POOR SERVICE, ACTIVATED ACC AND CHARGE ALTHOUGH NEVER LIVE

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ShyannStanton62's review of Virgin Media

★☆☆☆☆

“POOR SERVICE, ACTIVATED ACC AND CHARGE ALTHOUGH NEVER LIVE”

Written on: 17/02/2017 by ShyannStanton62 (1 review written)

MY SHOCKING EXPERIENCE WITH VIRGIN STARTED AROUND MID JANUARY, THOUGHT THIS IS GREAT UK CALL CENTRE ON ALL TERMS, AND INDEPENDENT LINE FOR BROADBAND.

THATS WHERE THE GREAT SERVICE ENDED, I WAS TOLD THAT THERE HAD ALREADY BEEN VIRIGN IN THE PROPERTY BEFORE HAND. WE PROCEEDED WITH THE SELF INSTALL.

WE RECEIVED THE BOX WITH TV, A MODEM FOR OUR PACKAGE. GO TO SET THE INSTALL UP AND THE SOCKET WAS INCORRECT, I INFORMED THEM OF THIS AND WAS TOLD IT WOULD NEED TO BE A MANUAL INSTALL BY AN ENGINEER, BOOKED THE ENGINEER TO COME OUT FOR THE TV ARRIVES AT 8AM ON A SATURDAY, TO STAND THERE LOOKING AS PUZZLED AS ME IN REGARDS TO WHY HE WAS THERE. NEVER HAD VIRGIN EVER BEEN INSTALLED TO THE PROPERTY.

RANG VIRGIN BACK AFTER HE HAD LEFT TO BE TOLD CATERGORICALLY THAT THERE HAD BEEN VIGIN IN THE PROPERTY.

I WAS THEN TOLD THAT THE NEXT ENGINEER WOULD NOT BE AVAILABLE UNTIL THE 11TH FEBRUARY, WHICH WAS NO USE TO OURSELVES AT ALL AS PREVIOUS PROVIDER WAS IN THE PROCESS OF BEING CANCELLED.

DUE TO THE TIME FRAME THAT WE WERE UNWILLING TO WAIT FOR I CANCELLED THE ACCOUNT, A FEW DAYS AFTER THAT MY MOTHER RECEIVED THE CONFIRMATION OF DIRECT DEBIT DETAILS AND CALLED AGAIN TO CANCEL.

AROUND A WEEK AFTER I ORIGINALLY CANCELLED THE ORDER, THE BOX CAME FOR THE RETURN OF GOODS. DID THE RETURN OF GOODS FIT IN THE SMALL BOX THEY PROVIDED, OF COURSE NOT. UNLESS YOU WANTED IT TO POP DURING TRANSIT.

I HAD HAD ENOUGH BY THIS POINT AND REMOVED THE ORIGINAL LABEL FROM ORIGINAL BOX AND STUCK EVERYTHING BACK INTO THE ORIGINAL PACKAGING AND SECURED THE RETURN LABEL. THIS WAS RETURNED LAST WEEK.

TODAY MY MOTHER HAS CHECKED HER ACCOUNT AND VIRGIN HAVE HAD THE AUDACITY TO CHARGE HER £55 FOR THE PRIVELAGE OF CANCELLING OUR ORDER EVEN THOUGH THE ACCOUNT WAS NEVER EVER INSTALLED OR TAKEN LIVE AND CANCELLED BEFORE INSTALL HAD TAKEN PLACE.

VIRGIN HAVE CHARGE US FOR ALL THERE MISTAKES AND THEN HAVE THE CHEEK TO TRY TO BLAME TECHINICAL ISSUES ON THIS. I'M SURE MOST WILL AGREE THIS IS CLEARLY AN ADMIN ERROR AND FAILURE TO COMMUNICATE BETWEEN DEPARTMENTS.

THEY HAVE THEN TOLD ME THAT SLA'S ARE 35 DAYS FOR A FULL REFUND.SO I HAVE ADVISED MY MOTHER TO RECALL AND CANCEL THE DIRECT DEBIT. IF I COULD GIVE THEM 0 STARS ON EVERYTHING I WOULD.

I AM ALSO COMPLAINING DIRECTLY TO HEAD OFFICE AND EXPECT A REASONABLE RESPONSE.

I HAVE NOW MOVED TO EE WHO HAVE OFFERED A BETTER PACKAGE OVER A SHORTER PERIOD AND HAVE BEEN ABSOLUTELY ACE SO FAR.

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