• @willsh @Amelia_Torode you're not alone - most commented post on my blog: http://www.crackunit.com/2007/02/12/virgin-medi...
  • Don't get me started. You've probably heard this already, but if you haven't...

    http://www.youtube.com/watch?v=Gp0HyxQv97Q
  • Ged
    I can't say I am terribly surprised if you are looking to change I can recommend http://f2s.net
  • I'm sure once it's set up it'll work just fine (fingers crossed) being as it's based on the old Telewest / NTL system, which I've used for a few years with absolutely no problems at all...
  • Mike Pearson
    Oh dear, that's not pretty.

    Personally I'd rather deal with a range of companies who know, and do, their narrowly defined jobs well rather than an aggregator. Overall I reckon it's less hassle because when things go wrong you're more likely to have your complaint dealt with by an expert.

    I get my broadband through a UK specialist called Zen. In the 4 years I've had it there's been one problem. I waited on hold for 2 minutes, got put through to a support rep who ran a line test their and then, took me through a whole sequence of sensible diagnostics and concluded the physical hardware in the telephone exchange was broken. Which it was. BT came out and fixed it, and I was up and running again. All sorted in one 15 minute call.

    He knew his job really well & he wasn't running through a script like some kind of meat-puppet. The quality of the experience meant I'm going to stick with them despite the fact they are by no means the cheapest supplier out there.

    In the case I think you do get what you pay for.
  • I used to use Zen. Once I had a problem. The man said he'd call me back at 9am. He called back at 9am, on the dot, not one minute past, at 9am. He also helped me set up my router. A router that Zen don't even officially support. I liked Zen. They were great.

    But it's the hassle of having to have a BT line installed that I resent paying for. But not as much as I resent Virgin Media and their overpromising of 'amazing customer service'...
  • Richard Bourne
    Hello Ian

    just been reading your blog about your recent very poor experience at the hands of our call centres.

    I'm very concerned, please can I give you some direct assistance?

    I'm the complaint reduction manager at Virgin media and can fix this problem for you.

    Please call me on 0161 *** *** [Iain: I thought I should edit that bit out], its my direct line. I'm here between 9 and 6 daily

    I hope you will call

    Best Regards

    Richard
  • Hi Iain,

    Sorry to hear that you've not had a good experience.

    I've asked one of the customer care team to get in touch to see if they can help resolve the problems you've had - hopefully you have received this e-mail.

    If you get any further problems feel free to drop me an e-mail (address included in this comment submission) and I'll see if I can help.

    Once again, apologies for the problems you've had.

    Regards,



    Alex Brown
    Senior Product Manager
    Product Management, Virgin Media
  • Oooh. Look at that, customer service have hunted down your issue and come to the rescue? Have they solved it for you? Or are they solving the entire problem?

    I saw a worrying ad on Sky One last night that seemed to infer that Virgin are going to scrap the Sky elements of the basic package. If that's the case, I see no other recourse than to rip the cable out of the wall and just get Freeview.

    My IP is a pleasant little cottage industry lot called MacAce. I'm convinced there are just two of them working out of their nan's back room in Cornwall. It may cost me the same as your triple play deal, but I get to speak to the nice chaps direct. And instantly. That is IF I have a problem. And I haven't yet.
  • Interesting and impressive to see that Virgin have posted here. That's a good sign, no?
  • Have to say, great that it's all been sorted, but I don't know what you thought you were doing signing up for Virgin. Maybe the package looked best on paper, but ... Virgin? Virgin? No way. Perhaps you don't have the same "everything that cheap, crap brand touches transforms swiftly into cheap, plasticky crap" feeling that I have. Perhaps I'm just cynical? Nah, that can't be it.
  • Oh god, I totally sympathise. I had a similar customer service failure with my mobile.

    I think it's good to blog about it this and not that self indulgent - that's one of the powerful things about all this after all (and it was an entertaining read). Previously this sort of stuff would have remained in your personal experience (and some friends in the pub). Now it's out there in the world a even Virgin reps have read it and tried to do something. Plus points for them for actually scouring blogs for these experiences - at least they get that this is a good avenue to salvage their brand help their customers.
  • Greebo
    Today I discovered that none of my compters are covered by PC Guard any more because I have exceeded the number of licensed installs (three).
    When it was Blueyonder there was no problem. If its free then what do they gain by stopping it... without warning? My kids had homework to do and I wouldn't let them on their old refurbished P3 compaqs until this was resolved.
    ...allow unprotected internet access to minors? you may as well drink a bucket of Hepatitis infected blood.
    Blueyonder.. I mean Virgin Media got a stiff email threatening to leave.
    Try and get on to the self help pages now.... I dare you! If you like a long boring wait and a lot of "the connection has timed out" messages then you'll love it.
    Bring back Blueyonder. It was excellent and you could always get onto the website.
  • JD
    I wonder if Mr branson knows how appauling virgin media and the call centres are!!!!

    i have experienced all the same problems from call centre staff . long waits shallow promises, return calls pc guard not being able to be accessed because i have not used my account in the past thirty days??? again used it 5 mins eairlier and having children using the net with no support.

    Pune(india) call centre say good morning at 8pm here lol. i was threatened to be sued by a member of staff if i went to OFCOM watch dog .

    Mr bransons company is supposed to be the leaders in the communication industry but in reality cant communicate with their so called valued consumers they cant communicate with their own departments.

    virgin media just look what happend to itv digital. 13 replys to this guys problems = 1 member of staff could be made redundent as a result of 13 customers walking from VMedia with the valued cash that pays the wages.
  • Bob
    hello, and i agree with the comments! also, my friend had blueyonder - no problems, he said it was PERFECT! - but now it's vigin, oh no! He says it crawls, worse than dial-up, and he tried to contact virgin media, well uess what? yep, same problem. On hold for 20 mins, to find someone on the other end say "oh, we are sorry for any inconvenience, but it seems that you are having problems with your cable connection", well yeah, likely lol! hes had blueyonder for 3 YEARS and he has cable tv (no problems), so why on earth would it be his cable line? tossers...
  • pinky
    hi,well ian im sure your problem is just another trivial one for VIRGIN ,
    i signed up with NTL/VIRGIN when out shopping one day,was mithered the living daylite out of me, so i thought well why not,RAJ promised me the world....same broardband speed,and free calls 24/7 as bt,plus this all new tv system,
    so having asked what i payed with bt he matched it but with the tv large pack as well,
    what a bargin i thought...all for just £38.99
    so in goes the order....no mention of a £25.00 conection fee...but never mind its a bargin..even better when he tells me i will get £50 for each person i recormend.
    so i tell my mate jo....great she signs up too same package,
    my big day comes...great,all singing all dancing!
    jo's day comes ,hmmmm raj forget to tell her she carnt get digital...or broardband,so i dont get my £50 and shes pissed off!
    anyway i was so impressed i rang to upgrade to the XL tv package...i ask how much will it be?
    well your curently paying £41.50 for your tv and phone oh and £18.00 for internet...something really didnt add up there...i signed a 12 mth contract for £38.99 so whats going on i ask????/
    well it took 4 ppl in a call center and finally 1 person who was fantastic in another to try to make sense of it all.i was on the phone for 51 mins,
    i was asked to send a copy of my aggrement to them,which i did next day,only to be told today now my payments are £44.00 i really aint a clue what the guy on the phone today was chatting about,he said that virgin dont have sales ppl in shopping centers so what was he????and that all i could speak to was the canncelation team...due they want rid of customers?? or just the ones who decide to speak up?
    im still waiting for an answer on the questions i asked and also a call back from a supervisor,sorry to have a rant but customer care???? dosnt don ot for me sorry!
  • JD
    Call centre staff take note upset customers mean job centres
  • lee thompson
    iteresting read this, i am now an old telewest customer, have a 3 deal package for £46 a month. Have paid for 2 years. all i have had from virgin media is a letter saying my dd name will change to virgin media on my bank statement, and then some naff leaflet about the virgin channel? (which i think looks like a pile of shite)

    Now is that all we get as loyal customers? no new deal? no expanation? anything?

    i see the adverts evreywhere and i dont get it? what exactly are they trying to sell thats different to telewest? why are they advertising 3 for £30 when they quiet clearly are not? surely trading standards should be involved in all of this especially now they have lost sky.

    i am a very very unhappy telewest rebranded as virgin media customer.
  • graham
    I WISH ID NEVER HEARD OF THIS FU@@ING COMPANY. Supposed to get my Virgin broadband activated on 13th Feb and still without internet at home. Gave Virg my MAC code, they said thank you and sent me a modem, activation date email, and welcome pack. 13th came and went, as did my Tiscali connection but no Virgin activation. Phoned dopey customer service person (number 1 out of 50 probably) the next day who said i never gave them a MAC code and had no details of my broadband order. Said why did you send me a modem, and activation date then? Why is my Tiscali not working? She tells me there must be fault with my computer / BT line. Go on like this for ages, I put down the phone and think of Kafka. Now i have discovered that they have put a marker on my telephone line even though my account is allegedly non-existent so I cant even go back to Tiscali or anyone else for that matter. Virgin deny having the marker on the line, BT Wholesale say they have. Must have spent about £50 quid on phone calls to their stupid 25p/min help line. Now Virgin admit having a marker on the line, but they cant give me a MAC code because my account was never 'active'. I say who's fault was that...grrrrrrrrrr Now i have to wait 18 days or something before my account is "properly cancelled" again before they will free up my phone line. I dont think that ever in my life have i met such a bunch of inept people or have had so much grief. NTL were bad, way, way bad.... but nothing like this.
  • Lorraine Fryer
    Well look at you getting messages from Virgin customer 'service' people, themselves. I have recently, like many VM customers, I'm sure, had reason to contact the customer 'relations' dept. They must all be busy scouring the internet for disgruntled customers because they are almost impossible to get hold of on the phone. A half hour wait is nothing then you get through to some who cares not a toss about you and says thing like '...well you could go to Sky, whatever.' I am very disappointed in Virgin's recent behaviour. We all know murdoch is one of Satan's own but Branson is turning out to be not much better. What I don't get is they keep banging on about how their customers are on their side but when you look about the web, find blogs like this, talk to real people etc there is very little support for them, the only ones who do seem to are anti-murdoch rather than pro-virgin.
    Ah well, hope it all comes right for you in the end, sorry to rant, but I am a bit fed up.
  • Tracey Dinsdale
    Ive come to the conclusion that I really am that person who is impressed by all the advertising hype. Having experience NTL before and move away from them rather swiftly why on earth did I not take notice of that voice in my head. DONT DO IT!!!! We changed to Virgin media three days ago. Having had broadband previously supplied by NTL and SKY tv and bt phone. Was offered the VIP package and was actually going to make a considerable saving on monthly costs. The TV picture is a pile of crap, I only have one phone working in the house and it should be four. I have tried and tried and tried to get through today and finally decided that was it - I would arrange to disconnect to be told that I had to give 30 days notice. This VIP package doesnt include free call divert which is essential for my husbands business. I was holding so long the battery went on my cordless. The guy swiftly agreed to ring back. Well the phone rang and then went dead and Im damned if Im going to sit in another hour long queue. The only saving grace is the broadband is considerably faster and Im actually quite happy with that. You just cant get through. One of the call centre (india) asgreed to send out an engineer on which would be at MY COST!!! Ah get real. Now Im looking for a quick fired way to get through to Branson. I always believed in the Virgin brand but this experience has just completely put me off the lot. Never again and if anyone is thinking of changing DONT DO IT. It will probably take me weeks to get back to BT and SKY.
  • Debbie
    VIRGIN MEDIA WHAT A JOKE
    I gave 30 days notice to cancel as stated in thier terms & conditions and was told my services would end 02/04/07. They turned my tv services off straight away. I phoned and was told it had been put back on just reboot the box and it would be right. I did and nothing, so back on the phone i went only to be told that nothing could be done untill monday because the department closed at 5. (this was 5.10). so monday morning came i went on the phone again and was then told that they would send an email to the department and it could take upto 48 hrs to be resumed. It is now 5.30 tuesday and still no tv. I will be back on the phone again in the morning and they can turn the lot off and my direct debit will be cancelled no way are they going to have another penny from me.
  • Melanie Drake
    Virgin Media are rubbish and way behind. I've been with HomeChoice for 2 years and with the annoying exception of needing to turn the box on and off once per week (don't ask) I've been pretty happy with their service. Now that Tiscali has bought them I hope there'll be no loss of service quality but we shall wait and see. Also Tiscali are coming out with a PVR in July while Virgin won't get around to that 'til end of the year... maybe. I love Branson but he should stick with flying planes.
  • Karen Davies
    I wrote this very lovely and patiently worded email to Virgin's complaints dept.
    If anyone has the email address of someone that would actually be able to help me and rectify the situation then I would be very grateful.
    Good blog by the way, funny yet informative about your experiences, also very good to see that the Virgin customer services people have made a point of getting in touch with you :-)



    To Whom it may concern,
    Recently we decided to upgrade our cable package to include Broadband.
    When we phoned up to do this the gentleman on the end of the line gave us a very reasonable quote for cable and broadband costing a total of £32 per month (£10 more than our monthly bill at the time). The man then went on to tell us that if we opted to have a land telephone line put in too then that would reduce the monthly bill to £30 a month! Now as good as this sounded we decided that the best course of action would be to stick to what we wanted - just the broadband and cable. (I won't bore you with details but the reason for this is there are 4 of us sharing a house and it would be a nightmare sorting out yet another bill between us).
    So we told the very helpful customer service/ sales person "thank you very much, but we'd just like the £32 a month option as we only want broadband wireless - we've already brought the router thanks". We asked over and over again if there were any other costs or extras; "Are you sure that this is all it is going to cost? What about downloads and stuff - won't it be extra?". "No, that's all it will cost" we were told.
    So happily we agreed to the new 12 month contract at £32 a month for cable and broadband wireless.
    The nice man came and installed our new boadband box and hey presto we were up and running.
    We didn't even complain when you guys changed over and our cable and wireless went off on a few different occasions for several hours each time (after all we thought the change was for the best).
    Anyway, our first bill arrives after having the wireless broadband installed and low and behold it's huge!!!! Not the £32 that we had been told to expect but £44.50.
    So we phoned up the customer help people and were told that this was what we had agreed to. I can safely say it wasn't.
    Now as nice as the customer service people are they weren't particularly helpful. They told us that yes this was an old deal and we couldn't have been sold this. But if you listen back to the recording of us speaking on the phone and agreeing to this contract you will hear your sales person state clearly on more than one occasion that it would be a standard £32 a month for the duration of the 12 month contract.
    We would very much like this matter to be resolved as soon as possible.
    All that we ask is that the agreed contract of £32 a month be reinstated and the difference in money returned, or failing that, that the whole contract be cancelled.
    We're not particularly happy that we have lost some channels and now have found out that we have been completely mis-sold a new contract.
    Please can you look into this for us and come back with some helpful and viable solution?
    Many thanks!
  • Andy
    I transferred my TV services over to cable in November of last year. Since then they have got my bill wrong every single month, wasting my time having to call to get it corrected. Every time I am told not to worry. it'll be fixed this time. Needless to say, it never is, and no one seemed particularly bothered about solving it.

    I finally reached my breaking point yesterday and cancelled completely. My services finish in 30 days and after this terrible experience I will never be going back. Morally I am with VirginMedia and back them completely in the recent dispute with Sky. But i'm going back to Sky, I don't want to give my money to Murdoch (that's why I left them for cable originally) but VirginMedia have forced me over to him due to their appalling customer service. Even now I am hoping I am contacted with a solution, but I don't expect it and am resigned to going back to Sky.
  • Andy Moreno
    I transferred my TV services over to cable in November of last year. Since then they have got my bill wrong every single month, wasting my time having to call to get it corrected. Every time I am told not to worry. it’ll be fixed this time. Needless to say, it never is, and no one seemed particularly bothered about solving it.

