4,684 Customer Reviews over 118 pages
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- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2014-11-14
- Comments
-
It's brilliant when it works but right now I'm using giffgaff internet to ask why my virgin simply isn't working at all even when the modem isn't flashing any suggestions of difficulties.
- Location
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- Location
- Ashford, Surrey
- Reviewing
- Virgin Media
- Date
- 2014-11-11
- Comments
-
Advertise BIG and don't deliver, is the order of the day with Virgin. Every time I log in, a banner advertises that in October 2014 my Broadband would be SUPERCHARGED from 30Mb to 50Mb...October came and the banner changed from October 2014 to between February and June 2015, come then, no doubt the goalpost will change again.
Credit where it's due. I asked for a free upgrade to 50Mb because Virgin's upload speed is absolutely dreadful. They promise 10% of your download, but you will only get 10% of the package below the one you have. So my 50Mb has a 10% upload of a 30Mb package...barely 3Mb
Customer service is friendly, but useless.
- Location
-
- Location
- derby
- Reviewing
- Virgin Media
- Date
- 2014-11-11
- Comments
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Have been with Virgin for 10 (odd) years.
No complaints! :)
- Location
-
- Location
- Rugby
- Reviewing
- Virgin Media
- Date
- 2014-11-11
- Comments
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Having given one months notice and cancelled my direct debit I was sent a final bill covering a period after I was disconnected. I was advised that Virgin was unable to take money from my account a few days after I had been disconnected. I was hassled for payment, recd a pay up or else letter, had a debt collector on the phone, after several weeks it transpired my months notice had not been processed for 2 weeks after I had sent the email and they were chasing me for payment of the final 2 weeks they thought I owed. Why couldn't they have told me that in the first place. I was promised a letter of full apology, needless to say it never arrived, nor did a refund of the days owing to me between the end of my notice and the expiry of money they took the previous month from my account. All this hassell because I forgot my password and they wouldn't help me to remember it, so I went with a cheaper supplier. They also claim the phone line is not disconnected until a week after it has been, they are yet to explain that one to me. Don't touch them Virgin with a barge pole.
- Location
-
- Location
- coventry
- Reviewing
- Virgin Media
- Date
- 2014-11-10
- Location
-
- Location
- Stourbridge
- Reviewing
- Virgin Media
- Date
- 2014-11-06
- Comments
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I've always had problems with Virgin broadband. Especially when living at home with my parents but when moving in with my partner unfortunately I assumed that they'd be great to us! Considering the experience my partner had with his parents internet was fantastic.
We applied for the 100mb Broadband and within the next day we received their new SuperHub. The person who came just gave us the box.. They didn't install anything, which I assumed they had to but apparently not.
During the night of receiving this package me and my partner decided to start to plug everything in. We followed absolutely every instruction given, only to find that we were getting nothing and when I say nothing I literally mean it, our highest download speed was between 3-5mbps.
After getting extremely frustrated with trying everything to get our internet to work, we chose to go old fashioned and use Ethernet cables and still received only 3-5mbps.
After calling up customer services and waiting from 30 minutes to an hour, we were notified that a engineer will be sent to our home to solve the problem because apparently it's only a minor technical difficulty with the lines outside.
The engineer came round the next day and immediately stated "That there was nothing he can do." This is before he's even step foot into our home!
He told us that Virgin had been over selling their internet and that their network could not support the amount of people going online. He stated that on the 29th of October the company, Virgin, would be turning on "new junctions"(more channels for the internet to go through). It is now the 6th of November and our highest download speed has been 2.34Mbps.
No matter how many times we have called the company the only reply we receive is "We'll get back to you."
Virgin media only cares about their money. It's disgusting and borderline illegal.
"Thanks for choosing Virgin media. You couldn't have joined at a more exciting time, with so much to look forward to. You see, we're always thinking of new ways to give our customers the best experiences we possibly can. The sort that make you glad you picked us."
HA! More like;
"Thanks for choosing Virgin media, the worse broadband you could possibly have ordered.
