Written on: 22/05/2009 by kimy2506
They keep taking channels off, on demand doesn't work half the time, customer service is utterly unbelievable, staff are rude and don't listen, they can't set up a simple D.D instruction and broadband connection comes and goes at least twice a week.
Was with NTL for 3 years before it was taken over by Virgin. Since then it has all been downhill aprt from my bills which are only going up. In February i decided to change my Direct Debit date as my wages were coming in later in the month. I was told it had all been arranged and was all in place for my first D.D to come out in April. I was to pay March as usual. Virgin then decided to take a payment at the end of March- which i have never done leaving me with £60 worth of bank charges. I had alrady settled my bil for that month! Virgin then sent me a snotty letter stating that i now owed the bill plus £10 late payment charges. I sent in my bank statements as asked for them to refund the charges. They then proceeded to send me another bill with no credit for £70 which i was promised. The have only just managed to get my D.D date correct this month (May) and i am still £70 down due to their mistake. I have spent 3 hours(!) on the phone to Customer Services in this time trying to sort it all out. It is a waste of time as no two people there know what's going on and they are so rude and just repeat that it is my fault for changing the D.D date! I am currently looking into changing provider. After so many years you'd think they'd care about loosing a customer but nope. They couldn't care less!