    I finally reached my breaking point yesterday and cancelled completely. My services finish in 30 days and after this experience I will never be going back. VirginMedia have forced me over to Sky due to their appalling customer service. Even now I am hoping I am contacted with a solution, but I don’t expect it.
  • willj030
    i thin i can speak for many customers of "Virgin Median" = a pile of shit that all we watched in our house was sky one and and other sky programs now the first thing i realised was that they are breaking there contract in not providing us with the chanels we are paying for. they have unritfully taken away 6 chanels and should b sued by evey customer this has caused a massive up roar in my family as we "were" all ntl customers and the first thing we all did was change staright to sky which we found out that the pakage we had was actually cheaper than ntl and it was sky plus what we had installed all i can say is sky 1 virin media 0
  • Janine
    Virgin Media stole 250 quid out of my bank account without telling me, when I tried to change 'bundle'. Their fault, they admitted. Can I get it back - can I hell. Was told 'chances are, you might get it back next week'. Wish I could run my company on empty promises!
  • John
    I've tried to transfer may broadband to Virgin from Tiscali, due to Tiscali's poor customer services regarding over charging me after I downgraded my service. This was never repayed.
    Anyway within minutes of ordering Adsl with Virgin I get a email & a text on my phone assuring me it would be done within 5-7 days & I would lose my Adsl connection for 1/2 hr. 8 days later & 2 days without internet I tried to contact them.
    After many phones calls to Virgins Customer Service where I went through auto-menus only to be cut off & numerous emails all of which were ignored. I decided to ring their order line & order it again.
    They took interest & did lots of checks until I finally stopped the women in her tracks telling her I actually already ordered it & after 8 days still not internet.

    To cut a long story short they blamed BT.
    So I contacted BT who rang me back saying I need to get my ISP to contact BT Wholesale....who don't deal with the public.

    So Here I am waiting for xmas!!!!!!!

    BRANSON...YOU GOT THIS TOTALLY WRONG!!!

    Custmer service is Hopeless!!!!!!!
  • angry broadband user
    i got virginmedia broadband it is absoultly rubbish all the adverts say there brilliant but they aint i cant even play a game on the internet for 15 minutes without lagging usually well 99% of the time i cant even connect to the internet and its takes 15 minutes for a site to load or my homepage so you know if they dont fix the damn problem there loose, and loose loads of profits and hopefully sky will win cause sky is a 100x better

    yours sincerley Angry broadband user
  • Jo in manchester
    Thanks to all the above people who have told their stories - I now feel much better, knowing that i am not the only one to have such bad experiences with the VM call center - also your sense of humour has made me laugh and has brightened my day.
    I must add, that when it was NTL i was treated very well indeed with any broadband queries i had, when they merged with Telewest things started to go down hill for me but now with VM, twice this week. i had to ring them with queries re my broadband and found the person on the other end of the phone did not understand what i was asking of him, as he kept giving me the wrong info, maybe this could have been a language problem, but both times i had to just give up, one i eventually sorted out for myself and the other problem regarding frontpage was answered for me on a frontpage forum.
    I do hope VM sort themselves out and soon or they won`t have a business left to sort out.
    good luck to all VM customers
  • james
    i never had any problems with blueyonder over my 7 year full package subscription with them. Since virgin took over it has been a whole different story, a horror story i should say. Virgin's customer support is a disgrace, as i must have spent at least 6 hours this month over the phone with them while trying to resolve the sudden technical issues I have experienced both with my tv and telephone services and i'm really fed up with their incompetence. Why the hell do we have to put up with greedy companies swallowing up each other just for them to get their way on the expense of the customer? I am now ready to switch to sky and will definitely stay away from cable unless it becomes the decent company it used to be when it was still blueyonder.
  • John
    VM is the perfect example of all future blood sucking 'make as much profit on the expence of everyone else' corporations and it can only get worst i'm afraid! Tesco is another great example...
  • Once bitten Twice shy
    That ad is bogus. Installing people with cable modems that are 5 years old, won't even lock onto the starting frequency, poorly trained agents to call and get passed all around, billing mistakes and where is all this High Definition material we have been PROMISED? Some companies will say anything to get your money. Best thing to do is to check out the company thoroughly before signing a contract or using their services. One more thing, your still dealing with NTL......they're just the Virginmedia name to disguise themselves.
  • Gullible
    Been with BY since they started and was very happy with the full package they provided. Once the merger with NTL came along, so did the problems, lousy customer service, poor service etc. A shining light on the horizon, Sir Richard and the Virgin Brand are going to sort things out, Hooray!

    Result, loss of sky channels, (even on the premiere movies, 9 and 10 now gone, and whats left many not starting until late afternoon)

    Double billing problems - oops sorry sir, an oversight, hmm, call me cynical, seems like a good way to earn a bit of ectra interest,

    Internet keeps dropping off, 10Mb connection, are you downloading a lot sir? "No i am trying to connect" - Oh someone must be downloading lots of information! "Well do something about it" I will contact our support team. Result, nothing, had to wait for whoever to finish their downloading.

    TV Package etc - told to stick with Virgin as they will be bringing out some great new channels (2 Virgin Centrals showing the same porgrammes) - Branson announced anyone who wants to leave will have until 30th March to cancel their contracts, phoned up, and told stay with us, great things are going tohappen. They did, i phoned up tonight saying how fed up i am paying for the full package, movies, sports, BB etc. TV Drive continuously breaking down, so i want to cancel. Oh sir, you still have 10 months to run on your contract, and to default will mean you will have to pay the out standing amount. BO!!0cks says i to the operator and slam down the phone in anger.

    Virgin, i doubt it, as i feel well and truly screwed.

    Mr G
  • Chris
    Vigin customer service sucks. Watch your phone billing carefully they wont believe you if you say you didn't make the calls even though you can prove you didn't.
  • Brig
    What a great rant. I truly felt your pain, joy, and exasperation -- not only because I've suffered a near similar sort of affliction with the God-forsaken Vigin-Media, but fundamentally because it was so fantastically detailed.

    I soak myself in the wonderful drug that is nostalgia, when I recall the days of Telewest/Blueyonder serving their duty as my ISP. What trouble free days they were.

    I, like yourself, had great hopes for Virgin-Media.

    Then it quickly became apparent what Virgin really was; truly THE Abomination of Hell's work is what! The ugliest sin to of ever been ejaculated from Satan Himself. A sin that took joy in feeding on the misery it was making my life into. The thefts, lies, dirty cheating deals and that disastrous and miserable excuse of a department that they dare to call "Customer Services."

    And I'm now at peace again - because I've canceled. Yes indeed. After many years of virtual connection to the world, I will soon be untangled from the Web, and I shall now enjoy the more gratifying things in life -- like perusing over the massive Gigabytes of media I've downloaded before losing my connection, and snickering about the 160 quid I've managed to run my bill up to, so far.
    Tee hee, Chorkle!
  • Woz
    Iain,
    Lol...youve had it easy:) Ive had this fruckass going on for 5 WEEKS !!! Yes 5 Weeks!!

    Let me explain the frustrations.

    I was a NTL cable BB user for over 10 years...no problems with a few minor hiccups, of about 4 days outages per year on average. CustomerSupport or BB Support was actually VERY good technically competent & alike. Ive stayed with NTL thru its 10mb srvice & when the announce ment that VM was taking over & merging all of the groups & would give me for free the 20mb XL service....well I jumped at the chance.

    I found out that my region would receive the necessary upgrades on 23rd June from 10mb to 20mb. My 10mb srvice was sweet, stable & reliable.

    The 24th June my problems started.

    Web pages wouldnt load, ping tests were giving me 200kb to 300kb/s on the download but the upload was stable.
    BNow I know whats in the NTL / VM network as I work for their supplier for their CORE network & I tried as ethically as possible what the problem was....here begins the fun.

    First Im passed to someone that hardly speaks english & asks me for my MAC address, Postcode, username & password 3 times! When I try to explain the issue to him, I am told that 2253kb/s is 20mb download speed...o....starting to lose my patience now...this guy is not tech savvy & Im wasting my time talkin to this guy. I manage after 1 hour to get hold of a tech savvy guy who spends 12 mins with me & then realises what Im saying. He calls me back at home. Remember VM now charges 10p connection & 25p per min when talking to their tech support.
    2 hours we are on the phone trying to get things running, he re-configs the modem remotely by firmware etc etc etc all to no avail. He` lll get an engineer out...but its going to be 10 days!
    10 days later, the engineer arrives...1 spotty 18yr old that probably learnt his networking skills playing quake than in a telecomms company. "Yep, its not working, I`ll report it back at the office!" No cable modem test, no street side testing nor UBR port checks. I should hear back from VM in 3 days.
    Now Im not going to wait 3 days so the following evening, I explain & complain that no checks were even done at my residence. "we`ll resend another engineer to you, buty tht wont be for 4 days"..."Unnacceptable"..I request to sp[eak to a senior manager of which I am told she is & finally get a "we will have an engineer with you in 2 days, that will resolve the problem there & then!"
    2 days pass....no engineer shows up! Now im fuming!!
    Onto complaints dept..."im not paying for this month & i want compensation for being messed around & I also want to drop from your porr XL service to your M 4 mb service!". A Very polite woman helps me through the ordel makes credit adjustments to my account , apologises profoundly for the whole affir & promises to raise an official complaint & get a new engineer to me in 5 days.
    OK! So now I`m on the 4mb pacakage! wooho...all seems stable & great a constant 4mb doen stream....great!
    The following day the 4mb link starts playing up & again im getting 200kb to 300kb/s. Absolutely pi$$ed off I contacted the same woman as I spoke to & explained the situation.
    ===========================================
    NOTE: Once you get a good customer Service tell them they are & ask if you could return back to them but would they give you their FULLNAME or extension number etc. That way you can save a ton of cr&p.
    ===========================================
    She then gets Tech support to ring me in 10mins at home.
    20 mins later I have another offshore gent call me that hardly speaks english & says the 300kb download is sufficient for 4mb downloads. I think this guy went to the same school as the others..or was there a school?!
    After arguing & proving my point after the guy tries to start reading to me from his "auto-cue" card, he goes off & talks to a techy. "Ah, tere is a problem we will call you back in 1 hour!" Ok, cool.
    Eventually he got back to me & explained that my modfem was NOT properly set up on the network...remember the same modem that I had for my 10mb that worked seamlessly. OK, reboot the modem & all should be fine.

    Reboot, Retest & WOW! the 4mb now works, seamlessly.
    "Ah" I think to myself "if theyve reset up the modem correctly on the core I should now get 20mb no problems", so I call up explain the whole scenario..remeber that I told them all of this 2 weeks ago & re-apply for 20mb XL service.

    ^^^----THE BIGGEST MISTAKE OF MY LIFE---^^^

    The engineer finally arroives to resolve my 4 mb connection (as it says on his ticket), realises its a 20MB XL issue & then explains "Its the UBR is under capacity, your streetbox, modem & house to UBR line is perfect. I`m fed up with having to come out to 20MB XL customers cos there is nothing we engineers can do. The management knows wghat the problem but they are just stalling & seeing how much they will lose. I dont even know if its going to be fixed or when!"

    Extremely pi$$ed off as VM are clearly playing games but sympathietic to the guy that called we actually start talking tech & we both now what the problem is....mis-management & poorly managed n/w structure at the regional UBR/ HUBs. The engineer & I had a cuppa had a laff...before I blew my top & when I was showing him out of the door I noticed he had no van..you know the glitzy VM logo`ed vans. Confused I yelled out...."You ok mate?!" thinking petrhaps hed parked on the main road away from our cul-de-sac. "Yes he replies...Mrs has tea on the table, gotta shoot!"...."what you live locally?"....."Yes next road down!"


    ..........3 fucking weeks for a guy to walk 200 yards!!
    Now I am angry!!!!!!!!!!!!!!!!!!

    The issue however still goes on.
    I am now considering ditching VM in whole & going over to BT or a BT leased ISP.

    Note to VM: - If it aint broke dont fix it!
    Note to potential VM subscribers - Buyer beware!

    ---peace.
  • Woz
    I should add that when I refer to 300kb/s download thats the pipe...less than 0.5MB line connection & not download ing at 300kb/s which is approx 3MB line connection.
    Sorry its late im tired & frustrated with VM!
  • Hi,

    I too had a terrible customer service experience at the hands of Virgin Media. Like many, I am a loyal Blueyonder customer of many years and remember when you could ring up with a problem and speak to somebody who understood you and your problem and most importantly was able to get an engineer sent straight out to investigate.

    The other week my connection became shaky for three or four days for no reason. Sometimes when I turned the cable modem on it wouldn't establish a connection. Sometimes it would be just fine. I rang their "customer service" to wait on hold for 20 odd minutes and then speak to someone who was unable to deviate from his script. Despite the fact that I'm technical and already knew where the problem was he insisted on reading me out the IP address of my cable modem even while I repeatedly told him I was looking at it's configuration page and reported exactly what it was saying.

    After getting nowhere for 10 minutes or so I asked to speak to his boss. He said OK and put me on hold. So I waited. And waited. And waited... 10 minutes later he comes back on the phone and starts again from the beginning of his script. I reminded him he told me he would put me through to his supervisor and he suddenly apologised and said he would (again). 10 minutes later I'm speaking to someone who claims to be his supervisor (although I felt it was more likely to be the guy in the cubical next door) who again couldn't do anything to help.

    Basically after wasting an hour of my time they told me that there seemed to be a problem in my area and it should be better in the next few days sometime. Yay! I also asked how and where I could complain. They told me there was an email address on the virgin media website. So I wasted a further half hour of my time writing an email to that address telling my story and complaining about the u-turn customer service had taken since Virgin took over. A waste of time because apparently no-one reads the emails sent to that address anyway...

    Anyway - did you ever resolve this? I'm going to resolve my issue in the only way that I can, which is by cancelling my account and moving to someone else. Can anyone suggest someone reliable and most important someone who will try and fix a problem when it occurs rather than ignoring it?

    Cheers,

    Kelvin :)
  • David Webb
    Mine is a somewhat different tale, but it still all comes down to VMs lack of customer care.

    I wanted to see the Rikki Hatton fight. Normally I would have expected to see it on Sky Box office. This time however I discovered at the last minute that it was to be shown on Setanta Sport 1.
    I rang the 150 number to find myself talking almost immediately ( there is a God after all I thought) He said that I would be connected, but might have to wait for 24 hours, that was a blow since the fight was only about 16 hours away. I didn't get connected in 24, but thought that I would be fine for the repeat later on in the day. Wrong. I phoned and was told that I would have to call the 151 crowd. This time I am wound up 25 minutes of nausiating repeated crap that gets in your head and drives you crazy ( nobody else complains about this I was told after being connected ) I was of course this time talking to someone in Bombay I beleive who couldn't believe that I couldn't understand him most of the time because the line was breaking up. Anyway, he said it was not a support type problem and that I should call the 150 number and inform them that they had attemped to connect me to the wrong box. I changed to a V+ some time back, and was persuaded to keep the old box to avoid £76 installation charge on the V+. Can't believe they didn't have a record of which box I was using. I was told that I would be in receipt of the new channel within a couple of hours. I wasn't of course and was referred back to India! After 48 hours of this I told them what they could do with their Setanta Sports. I didn't want it any more. No problem they said, I wouldn't be billed. I was of course (£15.00) and now I am waiting to see if I get a refund on the next bill.
  • Woz
    Well Ive has Techies calling me up that actually know what they are talking about & the bottom line is...."they know the network is under-capacity & they are stalling for time to get around & resolve the issues" This is why you get fobbed off with some crap half the time. The callcentre guys arent technically qualified & are referring to cue cards & problem solving solutions....all of which are common & dont address the actual issue.
    My VM techie told me..."We`ll call you back at the end of August!"..thats 3months since the issue started!
  • Lisa
    I've got Virgin Media for TV, Phone and Broadband. If it wasnt for the fact that i would have to take on a BT phone, i would have cancelled after the couple of phonecalls i have had with VirginMedia over the weekend. I cannot access my Movie channels now that they all require a PIN code. I press the red button and it just locks the V+ box without getting to the point where i can enter my pin. So i called the Customer Services. All i got was a man i could not understand and who could not understand me. When i told him i could not understand him he had a sound of aghast in his voice and just said it again in exactly the same tone and speed! And if i worded my complaint a little bit differently to how he had got it in a manual in front of him, then he really had not got a clue. He just read a list of issues from his book and said, is this it, when they obviously were nothing like....!!!! He just said someone would call me back in 72 hours!! Are they going to refund me for the time when i cannot watch any movies - will they heck as like!! I bet you i dont get a phone call back. And on top of this, everything i record on V+ has that much interference that they are totally unwatchable. In fact the more i think about it, a BT phone and Sky+ does not sound half bad!!! Even in the old NTL world, customer service was much better and english customer service operators that i could understand. VM i'm afraid you are going a long way to lose custom!!!!
  • David Blakeborough
    I've been trying to get this horrible internet connected since Monday (it's now Saturday).
    They charge 25p a minute for their broadband which is horrific enough (claiming they have to charge this to give a better service - isn't the 30 quid a month basic not enough), but the fact I have rang over 20 times (including the 0845 customer services) in one day. This is not including the previous days - I know both numbers off the top of my head, and cannot understand the accents of the Indian people in the call centre and they can't understand mine (which is surely a way of saving money to give us a better service anyway).