You couldn't have joined at a more excitable time, with so much to look forward to. You see, we're always thinking of new ways to scam our customers of their money and give the worse experiences we possibly can! The sort that makes you regret you picked us."
I will never recommend this company ever again. I will never use this company again. They are terrible! They treat you like utter dirt.
- Location
-
- Location
- Southampton, UK
- Reviewing
- Virgin Media
- Date
- 2014-11-06
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2014-11-04
- Comments
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For the second time in 8 months I have been let down by the incompetent Virgin Media, I ordered broadband as it was already in the building and waited in all day 9am to 5pm as Virgin Media uses the most inefficient companies to deliver their modem. The modem arrived at 4pm, I started the setup process and rung Virgin To activate they said internet would be up and running in 20 mins. 30 mins later still no internet rung Virgin and was told there is a fault and I would have to wait 48 hours for an engineer to come out and sort the problem. The arrogant customer services manager proceeded to boast about the 90% setups that are successful instead of providing an explanation as to why their service is do appalling. I went through this same problem with Virgin in another property, they provide the worst possible service and are the biggest time wasters. Each year with Virgin a Broadband there will at least 2 on3 time when there will be no internet. Instead of Virgin Media investing in their technology and customer service and providing a more reliable broadband service they are investing money in trying to get the public into space to kill them, If you have a choice do not use Virgin Broadband as they provide the worst possible service and always will.
- Location
-
- Location
- Derby
- Reviewing
- Virgin Media
- Date
- 2014-11-04
- Comments
-
Terrible ISP. Virgin Media have to be the must unreliable service provider there is. It may be dirt cheap but that's because 70% of the time you don't get the speeds you pay for. I my self play games a lot, I find that I can't play online at all as the response times are just too poor. The download speed gets cut off a lot too, I pay for 50Mbs but only get 5MBs most days its very rare I get what I pay for.
- Location
-
- Location
- United Kingdom
- Reviewing
- Virgin Media
- Date
- 2014-11-02
- Comments
-
Very very disappointed with the service I have had with Virgin Media. The broadband is great and very fast, that is when it is actually working! A lot of people told me to avoid joining them but I ignored them! My connection drops all the time. I used to ring virgin customer service who would blame it on the wifi, I kept telling them the wifi is still connected and fine and explained it was the connection. Their next excuse was that there are updates happening in my area to improve the service. I have been told this now every time I have called for the past 6 months but I never see any improvements. I have now give up. I even emailed the CEO who just replied basically saying "looks fine on our end". Complete and utter BS. I have already been in talks with other suppliers who are looking into getting me out of the contract. Plusnet were fantastic and I never should have left!
- Location
-
- Location
- portsmouth area
- Reviewing
- Virgin Media
- Date
- 2014-11-02
- Comments
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Yes the offer very good speeds but the service is just not reliable and drops out without warning and when you try to contact them you end up speaking to India to a person although very polite is pretty clueless and cannot give you an answer .I have had several periods is no service for several days at a time ,their whole infrastructure is just crap!
- Location
-
- Location
- derby
- Reviewing
- Virgin Media
- Date
- 2014-11-01
- Comments
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RUBBISH. The broadband is either not working or the 'technicians' are working on it. Its not just down for 1 hour its 8 hours plus.
They promise to knock ££££££ off your bill but that has to be followed up weekly. Wish I never joined them -_-
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2014-10-31
- Comments
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I've had a broadband fault for THREE MONTHS and Virgin is unable to fix it.
I'm calling Virgin for the 16th time today (I wish I was joking!) and they still don't know what the problem with my broadband is. It is dropping every single day, many times, sometimes for half an hour, for no specific reason. Each person on the phone tells me the same learned formula, and I wait for 8 minutes listening to music. They have no idea and keep telling me things are fine at their end, or keep checking something for weeks with no results, or just transfer me to other people who also say the same learned formulas. This is now over three months that this is happening. No results.
