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Thread: Virgin Media - Grrrr

  1. #1
    Regular Member Grumpy1954's Avatar
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    Default Virgin Media - Grrrr

    Last November we changed from Sky, who were ok customer service, but technically kept going down, to Virgin, who promised a wide range of things, including UK call centres and operators.
    Last month the bill was high, had made several calls to my bro in law's mobile, he was having probs.
    We paid what we could afford and made an agreement with them to pay the balance of the arrears today, then the full amount 2nd week May for the current bill - dd was set for the 10th.
    Confirmed we are both on the system as disabled and not to be disconnected (wife also diabetic, I'm on 4 blood pressure pills a day and had two minor heart attacks, carry a gtn spray.
    Had a barrage of phone calls from accents we could barely make out demanding immediate payment of all the money, the arrears and the current bill, which isn't due payment yet. Explained over and over the above. Tried to call to pay them this morning - we've been disconnected.
    Finally got hold of them, they want an extra £15 over and above what was agreed for no apparent reason, plus £2.85 because we wanted to talk to a supervisor (last operator refused point blank to allow it).
    The actual service is great, but the admin, they are totally clueless

  2. #2
    Full Member spennny's Avatar
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    It is a fairly astonishing state of affairs that we have found ourselves in. To go from the Award-Winning Service that was much crowed about, to at best, overseas script readers, is just inexcusable. Any faith I once had in the ability of CS staff has long since been destroyed. There seems now to be an endless list of transfers or holds before even speaking to (apparently) the correct person, only to be told that they can't deal with the issue. The worst cases are when trying to resolve a Customer issue instore, and the Customer can hear your end of the convo eg: repeating yourself time and again, explaining the issue repeatedly etc. I just hope that they see the value that (for UK Customers) UK call centres add to a service, and rectify this issue at some point.

  3. #3
    Regular Member m8internet's Avatar
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    I had a problem in March where the Direct Debit failed, due to an error at the bank
    The bank eventually agreed to issue me with a letter

    I then phoned Virgin Media but they couldn't help until the payment was showing as failed on their system

    However, Virgin Media then sent me a bill two weeks later for £60
    I paid the outstanding bill (normally £25) and asked for a receipt, but that never arrived

    Sadly last months payment also failed, turns out Virgin Media don't reset Direct Debits until the original is cancelled, which I had already performed on the last phone call, as that was what they instructed me to do!
    So another bill for £60
    This time I sent an email, rather than argue by phone for neary 20 minutes, and struggle with annunciation
    Although the reply took 2 days, it was clear and to the point

    I also sent a copy of ALL the emails by post
    Ironically, that reply arrived this morning
    They have removed all the charges from the last three bills, AND issued the receipts that I had originally asked for

    I have only ever phoned them a few times, usually complete loss of service, or on this one occasion of bizarre charges

  4. #4
    Regular Member Grumpy1954's Avatar
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    Default

    The technical service is fine, had a couple of problems, nowhere near as many as with Sky (and the dreaded spider in dish control box). If only the Admin side could sort their act out, we have a major foul up most months, the left hand never knows what the right hand is doing!

  5. #5
    Regular Member jlock's Avatar
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    Default

    Iv given up contacting them about my £30 connection fee... All i got when phoning was i needed to speak to someone who would listen to the initial phone call to say that the connection fee was not mentioned, but i cant actually speak to them. So i sent numerous emails over about 3 months and have never had one reply.

  6. #6
    Regular Member Grumpy1954's Avatar
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    Default

    cpmplaints address:
    Virgin Media Ltd
    Po box 333 (should have been 666)
    Swansea
    SA7 9ZJ

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