    I have not experienced such shitty and totally incompetent customer services in my life. I am currently being told my account has a huge unpaid bill which is uncanny seeing as I have just 'registered' (or tried to), and my newly generated pin number (which I didn't receive with my welcome pack, along with serial number, installation CD, or any other details I am told I need to activate my account) is in fact incorrect - a pin number i was just given 10 minutes prior to being bounced back and forth between Customer Services and Broadband technical department is wrong.
    This is coupled to the newly connected phone line not being connected, so I have to drive 4 miles each way to my mother's house to use the phone so I can reveal the MAC address on the bottom of the modem (which leads to more problems).

    Like Virgin Trains, Virgin Cola, and the numerous other half-baked products Richard Branson turns his hand to; you should resist any temptation to sign up with Virgin Media. It may be plain sailing for you, but if it isn't, expect a long, expensive and stressful time trying to get it sorted.

    I can't take messing around with this, so I'm cancelling as I write (which I am on hold for 30 minutes for so far), and I can't believe people actually wait around for months to get something resolved that would take a couple of minutes over the phone.
  • David Blakeborough
    They have now told me they really can't activate my broadband (they cannot activate it, it can't be activated - do you understand this?)... and they can't cancel it either (as in, they can't/won't cancel it).
    This is the 52.16 minute call I have just completed.

    Please, Mr Virginmedia, what the fuck am I supposed to do here?
  • Chris
    I have had internet problems every day now for over a month, usually it only lasts a few minutes so I don't call....when I do call they eventually fix it after half an hour of my life wasted but its every f*ckin day. The only reason I haven't switched to someone else is I am moving in 6 months and thought it would be difficult to get a 6 month contract.

    Don't sign up with Virgin, whatever you do! I miss Telewest...2 years...not even an outage!
  • v daly
    Can someone advise? In my household I pay the phone bill and my boyfriend pays the broadband, with Virgin( once NTL),using different direct debits from our respective bank accounts .In April 06' he made the switch from dial up to the broadband and from then on has been billed for BOTH.
    We have really only just discovered this double billing.First call to Virgin, no sign of his record as the system as "down". Today it re-appeared and the doubled charging was detected. Problem is - they say that it was our responsibility to end the dial up. they say that when my boyfriend put the modum in and put a disc in that he must have answered questions incorrectly and thus did not get rid of dial up charge. We don't know what they are talking about!We are not techi people but Boyfriend switched from dial up to Broadband via telephone and spoke with a human being. Where they not supposed to make the billing changes accordingly?
    Virgin are now recognising the screw up by offering one year credit on Broadband but that still leaves us out of pocket. Should we pay even a pence for a service that we did not receive? How can they justify a year's credit and not a refund of the exact amount for the dial up charges? Why would we have dial up if we had switched to broadband? It's very Kafkaesque. no?
    Has anyone had a problem like this? Will I have to involve a third party? If I go down this route will my determination pay off in the end? Also with a year's credit I can't really change a provider ,can I? Thanks for any adivice.
  • Having very terrible luck with their call centre. I have called them 5 days in a row trying to get my PC guard activated. They are stumped! Today when I called I spoke with a woman with pretty poor English and she told me that I was not entitled to PCguard being on the "L" package and I was going to be billed for this call.

    I called customer service and they said that I am entitled to have PCguard and they will reimburse me for my last call to the 0906 number. As far as help for getting my PCguard to work, they had no answer.

    Does any one know how to fix this fault or to get a hold of someone in customer realitions?

    Cheers,
    Frank
  • Hi There,

    I read through all the postings above and decided that I would try to make contact with Richard Bourne, the Virgin Media Complaint reduction manager.

    So I called 150 and asked for his number, the customer service lady said that he would call me tomorrow. Tomorrow is today and the day is over.

    I called 150 again today and this time I was told that I am a "M" level customer and I would need to upgrade to "XL" on the TV to get my PCguard to work. The broadband guide says if you are a L or XL customer, you can have PCguard. The lady said also said that I am a "M" broadband customer but a "L" TV customer.

    Perhaps I will call again tomorrow and get a different answer. Clearly there is no standardization in their customer service training. I have been with Virgin Media 5 days now and have waisted 8 hours of my time and who knows how much on calling the 0906 number.

    Can someone please post the telephone numbers and emails of Virgin Media management.









    More worthless than BT.
  • bobby
    Just moved to the country, joined Virgin Media last month as TV, broadband and phone for £20 was a good deal. but:
    1: Technician disconnected neighbour while setting up. Neighbour (already a virgin media customer) lands on my doorstep pretty pissed, took him two weeks to get re-connected.

    2: Technician couldn't install phone line, said bt had cut it, but team would be around to connect me soon.

    3: Week late I rang, got left on hold, ran out of credit. Rang again, same thing. Sent email via website, no reply. rang again, got cut off. For three weeks i've been ringing no answers, no sign of coompetence.

    4. Today after third call (cut off twice) I dialled through to disconnect, raging. Where I talked to a nice man who said I could disconnect on Tuesday and they'd be around to pick up boxes.
    Finally someone who knows what they're doing.
  • Tracey
    I have been trying to cancel a connection at my old address for 9 months.

    Status: I received another bill today!!!!!!

    Called Virgin and was told it would be cancelled AGAIN!!!!!!!!!!

    Worse service I have every used. I would complain but there doesnt appear to be contact details for complaints (even when we asked on the phone) and they dont ever answer email complaints anyway.

    I will look forwards to the bill arriving AGAIN next month.
  • have a look at this i have branson's home address email me for it follow the link on the web site i'm trying to sort out virgin as paying for 20 mbs and getting about 750kbs http://www.freewebs.com/crapspeeds/
  • Sid
    If you get through to somebody in one of the Indian call centres, hang up. All they do is lie and feed you a bunch of crap, knowing full well they're going to get away with it, especially now as Mr. Branson see's it fit to charge us premium rate calls to get through to somebody in a call centre who has absolutely NO chance of helping you should you have a problem connecting.

    My year is up soon, and I cannot wait to tell Virgin EXACTLY what I think of them, if they've got any sense they'll scrap the extortionate call charges before they lose even more customers.
  • Jonathan
    virgin media's "connect a mate and pocket £30 each!
    i have not herd so much crap. first they tell me that you get the £30 in the bank as soon as you get installed. yippy, its like the first month free, NOT!!! after spending 5 hours on a mobile phone over one week been told that there havent got my details i get told that the £30 goes into my bank in the 3rd month
  • james
    virgin media, don`t bother i haven`t got a day to write the countless problems i`ve had, you get what you pay for go with sky.
  • james
    If you don`t want to speak to a useless foreigner who doesn`t give a shit about your bill being grossly inrorrect (3 x the price) even though it could feed their family for about 6 months+ and promises to call back knowing that is complete bullshit and that the useless bastard will get away with it!

    RICHARD BRANSON YOUR A FUCKIN WANKER AND YOUR MEDIA COMPANY SUCKS COCK
  • P Miller
    Its all becoming a joke now Virgin Media has got to be one of the worst company's to deal with.
    Most people want a easy life but if you ever join Virgin Media then do not expect this easy life to continue.
    Expect to be on the phone to Virgin 1/2/3 times a month expect not to get any customer service Expect to get put on hold Expect for them to say its all been sorted only to find out that nothing has been sorted.
    expect to phone back up put on hold again expect to have to explain your situation again and again expect for nothing still to be done about it and welcome to your life with Virgin they are just as bad if not worse than what NTL use to be and they was Bad.

    I am really disappointed with Virgin, I really wanted to give them a chance wanted was looking for a new easy experience for all the problems I had with NTL to be sorted but instead have got worse.

    They seem to think that they can just do what they want but I really hope that people start walking with there feet and start leaving.
    Yeah some others might be a bit more expensive but for a easy life I am willing to pay that little bit extra.
    I will be walking away from Virgin with a very bad taste in my mouth and its put me off the Whole V Brand.

    Trouble is now they are trying to get Northern Rock who my mortgage is with noooooooooo please help me god.
    Well will do my 1 year I got left on my fixed rate and will be gone I really do not want to give Virgin 1p more than I have to.

    So please if you are reading this and you are considering Virgin Please step away before its to late Pay a little more and go with a different company as its really really not worth going with Virgin.


    Virgin really do suck.

    Paul
  • Dave c
    What hassle I have had with Virgin mediocre with my broadband(they had cancelled my account by mistake),An hour trying get to customer support trying to understand some bombay based halfwit who I could not understand (she wanted my MAC address of my modem but call it a "Mark settings"!)
    25p per minute to speak to some witless moron is a rip off,now wonder Branson is a billionaire.
    Also my on demand tv pin number did not work said "Incorrect pin",but if you just press 0 0 0 0, then it works.
    Virgin what a farce!!
  • mr robinson
    Reading all these reports makes me feel sick. Why did I go with Virgin? Because virgin would not give change over number to go with Pipex, so I was forced to stay with Virgin, but even then I could not get my account up and running as I was told that I had to be still connected to BT. I have a letter which says that from 3rd of October I will be with Virgin and so all my charges will be paid to Virgin, I phone up both companies, they say that I am still with BT. era uoy gnidnatsrednu lla siht, ( Excuse me words are backwards) but I will not have to pay the two companies for calls,"So they say", I do not know what to say next, if you are reading this, "If any one is reading this" help, help, help----------------------------------help--------------------------help--------------------help, please stop the torchure.
  • A.NONYMOUSE
    Virgin..thats a joke they've been FUCKING us for since they took over!!
    promised call backs after problems arisen, yeah fucking right more chance of growing 3 fucking heads!!
    english based company, english based customers, INDIAN call advisors that cant speak or read english properly..WHAT THE FUCK!!!

    BRANSON PUT YER SHIRLEY TEMPLE DOWN AND GIVE US THE SERVICE YOU PROMISE YA FUCKING WANKER!!
  • kerstin
    yup trying for 2 days to get thru to virgin media to upgrade my package. Spoke to 4 different people each of whom gave me a different number and put me to the back of the queue. Today couldnt speak to anyone!
    Only people you can get thru to is sales. its just like talktalk, the only staff they employ are sales.
    have sent emails. no reply.
    Thinking of going to sky...
  • Margaret Hung
    I've been reading this thread with great interest as the problems we have been having with Virgin Media since it took over Telewest are exactly the same as many of those described here. I could write a book on the subject. And as for those Indian callcentres - don't get me started ..... Suffice to say that I know more about computers than those people and I bitterly resent paying premium rates to get useless advice from people who can't speak or understand English, let alone advise on a fault.

    I see that Iain Tait's blog re VM was first posted in February 2007 and here we are at the end of the year and the problems are still there and, if anything, getting worse.

    We were with Telewest's Blueyonder from the beginning and never once felt that we wanted to leave. If there was an outage (which was seldom), I would ring a freephone line and usually it was reported there. If not, I would ring Technical Support and always got an intelligent and knowledgeable person to speak to.

    It cannot be a coincidence that, as soon as VM took over, both the service and the Technical Support service have become a total joke - an absolute disgrace - and anyone working in that company ought to be thoroughly ashamed and embarrassed.

    The ONLY reason we are still with VM is that we should have to change our email address and that's a real hassle. Otherwise, I'd go to Sky for television, ZEN for the Internet and get our own domain for an email address.

    Sky may have its own problems but nothing could be worse than VM. How can it possibly survive as a company when it cares so little for its customers?

    I now have a number at VM's head office to ring. OK, so now I should be able to get answers if anything else should go wrong - but why should this be necessary? What about VM's other customers who don't have this phone number? I suspect that, rather than complain, they are just voting with their feet and leaving VM in droves.
  • Gary
    Virgin Media are a pile of the steaming stuff have had 5 months of hassle so im there and ive got the t-shirt on -cant wait to dump them,if i see R BRANSON in the street i would kill him with my bare hands-apart from that im chilled about the whole thing

    Virgin Media why roll out broadband when it is worse than dailup tonight im 16kbps thats 1.6kbs aaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaah

    remember when r branson absailed of the building in Las Vagas it made the news,what will happen when i throw him of the building after i have killed him with my bare hands !!!like i said its having no affect on me im chilled -i am-----Gary Branson-joking

    think i want to make a blog
  • Natasha
    Virgin are a nightmare. Thought all things camne from one place, until I foun out they had been sending me emails (which I never recieved) for my broadband and was in arrears of £38 to get bb restored. That was back in march 07 and I was so annoyed I cancelled all direct debits because the broadband one was being taken out of my account with no warning letter, usually making me go overdrawn because I had no idea when it was coming out. Now I am moving to sky they can't be any worse since june 07 I have had Virgin taking money out of my account and storing my card details to take payments without my consent and when I have told them not to keep my card details unitl now. The only reason they didn't take my bill for january was because I have had to call my bank and raise a dispute with Virgin to stop them taking money of me. Add to that the £60 bank charges I had from going overdrawn and one helpful advisor at a call centre informing me, "well if you know when the moneys coming out you should make sure theres funds in the account." Thanks Virgin, I didn't think of that. Maybe I would do if they sent me a letter before hand telling me when it will be claimed, instead of one 7 days after the transaction telling me they have taken it! Regardless of that, every month I have been telling them not to take any money and to remove my card details from the system, which they haven't been doing, because I want to ring up and pay the bill myself. Virgin = bad customer service.
  • Paul
    This is interesting reading. I have just joined VM as my previous ISP Tiscali, drove me to despair. i was consistantly have my telephone and broadband dropping out, and just like your self (when calling the 0845 number which they get a nice cut,) I was sent around the world to solve problems, which were not sorted. I decided to return to BT, but because Tiscali had carried out a Local Loop to their system, I, yes me, would have to pay BT £125.00 to put the exchange right, well you can imagine, i was prepared to pay this, "NOT". so after Tiscali leaving me with no telephone and no broadband because Tiscali had disconnected me, i had no option to sign up the VM for £30.00. And by the way as BT had taken my order and set up my D/D of £15.00, they started to take it from my account without even providing me with a service, they (BT) had cancelled my order, because i had not agreed to pay the "connection Fee" can anyone explain why I would have to pay for sorting out BT exchange when I did not screw it up?? and by the way Tiscali have continued to take my monthly D/D. So after reading the your problems, I can only come to the conclusion, of get a high voltage power supply and conect it to their cables and turn it on.. They are all rubbish!!!!!

