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complaint virgin media ever tried to contact them ?

garyagh Avatar
8y, 8m agoPosted 8 years, 8 months ago
Have been with virgin for about three years no problems until now, basically had no tv, broadband or phone for 6 days, called customer services every day who said it will be fixed by tomorrow.... Anyway its now fixed, called customer service to complain, guess what they offered me £5. A joke! When I asked to be through to complaints, they gave me a po box address. A complaints dept, not contactable by e-mail or telephone, what decade are they in. Anyone had a similar experience?
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garyagh Avatar
8y, 8m agoPosted 8 years, 8 months ago
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#1
I went onto their website & sent a lengthy complaint.

The only response I got was an email about 3 weeks later saying tell us about our complaints handling.

Don't think it would be appropriate to tell you what I said back !!!!!!!
#2
just got a letter in the post they're increasing paper statements to £1 more per month but if you do paperless (most people forget to check) you get that £1 off ie the same no big brainer discounts or savings, just a lot of noise.

and they're going to scrap that stupid 25 p connection charge for customer techie phone line just dial 150 from phone.
#3
Doesn't seem too bad - some companies will give you nothing. I pay £30 a month so it would cover the cost of those days. When I started with Virgin they didn't charge me until all the services were connected and the telephone had a wiring problem which they fixed - didn't pay anything for about three weeks...

If you've been with them three years I'd phone up and tell them that you'd like to cancel... should provoke a better response...
#4
so they fixed it a day earlier than they said and offered you a fiver. What more do you want?
#5
a fiver doesn't really compensate for loss of tv/phone/internet for 6 days, I get annoyed if it goes off for more than a few hours!

Telewest used to be really on the ball, never had an issue with loss of service and the one time I did have a problem (on-demand movie kept stuttering) they refunded the cost no questions asked. Since Virgin took over I've had around a week in total with no internet, price hikes and lost Sky One. They are at least bumping all the 4mb broadband users up to 10mb, which is the first good thing they've done IMO.
#6
You're lucky you got offered anything. I had no interweb for 2 weeks. They didn't even refund the internet charge! Will never use them again. Ever.
#7
call cust service ask for retentions as you are going to disconnect? tell em ur angry-my bill was reduced from £51 a month to £18-lol and they told me to call back after 6 months and theyd renew. And all cos i complained sky was cheaper! oh i now pay £38 and get free calls all day xl tv and broadband 10m i think(not the very top speed)
the clue is to keep your cool and state your case politely and youll get discount..
#8
This is a link to the complaint form.

https://help2.virginmedia.com/assets/customer_zone/complaintformCZ.html

Its worked for me in the past.
#9
chrishill
a fiver doesn't really compensate for loss of tv/phone/internet for 6 days, I get annoyed if it goes off for more than a few hours!

Telewest used to be really on the ball, never had an issue with loss of service and the one time I did have a problem (on-demand movie kept stuttering) they refunded the cost no questions asked. Since Virgin took over I've had around a week in total with no internet, price hikes and lost Sky One. They are at least bumping all the 4mb broadband users up to 10mb, which is the first good thing they've done IMO.


same with me. telewest always refunded for days when there is a loss of service whether internet or cable tv, if i went on holiday as long as i gave 24 hour notice they can switch it off to the lowest possible band (which is useful when you are travelling for a month somewhere!) for the days you are away, then you call them when you get home and reinstate it in 24 hours! customer service was tops! that's why i stayed with them for 6 years PLUS they had top speed broadband. they also auto-upgraded you ie if you were on 2mb to 4 mb, 4mb to 8mb etc. the engineers if they came were young cute guys too ... very polite and always helpful to answer queries.

