Your customer service is very poor still. I was told one thing when sold the package, a...

GetHuman4857372's Complaint issue with Virgin Media from May 2020

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The issue in GetHuman4857372's own words
Your customer service is very poor still. I was told one thing when sold the package, also that would get it installed... but appeared was booked as a self-install incorrectly* as had specifically asked owing to previous issues with connection, to have someone come round and reconnect the outside box. Thought was coming one Saturday and never came. Had to rebook after 'seller' said it was on the system and what could he do, so directed me to the Indian call centre... went round the houses and eventually got through, after no responses to messages, albeit this was ** hrs later. Managed to get an accelerated booking for the next Tuesday as explained my connection issues. Was told at this time after also explaining wi-fi challenges last time had Virgin, that it wouldn't be a problem and engineer would have boosters on the van and I could get this if wasn't extending. Engineer did finally turn up on the Tuesday but said he couldn't connect any boosters owing to Covid and didn't have them on the van. He was there just to connect the broadband and tv. Again explained my issue over Wi-Fi, but owing to the fact he had to leave a) installed and b) safe, said could do nothing about it and I'd have to request booster again separately and*or a call for a relocation of the hub. Given my previous experiences with Virgin CS, I was sceptical I would be able to do this... and so it proved.**See last post. Have the hub installed but the Wi-Fi is again woeful , so unless am next to the hub or 'plugged in' am getting nowhere near what am paying for and often drops. Whilst am aware that it's not VM's issue over the Wi-Fi element, had explained all this when booked to have you back (as was a major issue before) but* was assured it could be sorted and would be happy when engineer left house... only happy I have the right connection out of the hub. Have had * different stories since it's been installed, very inconsistent and now saying as not some level of customer that would have to pay £* a month for VM boosters anyway. Was not told this before. Decided to look at my own options to sort, as at least you are bringing in the right speeds to the unit itself... and was the reason chose to go back to you despite my previous concerns. However, I seem to have conflict with your hub and the extender I've got... Virgin have been no help to sorting. On top of the outlay on that, I really don't think I should be paying extra per month to be getting a reasonable service from you.**Your customer service is very poor still. I was told one thing when sold the package, also that would get it installed... but appeared was booked as a self-install incorrectly* as had specifically asked owing to previous issues with connection, to have someone come round and reconnect the outside box. Thought was coming one Saturday and never came. Had to re-book after 'seller' said it was on the system and what could he do, so directed me to the Indian call centre... went round the houses and eventually got through, after no responses to messages, albeit this was ** hrs later. Managed to get an accelerated booking for the next Tuesday as explained my connection issues. Was told at this time after also explaining wi-fi challenges last time had Virgin, that it wouldn't be a problem and engineer would have boosters on the van and I could get this if wasn't extending. Engineer did finally turn up on the Tuesday but said he couldn't connect any boosters owing to Covid** and didn't have them on the van. He was there just to connect the broadband and tv. Again explained my issue over Wi-Fi, but owing to the fact he had to leave a) installed and b) safe, said could do nothing about it and I'd have to request booster again separately and*or a call for a relocation of the hub. Given my previous experiences with Virgin CS, I was sceptical I would be able to do this... and so it proved.**See last post. Have the hub installed but the Wi-Fi is again woeful , so unless am next to the hub or 'plugged in' am getting nowhere near what am paying for and often drops. Whilst am aware that it's not VM's issue over the Wi-Fi element, had explained all this when booked to have you back (as was a major issue before) but* was assured it could be sorted and would be happy when engineer left house... only happy I have the right connection out of the hub. Have had * different stories since it's been installed, very inconsistent and now saying as not some level of customer that would have to pay £* a month for VM boosters anyway. Was not told this before. Decided to look at my own options to sort, as at least you are bringing in the right speeds to the unit itself... and was the reason chose to go back to you despite my previous concerns. However, I seem to have conflict with your hub and the extender I've got... Virgin have been no help to sorting. On top of the outlay on that, I really don't think I should be paying extra per month to be getting a reasonable service from you. I apparently can only cancel if you don't give me or do so within my ** day cooling off period, so as I'm within that, am minded to do this if cannot sort.

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Virgin Media

Complaint issue
Reported by GetHuman4857372
May 22nd, 2020 - 3 years ago
Not resolved
Seen by 5 customers so far
Similar issue to 369 others
0 customers following this

Timeline

GetHuman4857372 started working on this issue
May 22nd, 2020 2:56pm
GetHuman4857372 indicated the issue is not fixed yet.
May 22nd, 2020 8:02pm

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