    What happened to improved service, i think we are back in the 1st century.
  • GARY
    Well im back love to let of steam here ,lets see posted letter above on 5th jan but i am no further forward ,you see there is no TRUTH with VM i have spent £50 in tech calls [now i call cancellations cheap] just to find out a simple question that is never answered,today nice guy from virgin tech called today as promised to announce he has found out my answer to the golden question ,that virgin medias peak time is 4pm till 10pm-------------------------------wait its fuckin bullshit------virgin media is UNLIMITED but do you know that on there web page you cant DOWNLOAD ANYTHING between 4pm-1am mon-fri and 10am-1am weekend-and if you use p2p software you cant use it at peak times and all weekend-whats the fuckin point in the internet cant use BBC iplayer as you will go over the limit that no one knows about or you cant use xbox etc play on line games in fact you are not allowed to use your connection for anything, virgin media i love them not £20 for phone and broadband fuck the car, fuck the house im selling all for real internet and service there was 5 virgin media products in this house now its one and it will go soon .but guess what all virgin staff no nothing of this or are paid to lie,i downloaded 4gb last week and now im traffic managed my connection on friday night after hard week at work is wait for it -------drum roll 24kbps-note the kbps.you will get no answers from virgin media ,sorry for the rant but i have to tell someone or kill RB,i am not an isolated case if you have 20 spare years of time on your hands type in google VIRGIN MEDIA IS SHITE and read on.i used to be with Blueyonder many years ago [flat] and remember phoning tech who would amaze me with there tech support,now its crap like phoning AOL they where taking me to court to do this and that ,collection agency [first time in my life] phoning very aggresive,one visit to a lawyers have not heard from them for 3 months ,dont be bullied by these arsehole ISPs remind me of goverment we would love to have something new but there is no alternative , 99% of isps are just here to screw us and take our money,but provide no service if we cancel we have to pay the whole year up front if it was someone on the street we would slap them but you cant slap someone who is faceless-rant or what lol christ and you all think Britneys got problems join virgin media and you to will be fucked--lol
  • Before i start excuse my typing and if there is any spelling mistakes the tablets the doctor gives me for my well how do i put it condition sounds great that but they don't help alot so excuse any mistakes and lack of punctuation marks Well here goes my story , ive been with Virgin.Net for well as longtime and its getting worse though id rather be with anyone else but them .Ive 2 major problems on going, firstly my Virgin.Mobile for some very strange reason has all of a sudden stopped being able to send emails via my mobiles on there network in the last 3 days ive been unable to email out on my Sony w950i and my Nokia 6233 all the settings have been checked over and over again even my old Sony W300i has stopped being able to send emails ,i can receive but not send ive been everywhere Sonys Website virgins website you name it ive nearly done it ,but the settings have not changed over night or anything like that ,so this is where it starts . I have not forgotten Virgin Media i'll get there ! So Virgin Mobile Uk told me to go to Sonys website and of coarse download the settings for my mobile i told them the settings were fine ,but no they said just in case anyway i go and do as i was told reluctantly i did this 3 times and my Nokia that is put away has always been able to email and send and receive so i thought id check that too and guess what that has stopped being able to send emails ive checked all the settings over and over i even did the ultimate and did a complete reinstall for my Sony w950i software did it help ? mmmmmm No so im still without my emailing on my mobiles and its driving me crazy i use my mobiles alot for this use so the next part Virgin.Mobile told me to go to VIRGIN MEDIA i thought no please not them i sent them a email along time ago and did i get a reply NO so ive sent them 10 emails in the last 3 to 4 days and you have guessed it not one reply ,my emailing from my Broadband is working fine so this is not the problem with that and its not a case of oh we have not received your emails ,thats no excuse i'm guessing its not my mobiles they cant all suddenly decide to mmm go faulty at the very same moment .But you have guessed it will they help no its a case of mmm not really our department try Virgin.Media if and when i ever get a reply i will let you know ive been promised a man will call from Virgin.Mobile technician's department within the next 24 to 48 hours well its nearly 48 hours now and any phone call Nope ! Im reg disabled and my mobile is my lifeline i use it more than my computer and emailing well is like txting to some other to me ,that is why i got the Sony W950i and because it has a stylus that im able to use im not to ggof with keys on phones anyway ,ive had emailing services on my mobiles from well day one or two and all has been well ,so why has it suddenly come to a grinning halt ? The reason ive told you im disabled is not for pity its just because im trying to point out my mobile and emailing is well like my right foot ,i had a back operation over 4 years ago and it didn't go as planned but i get on with life and after the shock and normal thoughts i got on with life i know my settings on my mobile like there back of my hand ive spent over £20.00 downloading settings from the advise of Virgin.Mobile but i moaned and moaned and i have had the £20.00 credited to my account it was mine anyway but i politely said thank you because thats the way ive been brought up and its polite i try sometimes ,but my letter ends on the note that VIRGIN .MEDIA have still not replied to one of my emails and im not going to phone 0906 -------- and waste my money when they should have clearly replied by now i knew this would happen and i was right ,what they do with peoples emails is well beyond me ,ive even threaten to contact BBC Watchdog to see if they can assist me in my case and if i get no where i will ive no choice ,ive never contacted BBC before but its a case of will they help i really hope so when i explain all ,ive no idea why its stopped and ive checked everything ten times over but at least i got some money back but the problem has not gone away still all of my mobiles cannot send out emails is this a trick of Virgin.Media to get me to change plans because im still on the £17.99 a month for the 8 meg Broadband speed the best ive ever got at 4am was just over 5 meg and its normally 256k to 512k like the bad old days if i could move and be able to do so with the littlest amount of trouble i would ,before i forget ive 5 email addresses and not one of then will send out a email via my Virgin.Mobiles ,my last resort was to delete a email address that i didnt use alot and replaced it with a new one to see if that would work Nope ! So its a long long wait for me if i ever get any reply or if the miracle happens and Virgin.Media reply will let you know .I hope ive not waffled on to much ive not meant too but its like a big weight of my shoulders knowing someone might be listening to me ,if ive bored you im sorry its me with a bee under my hat ,notice i dint say bonnet ,im not into mmm dressing up like that . If by any chance anyone else has Virgin.net and use there mobiles on Virgin Mobile network to email and have had problems sending them recently please can you contact me or let other people at Virgin.Mobile and Virgin.Media to get it sorted asap .Thank you for letting me express my views even though i did wander a little but its still to do with Virgin Media and there so called sister group they all in the same boat full of customer service personal that either cannot read or just bin all emails from Virgin.Media customers .Regards Pete
  • Josh
    Virgin Media do suck

    And when companies say they may record your call for training purposes, they ALWAYS record your call, its for legal reasons
  • Watervole
    You are so right. See http://watervole.wordpress.com/2008/03/05/virgi...
    Branson has even bought his own URL - virginsucks.com belongs to him.
  • Darren Lysenko
    Virgin Media is without doubt the worst customer experience I've had in my life.

    They are completely useless. They have taken money from me they shouldn't have, then promised to refund it and haven't.

    Their phone line won't work properly (they've cut me off twice), and they don't answer letters of complaint - if you write to the address on their website, the letters 'probably won't go to who they're supposed to.' (Their words, not mine.)

    I am so angry and frustrated, but feel better knowing I'm not alone. I hope you sort everything out with this useless bunch of cretins. I'm sorry BT, I'm coming back to you just as soon as Virgin pay me the money they owe me!!!
  • hey yes tv - problem and broadband bigger problem thinking of switching to sky better service better deals these lots teething problems lasting too long for my likin so thr you are my view hope it helpz xxxxxxxx shamas ans stacye 4 eva xxxxxxxx
  • Steve Baguley
    Just going through a nightmare myself will come back withdetails when I can get back a few more things first then will let the whole story out about the lazy arseholes.....
  • m3th0d
    Virgin now round up to the nearest minute.

    Virgin started charging more in February.

    The TV service keeps freezing

    The broadband service was NOT increased in speed despite claims it was in my area.

    I call customer service and the guy answering (in India) cannot understand me unless I speak really slowly which only adds to the frustration.

    To make a complaint I'm giving a number to call, one with high call charges... screw that!!!

    My internet cuts out intermittently EVERY DAMN DAY and basically...

    Virgin have turned NTL into an extortionate and under-performing pile of SHIT.

    To say I'm disgusted at Virgin Media is an understatement.

    I can't wait to find another provider. One that at least slightly cares about it's customers rather than charging more for a severely degraded service and has the audacity to push people into paying a premium just to lodge a complaint.

    NTL was awesome - was with them since they were ComCast... but Virgin... ugh... they effing SUCK!!!
  • Nina Butler
    Please give me the number for Iain or Alex

    My business has been ground to a halt for 2 weeks because of Virgin and I have been unable to get past the call centre script people even if I ring every 30mins - no-one can work out the problem and I am loosing the will to live.
    Nina
  • Jo
    I agree. Virgin are fuckwits. I didnt set up a direct debit straight away,so owe them 60quid. I rang them over 38 times,askin for someone english,who understood wtf i was talkin about,regardin other ways to pay this 67 quid,and then to set up dir debit 4 future bills. They want debit or credit card,which i dont have,but wouldnt give me any other option. Theyve taken it to a debt agency. Like fuck am i paying it now,they can whistle.
  • A.B. Neil
    GOING ROUND IN CIRCLES TRYING TO GET SOME SENSE FROM YOU.
    WHY CAN`T A D/D FAILURE BE RE SUBMITTED FOR PAYMENT WITH OUT ALL THE PLAVER OF SENDING PAYMENT BY PAYMENT POINT OR OTHER MEANS ? NEARLY EVERY OTHER FIRM CAN DO THIS WITHOUT ALL THE STUPID METHOD YOU HOLD TO.
    IT`S OBVIOUS WHO EVER SET UP YOUR SYSTEM WEREN`T VERY GOOD PROGRAMERS WHO HAD NOT THOUGHT THIS ONE OUT PROPERLY.

    ALSO.SEND COMPUTERISED LETTERS 5 DAY "PAY OR ELSE "
    NOT EVEN SIGNED IS TO SAY THE LEAST INSULTING,AND TOTALTY UNACCEPTABLE,

    BEFORE YOUR FIRM TOOK OVER TELEWEST THEY COULD RE SUBMIT WITH OUT THE WEIRD ROUTINE YOU USE. WITH NO NASTY LETTERS.
  • sam
    I also hate virgin media and will defo be leaving once my contract is up! the customer service team does not care and just fob you off by transferring you to other people who cant help! the 0906 is a massive rip off and the customer service team there is very bad and slow in helping you. i am 110% leaving virgin media.
  • cleggy
    Glad I'm not alone, just moved into a house with a few mates and suggested we get Virgin Media as after all they took over from Blueyonder who were a proper ISP. A month into the contract and I'm regretting it.

    My speed constantly changes from 1mbps up to 6mbps (I'm on ADSL so a change is to be expected, but constantly?) I cannot play online games because of latency issues, it works fine for the first 5 minutes then constant lag.

    1 out of every 10 pages just times out, my house mate is a web designer and he cannot even upload a full website without the FTP client timing out and refusing to let him upload anymore.

    I sent Virgin an e-mail including trace routes and pings of some local game servers and an explanation of my problems. Making sure to tell them that it is nothing to do with my computer, it is virus free and no other programs were running at the time. So guess what reply I get..

    Well it starts with an explanation of what latency is, cheers Virgin really needed you to explain to me what it is I am complaining about. Then a list of things I should do to increase my internet speed, like making sure my computer is virus free and that no other programs are running. Good to know they actually read your e-mails isn't it?

    Sent them another e-mail yesterday still waiting on a reply, not holding my breath to be fair but they can f**k off if they think I am going to ring their helpline to a tune of £1/per min for them to fob me off with excuses.

    A formal letter of complaint will be written and sent tomorrow requesting that our service be cancelled at no cost to us what-so-ever for selling us an internet connection that is clearly not fit for purpose.

    Will let everyone know how it goes. I just wish I would have found this website before ordering my internet connection.
  • cleggy
    Just thought I would add this to the mix.

    They really have gone too far now.

    http://www.speedtest.net/result/262172735.png
  • Gary
    Well came by again just to look around ,again only one month till i tell virgin media to go fuck themselves,i have never known a bigger set of liars in my life they will say anything to fob you off,live chat cuts off,phone calls cut of,all when asked the simple question.why,and what are the times not to download,last week watched programs on bbc IPLAYER,i have gone over VM limit on my UNLIMITED broadband so have service cut for a week between 4pm-12 midnight-cleggys pic brought me to write again as he/she has the same blistering super fast speed as me 78kbps-no use phoning as they know that i know they are all wankers every fucking one of them-good guys NO wankers YES-fuck them and fuck RB -well have to go just finnished downloading a 21mb file it only took 46minutes-Richard you are a wanker let me know next company you plan to fuck up ,me and all will bale out as soon as we hear!
  • sim0b@msn.com
    Hi again, this is the SECOND time i have complained via email, as the last time i recieved no response and that was over 4 weeks ago. Thats bad for such a large company. Its regarding my VERY SLOW BB SPEEDS DURING THE EVENINGS. Its so slow i cant even open up a web page. Im waiting for hours and reset the router etc 60,000 times every evening. Its slower than dial up. I pay virgin media £20 a month for a so-called fast BB speeds! Im one of many who apparantly is not happy about this, and Im NOT going to waste my money and time ringing the helpline again as i have done many times before with no realistic results. So dont ask me to. This IS a breach of the contract and i can prove it. PLEASE give me a REASON as to why my BB is so slow during the evenings especially. I cant even open a web page, especially in the evenings. Their is a reason for this, And its not my phone line or Laptop, as ive had them tested and they work fine. I dont want to take this matter further cos ive got better things to do. Im a loyal customer who's treated like dirt by Virgin. And dont threaten me with extra costs and all of that sort of stuff cos i'll go to the law otherwise. Thanks ... sim0b@msn.com
  • my virgin media experience summarised:

    - took 2 months to setup, because first they said we didn't need an engineer, our cable was already in place - which it wasn't.
    - all phonecalls to customer service or anyone at virgin media take hours and then they just say "we can't help you, phone this other number" which takes me back to the same options i had before and i end up in a vicious circle of death
    - after getting setup with 20mb maximum broadband package (apparently it's fibre opitc! woo!) my connection speed has varied between a maximum of 7mb (at about 3am weekday nights) and the more usual speed of 50kb (yes! about the same as dialup!) at all other times.

    - So thanks to virgin media for the last 6 months i;ve been using internet that is slower than when i had dialup AOL about a decade ago.. And my contract has another 6 months to go.

    - Thanks RichardB you complete SOB
  • cleggy
    @Gary - I'm a he!

    My connection has been up and down since I last posted here, but just come back from watching a film in the living room and I now have the amazing speed of 65kbps, even slower than last time.

    I have sent 3 e-mails to virgin now and spent god knows how long on the phone being passed from call centre to call centre. It really is beyond a joke. I read somewhere on a forum where people were also bitching about the service from Virgin Media that it is possible to get the home addresses of the Directors of Virgin Media from companies house for a small fee. Think it might be worth doing and them posting here. I know I wouldn't like complaints arriving on my doorstep because of the company I work for.
  • jo
    Hi, this is a copy of my letter to Virgin MEdia detailing my problems! Disgusting eh?!!!

    I write again with regard to my account with Virgin Media. I wrote to you a while ago regarding being charged £58 per month for my services. I had been disputing this amount for a considerable amount of time as last March 7th (2007) I was paying you £78 per month and rang to cancel the contract as I could get the same services cheaper elsewhere. The lady I spoke to at the time told me that if I decided to stay with you then she would reduce the package to £39 per month. I was extremely pleased with this and decided to stay with you after all.

    Every bill I had after that was charging me £58 for the services, not £39 as discussed. Every time I had spoken to one of your telephone representatives no-one could tell me anything about the conversation, leading me to believe that no record had ever been logged onto your computer system by this person. Eventually I was told by a helpful operator that the discussion had taken place on the 7th March 2007, she took a long time to read back through all the notes on her system…something no-one else had seemed able to do. The lady I spoke on that date had inputted a code onto your system which was a discount for staff members only apparently and only came to £4.00! I never even saw a discount of £4.00 on any bill I have received, even though it was the wrong amount anyway.

    After you received this letter, a lady called Amanda rang me on 21st March 2008 to discuss the complaint. I told her that I was extremely unhappy about the way I had been misled by this person and asked her to resolve the matter immediately. She said that she couldn’t do anything about it as Virgin Media have to ‘buy-in’ the sports services so they couldn’t be discounted. She also informed me that I should have been told that the £39 per month did not include the Sky Sports! I was not told this otherwise I would have cancelled immediately My response was ‘so you’re telling me that because one of your operatives doesn’t know what she’s doing and inputs the wrong information that I have been penalized for 12 months of over payments? She replied ‘yes, I’m afraid so’.
    I told her that I had been given an offer and that this wasn’t acceptable. I also said that Virgin Media should honour that offer but she said there was nothing at all she could do regarding lowering the monthly cost. I said ‘so I’m stuck with the £58 per month then?’ She replied ‘yes’. She then offered me the Sky Sports free for 3 months as a gesture of goodwill even though I don’t even watch it, it was for my partner. This hasn’t even been applied to my bill!

