Virgin Media

[Roseformeplease]

TURN MY BROADBAND BACK ON VIRGIN MEDIA

Are a disgrace. Can anyone help

Call themselves a media (communications) company yet cancel my full paid up account without contacting me. So, when I call I am told they have the address wrong, so someone else now has my account in a different flat in the building.

When I call, in spite of paying monthly for 6.5 years, they seem to have been unable to contact me when someone wanted to take over my account.

And Virgin let them. They closed it down and re-opened it in someone else's name. No password protection seems to have been used. They didn't give the billing address. They just got broadband while my account was cut off.

Angel (not her real name, but the one she gave me) in Customer Services has spent an hour trying to make out that the faulty address is my fault - despite engineers finding number 2 for 6.5 years; despite the signal going to number 2 for 6.5 years; despite me paying regularly for 6.5 years for number 2 - you think I live in number 4. Apparently they can't just switch it on again, although switching it off seems to be easy enough.

£51.76 per month. Every month. For 6.5 years and then someone moves in nearby, fancies a bit of broadband (although why they chose Virgin I will never know, now I know how Virgin treat existing customers) and Virgin just switch it on for them, and off for me.

Fraud? Robbery? Or just incompetence? Or all of these.

Eagerly awaiting a call from Bernie who was too shy to talk just now but is winding himself up to calling by 1.25pm.

And why can't they sort it immediately you ask?

Well, because they have "existing customers" (i.e. The bastards who stole my broadband) who need to be contacted. As a "new customer" I must understand that they have to "perform checks".

If anyone wants to share this, I would be very grateful.

Anyone with any idea how to get this sorted?

NB. The fragrant Bernie still hasn't called. Now 8 minutes later than promised.

Or should it be is a disgrace?

Fuckers.

Ooohhh. That "new customer" bit really gets my goat! Definitely shifts it up from just "incompetence" to something else, though not sure exactly what :D

Twitter. They hate getting called out on Twitter, I've had to resort to doing that a few times.

And tell them ofcom will be getting involved, they don't like that either.

I gave them had broadband or TV services for 12 days. They keep moving the date that the problem will be fixed. Because the phone line is also Virgin, when we phone, it recognises that our line has a fault and just sticks us through to an automated message about when the fault is going to be fixed. Impossible to speak to a person. The Twitter service is utter rubbish. If we were not moving in a couple of weeks, I would have certainly cancelled them. Definitely not taking them with us to the new house. Good luck is all I can say.

*I have not had...

I hate them too. We used to be with them pre 2009, and changed to another (better) provider. They were over-priced, and under-performed quite regularly. They claimed to be offering so many megs, and always throttled everyone, so you would be lucky to get a tenth of what they promised.

In addition, their customer service was poor, it took 20 minutes to get through to anyone, and when we got a mobile phone from them once, with a monthly contract, the insurance was never set up properly, as the insurance company they lumbered us with were incompetent and useless. So as our home insurance didn't cover mobile phones at the time, we were constantly paranoid about losing the (£300) phone.

Hell would freeze over before I would have Virgin again. And I know many people who feel the same.

The whole Virgin brand is rotten now IME. Think yourself lucky it's just your broadband they cancelled, Virgin Holidays cancelled my holiday by mistake. I lost a considerable amount of money :(

Still no call from Bernie.

My DH threatens ofcom or legal action pretty much every time he calls. They took double my bill last month and were refusing to refund it, apparently it was our fault! But the legal action usually gets the ball rolling in terms of someone actually doing what you ask. Also slagging them off over social media works too!

If you call them back now you will find that Bernie has left for the day

Just gave notice to end our virgin contract... so relieved
They are shockingly bad!

Bernie has indeed left for the day.

Am now on hold with Bart.

Do you think, given that the first person I spoke to was Angel, then Bernie (who never called) and now Bart, I will know they are really taking me seriously when I get someone with a name beginning with a later letter of the alphabet?

And when Zachary calls....or Zeke, then things will really happen.

There seems to be a thread about Virgin Media being crappy every week.

Whatever you do, don't let them increase your broadband speed. According to another poster, they tie you into another year's contract.

Don't be silly, Bernie won't have left because there is no one called Bernie who works for them, and there has never been a Bernie.

They couldn't pay me enough to return to them. Tweet them and continue to do so until you have a response. Amazing how companies hate this constant retweeting.

Now randomly put through to Cris.

If they've cancelled your account without speaking to you then surely that's a breach of DPA? I'd threaten to report them.

They CAN just turn it back on, once the accounting side of things is sorted, I'm not sure how long that takes though.

If it's not sorted asap I'd email the CEO's office on [email protected] and tweet him too @TomMockridgeVM, that usually speeds thngs along. Tag @ICOnews in your tweets too re the breach of DPA.

Am now speaking to Cris (no h) who tells me I need the Movers' Department (oh, the irony) who will apparently sort it.

Thanks for addresses. I have e-mailed and tweeted. And tweeted this thread so here's hoping they are reading.

Christine now. Moving steadily up the alphabet.

I was with virgin for two years on a 50mbp fibre optic broadband. It rarely worked. Whenever I rang them they said they were doing work in the area which was disrupting my broadband.
Switched to another provider on much less mbp (or whatever it's called) - ironically it's been much faster, always works and is a quarter of the price!

Christine (soothing voice but kicks butt) says she will sort it after speaking to her supervisor.

Am not holding my breath but am medicating with tea.

And a scone. Do you think they stress of 3 hours on the phone is enough calories burned to allow a scone?

Ha!
I had an epic saga with an engineer who turned up to fix my phone after me having waited for weeks.
Except it was the broadband that needed fixing, so I had to wait again.
And various other shenanigans.

But they did fix it, so good luck OP.

Oh user how did you cancel? By phone? I'm cancelling on the 15th when my contracts up and I've read it can be difficult to cancel so want to be prepared!