[SIZE="5"]i miss telewest![/SIZE]

since virgin took over, there's no sky less services at same price (who wants 'more' rubbish sales channels). there has been secret hidden costs. you had to pay to get techie helpline if ever the broadband or cable wasnt working (their fault) which would be refunded if it was their fault but hello, surely that is part of customer service! my opinion of 'richard branson the champion of the underdogs' just went down since they took over telewest.
#10
Agree with #8 as it does pay to remain pollite (but firm) as I very recently found out. By the way, as for #9 and using the complaint form, my experience was that over length of 3 weeks I received auto-responses of 'we are on the case....will contact you within 48 hrs....blah blah blah' - which NEVER happened and only served to fuel the rage inside me!! I have found out that the WebTeam Customer Complaints are as near as dammit useless and seldom respond. Over the last 48 hours I have spoken with Customer Services (dial 150 from Virgin landline) and had two extremely helpful and pro-active individuals. Am not one usually to praise Virgin (been with them 4 years) but call and specifically ask for Caroline or Nahim Ali (they both work at the Sheffield Customer Service Centre). Very helpful and patient. I got a £60 refund for 2 months deteriorated useage of my XL broadband facility and other issues straight away, plus both of them called me back as promised. Hope this helps!
#11
Correct me if I'm wrong but they weren't actaully taken over by Virgin- it was just a rebranding after Telewest bought Virgin Mobile. It's the same customer service, network hardware etc etc

That was certainly the case down here with ntl:

edit: There's some stuff on http://en.wikipedia.org/wiki/Telewest_(former)

I think your negative experiences are just coincidence. I think they provide a solid service.
banned#12
kippy
since virgin took over, there's no sky less services at same price (who wants 'more' rubbish sales channels).

you need to complain to sky about that!

there has been secret hidden costs. you had to pay to get techie helpline if ever the broadband or cable wasnt working (their fault)

On C&W it was £1.50 a minute, no refunds whoever was at fault!

which would be refunded if it was their fault but hello, surely that is part of customer service!

So you expect them to provide free of charge support if your router that you bought from pc world isn't working? If its their fault it's free, if its your fault why shouldn't you pay?

my opinion of 'richard branson the champion of the underdogs' just went down since they took over telewest.


They didn't :roll:
banned#13
colinsunderland;1929271
you need to complain to sky about that!



On C&W it was £1.50 a minute, no refunds whoever was at fault!



So you expect them to provide free of charge support if your router that you bought from pc world isn't working? If its their fault it's free, if its your fault why shouldn't you pay?



They didn't :roll:

Well said!

I think VM are great value and CS are far better than they used to be.
#14
colinsunderland
you need to complain to sky about that!



On C&W it was £1.50 a minute, no refunds whoever was at fault!



So you expect them to provide free of charge support if your router that you bought from pc world isn't working? If its their fault it's free, if its your fault why shouldn't you pay?



They didn't :roll:

actually it will be their fault if they fail to provide service ie internet not working, emails not working, cable not working due to service inavailability there should be a refund for loss of service for the x number of days.

so in terms of technical assistance, let me explain i already have the router, everything same setup. i've already been with them 6 years with telewest/blueyonder + 2 years re-packaged as virgin media. if telewest still runs it, ie the same people why has the service gone to the dumps since virgin media?

if there is less programmes than originally offered in package, ie sky channels taken off, customers should get £x amount back. less programmes less payment. but no what do they do they offer rubbish sales channels as part of the same package in replacement. i dont care if there's a price war between sky and virgin, if they are competitiors they should do whatever they can to secure customer base not screw their loyal customers.

my complaint is when there is loss of service the customer service "150" number does not entertain customer request to check if the service is not available, they just give you the 25p per minute number or ask you to check online. and of course how can you check online if the friggin service was not available in the first place, no tv, no refund for their fault not being able to provide service. i havent had the pleasure of having C&W or BT or Tiscali so i only know the one service provider which i have used ... i think their customer service is not great (possibly better than sneaky BT) but that's not an excuse. i would switch to sky if i could, but i can't at the moment for work reasons ... i just think we in the UK are too polite and compliant to pay more than we should for rubbish service, and that's why corporations like banks, councils etc get away with murder.
banned#15
kippy
actually it will be their fault if they fail to provide service ie internet not working, emails not working, cable not working due to service inavailability there should be a refund for loss of service for the x number of days.

well then you would get a refund for the tech support call, and on the rare occasion I've had a complete loss of service for more than a few hours I've always got a £20 goodwill credit added to account, which is more than 1 days refund!

so in terms of technical assistance, let me explain i already have the router, everything same setup. i've already been with them 6 years with telewest/blueyonder + 2 years re-packaged as virgin media. if telewest still runs it, ie the same people why has the service gone to the dumps since virgin media?