They have sent an 'engineer' to my property to check the phone. He checked that the phone was fine (but I still hear cracking noise on the line!). Then he said he has no idea about the broadband and told me that I know more than he does. He rushingly called his colleague, telling him on the phone 'you did the broadband course, right?' and has managed to get some VERY GENERAL information from this guy, which summed up to what I already knew - that my internet is not working. Thanks, Virgin, that it took you three months to determine that my internet is not working. This is a genius discovery.
I'm changing a provider today.
- Location
-
- Location
- Shepherds Bush
- Reviewing
- Virgin Media
- Date
- 2014-10-27
- Comments
-
Although we are paying for the fastest package, our broadband is mostly so slow it is unusable. Daily tests show that the max speed we get is 15 Mb - while we are paying for 152 Mb. What a laugh. The customer service people trot out the same old rubbish about re-booting and I have simply had enough of being ripped off. The only good thing about Virgin Media is the engineers who have come to see us to try to fix things (many times)are very helpful. I think the problems with Virgin Media are systemic and they are unable to deliver the speeds they advertise.
- Location
-
- Location
- glengormely
- Reviewing
- Virgin Media
- Date
- 2014-10-23
- Comments
-
14 yrs later with vergin and every new upgrade broadband speed gets worse on 152mb now and can no longer play multyplayer games due to major packet lose, if your a gamer don't touch them low pings but bad latency and packet lose very unstable and customer service haha if rebooting your modem dosent work forget it,,cant wait until my contract ends time to move
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2014-10-23
- Comments
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When it works, the broadband is fine. However, when there is a problem, it's difficult to convince Virgin Media to send a technician to the house to resolve the issue.
Specifically, I am asked to rerun tests on my router each time I call. This is inconvenient since I am often not at home during the day.
Service would be better if they had a record of previous technical calls/visits and didn't require me to rerun the same tests ran only a few days ago.
- Location
-
- Location
- Swansea
- Reviewing
- Virgin Media
- Date
- 2014-10-22
- Comments
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Student at Swansea university, in a house with 5 others, virgin seemed the perfect choice of broadband provider so we could all be online at the same time when we needed to do assignments or for streaming video. The service (when it worked) was fine, fast enough for all 6 of us. I'd signed up to a 9 month student contract. Once this device period was up, and we'd all moves out however, the next months of food money had been taken from my bank, and they were still billing me. After querying this via their online email form (as there is no way you can actually email someone specific and their phone lines are always full of people complaining, or closed), the explanation I received by what I can only described as a barely readable and and lazy reply was that I was now on a rolling contact became I did not call them to 'cancel' by services. My contact states a minimum service period of 9 months, and no where did I agree to any longer when I made an account online. I was not aware you had to give notice to 'cancel' and contact that was supposed to run out anyway! I replied to them with this, and was ignored.
I felt I wasn't valued as a customer, that I was being exploited as a 'young naive student', and now they are hassling me for bills issued from when I wasn't even resident at the property. DO NOT USE VIRGIN. Customer service like I have never revived before - non-existent.
- Location
-
- Location
- Southmead
- Reviewing
- Virgin Media
- Date
- 2014-10-18
- Comments
-
Where do I start...I've always been a Sky customer but since we heard that Virgin is so much better, we ordered the Big Kahuna bundle and noticed that we don't have most channels and we just got it a month go. Called them, spent hours and days trying to figure it out. Next day, woke up to no internet or tv service. Called again, they had sent the bill to the wrong person and accused us of not paying even when we explained that we had not received a bill (although what did I pay these 130 pounds for if I got the wrong bundle and altogether maybe 25 channels out of 250 promised and internet that comes and goes). And it's been a month now and still, absoulutely nothing.Internet comes and goes and all they want is money and more money for service they do not provide. Stear clear from Virgin, Sky all the way. Customer service is not the worst but no one has apologised or anything.
Very poor.
- Location
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- Location
- colchester
- Reviewing
- Virgin Media
- Date
- 2014-10-16
- Comments
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what customer service?
Internet keeps dropping out and not working for hours or days, 4 super hubs later and still doesnt work as it should and keeps going wrong. As well as the phone line gets cuts every couple months for no reason
To get away from this bad services they want £80 disconnection charge!!!