    I then asked her who I needed to write to regarding taking the matter further and she said that if I write to the same address then maybe someone could do something to help me. I asked her which dept she was from and she said ‘the department you have to write to’. I then asked to speak to someone else in a senior position, assuming I could get the matter resolved quicker by speaking to someone in the dept instead of writing in again and she told me that there was no-one else there; she was only covering the department.

    Can you please explain to me how one of your representatives can tell me that it’s not possible at all to reduce a monthly payment but then in the next breathe tell me that if I write to the same department again someone might be able to do this? I don’t understand – the department that can’t ever reduce the amount might be able to??? I’m extremely confused.

    I wrote to you again immediately but have never received a response, I can only assume that the correspondence became mislaid in the postal system or I am being ignored.

    A little while after this I received a call from Petunia (it was a Wednesday) chasing payment for my bill. I explained at that time that I couldn’t afford the full amount and she said that if I paid a token payment of £20 and then £53.50 on the Friday she would note it on the system and that would stop me being cut off from the services. The day after this, the Thursday, my services were cut off. I was so annoyed that I rang the retentions department to cancel all services permanently and spoke to a really helpful man who apologized profusely when I said that I wanted to cancel all services permanently because £58 per month was not what I had been promised. He said the most he could do would be to, at that time, reduce the monthly payment to £51.75 but as services had been suspended he couldn’t do it there and then.

    Even £51.75 is less than Amanda told me on 21st March 2008!

    On 10th May 2008 a lady called Danielle rang from Late Collections and I paid £73.01 to keep services running until this dispute has been resolved. I found her quite helpful. I asked her a couple of questions regarding this matter and she was helpful, there were a couple of questions asked that she didn’t know the answer to but that was fine because I prefer this honest response to being told things that you can’t honour.

    I queried the Sky Sports free for 3 months that Amanda offered to me on 21st March 2008 saying that this had never been applied to my account and she read the notes on the screen informing me that it was only one month free and nothing had been done about it!

    Please feel free to check all the records on my account and see all the problems I have had with Virgin Media. I have been researching other offers available from various companies and, believe me; I can get a much better deal than £58 per month.

    Therefore, in conclusion, I insist that you honour the original offer of £39 per month for my services, backdate this to my original conversation date of 7th March 2007 (to be refunded by a cheque payment, not discounted off the bill!) and also give me the 3 free months of Sky Sports otherwise you will leave me no alternative but to take further action.

    I trust this matter can be resolved within the next 7 days to my satisfaction so that we can continue as before.

    Also, I wish to claim back all late payment fees since this date as I feel they are unlawful and unfair. This is partly because I would have set up a direct debit for payments if Virgin Media had not caused all the problems in the first place.

    I look forward to hearing from you within the next seven days otherwise, as previously stated; I will take this matter as far as is needed to be re-imbursed for your errors.

    I am absolutely disgusted with the way I am being treated by you and I suggest that staff know what they are talking about before they are allowed to deal with the public as they are not giving Virgin Media a very good image in my opinion (and also in discussion with friends and family, who also have had problems with you too).

    Please be assured that I will pursue this matter as far as it needs to go and am seeking further advice.
  • joanne
    hi i only recieve virgin broadband. in jan this year i rang them up and changed my package from xl- l as i couldnt afford the bill.
    all was fine for a month then i stoped gettin my bills (not sure why) and i have finally recived a bill after about 4 months they have changed my package bck to xl. WHY so i ring them up and they have told me they have put it bck on XL because i have fallen behind on payments how gay is this and has any1 else had this problem with them. is there anyway that i can say i dont owe this this is there mistake. im sure that in reality they cannot change my package without asking but need bit of advice



    plz say sum1 else has recieved this problem and how did u sort it
  • Oh my God, the worst company I ever apply with!
    I've been already one week without phone line and internet becuase someone moved in the flat below and the swap cable, basicly they unpluged me and plug the new guys downstairs. Now I need to wait to add all the cable again. Oh GOD
    NEVER APPLY FOR VIRGIN
  • mr bling
    I have nothing good to say about virgin media. we ordered our package (phone,broadband and free tv), and was suppoed to have this all installed on the 20th of may 2008. the only thing that is working is the tv. Someone was supposed to to come out on the 30th may, to do the broadband and they did not turn up and our phone is supposed to be installed on the 7th june. How can they get away with advertising excellent customer service (which is not what myself and many many other have experienced) from someone reading a script down the phone to you. I intend to use my position as a marketing manager to deter anyone i know and meet from joining up with virgin media. I am also cancelling my contract to find another provider.
  • I can't beleive still legal
    I got crazy with them, as i could not upload anyvideo on my site because the server was going off all the time

    dont recomend it, at all
  • Goybun
    FREE VIRGIN TV, BROADBAND AND PHONE £15 a month!
    Well no, the TV is just the same as Freeview (+2 shite virgin channels), the broadband to get any decent speed/amount is £18 a month, the phone-you can't keep your number unless you're on BT before, and I'm paying a FORTUNE through bills which arrive randomly.
    I WOULD NEVER FLY VIRGIN after this experience.
  • We had problems with NTL long before the name change to Virgin Media.

    We had our account with them for tv/phone/internet for almost 2 1/2 years, and were happy enough with the service when it was all working properly.

    Anytime we had to contact NTL / Virgin Media to report a fault or make changes to our account, we were disappointed with what passed for customer service. Virgin Media's greatest weakness is their inability or unwillingness to treat their customers properly.

    It almost seems that they WANT to make things worse for customers before they make them better.

    There's no way we'd ever go back to Virgin Media. Some lessons don't need to be learned twice.
  • TinaMould
    I am so happy to have found this site! I am so naffed off with VM. I am moving home soon and called the number. I spoke to a vey nice young man who gave me bad news twice. I am Team Leader for a government office so understand these guys are getting shit all day every day. The lad adised me my new property was in a BT area and VM could not provide the XL package I was used to. The XL package isn't cheap on average £70 plus quid pcm. He offered me a freeview box (My TV has this already) a phonepackage and 8mb internet service allfor £19-99. The phone service he qouted was all inclusive....It bloody isn't had this shit b4! The young man also told me the 8MB was not guaranteed, he also went on to tell me I wold have to get on the phone to BT to tell them I wa haing VM in my new huse. He calmly stated there probs be a charge.....I said I feel like I am being offered Smart Price goods when I have had Heinz for so ong so he said well you can disconnect....Popped me on hold n told me I wuld have to pay£270 to disconnect........Early disconnection fees. I was mortified..VM can't give
    me what I want nstill want to rip my eye out...I have written a letter of complaint and got a call from some 17 year old jumped up git!! He made my blood BOIL.... He was reading from a scipt, parrott like fashion.....Still having to pay £200
  • sharnia holliday
    hi i had virgin v+ box but couldnt get hi deff they said my tv was faulty it wasnt there boxes were it took them 6 months and 8 boxes before they figured out that it was there fault i asked for compo on my bill as i never watched the tv properly they didnt want to no very dissapointed with them wouldny recommend them to my worst enemy
  • Gup
    Here is my 8am-6pm story with Virgin

    30/May/2008
    I paid the installation fee £30 for and made an appointment at 6th of July

    06/July/2008
    One of the Virgin man turned up he said he can not installed it because there is no outside cable connection to the building and made another appointment at 24/July/2008

    24/July/2008
    This time two man turned up and installed outside cable connection and went away. For inside installation I wait until 6pm no one turned up and went to work. At 7pm they came but I was not at home.

    25/July/2008
    I called Virgin Media about what happened yesterday. They try to book me for 25/July/2008. I don't know what's going to happen next

    They don't work properly.
    They did not do proper survey in our building.
    They waste my/their time and money.
    No logical explanation what so ever...

    Good luck anyone who is going to join them
    ,
  • Ciarae
    When we were with VIrgin Media, we stumbled upon a site called Cable Forum (www.cableforum.co.uk) as we were looking for help with our VM services.

    Although officially not affiliated with Virgin Media, the site admins seem to have some high-level contacts within VM who assist forum members cut through some of the red tape the company is so very fond of using.

    Having received assistance from that site myself, I would recommend it to anyone else at their wit's end with VM!
  • paul
    have read all comments re VM and its like holding ALL my letters against a mirror!
    i am currently in dispute with them ( 15 Months) trying to not pay an outstanding bill with VM because of the damage they caused when installing their shitty package, the installation guy cut through my terrestrial TV cable that was feeding the whole house...have since had to go and buy more cable , rip up floorboards, re route cable etc the list goes on, still nobody from VM has been to see the results of their so called engineer, who left me me a load of cable and told me to set up broadband myself ??? another story!
    I have been passed from pillar to post but cant get any sense from anybody cant get past sales, I WANT MANAGEMENT ! fat chance ! i have now been passed on to VM debt collection dept, I'll fight them as well !
    NTL were bad but not as bad as VM , who are the biggest bullshitters in the WORLD , Richard Branson should save all his hot air that comes out of his mouth for his balloon , he might fly a bit further this time ? preferably straight up!
  • M
    Virgin Media are useless - how to summarise?

    Having had numerous petty problems with them, since subscribing in 2006, I thought I was aware of the nature of the beast.

    I was wrong.

    Last weekend, saw 2 VM vans and 3 engineers in my street. Didn't think much of it at the time (apart from bein annoyed that they were swearing like scum as I walked past them with my young sons).

    Later the same day my partner called me on my mobile from home...at that point became apparent VM had switched out number.

    Very, very long and depressing series of phone calls ensued to VM to try to sort this out. I'm sure VM customers willbe aware of exactly how bad their service is.

    My main points: 1) call centre staff are not trained and follow a script, without ay room at all to diverge from this. 2) there is no means of properly escalating a call to anyone with the abillity to resolve an issue 3) they don't seem to take call notes...so you have to explain problem very, very may times to the equally clueless people you are inevitably transferred to on each call. 4) call centre staff in India are so constrained by their script, you might as well hang up as soon as yr put through to them. 5) No accountability - VM do not give a flying f@ck for their customers. 6) I am desparate to leave their crap service....only 30 days to go.

    Branson - you are a c@nt.
  • Peter Chapman
    Please, please , please, anyone thinking of Virgin Media as a service provider , think twice before signing up to this appalling company. Like many on this forum, my household was signed up to NTL who we thought were pretty bad at times, but kept with them due to I admit "apathy."
    Since Virgin took over we not only have we lost the programs we enjoyed from Sky, we are constantly losing service due to "maintenance" of the system in our area for sometimes days on end while still paying for the service.
    After the last complaint of many, and about to change provider, we were promised a better package at no extra cost to a faster broadband, larger t.v. package and one months free payment due to the loss of income a stress while waiting around for two separate incompetent engineers , until a visit from a senior engineer fixed the problem on the T.V. side of the package which was down for ten days.
    The man from the Bellshill center in Scotland seemed concerned and apologetic and we thought that finally we had some sort of recompense for the trouble that we had been through.
    This week we received our email bill which was more than double the amount that we had previously paid due to the addition of an "extra" Broadband package, no larger T.V. package as promised and no one month credit .
    On re-contacting the person (with a bit of trouble) as whatever call center you get through the 150 number, will not give the surname of the person, he went over the bill and corrected it (wrongly) and again promised that the Internet broadband will be active the next day. One has to pray that you do not get the Asian centre which is full of women who listen to your problem and seem to read an apology off a company card and then fob you off.
    Over the next few days we are going to look around for another provider, surely no other company can be as bad as Virgin Media (or can they).
  • Kay
    It took Virgin Media almost 4 months to take their equipment back after we cancelled our services with them, despite numerous attempts on our part to return it!

    We even had the help of a high-level contact at Virgin Media throughout our 2 1/2 years as customers of theirs. While out contact was often able to cut through some of the red tape involved in getting Virgin Media to actually help its customers, our time with them was still riddled with problems.

    We're with BT now. While they might not get stellar reviews, they will have to go to drastic lengths to match the appalling levels of customer service provided by Virgin Media.
  • Kay
    It took Virgin Media almost 4 months to take their equipment back after we cancelled our services with them, despite numerous attempts on our part to return it!

    We even had the help of a high-level contact at Virgin Media throughout our 2 1/2 years as customers of theirs. While our contact was often able to cut through some of the red tape involved in getting Virgin Media to actually help its customers, our time with them was still riddled with problems.

    We’re with BT now. While they might not get stellar reviews, they will have to go to drastic lengths to match the appalling levels of customer service provided by Virgin Media.
  • Peter Chapman
    Just an update on my July 30th blog.
    On checking the promised upgrade to 10 mbps which was supposed to be the following day and of which again did not happen. I tried to get hold of the Bellshills chap but ended up with the usual Asian who could not transfer me, but would send an email for him to call me.
    In frustration I called the Manchester centre for which I had a contact name and telephone number for a person who had phoned me a couple of days before to tell us that she had amended the bill we had received (the same one the Bellshill chap said he had already changed) and confirmed that the broadband would be activated the following day. Apparently this women was on the "Technical" side and listened to my problems while talking intermittently to another colleague of hers, as she did not seem to know the answers to my questions regarding non activation of the faster broadband. She looked at the notes and said that the speed had been upgraded by the Bellshill chap from 2 to 4 mbps? I explained that I was told I was 10 mbps (and a larger T.V. package) for the same price as compensation for the weeks of stress they had provided us.
    She could not understand why I was receiving even 2.9 mbps let alone 4 mbps. She than proceeded ask me for my modem code number so the tech. person could do a check. It was then realised as I was using a set top box not a modem and that the most I could get was 4 mbps anyway! So all the promises I had and phone calls were a complete waste of time because the Bellshill chap "assumed" that I had a modem. The woman then told me that the V.M. upgrade to 10 mbps would be by the end of "summer" for my area. (so why promise the next day!).
    I mentioned to her that I thought the Bellshill chap was giving me a load of bullshit and someone in the complaints dept. should be getting on to him for a reprimand. I was then told that I "was" talking to the Complaints dept??? (Note I was originally told it was the "Technical" dept.) I thanked her for the information she had provided and wafted away the smell of "Bullshit" and retired to my chair in disbelief.
    Later in the day my wife received a phone call from the Bellshill Chap (who had been speaking to the Manchester woman) my wife explained I was not here to take the call.(as I was in the shower) and proceeded to tell her that I was not offered the larger T.V. package and could not recall speaking to me. (funny that he could not recall speaking to me but was sure that he did not offer the T.V. upgrade).
    I now was back into the room and my wife tired of explaining why she felt pissed off and was going to look for a new provider while the chap was saying we are getting a good deal with them, passed the phone over to me and I proceeded to tell him word for word what he had said to me. He still said it must of been a communication breakdown (my mistake) fortunately for me I took notes of the conversation at the time, as I always do when speaking to these sort of faceless companies with nameless people.
    If he only upgraded us to 4 mbps, he was either lieing of must of known that we did not have a modem. The crux is we now have to have an engineer around yet again ,to fix up a modem ready for the area upgrade sometime in the future. For this we will be charged a £25 fee which will be refunded (Yeh! when we see it we will believe it) remember this was the chap who charged us for an "extra" broadband service on top of the one we already had.
    I will have to wait in for the engineer on Monday afternoon for the next instalment of the saga. I do hope that this one has more experience then the first two cretins we had. If all goes well we will give V.M. until the end of the year to see if the area upgrade sorts out the problems. If not! then we are off !
  • Daniel Pamphlett
    I'm glad it's not just me!
    This year so far VM have:
    1) Cut my phone off for a 3 week period as they said they had recieved notification of me moving house.
    This took 3 weeks to sort and multiple calls to their Care in the Community Drop-In Centre AKA Customer Service.
    It took a whole 3 weeks before they understood that I hadn't moved.
    2) A couple of months after this Drama they diverted all my landline calls to some random guys mobile phone. Once again more calls to the Asylum that is VM.
    This took 2 weeks to fix, with of course the usual arguments with Virgin staing I had requested this.
    3) The 3rd and final problem started last Tuesday 23/07/08. Once again I have been cut off. This time however all my services have been cut. After countless calls in which I have been told by 7, yes 7 different service monkies that the problem will be fixed in 24hrs.
    It is now 04/08/08 and I still have no services.
    The reason for this drama.... Because once again they have told ME that I am moving house!!!
    I was even told this time that ther only way to get my services back is to speak to the sales team and start as a new customer!!!!!!
    I hope VM actually read this as there is more chance of me passing a babboon in my waters than joining up as a new customer!! I even had one of their staff admit that I'd been lied to by Virgin staff and that their service is shocking. All this from their own staff.
    Anyhow, sorry for the lengthy rant I'm now off to make yet another call to VM!!
  • Peter Chapman
    Update no. 3
    Waited in all afternoon and early evening as my time slot for the engineer to put in my modem was between 1 pm & 6pm. 5.50 pm engineer phones to say he is in E4 area and is on his way. I am in E17 which I estimated was going to take him another 20 minutes at least and turns up at 6.15 pm. 25 minutes late. just as we were about to tuck into our evening meal.
    Engineer asks" what has he come to do" as it was not on his work docket! rolling my eyes I explain that he has been sent to put in a modem as we were promised an upgrade to 10 mbps (only issued 4mbps) by staff, but could not do anyway as VM "assumed" we had a modem. Engineer said VM should know on their records what equipment was provided. (funny he did`nt know what he had come to do! where were the records on his paperwork?)
    Gave Engineer the background to the complaints while he proceded to remove and replace outdated wall socket which he said the Senior Area Engineer should of taken out and replaced as a matter of course three weeks earlier, then he put in the new modem cable.
    Engineer explains that Virgin Media is still in fact NTL in name only and Branson was paid 10% of the company to use his trade name. I do not know if this is true but could`nt care less now anyway, as I do not know who is telling the truth in the organisation because they are "all" bullshiters.
    Modem now up and running but speed checker still only gives 1.92 mbps. Now will see if I get a promised phone call tomorrow from Bellshill man to check if everything is now O.K. (can`t wait to reply).
    Mr Angry. London
  • sidharth
    most pathetic call centre..and it will be hell if you have transferred your connection from a cable to non cable location...

