I have been a virgin customer for quite some time and decided to upgrade to a size m package with an hd box which i told was no charge.
They delivered the box and its a self install so I tried to install the equipment and found out the box was faulty again because i remember before when i first joined virgin my first box was faulty too!
and not long ago I have just found out that our bill has gone over its credit limit and that services will be restricted soon because they have charged me for the box after I was told it was free as being a long time customer as well I could not see any reason why not as it would have been a straight forward swap.
virgin staff were so stroppy about it and would not listen to me I have decided to let them have the dam box back and now thinking of going over to sky

I would like to log a complaint regarding the repair on my telephone line that wasnt carried out on Saturday. I have been without a main telephone line since the 2nd January 2010. I thought at first that my telephone was faulty and threw it away (turns out now it was a perfectly ok phone) and bought a new one. When that didnt work either it dawned on me that the line was faulty. I got an appointment for the 18th January when two engineers came and told me the fault was outside (looked like another company had damaged the cable) and that the earliest appointment I could have was the 20th February 2010 (one month and two days later)!! I had a confirmation telephone call on my mobile from a young lady on Friday 19th Feb that they were coming on Saturday and that I did not have to be in. When I arrived home Saturday afternoon, the phone line still wasnt repaired and I was still without a main line telephone.

When I telephoned your company (got India) which cost me nearly £2 and left me with 60p on my mobile, the lady kindly telephoned me back. I was told by her that another call had been made to my mobile on Friday telling me the engineers were overbooked and that they were not coming but I missed the call. I was also told that the 2nd person ringing to cancel call could not leave a message as there was no "option". They never rang back, so I was clueless until I rang Saturday afternoon. I was extremely angry but did apologise to the lady in India as it wasnt her fault. She also told me that another appt had been booked for something like the 14th March.

This is absolutely unacceptable and I am disgusted with your company at having had to wait so long to get this sorted out. If I didnt have a mobile and was old what would I do then, obviously your company couldnt care less. The lady in India also told me that her Manager was going to telephone me Saturday but so far I have not had that phone call. I would like someone to get in touch, firstly with a big apology and secondly to let me know when this is going to be repaired. I would ask you to compensate me with the £2 I lost off of my mobile phone trying to get in touch and for the perfectly working telephone I disposed of because I thought it was faulty!!

My account number is: 311832102 - (9951)
Yours Sincerely,

Jan Cusworth

I sent this email and also in the post to the Complaints Department a week and have not even had a courtesy reply. Would you please forward it to the person who would deal with this complaint and get someone to write to me in response to the contents of this email. I am quite disgusted with your company and even more so now in as much as no-one has even had the decency to reply to this complaint. I have no idea when my telephone line is going to be repaired and as of today, still have no land line working.

If this is going to the incorrect department, please foward it to the right department and respond to me.


Yours Sincerely,

Jan Cusworth
I was assured by a young lady I spoke to on Monday 8th March that I would have a reply to my emails I have been sending since late February and GUESS WHAT? I still havent had a reply.
Would you please pass this on to a Manager of some sort - there must be someone in your company that is willing to answer me. I cant believe the service I have had from Virgin Media, it has been absolutely disgusting but there is nothing more I can do except try and get this to someone in authority within the company. Perhaps it could be re-directed to Richard Branson so he can see first hand what appalling treatment I have had to endure from you. I assume he still owns it!
I wont hold my breath for a reply as it probably wont come but one can still hope.

Im so tired of this companys excuses. Its about time Richard Branson stoped messing about with his space project and overhauls this appology of a broadband service. I was on the 10 mg service package and started to have connection issues, after numerous tech calls to my home in October 09 changing of modems and other such stuff after constant loss of internet problems, huge data packet loss Virgin informed me i needed to upgrade my internet to 20 mg. Thinking they knew what they were talking about I did so at further cost to myself trusting what they said. Were now in January its now worse than ever, more connectivity loss, more huge packet loss, more techs, more excuses, more phone calls, more rubbish spoken by techs and service departments, folks in India or some such place talking in an accent i cannot understand to be replace by scottish accents i understand less. The price I and other people pay for this broadband servicee we should have the right a better support service than this.