AVOID
- Location
-
- Location
- walsall
- Reviewing
- Virgin Media
- Date
- 2014-10-13
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2014-10-13
- Comments
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TERRIBLE CUSTOMER CARE. The VM engineer created a deep, 12 inch long scratch in our brand new wooden floors in mid-August. It's now mid-October and they've done NOTHING about it despite 5 calls and 3 emails. My advice: go with Sky.
- Location
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- Location
- Thornaby
- Reviewing
- Virgin Media
- Date
- 2014-10-11
- Comments
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We've been with Virgin for years. We have only suffered a few occasional service drops and they have been rectified pretty swiftly too.
We only had tv and internet with the until we. got a phone call on Monday offering us the latest router if we took out a phone line, too. It actually worked out £20 less each month, so we went ahead with it. They arrived today, hooked everything up, and tidied up when finished too.
I couldn't be happier with the service if I'm honest.
- Location
-
- Location
- Bath
- Reviewing
- Virgin Media
- Date
- 2014-10-10
- Comments
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The harassment and misery caused by this company which I have endured cannot even be calculated since I became a customer. Elderly and disabled people should not have to go through this, but nobody should.
A contract is just that. an agreement between two parties.
When that contract is broken, that is an end, but not with Virgin Media. Before I join any company I want to KNOW what I am signing for, but Virgin media are not at all happy about sending out a copy of the contract first.
They prefer 'verbal' phone contracts and then the difficulty is getting the service you have required. Either with connection faults, or broadband speeds.
They provide what is termed an 'up to' broadband speed like all other suppliers. But if you are only getting 60% of that speed will they allow you to pay only 60% of the bill?
Yes, eventually they might send one of THEIR employees to check to see if a fault is found and then tell you there isn't. Then you are liable to their extortionate charges.
How convenient.
Occasionally you may get a genuinely helpful person at virgin media who will do all they can to help, but this is the exception rather than the rule as the remainder of the staff are either inept of just plain not interested because once they have your money, that is it.
Where is OFCOM in all of this? As far as I can see it is yet another government organisation which has been set up to divert away the attention of the customer into thinking something is going to be done to protect them when all OFCOM is there for is to gather information but they do NOT deal with independent complaints so they are totally ineffective.
When VM first started the service was far better, but with overseas call centres, staff who really do not care ( and if they cannot answer your questions they cut you off) and the goal of trying to screw every penny they can, this is one company to avoid like the plague.
.
- Location
-
- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2014-10-08
- Comments
-
In comparison to the other reviews, I had a good experience with Virgin last year.
Our package was 60mbit. Our speed was at least 60mbit ALL THE TIME. It sometimes reached 70mbit. Very very few dropouts, never lasted more than 5 minutes.
Customer service has always been great. They even give you the mobile number and email of the person you are on the phone with (and they really do try and phone you back, even if you are in another continent!)
Signed up for a new package, they gave me a 6 month contract. Free installation. Slight wait for the engineer though, but that's the same in all the other cheap broadbands.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2014-10-06
- Comments
-
By far, indisputably, the least reliable and most frustrating broadband provider I have ever had, and I've had a few. Dropouts are a monthly occurrence and have lasted between 4 and 20 hours. Sometimes the phone line is disconnected without explanation. My average wait for customer services is 30 minutes. They offer nothing by way of improvement. Appalling. Cant wait to get away from this wretched wretched service.
- Location
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- Location
- Gillingham
- Reviewing
- Virgin Media
- Date
- 2014-10-06
- Comments
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Having been with Virgin for 15 years I changed to Sky last year and for on other reason then I came out of the warranty for the set top box I changed to Virgin.
When ordering I said I would only swap if they cancelled the £49.99 charge to activate an additional TiVo box. They said they could not cancel the charge but could put a £49.99 credit on my account. I said that would be fine. I called up to confirm that the credit was due and they said it will go on on my first bill.
Surprise surprise no credit on my bill. I called Virgin and spoke to a manager who said that there were no notes saying an credit was due. Now outside cancellation period so unable to cancel.
Do NOT trust anything Virgin say. They will tell you anything to get the sale and then deny all of it.
