Package is good but trying to leave them is awful!

“Package is good but trying to leave them is awful!”

Written on: 21/07/2012

The package and internet were fine. The box made quite a noise and the internet came and went. But the real problems come when you try to get any help. Throughout our two years with Virgin Media we had problems with customer care which seemed to be conducted by people with a script. They often had very hard to understand speech. Yet we stuck with Virgin Media as it was fine.

But then we were moving and decided to cancel. I gave 6 weeks notice and booked a move out date and box collection. Three weeks before moving I phoned to confirm this and settle last bills. So far so good. Except that noone turned up for the box collection. All day. When I phoned in the afternoon (collection was set for the morning) I was told we actually still owed £80 on the bill and had a fee for late payment! This was because VIRGIN had cancelled the direct debit - not us! After half an hour this seemed resolved. But no collection! They said they would investigate and call back. No-one did. I phoned the next day and was told that we would need to be in for collection on the following Monday. When I explained that we would have left the country by then they got very rude - saying that they were offering us options we weren't taking. Noone apologised for not turning up or the mess with the bill. I'm hoping that we will be able to leave eventually and we are NEVER going back.

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