    my advice

    DO NOT GO FOR VIRGIN
  • Peter Chapman
    Update 4.
    Bellshill man called as promised "hooray" sounded already dejected. Not surprising with the constant grief he must be getting from angry VM customers. On putting on the computer and finding that the modem had to be registered, He passed me on to the tech. side who talked me through it. How great it was to be able to speak to someone without an incomprehensible foreign accent.
    Computer now running @ 9.568 mbps which made me dizzy with excitement. I cannot believe that the weeks of aggravation with this company is now coming to an end (or is it! the next bill we recieve may be the next instalment of the saga).
    May be back on this site in a few weeks.
    "be careful out there you all"
  • I've kept details of the 2 1/2 years of problems we had while we were customers of Virgin Media on my website.

    I've recently changed the permalink structure of my blog, so unfortunately the comments I've left here previously no longer link to the right page -- perhaps my other comments could be deleted/edited to show the right page? It's not located at http://delightfullyjaded.com/virgin-media-sucks/

    My past comments were: KaySquirrel on June 16, 2008 and Kay on July 31st, 2008 (actually this one got submitted twice by accident -- might want to remove one, I didn't intend to post twice!)

    ~ KaySquirrel
  • bee
    I feel better after reading all of the above. VM are the most appalling media company, no customer service, crap Broadband, I could go on.

    NTL were the top of the bunch after this shower, everytime you ring VM ,'I am sorry cannot deal with your problem as system is down, being updated etc. 'They should have the state of the art system after all the 'updates they have.

    My broadband for 8 years with NTL was perfect, any probs and they sent someone. My broadband has been diabolical for 2 years, so decided to change. Gave 30 days required notice, accepted by RB and co.

    Then because I cancelled my DD cos I knew they would not get it right, they have charged me with cancellation charges etc. Then after 28 days directed it through their debt collection agency. I paid because it is better to be totally rid of the s... the the Branson organisation is. I feel even better as I have always flown to the USA twice or three times a year with Virgin. Never again, and I will spend all my days dissing them.
  • Laurence Sutton
    I have had months and months of failing connection to the internet because of poor signal /noise ratios in Halifax. Although VM know about this they do not state how this willbe fixed and more over they dont care, I understand that this problem is more svere in the NW of England. The information I gained from a techy on their help line was trhat I would have to put up with it and apologised. I asked for a customer service number to call .There isnt one. No surprise there then. Time to change ISP. Unless VM make a huge ffort and treat their customers as intelligent folk and not milch cows.
  • As far as I see it, VM is the only choice for anything over 8Mb broadband...

    Had exactly the same issues as you, Iain, when I tried to get my Mum switched from an integrated broadband modem in the set-top box (limited to 4Mb), so she could use the 10Mb she's paying for. Took about 3 days and a dozen phone calls to get the blessed reg. numbers!

    gah!
  • Im going loopy
    Please can anyone help me i have had VM installed I'm not having problems with the telly, the phone, or the internet but my printer eversince they came to install my printer won't print properly ive uninstalled the drivers twice ive tryed to go threw Dell (yes thats were i got the printer from) and VM and as im refusing to pay a pound a minute i was wondering if anyone here may have the answers
  • alan carson
    virgin media sucks from start to finishal the above experienc i have gone through and after spending £36.00 on pay as you go still no satisfaction.a box was delivered to my home wth the installation equipment. and that was it . three weeks later and thirty five quid out of pocket still no refund still no engineers to install still no phone. after several phone calls some stupid prat asked me to turn of the modum and then back on , after telling this idiot nothing is conected he said no wonder it wont work it will only work if it is installed. ithen asked his location so i could knock his effing teeth out.direct debit caneld three weeks on and still no refund . i want my money branson
  • Fiona
    Help!
    After a year and a half of all the same problems detailed above, we are still struggling to get away from VM. We moved about 7 months ago, and the experience was so painful (moving from cabled to non-cabled areas was too much for the disparate departments) that we determined to cancel after our contract was up in June. We are on the move again, and have been told that when we moved in Feb, we somehow signed up for another 12 months. And again, we now either pay the cancellation fee or have to sign up for another year! All we want to do is leave, but unfortunately, our personal circumstances mean that we haven't been in a place long enough to see out a contract. Surely there must be another way?!
    Any advice welcome.
    And mine to you, is dont use Virgin Media!
  • Tom
    I've just had a similar experience - to cut a long story short, we were promised we'd have a temporary number whilst Virgin ported over our BT number. After about 4 days of the temporary number, where we received all sorts of "wrong number" calls from random people asking for "Boris" or "Sam" etc... the Virgin line went dead.

    I rang customer services for about the 15th time (we'd had major broadband issues for the first couple of days), and they told me that we never should have been told we'd have use of the temporary number in the first place, and it had been taken away. Huh?!

    Then, about 3 days later, the BT phone line has gone down. We now have NO working phones in the house, have had no working phones for 3 or 4 days and have to wait another week before the old number supposedly comes across.

    Basically, the Sales team lied to us. We're very, very unhappy about this.
  • Paul
    Well I have been with VM for 11 months now and I am so getting rid of them when my 12 month contract runs out.

    I thought SKY were bad but VM is in a class of its own for stupidity. They really don't care about all the bad experiences I have had. I was with SKY for six years and I had loss of service ONLY when a bad storm knocked out the signal. Virgin media messes up about twice a month, the on-demand service hardly ever works and their customer service is the WORST I have ever had the misfortune to deal with.

    Usually calling their 150 or 151 service means a lengthy wait and a chat with a disgruntled OUTSOURCED call centre worker who quite frankly seems to hate customers.

    My advice to anybody considering Virgin Media for ANY service - is run a mile.
    Do not make the mistake I made by leaving SKY.
  • hi mate, i have had nothing but trouble, the reason they give you two bills is so they can later merger the two....sounds stupid

    well once they have merged the two, they cancel your direct debits ( with out telling you) a few months later you recieve paper invoice, with administration charges and late payment fees.

    it is a scam that virgin media are running at the moment, they have done it to tens of thousands of innocent customers.

    its a scam mate
  • jonathan lee
    May I add my voice to the universal howl of anguish at the execrable service provided by Virgin Media. As I write, I am once again consigned to another day without email. Can anyone suggest an alternative?
  • jonathan lee
    May I add my voice to the universal howl of anguish at the execrable service provided by Virgin Media. As I write, I am once again consigned to another day without email. Can anyone suggest an alternative?
  • I don't understand how trading standards haven't shut them down! Something is really wrong when a company can treat people as badly as this.
  • Kiki
    so what happened next?
  • I have not read the entirety of you blog concerning virgin=shite but,
    I have had a lot of crappy problems too. Besides this I now realise it doesn't matter what provider you go for the system will always be rubbish because - have you ever seen the street boxes that handle , say, a streets broadband? I very rarely see one that is locked! they are always lying open! prone to rain and vandalism. until they are treated with proper security we will always be open to a rubbish service.
  • irene evans
    My getting onto the inernet in a morning is very slow some days it just doesnt click in at all and the rest of the day is just as bad it seems to be a very bad service in the trench area most of the time some days i just switch off and leave it till later inthe evening and glad im not running a business from here ,my family have been here using the computer and nearly tossed it out the window because its so slow .,but complaints dont seem to matter nothing ever changes except excuses.
  • Andrew Kidd
    I joined VM to get XL BB, M phone and free TV for £30 on 30th august. Cancelled my great no problems bulldog services because getting the phone from VM. Two months later after complaints and numerous phone calls I am not guaranteed a phone line so can’t have TV and have to pay full BB price £37. Even though I have seen numerous virgin media vans on my road installing services for my neighbours. I tried to back to BT but in order to I would have to pay £125 to get a new phone line. I asked virgin to pay this bill as it was their fault I cancelled my phone line and they said ‘as a company we are not getting involved in your dispute with BT. Negotiate for a better deal.’ I replied it’s your fault can I take this complaint any higher??? ‘No this is as high as it can go. You may cancel your account with us with no disconnection fee.’ VM are not at all bothered about their customers and only get you to sign up to their services to scam you out of money. I wonder if I could contact any companies about the appalling misconduct from this company.
  • Mike
    Can't believe how bad VM are. Prepare yourself for wasting ours of your life, re-telling the same story to get no where to do the same the following evening to give up and then to complain to get no response.

    VM have shortened my life. you have been warned.
  • Mike
    This worked for me.

    After giving up try customer services via phone and email I emailed (letter below)
    Simon Dornan - Head of Consumer PR
    Mobile: +44 (0) 7847 279666
    simon.dornan@virginmobile.com

    He emailed back within 10 mins to say he would pass it on to the relevant department. I got a phone call later from a friendly women to say it was now passed to the correct department and she would follow things up to make sure that department dealt with things to my satisfaction.

    Later that day the accounts department phoned me, the problem was addressed and my account credited. I also got the follow up call to make sure I was happy with the outcome.

    I hope this helps if you are having the same problems.


    Dear Simon

    I hope you can help, I have a query regarding a direct debit that Virgin Media has taken from my account. I believe I may have been charged for services that I have not received. After three phone attempts and over 2 hours of being passed from one operator to another (all trying to help but not able to access the information required) I gave up phoning and emailed Virgin via their website. No response. I emailed a complaint to receive an email back apologising for the problem and explaining to me how to get in contact. I thought I already had.

    This is on top of Virgin forgetting to process my original order leaving to a 2 week delay, so no internet for weeks and recently changing my account from a £14.99pm broadband and phone to a £18.00 pm broadband only.

    I won't go into the ongoing troubles I'm having with the ADSL phone line speed and the fact it still is only 128kbps download.

    I have attached a copy of the letter that I have just posted to head office, please could you help in any way to ensure this matter is resolved.

    It would be a real lift to get an email back from some-one at Virgin that was willing to see this problem through to completion.

    Kind regards
  • Ross
    Dont get me started with Virgin media, but i will list some quick bullet points to how they treated me

    * Tech guy hit on my wife while fixing our box and left his personal number!
    * after complaint same guy returned to finish job
    * poor service for 2 year, wuldnt relay cable as requested after 2 year they caved and did the job and found 5 breaks in the line (we could never get service when it rained)
    * set top box broke again, got sent a "new" one but its harddrive was full of porn movies!
    * cable relay men broke paving slabs and hid the breaks with my plant pots! like i wouldnt notice my garden had been re aranged.

    The final straw today, come to order the hatton v maggi' fight and they havent got it because of a tech glitch, not good enough i have friends coming over for the fight been looking forward to this since mayweather!

    VIRGIN IS A JOKE!
  • mark difolco
    Just got off the phone to virgin, i got a phone call asking if i wanted virgin tv free of charge because ive already got phone and broadband, so i took up the offer only to find out that it was a new contract which i was not made aware at the time. It was just recently i tried to give 30days notice to end my account but was told i was in contract untill march 2009 all because i took the broadband/phone upgrade that was offered to me free but again it was another 12 month contract that i was not told about at the time. I even argued with the operator and was told to speak English but im scottish to me this is racism!!!!!!!!!!!!!!
  • Andy
    I just wonder what is virgin media doing about the 127 complain/comment made on this blog? I am the 128th that now declare Virgin Media is suck .. I pay 20Mb XL service and I get 500k download all the time. Virgin Media customer service agreed there is a netwok congestion in the area so I should wait unitl the network is not busy to use the internet e.g 12.30am - 6am. I am not sure why virgin media technical support think that is nothing wrong with it. Virgin used to be a good brand to me .. not anymore , strongly recommend to stay away from all virgin products if you haven't become a victim.
  • Sabrina
    yeah!
    you are right!
  • nige
    Quite frankly Virgin Suck more than a bitch on heat and damm they suck harder.

    when i was with ntl i thought the service was bad having to reset the modem every week , but VM, i have to reset it everyday !! im now on thier 10 meg service, which tbh i wish i was still on thier 2 meg service as i NEVER had a problem with! so 2 months down the road, resetting modem every day , CS telling me to conect directly to the modem avoid using antivirus / firewalls, etc a max speed of 200 - 300Kbs , being put under traffic management when i have only downloaded 140 meg in the whole day !! Ive had enough.. Im canceling my direct debit and they can go whistle for the rest of the 10 months contract. They are now offering 50meg on docsis 3, Hell they cant even get 10 meg right, what fucking moron gave them the idea of using 50 meg, And for one of thier top dogs to say they could release upto 100 meg like yesterday even 200meg, they need to get thier friggin 10 / 20 meg service sorted out first.

    No wonder most of their old customers are using hacked modems, I think ill be doing the same !! I cant wait for this other company to bring out fibre optic across the uk :)

    If vm dont come collect thier equipment when they say they will then it either goes in the bin or it gets sold. :) they wont take you to court, they may threaten you but thats all they will do as it will cost them to much :)

    As for VM saying its unlimited broadband then they are breaking the law, as its not TOTALLY unlimted, which they say Traffic management MAY effect users. Bt have got took to court over this and lost :)

    Stay away from Virgin media. MR branson do ur self a favour, pull out of partner ship with VM, your putting ur name to shame!!