I have tried on several occasiosn to speak to someone who can actually do something about this continuing issue with my broadband to no avail, my next move is to report virgin media to the Trading Standards as the service and backup im getting is appalling and not fit for the perpose thier charging me for.

i have been having trouble with the virgin broadband since having it installed in january 2009 we were first on 10mb and was never getting correct speed so we upgraded to 20mb still no difference by this time we had calledvirgin media at least 15 times a day as regaurds to the broadband issues only to be told it was my equipment that was effecting my broadband and was advised to upgrade my motherboard and advised yet again to upgrade to 50mb broadband as we would have no problem as it is on a different type of server so like a fool we upgraded to the 50mb and low and behold what happened we had the same problem and have it from jan 09 and its now nov 09 and when i tried to talk to them i was told that there is anything more they can do and if i tried leaving i would be in breach of contract any one got any ideas or have had simmilar problems please write to me on [email protected]

Unfortunately I am still a Virgin Media customer since September 2008. We (me and my flatmates) applied for Virgin media broadband services in September last year. We have been sent the initial package containing the modem and the rest of the set up equipment. When ordering this over the phone, the Virgin media sales person has advised me that the set up is very easy and it's not necessary to book a technician for that but if I want to he can send a technician to set it up for us at a cost of £30.00. I agreed that if it is really that simple to set up, we won't need a technician. The initial payment was meant to be £75.00 which was the first month charge of £37.50 and an extra month payment in advance, so when we would disconnect we wouldn't have to pay for the last month. I was advised that when we set up the wireless modem and connection we have to phone up Virgin and activate our account and I wouldn't be charged at any time if the account wasn't activated and the first payment would be taken a month from the activation date.

When we received the initial package, we set the modem up and with a laptop at hand I phoned Virgin to activate our account. Unfortunately the initial activation wasn't successful so I was passed to IT department who tried to solve the problem but their conclusion was that the modem was faulty and they would send a technician to have a look at it. This technician arrived at our house but unfortunately on a wrong date and not the one that was scheduled so we missed his visit. When I phoned Virgin again to try and resolve the problem they said they will send us a new modem so we can try to set it up again. Modem arrived and the same problem occurred. This carried on and after a month we received a bill of £110.00 which was charged from my account. Even though I was assured that we will not be charged anything until the broadband account is activated which has by the way never happened until now.

I immediately cancelled my direct debit and when I phoned Virgin to get my money back they said they will credit me by providing the internet for free for the first two months. This has never happened because since then we have been sent 5 faulty modems with faults that have never been rectified. We had a number of different technicians coming to our house to resolve the issue which has never been resolved. I was charged £110.00 which I never got back and more bills followed after that but because I cancelled my direct debit, money didn't go out of my account anymore which is great on one side as I didn't lose more money but on the other hand it has now affected my credit check, as Virgin has passed the unpaid bills to credit control. They also blocked our broadband account so I am unable to disconnect it unless I pay another £83.00.

I find this absolutely ridiculous considering I never ever had internet connection in my house and I was told I wouldn't be charged if they cannot provide the services which is also stated in their terms & conditions. I had to go through so much hassle with Virgin I would warn anyone who is thinking of signing up with them as it is a big trap and laugh in your face. As their compensation for the £110.00, I was offered a £10.00 refund but they couldn't do anything else. Every time I spoke to Virgin I had to use my mobile so my phone bills were sky high over £100.00 each month and by now I probably wasted around £500.00 on trying to sort this out.

All I want now is a compensation for this disgraceful behaviour of a giant media provider who gives you false promises. I want £500.00 back as compensation and I want to disconnect from Virgin Media and hopefully never ever hear of them again.