Thats one view, but not mine, if anything it's improved, although I must say it depends who you get through to. Tech support is free from next monthy too.

if there is less programmes than originally offered in package, ie sky channels taken off, customers should get £x amount back. less programmes less payment. but no what do they do they offer rubbish sales channels as part of the same package in replacement. i dont care if there's a price war between sky and virgin, if they are competitiors they should do whatever they can to secure customer base not screw their loyal customers.

The amount Sky wanted to charge them, if I remember correctly, would have meant they had to increase the price to customers by £2 a month for one channel. Obviously you would be happy with that, but the majority of people wouldn't be. If you rang to complain when it happened you would have got your tv half price for 12 months, or sky sports package free. That is a reduction in price. So we lost simpsons one, sorry sky one, we got virgin one, which isn't far off sky one anyway. Do you also think we should pay more for the tv package as we now get the setanta package free of charge? Thats worth £9.99 a month alone.
#16
what setanta package? i never got goodwill credit, nor the option to half price tv. which i am guessing i should have asked for (if i knew existed) ... so maybe it is the lottery of calling the right customer service person. i did complain (politely i should add) about the sky (24 etc) but the guy on the phone just said the standard we're sorry we cannot offer ... i dont really watch too much sports (just rugby 6 nations, moto gp, tennis etc) and most times they are on bbc and eurosports.
banned#17
kippy
what setanta package? i never got goodwill credit, nor the option to half price tv. which i am guessing i should have asked for (if i knew existed) ... so maybe it is the lottery of calling the right customer service person. i did complain (politely i should add) about the sky (24 etc) but the guy on the phone just said the standard we're sorry we cannot offer ... i dont really watch too much sports (just rugby 6 nations, moto gp, tennis etc) and most times they are on bbc and eurosports.


if you rang retentions at the time and said you were going to cancel you would have got the offers.

Never ever ring customer service with complaints, always ring retentions, they have much more power.

Setanta is free if you have xl tv, try channel 538/539/536 for the 2 setanta channals and racing uk

If you are paying full price for your package ring retentions to get a discount, there are plenty of threads on here with what to say/ask for and you will get it cheaper.
#18
ok thanks colinsunderland that's a great help. i will rep soon as i can - have given out too much now ...
#19
colinsunderland
if you rang retentions at the time and said you were going to cancel you would have got the offers.

Never ever ring customer service with complaints, always ring retentions, they have much more power.

Setanta is free if you have xl tv, try channel 538/539/536 for the 2 setanta channals and racing uk

If you are paying full price for your package ring retentions to get a discount, there are plenty of threads on here with what to say/ask for and you will get it cheaper.


Whats the retentions line telephone number?

Zak.
banned#20
150 and ask to cancel. you then get put through to retentions. If you are lucky, then you normally get offered half price for 6 months or so.
#21
thanks everyone
#22
I've been with Virgin for quite a while and never had any problems until they upgraded my internet speed from 50Mb to 120Mb. There is hardly a week goes by when I don't lose my service for a couple of days and when I call customer services I always get told there is a fault in my area. I'm paying through the nose for a crap service which I was told was unlimited ... It's not Virgin have a Fair use policy which they are very quick to use, restricting your bandwidth. Just had four days of no internet, didn't bother to complain just gave my 30 days notice and have signed up with Sky which has no restrictions at all and is cheaper. Would rather use dial up than go back to Virgin. They rip you off and their service sucks big time. Rant over ... Feeling much calmer now!
#23
Virgin - phhh, absolute rubbish customer services for their mobile that's for sure. I was on hold for 40 minutes yesterday while they allegedly put me through to retentions, what an absolute joke. I said I wanted to transfer elsewhere and they said they would cancel my contract - I had to say that I had paid for a month so could they cancel when the month was up - they cut me off straight away (been with them 4 years!) have had no end of billing issues with them and they never offer any free mins/data by way of compo (it has always been their fault - never mine!) :{

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