To think Virgin Media are twats?

[itssquidstella]

Moving house. Trying to switch our account to the new address. DP has been passed from department to department three times in the last two days and got basically nowhere.

Latest is that they've agreed to set up a new account (no installation until 4/10) with no word on what is happening with the old one.

Have tweeted and got nowhere. What do we do now?! apart from stab them

We had terrible problems with them... I emailed their CEO and they were sorted same day. Try that if things get really bad!

No advice but I agree! Round our way barely a week passes without their network going down at some point

They are a nightmare. Had 3 appointments cancelled in a week because they thought the issue was external and had been in the area fixing external faults. They said there was no way to override it which is a ridiculous system - our fault was to do with the wire going into the house.

They managed to override it when I refused to get off the phone and asked for their official complaints procedure and refused to speak to anyone but management

Nope there are unbelievably shit, it was many many years ago when I tried to join VM but after so many problems with installion dates being missed and no contact from them, it was discovered that they were trying to contact me on the phone number they had generated for me but not yet installed, it all beggered belief and wouldn't touch them with a barge pole now.

Have always had very consistently good service in GU1 area, and family members moving house have found it very quick to move their service too.

Maybe just your area. We do okay.

Literally had the same problem trying to move an old account to a new address.

Been with them since before they were Virgin (over 15 years)

Lost service once.

Problems with customer service - one, prob alt only call them once a year to rejig our deal, but even at that, one bad call out of over 15 can't be bad.

YANBU. They are appalling. When we got cable from them years ago, the chap that came to sort it CUT our rooftop aerial wire for no apparent reason other than we then couldn’t go back to ‘normal’ tv even if we wanted to.
They then lied to us about being able to transfer our landline number to our new address..costing us a fortune in lost business and re-printing stationary.

They are the absolute pits. I lost many hours of my life on the phone to their “customer service” team.

The day we moved from a flat into a house, so I could get rid of virgin and have sky, I did the happy dance.

(The day after, when the internet and tv kept dropping out, I was back on the phone, but that’s another story!!!)

They are the worst! Apparently I cannot have a phone live whilst the other flat in the house (there are only two flats) has a phone with Virgin. They lie to you on the phone and cancel appointment at the last minutes for no reasons! They change the cost of my plan without telling me and told me off for not noticing.

Would never consider them again, not that we can as we’re in a non-cable area. We had their ‘National’ service (broadband via the landline) for years, when we moved to a new build we couldn’t have the landline connected for three months so had a dongle for mobile internet from them which was sent to our new address along with any communication from them. When we finally got our landline I called to cancel the mobile internet and a nice lady did it all properly. Lovely and easy and when we’d made the final payment I cancelled the direct debit. All nice and easy.

Six months later we had a letter from a debt collection agency chasing up non-payment. Apparently the nice lady hadn’t cancelled it, and for some reason they started sending the letters chasing up payments to our old address (redirect had ended months previously and the new people didn’t bother to pass anything on) - although the debt collection agency used the new address.

And to add insult to injury their hold music was Coldplay.

Try not to let them cancel your old account and set up a new one - they did this to us and it caused no end of problems with being billed the wrong amount, direct debit not being transferred over etc. Still not fully resolved after 6 months...

They are useless. Promised us Ultra Special Fibre bollocks in our new house. Couldn’t pick it up two rooms away. They fixed the cable outside (eventually, after initially forgetting about us), still can’t pick it up in parts upstairs, despite being told we could pick it up a couple of streets away when working properly .

Oh, and if offered free installation, make sure they mean it. We even had it in writing, they still charged us £40.

Their mobile service isn’t too bad to deal with, but internet is infuriating.

@9amtrain how was your issue resolved?

Appreciate the advice - may give the CEO a try!

YADNBU they are twats

I hate them. Left them 7 years ago and never looked back.

They used to be good when they first took over Telewest Communications, but after about 5 years, they became utterly shit. Kept losing internet AND the tv channels, sometimes for 3 days at a time. Spent 20-30 minutes on the phone regularly waiting to try and get the fuckers to fix it all. Only to be told 'have you tried switching it off and on again?' Do they seriously think I have not have done that?!

Switched to another provider around 2010/11, and it's the best thing I did. Never lost any service since. Not even for a day. Can't believe I put up with these muppets for so long. On top of being shit, they were expensive too!

Shop around and leave them. They will NOT get better.

I mean I waited 20-30 minutes at a time for them to ANSWER the phone, and then spent a FURTHER half hour trying to sort the issue!

lindalee3 which provider did you switch to?

May I recommend ee? I have mobile and broadband with them (and a home phone line that doesn't have a phone plugged in, because it comes with the broadband) and they were very competitive on price plus I get an extra 5GB of mobile data free.

They do depend on bloody bloody BT to install the line though.