    £27 a month for 10 meg ( 2 meg effective ) and a fone line !

    not worth pissin on really !!
  • spuggy22
    i work for the citizens advice bureau, Virgin Media has a poor customer service record an inability to deal effectively with it's customers issues. Richard Branson needs to sell up and move on as he has no clue about customer service. i'm appalled at the number of complaints regarding this company. virgin media ranks 3rd worst uk company (fact) long waiting times on phone. non returned call backs. language barrier. very poor after sales service. very expensive call charges. unfair charges for itemised billing as reported on BBC Watchdog. This is a very uncompetitive company who have no interest in it's customer basis. Virgin Media has become too Complaisant with it's customers. British Telecom have learnt alot of lessons me and my colleagues enjoy working with BT to resolve it's customers problems unlike Virgin Media whom are a night mare to co-operate with, rude and very inaffective. i would be more than happy to speak with Virgin Media on these matters to help them better understand it's customers needs and expectations, enabling this company to move forward not backwards as it appears to be doing.
  • lee
    just to confirm, vm are still terrible, i havnt even used internet all day so havnt run up the fair useage limit and my internets capped from 10mb down to 1mb :-/ .. no point in phoneing as we all know where that gets one, nowhere, also they still owe me £30 thats a year overdue i doubt i'll ever see that, bunch of useless thieves
  • janine
    Where Do i start looked in the paper and saw what virgin media was offering gave them a call payed my £30.00 to have it in stalled on the 3rd feb 2009 between 12 & 6 called me at 5 to say wont be with me to day because of the snow booked it for the 14th feb 2009 boardband and phone line. came at 12 pm some young lads everything was fine it seemed to be rushed but what did i know they disappeared for sometime i when outside no one to be seen.
    came back said ok all up and running ok great i said gave me my number then of he when .went upstair to go on the computer you guessed it didnt work so i called got someone on the phone who didnt speak much english in the end gave up called back spoke to a young lady really nice and helpful got me up and running called my mum and gave my number your thinking thats not bad well here it is the number i was given as been cross weired with a lady a round the corner so i can use my phone the box that was put outside on my wall has all the live wires showing sop if it rains i will go bang i called and told them that this is very bad work menship and he has 48 hrs to get it sorted or he can stick it so if you r thinking of getting virign media THINK AGAIN
  • Rick Kikrby
    VM= well all seems good then your B-Band is slow and they say sorry have a credit for the month etc.. I donl;t want a credit I want the speed!! next you move home.. well they say no problem we can come and fit your service, I explain there is already a box, they say o'yes there was a service there B4. They arenge for a guy to come and all he does is call and have the box set up at the new place all good and well?? No!! I call to cancel my service as been having issues and no longer wish to have VM anymore only to be told sorry you have month 10 months left!! I said how can that be?? I have had this about three years how can this be, sorry Sir when you moved we re-started you on a new 12 month contract. I said that's news to me so you are saying just because a Guy came and called a number to activate a box no drilling or fittin of wires was required that now I have to pay until the end mm Yes sir but you should have been told this!! well I wasn't I was told you can wright a letter and tell them what happend they may let you off the 10 months. They didn't!! I had to stay with them so I made the best of it. I heard that 50meg B-band would be out soon and I thought mm that might be good.. if only the 10meg was good!! lol anyway the other day I did a random speed test as I do from time to time over the net, I was amazed to see the needle shoot right into the red of 30meg!! WOW I thought and quickly searched VM web site to test my post code YES!! 50meg was nor available in my area of London. I look at the deal mm that's good only an extra £15 a month I'll go for that I thought....... I call VM and after 15 mins (I know as I used my internet phone and it logs the minutes) I get to speak to someone who comfirms the extra £15 a month, they say you wnat to go ahead, I say yes.. then cvomes ok well there is a £30 charge for the Modem and a £50 activation fee and some one will come fit the modem for you.. I said what!! I'm sure I can fit a modem thanks!! why all the expense etc.. I;m pritty sure she maentioned a fitting fee too..... I told the women that when I got VM fitted orignaly the guy's had to come and route cable from the street and secure it along the wall etc.. drill a hole run cables fit the wall box and phone line etc.. and this was free!! now your telling me a guy needs to come and fit a modem (Plug it into the wall and my computer mm sounds hard don;t it!!) and thencall a num,ber I guess and say can you activate this anf that's gonna cost all this cash?? mmm Yes sir.. Well then you know what you can do wioth you new 50MEG B-Band then donlt you!! ( I was more polite on the phone) she said I guess you don;t want to upgrade then.. Your Damm right!! what a RIPP OFF!!!!! who do they think they are????? send me the modem and Cd if needed giove me a number to call and just charge me the god dam extra £15 a month!! then you have a customer for I guess another 12 months alotho this was again not mentioned at the time but I'm guessing they would have started all again!! I moved with my orage moblie phone on contact they didn't have to anyrthing but change my address they didn;t say mm well we will have to re-strat you contact again!! the bloody cheeck a guy call a number and I have to start the whole 12 months agin!! I can see if the guy had to mdo a complete insatlation where you might think Vm wants to get some cash back but 12 months worth for a phone call!! that's out of order!! If it is the case that they do this to get cash back then they should say you have the option to pay say £20 fitting fee or re activation fee for the new palce .. not a anew 12 month contact that the moving team seem to miss of the converation over the phone!! come on VM send me the new modem and a number.. get me signed up to 50meg.. stop ripping us all off!!
  • Rick Kikrby
    sorry for last I was in a rush hope you can understand it :) lol
  • Rick Kikrby
    Re: 50mb Service Cost

    --------------------------------------------------------------------------------

    Quote:
    Originally Posted by telfordcable
    If all of us 100% don't order or don't sign up to get 50Mb for next 6 months, then I believe VM boss might say "I am disappointed no ones seem bothered to sign up 50Mb or 50Mb with phone as I think we have to reduced 50Mb price and axed the activation charge and installation charge to bring the customers in".

    50Mb for £51 a month, £50 activation fee charge, £30 for standard installation charge (overall cost is £131 one off fee plus one month advance payment of £51) is really a rip off !!! I will not buy it or sign up !

    DON'T SIGN UP !!!! (because it say 'Up to' 50Mb might be 25Mb or 30Mb or 40Mb or will it be 50Mb all times ??)
  • el
    just disconnected virgin broadband. what a slow speed ! called customer service and asked them where return their router. answer: look at the package. but there's no package they brought and installed it . searched through google. no answer. seems their customer service is complete piece of shit without any chance for help.
  • Neil Payne
    Absolute waste of time is all I can say about VM. When we first got hooked up with them we did so via the, allegedly, quick start. We went for this option because we had moved into a property where they had also been on Virgin, so the cable and phoneline etc were all there and working the day before we moved in.

    After waiting all day for the delivery of the TV box, modem etc it didn't show up. We must have made 5-10 calls before we spoke to someone that was obviously using the company brain cell who told us that the delivery hadn't left the depot...which was great, a day of my annual leave wasted there then!! Then when it did show up a day late half of the cables were missing so we had to then wait a week before we received the cables. We had to decide to have TV or Broadband setup as we couldn't have both due to the missing cables. We were told it would be a day or 2 before we received the missing cables, which would be sent via the post so we don't need to be in to sign for them. So, guess what, they send them a week later via a courier, so another days holiday taken.

    Now, at the same time we were waiting for the phoneline to be installed. Although there was a working connection to the flat it would take a week. So we wait a week, still no working line. So we call 1221312786234 different departments before we are told the phone works. Now given that there is no dial tone they still argued it was working!! Eventually they decide to agree and send an engineer out. All in it took 2+ weeks to get a working phone. Then, and this is the kicker, someone on the same street had a phoneline installed and they managed to cross the lines. We were also charged for this other persons calls, which cannot have been made by us as we were both at work!! Still no refund.

    We've had the TV/BB dropout 4 times now and lost connection completely.

    Then today I call to advise we're moving house. The new place has a cable from the street, into the house and connects to a Telewest/Virgin box in the house. But apparently there is no line into the house. So they want to send a 2 man crew out to dig up the drive where there is ALREADY A SODDING CABLE, oh and this won't be for 2 weeks!! Think it's about time we just got shot of them, absolute bunch of clowns who couldn't find their arses if they sat on their hands!!!
  • Pookster
    VM complete waste of space, time money and effort

    House move/transfer took 2 weeks not the 2 days they promised

    Last night, conversation to support line went.....

    Me; "I'm paying for 10Mb service, only getting 859kb/s"

    Agent; "Sorry sir cant register it as a fault until it goes below 450kb/s"

    Me; "Are you serious ?"

    Agent; "Yes sir I am, we don't consider it a fault"

    Me; "So why dont I just pay for a 2mb service and pray"

    Agent; "That would be an option sir"

    Me; "What to pray ? or downgrade to 2mb ?"

    Agent; "Errr"

    CLICK....I'd put the phone down on him

    WHAT THE F#@$%???
    Are they serious ?

    Watch this space
  • steve mitchell
    Well
    I see that the thread is a little old but I just want to add this:

    Telephone - Report fault in mid September 08
    03/10/08 - 1st Engineer visit supposed to be no show, no phone call from Virgin – Mae day off, 8 hour wait in.
    Called to sya that no engineer called and told that I could expect a call back

    15/10/08 09:20 - No call received. Spoke to Saurabh in faults dept who apologised and promised to call me back.

    23/10/08 16:15 – Gaurav fault dept promised to call me back

    27/10/08 20:00 – Engineer supposed to call but no show. I took day off work, no call from Virgin. Spoke to Ricky in faults dept 20:00 who promised to call me back.

    29/10/08 14:05 – Spoke to Vicky who promised that Colin Mattison (supervisor) would call me back.

    31/10/08 11:14 – Spoke to Subeg faults dept. Said that he has escalated the call and will contact field manager.

    04/11/08 Spoke to Taruna who promised to call me back. Also spoke to Nitin in customer care who promised to monitor the case and call me back.

    17/11/08 – 13:00 Spoke to Fiona in customer care telephony team after receiving letter saying that Virgin had tried to contact me to no avail – how did they try and contact me? No missed calls or VM messages!

    20/11/08 – 09:59 Spoke to Arthur who said that Atiq in install Complaints who should be dealing with this and he will try to contact him while I hold. Spoke to Atiq 0845 045 1064 ext 6259

    09/12/08 13:45 Martin Mcloon – ext 2581 customer relations, Teeside martin.mccloone@virginmedia.co.uk To keep my business reduce bill to £57 a month and look to upgrade broadband. Gary Pilbean to call in next day or so. (He didn’t call and there has been nothing further regarding Internet Service Upgrade).

    10/12/08 John Saunders called and engineers visited. Needs cable pull at end of street. They will then reconnect me.

    11/12/08 Sent Martin an e-mail – no reply

    19/01/09 – sent Martin mail asking for service cancellation of telephone service – no reply

    23/01/09 – Speaking to Julie in complaints. She has taken note and said that she will get Atiq (in complaints dept above) to call me back asap. I went through the whole list of events above plus the internet issues in my Virgin Media Internet and TV task list. (Atiq has not called to date 11/02/09)

    26/01/09 – Engineer called. Service worked for 1 hour and then failed. Took 3 hours off of work for that!

    27/10/09 – Called VM to report failure. Manager and engineer visited site and arranged for cable pull contractors to come out.

    27/01/09 – Debbie from Tech Support called saying that a new site visit booked for Thursday from 8am – 12. 3 more days of not working from home.

    29/01/09 – Cable pull contractors can’t pull cable say that road needs to be dug up. He does however get us a connection so that we can watch either TV or use the Internet. Not both at the same time though! We have to change cable over at back of V+ box and modem.

    2/02/09 – Geoff and Jill from DMT 0845 111 0737 opt 2 and then Pierre called to say that the cable pull through team cannot make it because of bad weather. All three did not know that a dig is required. When I told them they all apologised and said that they would update the records! It doesn’t seem if any of them have or why would they keep calling? Must say though it makes a change as until this point no one had bothered calling!

    11/02/09 – Samua from Construction Desk called to say tomorrow’s site visit has been cancelled! I wasn’t told that there was going to be one again. Arranging for 7 – 10 days.

    24/02/09 – Spoke to Dan in customer concerns, left contact details and he will pass details to Atiq to call me back.

    26/02/09 – 15:35 - John wants to put me through to Atiq who “will call me back”. I have asked for a manager but he is on a break until 16:25. John said that his manager’s name is Dan. Atiq will call me back.

    26/02/09 – 17:55 - Had to call Atiq, who apologises but cannot confirm that the work can be done. I have said that I am moving and wish to take VM with me however he needs to make me an offer I cannot refuse.

    05/03/09 – Peter Day says that Tim Ward Team leader or Atiq will call me back in the morning. Didn’t call.

    11/03/09 - Paul Leyton says that Tim Ward will call me tomorrow! Didn’t call.

    13/03/09 – 13:30 Speaking to Atiq. He will call me back with a figure for reimbursement. We have agreed £266 to be sent by cheque. All VM services turned off today.

    09/04/09 – 15:16 Atiq called to say that he cannot pay £266, only £196 – the remainder being a good will gesture which he cannot pay as I am no longer with VM. When we were discussing the payment I explained that I was leaving VM and Atiq acknowledged this. I also said that I have received a bill from VM for £11 and he said that he would deal with it today.

    VM have the monopoly on useless idiots working for them! It is a releif to know as this should mean that there are not any more useless idiots working anywhere else!

    Steve
  • Jonathan Lyall
    you shouldnt record the calls mate, its illegal
  • Mike
    VM are a joke they should do something on watchdog about them - I've finally got rid of them best thing I've done all year -
    My broadband was working ok and then for some reason it just stopped working so I called the call centre never have I experienced a worse call centre I discovered later on if you call outside office hours you get India - if you get India hang up !! Its not worth it you just come of the phone feeling really angry.
    They then told me that they needed to get an engineer round to my house but I can't get in from work till 6pm - they told me that the engineer will be calling between 5 and 7 and if I'm not in when he calls I'll get a £10 fine - managed to finish work early on the train home the engineer phoned me and told me no need to come round to my house as the fault is with the outside box and an engineer will fix it on Saturday morning , guess what Saturday morning came and went but no fix . Phoned them up got fuckin India again !!!!! Told the guy there I want someone round now to fix it - that will not be possible
    Waited till Monday called them and asked about the cancellation terms - within 2 minutes the engineer was on the phone saying I'll be round tonight to fix it and to be fair he did fix it . It lasted a week and then it cocked up again that was it I cancelled it could not take anymore. I told the girl I'm not getting any service from you anyway the only difference is that I'm not going to pay you.

    Remember VM / Branson we're the customers your not the customers continue to treat us like shit and you won't have any customers
    Get Branson on Watchdog -
  • paul obrien
    why do i pay more than my mates when they have an extra service than me ?e.g {phone}why do i have to switch of my tv so often?,why dose my music on demand keep freezing,?why is my broadband so slow,i would be quicker with an abacus and a slate,.your coats on a shakey nail,totally unacceptable. there are other providers out there,not a happy bunny
  • mr angry
    dont you just luv this ....super duper communication company.you know the one with wow high tech super duper fast digital technology,.someone explain to me how you wait 45 mins to get to talk to someone .......after all its a super dupor fast communication company.anyway .had some probs with my smart card .gotta wait a week .from the super duper fast communication company i cant believe branson has put his name to this .ive lost all respect for him very apparant now its just about capital .anyway ...i got to speak to the manager of our area ...after 4 hours of waiting on the super dupor fast comunication system they have ....i pressed him hard .on my complaint ....he actually said to me ................yes i know this service we give you is very substandard unreal comment from a manager ..........watch this space
  • David Pearson
    Utter shite. Slow, clumsy, unavigable, no customer loyalty as it seems all the new customers get better deals than us old ones!
    Richard you've bought a pup and it's turned into a right old dog !!!!!!! Off yer arse mate, it's what you used to be good at, this company requires sorting, I suspect there's a fair bit of bullshittery and wankword bingo occuring in upper management , know bugger all circles. They certainly have you fooled at any rate. I have to use Google to connect to any of your services as your front page doesn't cut it. Let me put it another way, would you prefer I caught an American Airlines ticket to travel to Virgin headquarters New York ?
    One word " embarrasing"
  • vaebhav
    ahh..
    from past 2 year i am suffering the worst of them.
    they don't know how to talk. wish i could really told richard about how shitty his company is..
  • Ben Dover
    The offer you excellent deal won't send you a e-mail to conferm it
    I have tv,b/b,and phone all for under £23 and i asked if my payment would go up if took up the free sat and box at no extra cost and they promised that it woul not
    when i got them to to deliver a set top box and wire it all up it cancelled the offer i had with them said it was a change in services that i recive and the price whent up by £9 well NTL still the same just a name change oy on that subject

    Mr Branson sold your name for 10% of the company
    I Sold my name to the Queen for a shilling to keep money grabbing bastard's safe like you and NTL shit allway's travells downward's can't wait for for the worm to turn
  • Virgin Media are actually unbelievable.

