I am extremely disturbed by the services Virgin Media provided to us in the past week of signing up.

Firstly we were notified and my boyfriend phoned back again to confirm that we are getting a V+ box, last night our box arrived and it is not a V+ box. He called Virgin today to ask why this is not a V+ box and the person told him we are not getting a V+ box. I don’t understand why you are told one thing when signing up and given another once you signed up and are stuck with the service provider.

We were given a number to dial to set up our broadband.

Firstly I had to phone 3 times, call one I have been cut off, call 2 the person took 7 times to write down my mobile number correctly after which I phoned back call 3 to ask why he was not phoning me back as he told me.

Finally getting through my boyfriend arrives at home and sees we have a V box and not a V+ box and no one could tell us why this was the case.

Being transferred to 7 different people in a matter of 1 hour and 17 minutes they told us no a technician must come out to have a look at the modem as it seems to be faulty. So how can this be faulty? We only got the box that same day!!! Being transferred to a technician he can’t seem to even assist us, my boyfriend had to repeat his questions several times. He asked him when we can expect a technician and then just silence.

Then the technician notifies us, we need to first buy a TV and connect a TV to have a technician come out and assist with broadband???? Now how is broadband and the TV related then? We told him we will get a TV Saturday morning why can’t we just book the technician now. He tells us no we have phone back and go through the whole above mentioned process again! My boyfriend agrees and I lost my temper and said I will phone back as this is unacceptable and why should we be treated like this!

I phoned back on the same number I dialled the first 3 times and the person tells me this is not the correct number I dialled. HOW? I just phoned this number three!!! Times!!!

We are frustrated! It is going to take an extra 2 weeks to sort this out now and I am not satisfied. I am extremely unhappy!
I have spoken to some other people and it seems to be a general problem with Virgin.
My best friend in South Africa had the same problem with Virgin Mobile, she wrote to some international customer complaints bureau after her issues were not sorted after months of trying.

I don’t understand why the people we dealt with are so incompetent?
We are paying for this service, we are new clients and it seems that once you sign the contract that is it ‘’one sale down and zero customer services to follow’’

I would like someone to follow up on this complaint as I feel like taking this further!
We have important administration to do by using an internet connection and this is inconveniencing our life!

Since October 2008 to the January 2009, I had been trying to transfer the internet into one of the new tennents as I was no longer living there as I had finished university.
I rang Virgin media and they promised to send out the paperwork so this could all be changed over. A month or two later nothing, I had to contact Virgin media again and ended up on the phone for ages trying to get them to sort themselves out, I was told they would send out the paperwork again. This time I waited month or so before I rang them again.
Apparently the paperwork had not been sent out, so I got them to do it again.
This had been a continual pain as I was having to go to my old house to get the paperwork and get it sorted.
Finally the internet had been transferred over but now I believe they are to cause me more gief as I have just recieved a letter from my old housemate dating back to the 5th of January 2009 asking for money at the value of £152, 22 as the last payment had not been paid.
I now have to get back in contact with Virgin media and fight this. It is there fault for not sending the paperwork, I had asked and asked and nothing had been happening.

Watch out Virgin Media I'm on a War Path!

PENNYLESS AT CHISTMAS.

In Speptember 08 I orderd virgin media, I requested it to be in three rooms. One to be
a v+box and two addistional set top boxes. When the engineer came on the 23/09/08 he said all I was down for was a v+box and one set top box. This was not what i orderd. I also asked for enough cable to be left as my tv was not staying in the corner because i had just moved into the flat and it was going to be moved. He told me he had already cut the cable, he said he woul be the engineer coming back to fit the extra set top box, and would leave enough on his return. I telephoned again and you wanted two charge me an extra £75 for the enginer too come back out, I explained I should not have to pay this as it was not my fault and they agreed this was right. The same engineer returned, I asked him for the cable and he said he didnt have enough on the van but as he only lived around the corner he would drop some off. He never came. I phoned customer services and agin you wanted to charge me £75 for the engineer to come out, again I did not agree with this as the job should have been done propally in the first place. Vigin yet again agreed. the engineer came on the 6/11/08 he gave me the extra cable. When I recived the bill you had charged me £75 for the engineer to come out. I phoned again the girl I spoke to removed the £75 from the bill, I asked her will I only have to pay£73.58 on the 9/12/08 she saidyes. So i made sure ther was enough funds in my bank to cover this. But you withdrew £148.88 insead of £73.58. The bank is charging me £22 every 5 days for being overdrawn. Tomorrow 22/12/08 this will amount to £66 bank charges. This has been caused by Vigin withdrawing to much. I am a disabled person living on a pension. and you have litually left me pennless over christmas my electric is about to go off as i dont have any money to go in so enjoy your chritmas.

I have recently phoned Virgin Media about their pricing differences between new customers and existing customers. However this staff member from their "Retention Department" kept on telling my self to "hold on a minute" in order to let her explain, she frequently did not want me to finish my sentence so that she can start explaining. Is this really appropriate, she could have at least said please or wait till Im finish rather than interrupting.

I do appreciate it is not her fault about the pricing. However, I feel as though she is treating me like a 10 year kid because she said "im not going to argue over these silly points" with all the words in the english dictionary, she could have chosen more appropriate words. She is basically trying to say that I'm silly. I said I am going to cancel the subscription and she seem to didn't care at all because she said she can do it now and also referred me to the virgin website. Looks like Richard Branson's Virgin ethos of "good customer service" isn't living up to it standards, as staff aren't able to address customers properly. I wasn't being abusive nor nasty, Virgin can always check back on their call records. I suppose this is only a minor problem but I don't appreciate being treated like a kid.

Without my knowledge and agreement changed terms of my TV PHONE AND BROADBAND and find myself locked in a contract, on phone was threatened to immediately discontiue my services . refused the copy of my contract and will not provoide me their complaints webside link.