or flicker, or do not light up makes them essentially diagnostic lights. Anyway after all that I get the monthly £5 surcharge fee waived. To say I am insulted at being sent on an expensive wild goosechase and compensated to the tune of £5 is an understatement. I have been told by a friend not to expect a reply to this but am holding out hope I get a 1 in 5 employee. I would like to know if Virgin feel that to be fobbed off with £5 after going through all the crap I was put through is fair. Because I have to say I dont. Yours Sincerely Thomas keary
It was impossible for me to change broadband/ phone provider! Or it was until the mobile inventions came on...
I recently phoned the free phone number in order to find out why virgin had been overcharging me for 4 months when I eventually got an adviser they explained there had been a mistake and he would refund the charges in my next bill, he then advised me that I should have the large tv bundle as they no longer do the medium one, we discussed possible changes but I never agreed to anything. 2 days later I get a letter from Virgin thanking me for taking up a new 12m contract (fuming), I phoned to cancel all services and was left on a machine for 39 minutes, I then hung up but will be cancel via letter!
I got back from holiday on August 15th to find my land line phone dead. I notified Virgin Media on August 16th. After two technician's visits and nearly three weeks later the line is still not working, and no one at Virgin Media can give me a date when it might be. I'm a pensioner and I've had to buy a pay-as-you-go mobile in case of emergencies.
It's my impression that since VM took over telewest the standards of service and 'Customer Care' have collapsed.
Sounds funny but it's true,
This company do not have their long ladder so beware if you live on first or second floor, Absolutely horrible service & they claimed to be No 1 who voted them???
I tried calling after calling on day of installation and all time new person but same old ###, & they recommend you to take DAY OFF to be there for installation (Never Do that), first thing although they give you time period they never come on time, some cases early & some cases never turn up...
On day of installation, guy from virgin media came 5hrs early, look around and found he needs long ladder... he went to find one but never came back. On other side I spent all my day chasing people, someone said he'll come so wait, some said you need to rebook the installation date, someone said supervisor will call in 30 minute to discuss in detail, do they have one(who really look after customers complaints)??? still by the end of they waiting for some one to install & just found out they have no nearer dates, & Of Course NO LADDER...
I wouldn't recommend!
I have the Virgin Cable broadband for two weeks now. Since then my life is a nightmare! Dial-up internet i...
I have experienced very poor service from Vigrin Media from the word go. When I first called to join a installation date of was given to me, on the day I waited for 4 hours and no one and when I called them they informed me that they did not have my mobile number and had the incorrect address. On then next installation date, they left the cable on the walk way and advised that I would have to place it under the walk way. They installed a faulty cable modem, I'm not able to view more than 7 TV channels and my landline which was to be working right away( as informed by the contact center) is still not working. And now they advise that a Technician will only be able to come and repair it in a weeks time. IS THIS WHAT ONE CALLS GOOD SERVICE... I DON'T THINK SO...
Perhaps it will never be estimated the amount of nerves and time lost and the stress relived while trying to get Virgin Media broadband and TV package repaired. About five (!) weeks ago suddenly the internet connection disappeared and cable TV as well. So, I called to Virgin Media to inform them about the problem. It took about 40 minutes to get a response. The adviser that responded said that he will book a technician to come. It would take one week. That means, next week, Tuesday. One week without internet, living in the UK, where almost everything is done online, is not too bad yet, as you can 'smell' from the Virgins attitude. Wel, it is true, there are billions of people in our planet that have never heard of internet. However, the story didn't finish here. When came the day for the technician to arrive, nobody came. So, I called again to the Virgin. Guess what. Again after a tiring 25 minutes on the phone finely someone picked it up, and when asked what happened to the technician, told that the booking was canceled. Why? Because someone from my side canceled it. Thats complete rubbish. Ok, the adviser then told me, sorry about that, we can book a technician for next Tuesday. Second week without internet. I have to pay all my bills, and to do some work there, as well as all my connections with my family and friends are on internet. Even that cable TV, which can be relaxing after a hard day of work, is 'dead' now. Ok, there was nothing else to do, I would wait one week more. When the next Tuesday came, again, there was no signs of any technician. I called back to Virgin to see what is happening. Needless to mention the exhausting half an hour or so waiting on the phone again, finally someone answered. I asked where is the technician? To which I was answered that the booking for technician to come was canceled again. By who? The adviser could not explain very clearly. However, she apologized and suggested I booked a new booking for the next week, Wednesday. I felt it was pointless to continue explaining or arguing to this adviser, as she was clearly just an ordinary worker doing her job. Te guilty people are somewhere there in the upper offices.