    I have waited 6 weeks to get my phone switched back on.
    I have taken 4 days off of work to let their engineers in.
    I have made numerous phone calls to them.
    I am still waiting for the phone call back that they promised.
    I am still waiting a response to 3 emails i have sent.
    I still have no phone.

    Therefore i have set up a facebook group against them:
    http://www.facebook.com/group.php?gid=136070321...
    Please join
    thanks
    Martin
  • Samantha Edmonds-Fry
    I have had the the joy of being a virgin media customer for exactley five weeks, one would think that in such a short space of time and as a very new customer virgin would be pulling out all the stops to impress!!!

    so far i have lodged 7 serious complaints regarding thier appaling, rude aggressive, obstructive and unhelpfull customer service and tech support staff, all of these complaints i have been informed are being dealt with internally, yeah right more like logged and filed away!!!

    The conduct of thier staff ranges from being very rude and unhelpfull to todays chap who was downright abusive and thought it was aceptable to call me a "C.U.N.T" when i asked to be transfered to his manager because he was shouting at me because i did not understand what he wanted me to do.

    I am not technically minded if i knew how to fix the repetd faults with thier e-mail service i would have done so, however i was of the understanding that if you pay for virgins tech support then that is what they are thre for, i understand they may find it frustrating that i am not the tech wizards that they are and may require a little assitence but to shout at me and call me C.U.N.T is taking things a bit far!!!

    When i phoned customer services and finally got to speak to somone here in the ukl after being passed to 12 differant people i was told they would log my complaint and deal with it internally.

    so i informed them that i will be dealing with my cancelation letter and my complaint to OTELO (telephone watchdog) internally as well!!

    five weeks of hell and im glad to be closing my account
  • serge
    want to leave telus/rogers/fido without cancelation fee?? you want to have a cheaper rate plan?
    want more detail email me at serge.purtell@bell.ca
  • disgruntled
    I echo all the previous comments. VM are SHIT. I have been without a landline now for 4 weeks. Twice I have arranged to be home for an engineer - it will be of no surprise to hear that the engineer didn't show up. I even got a text from VM on Friday confirming the the engineer will arrive between 8-12 yesterday Huh!

    Its obvious from all the previous comments VM don't give a damn.

    I wouldn't advocate breaking the law but if you want to get your money's worth you may want to consider getting one of Eurovox set top boxes. I don't have one myself, but I've heard good reports - you can also get BB access with it.
  • Fran
    and so it goes on. Latest being tv reception from set top box continually freezing---having paid for Sky 1 for Ashes!!! Engineer replaces box and guess what? still freezing. India as you say is hopeless just say 'youll have to wait till we call our faults department' what are you then??? Also email connections constantly going down - now second day of latest issue and still no idea when will be fixed.
  • Craig
    Just wanted to join the VM bashing. I made the mistake of changing from BT to VM, and after 2 weeks of basically the worst type of 56k connection (supposed to be upto 8mbs!) and customer sevice, I told them to shove it and switched back. Now their trying to destroy my credit report by chasing me for £196! Oh Virgin, do you not realise how many people have already received an email from me regarding your behaviour?

    It used to be a customer told of a bad experience to 9 or so other people. Now with the internet, we can make that thousands.
  • Chris
    I too think that Virgin media are "shite", piss poor customer care, and will lie to you so that you pay more to resolve complaints, as they did with me, I am happy with my HD XL Tv/Phone, although my HD Tv box keeps freezing up, but the 20MB service I upgraded to because I was being throttled by 75%, "fair use", traffic management, its just an excuse to provide less than a 100% shit service, and they still expect you to pay 100% of a 25% service, not any more, I will not be throttled any more, it will stop or I leave, by the way they also advised me to upgrade yet again to the 50MB service, that does'nt get throttled they said, I will not beleive a single word from Virgin Media ever again, and my advice to any unfortunate fool who is thinking of taking a service of any kind with Virgin Media is avoid it like the plague, and also avoid all of Richard Bransons other companies, Virgin Media is HIS !!!!!!!!!!!!!!!!!!!!
  • Francesco
    DO NOT CHOOSE VIRGIN MEDIA...

    IT'S FUCKING CRAP....

    ESPECIALLY THE BROADBAND BECAUSE IT JUST FUCKS UP AND THEY WILL CHARGE YOU A HUGE BIG AMOUT OF MONEY ON YOUR TELEPHONE BILL BECAUSE I AM SURE YOU WILL CALL THE HELPLINE NUMBER ABOUT 500000 TIMES..... WHICH COSTS A LOT OF MONEY....

    VIRGIN MEDIA IS FUCKING SHIT!!!!!!!!!!!
  • Sabrina
    OMY, thanks a lot for sharing this. I am almost crying for my terrible experience with Virgin Media. This company is really a nightmare!!!!!
  • Yeah, they are billing me for two months after i moved out of my house, although while i was in it the connection was despicably slow .....

    Really, really such a bad company with non-existent customer service .... I can't believe they fuck over so many people yet still thrive!!? That's marketing for you!

    Fuck virgin media!
    :-(
  • Malcolm
    The interesting thing is that I can't even get them to come and install what I need. Now after reading this I am seeing the light!
    It has cost me over £50 pounds in calling credit being passed from person to person. They have not turned up to install what they promised. There is no other way to get hold... forget it, I won't waste more of my precious time on this. Will choose another provider. The irony is that I work for a Virgin company!
  • Not happy
    I also have had the worst experiences of Virgin Media broadband, countless, and I mean COUNTLESS phonecalls- promises of a technician who never arrived, call backs which never happened. I am at my wits end as to how to resolve this and get back online- they have offered me a months 'free' internet which is laughable as I've been offline for almost a MONTH!

    Awful customer service and technical service. They really need to sort themselves out.
  • Susan
    WOW! I have had nothing but problems with this fucked up fucking cunt company!!! You can't re-activate your phone from the phone, the online re-activate/top up doesn't work either, if you call the 800 number or any number you get the passive aggressive fucked up Phillipines who play a "Who's on 3rd?" game with you with no cultural ability to actually answer a question. All they do is keep saying yes, i understand or yes, thank you, ok.. It's like that character on Mad TV played by what's his name asian guy who imitates the crazy mechanic who refuses to answer a question with any coherent or relevant response. They once charged me twice and fucked up my bank account resulting in bank charges and it took me 2 HOURS on the phone, first with God know who before I had to INSIST on a Supervisor who finally acted like an American company representative and understood and credited me back one free month for damages. WHAT I HAD TO GO THROUGH TO GET THAT IS A MOVIE IN ITSELF!!!! I use their cell phones... 2!!!! We loyally fly their airline... You would think they would give a damn. I am about to go directly to their head corporate office on behalf of all of us and do a short film on it. Where is Heraldo Rivera when you need him? I HATE YOU VIRGIN MOBILE!!!!!
  • sharon
    omg i tell u what if anyone knows of a way to sue them help me please ......... shit crap ballocks thats what virgin is
  • Virgin fail
    After 2 hours on the phone of getting re-directed they said "We will put you through to someone else" (bearing in mind this is like the 15th time) and when i am on hold they cut me off, so going to look now for a better ISP Virgin really are a no go.
  • Samuel B
    I had to endure mmmmbop and 2 other songs for 2 hours when i went to get mine. Now they have the nerve to throttle my conneciton on their so called unlimited broadband....what a wank.... so yeah i feel your pain. Im still waiting for my phone to arrive and its been 2 months.....fuck sake
  • Joan
    I have just left Virgin Media after several problems with them and having to take them to the Ombudsman with no success. They lie, harass and get away with it. I was with Virgin broadband and moved house and they still charged me for my old service even though they changed me to cable at my new house so I was effectively being charged for two services!!!!! They say a direct debit failed when it didn't - I have the proof in my bank statement, they ignore letters unless they are recorded delivery - absolute nightmare. DON'T GO WITH VIRGIN MEDIA WHATEVER.
  • steve
    Virgin Media Fukin parasites, lost my job phoned and asked for a lower package,after been passed around like present at a kid's pass the parcel game ,they told me it was't possible ? , so i told them cancle my contract,send a final bill with there cancellation costs, they sent a bill ordering me to pay over 300 pounds in full within 7 days . i constantly phoned them saying that's not possible and could i pay in installments, i thought 40 pound's a month was reasonable amount due to my circumstance's,they replied saying they wanted 50 pound aweek,considering JSA is only 65 aweek... Now 2months later of constent arguments they have handed it to debt collection servises . not sure where i stand , i thought if you offer a reasonable offer they normallay had to except. WHAT A BUNCH OF RIP-OFF UNFRIENDLY WANKERS VIRGIN ARE AND HOPE THEY DIE A HORRIBLE DEATH :p
  • john campbell
    Call Virgin on: 0161 296 2985 and ask for James Mitchell. It is priority CS number! I got number from Clare in Chief Executive Office. In my opinion the majority of them are f*****s however James, Penny Patchett, Tim Ward or CEO Neil Berkett neil.berkett@virginmedia.co.uk will resolve any issue within Virgin.

    ***NB: IF NUMBER ABOVE DOESN'T WORK, TIM WARDS DIRECT DIAL IS 0161 296 2644***

    Emails:
    james.mitchell@virginmedia.co.uk
    penny.patchett@virginmedia.co.uk
    tim.ward@virginmedia.co.uk

    Hope that this helps. email me 2 get brief on lies from them.
  • emily_m
    John, I have read your post regarding "virgin media really sucks"
    I was wondering if you enlighten me to the lies that have told you regarding you service, as I have also been in contact with them and am wondering if they are just feeding me lies to!
    Many thanks
    Emily
  • Danny
    my expirence with virgin media.

    called them in oct 2009 as a new customer, was promised a great deal with 3 months free (tv broadband).
    they sent me a letter asking for £100 deposit after already agreeing an instalation date. set up direct debit in with girlfriends bank account.

    when they arrived to set up they had a v+ hd box which i didnt ask for. i was then sent a letter asking for an additional £50 for the box, i told them i didnt want it and i want it collected and a standard box installed. they said i already opened it so i cant do that, i said that there install guys opened the box, but that didnt matter. anyway, i paid.

    first months bill arrived.....

    £50 for a v+box (i already paid for)
    £25 broadband (supposed to be free for 3 months)
    £23 tv (supposed to be free for 3 months)
    £11 line rental
    £20 call charges
    £30 instalation fee (was a free instalation offer)
    -£13 for bundle

    i called them and they said = they never heard of a 3 month 3 offer, i was being charged for a installation fee because its not the package with free installation because of the v+hd box (that i didnt ask for).

    i argued it out and got the free instalation, free broadband free tv and didnt have to pay for the v+box AGAIN.

    2 days later i recieved another bill. asking for cost of services and instalation fee
    £25 tv
    £23 broadband
    £30 instalation fee

    when i spoke to them they claimed the statment was incorrect and infact i needed to pay for 2 months worth of services in the first bill which i was apparently informed of. i was not and argued it out and they withdrew the bill.

    2nd month bill =

    £25 tv
    £23 broadband
    £11 line rental
    £50 v+ hd box
    £29 call charges
    +
    last monthe bill brought forward!!!

    WTF!

    anyway, sorted that.. again same issue, they never heard of 3 months free, then they did all of a sudden. they agreed i already paid last months bill and v+ box.

    3 months bill.

    £25 tv
    £23 broadband
    £11 line rental
    £29 call (amazingly exactly the same amount as last month!)
    + last months bill brought forward
    + the preveous months bill brought forward!!

    WTF again.

    when i called, there only response was they had never recieved any payments off me!! ever! i was amazed.
    it turned out they were trying to take the direct debit from my girlfriends account IN MY NAME!! the very kind lady understood there error and sain i had 10 days to bring account up to date before services were affected. cool.

    2 days later....
    no tv services, no broadband, no phone. (christmas eve)

    ... so i called .. again.

    apparently it didnt mater what they said before, i couldnt have my services because i went over a certain amount.. then said this was because this months bill had been sent out and was added to my account bring the arears up to the limit. they did not give a crap that this was there fault. i simply paid at least £90 on christmas eve of i had no services.

    oh, and apparently the bill im going to recieve if for £86 for the month of december (not including the brought forward amounts).

    apparently im being charged for the free tv and broadband again and amazingly the call charges are (drum role) £29 again.

    HAPPY BLOODY XMAS U SKANKING TWATS AT VIRGIN MEDIA, I HOPE YOUR TURKEY GIVES YOU THE SHITS TILL NEW YEAR.
  • amtizere
    virgin media are the biggest arse holes in the world
    i had so much shit from them its unreal i hate them
    lets start they use to cut me off had no broadband no phone over a day late payment and that was high i swear this company is robbing its customers what a shitty nasty scam
    i never recomend this load of stinking shit company
    when i phoned up the customer services the dick head i was speaking to was horrible he told me i am a security risk and should look else where for broadband and phone .
    The shit bags are the Most crappiest Rip of merchants I have ever joined !!!
    You Have to pay for their cut offs Around £10.00 They fucking robbed me! Accusing me of using my services to much Cutting me off and putting me back on it caused so much trouble! I Highly DO NOT recommend this service!!! Dont join the robbers they are the biggest shit bags in the whole fucking world ! I hope people take a look at the number of complaints on here all mostly simular to mine and make Virgin Bloody Media Go down in history and drop dead! Fuck you shit bag Virgin Bloody media You Virgins Hense the name! You bunch of scammers. Im really glad now I have joined with a Much better company with more higher standards Virgin media is the reason why we were born with middle fingers. I swear one day I will get someone to investigate virgin media and their big scam And i bet you they will find something !

    So Go Suck an arse you cunt of a company!
    Dont you dare try and rob me ever again !
  • Siannie
    OMG THEY ARE THE WORST COMPANY IN THE WORLD DO NOT USE THEM IF YOU ARE THINKING OF IT! If you have any problem.. and i mean any problem you cannot go into one of their shops.. oh no! You have to phone them WHICH COSTS A FORTUNE .. wait on hold for no less than 30 minutes!! Talk to one of their staff who are all idiots who hung up on me again and again and again! MY PHONE BILL CAME TO £70! When i complained they said to me.. yeah we dont care!! DONT USE THEM DO NOT USE THEM IF YOU NOT STUPID YOU WILL GO SOMEWHERE ELSE! After this year contract with them is finished i wouldnt look at a brochure of them twice, not for t.v. not for makeup and not for flights or what ever else bull shit they scam you into using! THEY ARE SHIT!
  • aidan_j
    Virgin Media service is the most inept and non-customer facing I have ever come across. I have been without TV, Phone and Broadband for five weeks and was scheduled to get re-connected ("it needs a re-pull, sir") this Thursday. This was the fourth re-schedule, due to every conceivable excuse in the book. I was then called today to say that the work will be completed by 16 Feb and that they could not guarantee an actual date. I called the magic 01256 752000 complaints department and after a short discussion with a lady called Jill, was informed that "hopefully" it would be done this Sunday, 31 January - more than six weeks after the service failiure. I said that enough was enough and that I was going to get TV, broadband and phone services elsewhere. She then stated that I would be liable for early contract termination charges - would you believe it? They're going to charge me for disconnecting a service that doesn't exist. Pah! If you read this, please please don't sign a Virgin Media contract - you'll live to regret it
  • big tom
    I was once told by Virgin Media that the reason why I had no internet connection was that my account was 'pending disconnection'. It was true that I was trying to change ISP- but the girl from the call centre actually said that there would be a three-four week period when I could receive no internet from any provider- I was in a kind of limbo period between suppliers.
    This turned out to be total bollocks; a Virgin tech support guy I eventually got through to sorted the original problem out there and then.
    A month later I had disconnected from Virgin and joined O2 (pretty good). But- get this- Virgin were STILL charging me for broadband, since (they claimed) O2 hadn't used the MAC code yet. This was absolute crap: O2 had been supplying internet for over a month at this point. Virgin were trying to charge me for a service I was not receiving!
    I don't think I need to tell readers of this forum how long I had to wait on the phone, or how many different agents I had to speak to to get these nuggets of info!
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