Virgin Media has the worst All round Customer Service in the world. I think even the stone age man can do better than what Virgin Media Management is doing. My story will confirm this statement.

I come back on Friday evening and Check my Bank A/c to find out that VirginMedia has taken a payment of £173.00 from my bank A/c. Naturally I was shocked, dead worried, I hadnt received any bills for such an amount. My bill are never more than £15 every month.

So I call them, I give my details and than get trransferred to the right Department where I give my details again only to be transferred again and After giving my details about a dozen times to this guyHe had to transfer me to somone else because his system was down beacuse of which he could not log on and like always I yet again get transferred to the right person, finally I was actually through to the right person person.

I told the right person my Predicament, He assured me that he would be able to help me. For some reason that did not give me any confidence. He than put me on hold for like the longest 5 minutes of my life. I thought he had forgotten me and gone off for a cigarette break. He did come back and tells me that the money had been taken erroneously from my A/c. Ok. Why dont I remeber hearing any apologies hmmm. Good news My money will be refunded. I feel like I have won a lottery. Bad news. It will be 2 weeks. 2 weeks. Ok. It really would have been alright but I havent got as much money as Virgin Media Management to be able to stay away from that much money for 2 weeks. However this guy tells me I have to wait for 2 weeks. I say to him that I would like to make a complaint what's the procedure for it. I get told that the only way to make a copmplaint is to write to the head office via post and there is no other way. I could not believe this Guy so I searched their website and found out there are 3 ways to make a complaint ie through telephone, trhough email, through post. So I called at the given tel no again and I get through to this guy. i give him my deatils again and telling him all I have been trough he says he cannot take my complaint as I get my service via a BT line and not Cable So like always, I get transferred to another perosn again. who tells me that I cannot make a complaint and the only way to make a complaint is by writing to head office. I could not believe it. what kind of a company that deals with Public in scuh great quantity does not have a Complaints procedure. however I asked for his Full name but he would not give me his name.

Fed up and after having wasted 45 Mins and awful lot of money. i decided to complaint via email and if they dont come back to me within 48 hrs to write to management and if they dont come back to me in 2 weeks get of this SHIII service.

Is it fair, that I go through so much trouble for somebody else's mistake.?

Is it fair for me to pay for the telephone call to rectify somebody else's error?

Is it fair, for me to lose interest on that money no matter how negligible?

Is it fair, for companies to so exploit their customers trust in such a negligent manner?

Moved from previous address with this telephone number in May but not able to move to new address with this number until 4 July where I wished to continue my Virgin telephone and broadband contract. Notified Virgin customer services but recd emai stating I would be charged cancellation fees. Telephoned customer services - on phone over 30 minutes passed to 5 different people - eventually they agreed I could revert to dial-up service and would not be charged cancellation. mid July notified Virgin I had moved, had a BT line installed and this number was up and running - could I be reinstated with my telephone and broadband contract - had to hve a new contract at least one year - agreed to this - couldnt connect me due to Virgin service upgrade - told would be complete by last Friday 1 August when I would be contacted. No contact - rang Virgin again - told upgrade delayed further few days, someone would ring. Monday 4 August again rang Virgin - Jonathan Crisop said upgrade taking place 5 August and it could be up to 10 days before I get a new contract - he could not guarantee when I will receive Virgin broadband service. Discussed whether I would move to another provider - today on dial-up realised Virgin had emailed me last week stating I had cancelled my contract - I HAVE NOT CANCELLED IT YET - WHEN WILL I GET SOME SERVICE AND A PROPER ANSWER FROM YOUR CUSTOMER SERVICES PEOPLE? TODAY NO-ONE IS ANSWERING THEIR TELEPHONES.

Having received a bill for double my monthly tv rental I attempted to contact virgin media to ask why my rental had doubled? eventually I got through to their call center in Delhi and was informed it was because I was now being charged for the line rental... after having the service for over 10 years. I then tried to contact the cancellation team and was left on hold for over 20mins, it wound me up so much I put the phone down and went to my bank, canceled my direct debit and signed up for sky who have a fantastic customer service. I sent a letter to cancel my account and low and behold six weeks later I get a bill for late payment and another months rental, to cut a long story, I am now receiving threatening letters from Microsoft debt recovery telling me I, m going to court if I don't pay! Ive contacted them five times to tell them to go ahead. It seems like their customer service is about as good as Virgins. I am sure if Mr Branson knew how crap one of his companies is performing he'd be none too pleased A point to note, if you want to get through to someone at Virgin in the U.K. call the payment line and strangely, you get through after about 4 rings, every time. I have always associated Virgin with a service for the people, my vision has definitely been blurred. I would love to hear of anyone else's bad dealings with V.M.

Virgin are absolutely crap. They give faster broadband to their new customers yet the loyal customers who have had subscriptions since telewest/ntl days are provided with totally shit connections which at the moment is running as slow as dial up. They have been told about this numerous times yet do nothing about it all on a premium rate overseas call centre. Their customer sevice disgusts me.

i have been appauled at virgin media lately for capping there users without informing them prior to these capping limits coming into effect.
firstly it was for four hours a day, then 8 hours, now 24 hours a day with terrible limits set for the speed the supply.

this week took there disregard to customers to a new level.

i attempted to login to the virgin media website with my usual details...this account is invalid, was the response.
so i mailed customer service.

there response was: if you have forgotton your details use the password reset page.

so i did...guess what...account invalid.

so i sent another mail.

i was then informed that my username was now too short due to the recent upgrades and they would send me the replacement details in the post (once again they had not bothered to inform me of any changes).

i recieved my new details and found that they had changed my username to an understandably longer name and new password was in fact taken from another email account that i use for junk emails.
the password is one used on every random webpage i sign up with on a temporary basis and therefore very unsecure.

so, annoyed i tried using them to login...account invalid.

so i mailed virgin again stating the problem once again in full detail.

there response was...we are sorry you have forgotton your password we are unable to help you through mail...please phone our premium helpline.

i have not mentioned here the numerous mails they ignored and the several duplicate responses.

it seems obvious to me that the support service is nothing more than a money making scam.

as it stands i am locked out of my virgin account and with no details that work in order to rectify the problem.
as i understand it i also cannot cancell my broadband service as i would need the correct details to do so.
so i am now stuck paying for an unusable service.

all i can say is great job mr.branson, i had high hopes when virgin took over ntl but i have been constantly dismayed by the treatment i and many others have recieved.

i am currently in search of a solution to this problem and am mailing virgin daily until i get a decent response from them.

to be honest ive had enough of virgin media and as soon as i get the oppertunity i am leaving them for another isp.

the way they treat loyal customers is disgusting.