As for the broadband. 152MB really!! The maximum I have managed is 40MB and does tend to drop out alot!
DO NOT USE!
- Location
-
- Location
- South Manchester
- Reviewing
- Virgin Media
- Date
- 2014-10-04
- Comments
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Since the time i was forcefully told to upgrade to fibire optics being loyal customer for last 10 years + I m having night mare i might have called the help desk i guess 10-20 times all the time it is standard type reboot your modem log on do these and do that. The issue of connection drop of never resolved all the time engineer comes either replace the router or tell me that there is card issue in the area it has been going for last 2 months with no end in sight. Also they give advt about Usain bolt etc they should focus of customer services not ripping off the money.
- Location
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- Location
- swansea
- Reviewing
- Virgin Media
- Date
- 2014-09-30
- Comments
-
Virgin are so terrible. so far we have been with them for about two months and have called to complain about the terrible service maybe 5/6 times but nothing has been done. If we are lucky we have a working Internet connection for a whole day but usually it drops out every few hours or runs at dial up speeds. I usually end up having to just use my mobile data which is way faster almost all of the time (not provided by virgin).
- Location
-
- Location
- walsall
- Reviewing
- Virgin Media
- Date
- 2014-09-29
- Location
-
- Location
- walsall
- Reviewing
- Virgin Media
- Date
- 2014-09-27
- Comments
-
Frustrated and angry that no one in virgin cares.they take your money after hard advertising, tie you into 18 month long contracts and dont deliver. Customer service is non existent because the poor lowly paid muppets on the end of phoneline are not interested in what you have to say and the may never speak to you again. I have only been with virgin media since 6th september and to date have haf no telephone service. Had tv and broadband working for a fouple of weeks butbtv kept buffering. Now have no dervices whatsoever from virgin. My package is big kahuna with movies sports and HD including phone. I have none ofvthese eervices.operational but virgin still want to take money from me. Rubbish, rubbish, rubbish. Dont evenvthink about going near virgin because all these reviewd cant be wrong. Im now dtill waiting for an engineervto fix the problem but no assurances when. Its a joke but no one especially me findsit funny
- Location
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- Location
- Notts
- Reviewing
- Virgin Media
- Date
- 2014-09-26
- Comments
-
Absolutely fine until the day you encounter a problem or attempt to cancel due to their price increases mid contract. Call centre staff lie with the aim of eking out a little bit more cash from you before you leave. Once in the "system" nothing is reversible and any complaints can only be dealt with in writing within 28 days (contrary to what their own complaints policy states and presumably so people tire of the stress of the issue and give up the money virgin demand just to get away from such a shoddy company). No matter how pleasant staff seem on the phone always assume their seemingly casual questions have an agenda, take names and record dates because no matter how normal a call seems in my experience they will be attempting to take more money out of your pocket.
- Location
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- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2014-09-25
- Comments
-
Always cuts out, We never get 60 mbps unless we call up virgin and they literally boost it up to 60 which proves that they are controlling our dl speed and are making it poor on purpose! The download speed is normally 5 or 10!
- Location
-
- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2014-09-21
- Comments
-
Very poor, been with them, since before they got their hands on the system. (Blueyonder/NTL etc).
Price going up and up, service quality going down and down.
Avoid, they try to con you into new contracts without clearly informing you.
I suggest that you look elsewhere, their system is way over subscribed, and they are not interested in long standing customers, they are only interested in signing up new customers.
I am supposed to be on 100mb, not even seen half of that in at least 6 months, and usually get less than a quarter of that, and sometimes only get around 2-5mb.
Branson can swivel, and take his p1$$ poor internet/tv company with him.
- Location
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- Location
- Bexleyheath
- Reviewing
- Virgin Media
- Date
- 2014-09-18
- Comments
-
My bundle is 50mbs but what I get is 10/20mbs. So where that 50mbs???
I lose connection to internet several times a week.
Very, very Poor customer service. Practically non-existent.
I with Virgin for nearly 4 years and I think now is good time to leave.