So, I was forced to wait a third week. When the next Wednesday was approaching, it was Tuesday, and I decided to call beforehand just to check the exact hour the technician will be arriving. Again it took about 20 minutes to contact anyone, just to be told again...sorry, the booking was canceled, and nobody is going to come on Wednesday, the next day. But we can book the technician for the next week, she said. Fourth week!!! Guess what? I waited the fourth week, until the next Wednesday. It was yesterday, the 27th of June. And nobody came again. And I called to the Virgin again, to ask what has happened this time. Th adviser responded after some half an hour of waiting on the phone. He told that the booking was... canceled again. Why? Because it appears that they (Virgin technical staff) checked the details of my booking and found that it was booked regarding the Virgin Media cable TV box failure, and because they checked it via online (somehow), they decided that it was ok. So they decided to cancel the booking.
Now that is a complete rubbish. Incredible. I can't believe all this that is happening. It is already beyond my ability to cope with my anger. Today, I called back to the Virgin Media. The adviser said he will book a technician for Monday, 2nd of July. But who can believe he would come? I don't anymore. On Monday it will be five weeks already. And very likely the service won't be repaired again. Today I am writing a complaint to Virgin Media, and if they won't take any action and compensations for the time lost, bills paid, and phone costs, I will do all my best to go to other institutions to proceed with my complaint. Even if to the court if the need be. I am appalled at the Virgin Media. the worst service ever. I have experienced similar difficulties with some other internet providers. But not to this extent. I am quiting it as soon as possible and will tell my story to all the people I meet on my way what intend to join Virgin. Don't do it.
At the beginning of the year, I applied to have at the time NTL installed at my home, after two attempts to install, the final straw came when, after yet another day off of work, I was told that the whole of the area, belonging to the council would need to be dug up over 100 yards. to install my cable, bearing in mind that I had already been told that we were able to receive this service, quickly and easily. Therefore obviously I said this was out of the question and I cancelled the agreement, as I was in my right to do, as I had not received any service what so ever form them.
After 2 weeks, I received a snotty telephone message from them advising me I had missed my installation callout, I have also received 3 bills, numerous bumph mail, and finally a debt agency are now chasing me for money I do not owe to these people.
Today I have received yet another letter the same as 3 weeks ago saying we are sorry to hear you are not happy, I know these are standard letters, but I have had enough, I have not and do not want anything from these people and want an apology for their incompetence.
Last night (13th June 07) my telephone worked perfectly. Today it does not. After spending more than 15...
I don't know where to start with this service. It is absolutely appalling. No-one that I have written to...
Customer Loyalty & Resolutions Manager
Matrix Court, Swansea SA7 9BB
In early April my telephone line was accidentally cut.
It took ten days for a technician to come to repair the line. When he did so he made a temporary repair and he claimed that another operative would call within the week to execute a permanent repair.
When eventually I rang Virgin Media they made another appointment for last Thursday 17th May. I explained that I was not going to be in on that particular day only to be told that it was not necessary for the technician to have access to the property since the phone line was external.
The phone was working perfectly except for the ten days the line was cut. When I returned last Thursday the line is completely dead. When I contacted Virgin Media on Friday 18th May, they said that the operative was not able to affect a repair since access to the property was not possible. But he did something to the external phone wire otherwise I would be able to receive phone calls as on the previous day.
They have now offered me May 29th as the only time another technician can come as they are short of staff.
Bearing in mind that the phone number concerned is a Church line there are a certain number of emergency calls in and out.
As if to add insult to injury I was offered