Virgin TV - The Saga Continues...

[KPRHERO]

Ok so Virgin to me offer the best television, but thier customer services are horrendous.

 

I won't go into loads of details as I don't want to bore you anymore then I need too, but for the last six months there has not been a single month where we haven't had problems with Virgin.

 

They missold a V+ box, an engineer cut our telephone line by accident, they over charged us, the customer service agents spoke extreemly rudely to me, and it seems to me that is nothing more then a gang of non-trained rude people trying to get money out of you.

 

Now in thier defence they have on a few occasions risen to the challenge and offered refunds, and goodwill gestures, and you would think this would be enough, but sadly, even the goodwill gestures have come at a price.

 

We told them we were thinking of leaving, so they re-arranged our services to give us all the tv (minus sports and movies) V+ Box subscription (for the box we already owned), plus another V+ box, talk unlimited, and phone line, with 20mg broadband all for 51.00pm....

 

We then called back as our v+ box broke, and changed the deal to up the broadband to 50mg for 61.00 a month...

 

good deal right? Wrong...

 

In the process of sorting all this out we had a few issues with the bank, so our DD wasn't paid, we called virgin and they told us due to goodwill gestures the bill had 12.00 outstanding left to pay, so we did that and we paid it.

 

Now this was a 2 months ago, we get to now and we got a letter saying our bill is so high they may restrict the services, we look online and find out its over 270.00!!!!

 

Basically what they did was give us a credit of 150.00 in August for the V+ box they installed, this brought our bill to nill, and with some other credits applied it meant our Sept bill was covered minus 12.00.

 

Now when we spoke to the advisor he told us goodwill gestures applied meant we had paid our bill minus 12.00, we naturally assumed it was the gestures for the bad service, as we had no idea they would do this with the box...

 

So we get this massive bill, I spoke to a customer care agent who called me a liar, was rude, and basically played me around refusing to help.

 

I don't want to leave Virgin due to the television service, but the customer service is horrible.

 

My question I guess is can I get my phone line cancelled without it affecting my other services, and are there any ways I can refuse to pay this 150.00 they believe I owe, as it is not my fault they worked the system like this, and misadvised me with my other bills?

[rickyd]

Hi I'm also a Virgin customer and whilst I haven't had an experience quite like yours, I'm a great believer in good old letter writing. It certainly helped me with an irritating problem I couldn't resolve by e-mail or telephone.

 

I find the act of putting words onto paper makes me calm down and say things without emotion and in a clearer way that I would say the same verbally. In my experience letters tend to be handled by more experienced members of staff so you're likely to get further with these guys. Set out your case clearly and with as much detail as possible including dates and see what response you get.

 

Try writing to:-

 

Complaints,

Virgin Media,

PO Box 333,

Matrix Court,

Swansea.

SA7 9ZJ

[KPRHERO]

*BUMP*

 

I spoke to them today as letter writing may take a while, but I guess is defo the next step...

 

You see I got cut off, even though I am still within the payment period, they said the usage is too high, and everything is gone.

 

They have refused to budge on the situation, and its driving me nuts now. No service until the end of the month, and thats only if I get someone who has compassion at the end of the phone, anyone know how to get out of the contract?