I really fed up with all virgin media lies. Advertised 50mbs internet, but I get a not reliable 10/20mbs internet.
- Location
-
- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2014-09-17
- Comments
-
I would advise anyone looking to go with virgin media for any service to not waste their money. They are money grabbing and horrendously unfair, leading people into contracts they are not fully aware of and taking more and more money they are not entitled to.
- Location
-
- Location
- Northern ireland/ Belfast
- Reviewing
- Virgin Media
- Date
- 2014-09-16
- Comments
-
I have been with virgin media for over 10 years now, in the space of them 10 years I have had to get a leats 15 new internet boxes, one of the boxes even blew up on it self. To starts of the internet speed is so crap how can use keep us on 20mg for over 10 years a long term customer. For new customers that join use they get better deals than me. I'm paying near 30 a month for the worst connection ever to even make it worst it nocks me offline every half hour and takes about 6 hours to work again? So that's how I feel about virgin media!
- Location
-
- Location
- lewisham
- Reviewing
- Virgin Media
- Date
- 2014-09-15
- Comments
-
We switched from BT to Virgin over a year ago in our efforts to be more cost effective and now we're switching back to BT because of poor internet connection. I work from home and the situation is now impossible. They say you get what you pay for, I don't recall these problems with BT and I wouldn't recommend Virgin especially if you rely on it for work purposes.
- Location
-
- Location
- Falkirk
- Reviewing
- Virgin Media
- Date
- 2014-09-14
- Comments
-
Was promised this, that and the next thing.
The only thing that works without problems is the phone line. Broadband 100Mbs? more like 9-21Mbs.
TV - picture keeps going and sometimes sound isn't in sync with picture.
ITS MY FAULT. MUST BE MY EQUIPMENT. MUST BE MY AREA.
There is nothing wrong with my equipment - supplied by them.
Would not suggest anyone to touch them. If I knew this on 10/08/14 then I wouldn't have bothered.
Customer Service - Whats that? Don't think virgin knows what that is either.
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2014-09-13
- Comments
-
Terrible service. Broadband and wifi constantly breaking down.
Expensive and poor customer service. Very poor value for money!
- Location
-
- Location
- United Kingdom
- Reviewing
- Virgin Media
- Date
- 2014-09-11
- Comments
-
have been working as a key worker for some time now helping a man with learning difficulties take back control of his finances and manage his debts.
Unfortunately over the past few weeks I have had to deal with virgin media. Within the call centre I have been told conflicting information time and time again and it boils down to the fact that as a company they are completely incompetent.
The man I work with has obvious learning needs, he was sold a product via a door to door sales man which was £7 for 6 months and then £14 per month thereafter (18 month contact).
The issues I have are 1) the man in question isn't capable of attending a doctor's appointment alone, so how they can think he is able to commit to paying for Virgin Media is beyond me...
2) the month virgin was installed he was arrested held in custody. He was incarcerated for 6 months (he has mental health issues) at the time virgin were contacted and told that he would be unable to pay. At this point they took his box and the service with them ended.
From this moment onwards, virgin have pursued him for just short of £70. This amount is small, but he has no money and is unable to pay, Furthermore, he should never have been sold the product to begin with.
When I have spoken to virgin about the account they informed me that if I was able to send proof they would write off the debt as a gesture of goodwill. I sent in proof of incarceration and from then on matters with virgin have got worse.
Today I took it to a complaint within the call centre as it had gone on too long, I was patronised by an utterly incompetent 'manager' called Leanne after I had been kept on hold for 30 minutes (on a 0871 number!!!) I explained the situation, she then bluntly told me that he has signed the contract and therfore had a duty to pay. When I elaborated that the guy I work with in unable to read and write and was clearly taken advantage of and miss - sold the product by the sale's man she was unsympathetic and said they were unable to reduce the balance.
Virgin Media record calls, but informed me they are only listened to for training purposes... so as a result they are unwilling to listen to the call to find out if I was misinformed and unwilling to listen to find out whether or not someone called when he was incarcerated...
I find this company's conduct completely unacceptable in their treatment of vulnerable people. They need stopping.
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.