to be p**sed off with Virgin for hanging up on me????

[FAQ]

I'm trying get get the account transferred over from H's name to mine - but seen as though I have been paying the bill for the last 5yrs or so I refuse to pay £20 on the current account (plus this months bill), and then 2 months charges, have my internet disconnected while I wait for new log-in details, and be tied into a "new" contract with them for 12 months.

Anyhow, I called them not long ago to try and sort it out - had been on the phone for a couple of minutes trying to explain what I wanted to do, my mobile rang twice, both times I didn't answer it, but on the 3rd occasion I decided I'd better answer and tell them I'd ring back (it was an important call coming through on the mobile too). Plus the DS's were going completely mental.

So I said "sorry can you just hang on a minute".

I answered my mobile - said (literally)

"I'm just on the landline at the moment, I'll ring you once I'm finished" - waited long enough for an "ok" - and then hung up.

In that time Virgin had HUNG UP on me!!!

AIBU to think that if you ask for someone to hold on for literally seconds, that they shouldn't automatically hang up on you????

no you are not BU but a little tip from my experience...dont get too mad at them (well get as mad you like, but dont let them know it) virgin wont deal with my dad anymore there is a note on his account that says they must ask him to call back when his elected representative is there (me) as he has been known to be unreasonable and aggressive to staff! ime virgin have really poor customer service!

another way to get what you want is threaten to cancel completely and complain about your bill being wrong (imo they have trouble getting them right)

and dont arrange a callback they never call back! i have worked in a callcenter where you pass the callback sheet to the manager and they immediately bin it! and then the agents who are doing thier best get screamed at because the person on the other end hasnt had thier callback!

They are absolutely awful!! When I was about 6 months pg - I spent 3 hours on the phone with them trying to get my internet access sorted. I would give them my details (you know, EVERYTHING: name, address, telephone number, date of birth, sex of unborn baby, date she was conceived etc ). They would then look at my record and say, "ah, yes, you are with B team, I'll transfer you now". They would put me thorugh to B team who would ask me for all of my details again and then say, "Oh no, you are with A team". I went back and forth like this for an age and said to each person who transferred me, "make sure that the person you are transferring me to knows who I am - I am NOT giving these details again". Needless to say, they didn't.

I ended up in tears (it was 11pm by now) and handed the phone over to DH - in between me saying "hold on one second (whilst in tears)" and handing the phone to DH, they had hung up.

I called back the next day in a rage (no swearing or shouting); very cold, barely contained anger. She kept trying to put me through to sales to get the information that I wanted, I asked her if she believed that I was wanting to be sold something, she said no and then decided to put me through to IT - they finally had the answer.

It was simply hellish and I was delighted to drop them like a hot brick.