My experience with virgin:
Short version : despite me handing in my notice 6 weeks in advance and virgin telling me my contract will end they still haven't disconnected and I'm still getting bills.
Long version:
-cross line issue (i dont use my landline phone) - engineer comes out told it's fixed still get charged.
-second engineer comes out says it's actually fixed - still charged.
- ring up to get money back- told I'm making calls even though my landline phone is unplugged. Then one guy suggests my 18 month old is making the calls.
-end up blocking my line as I don't need it just need the fibre. Still get a charge on the 3rd month for call I didn't make, and cannot make as my line is now blocked !
- call to complain- no outcome as told I wasn't given a complaint number.
- second complaint with number this time. Call back as I didn't get an outcome. Complaint number doesn't exist.
- get 10 quid compensation but still get charged for calls I cannot be making in Feb.
- call to leave and end contract (6 week ahead of time)- told fine- but I've called a few days too early as I have to call exactly 30 days before end of contract. Told he will call back and cancel at 30 dsys before end of contract.
- doesn't call back. Call complaints again. Told I want to cancel. Said that guy made it all up and I can cancel 60 days notice. Cancellation apparently put through.
- nothing in post or email. Call back nothing has happened. Told it has happened.
- I call again because I've lost all trust. Not happened.
- refuse to get off phone until someone has confirmed and sent me email it has happened.
I get a simple one line email saying they are sorry I'm leaving.
- I check this the week after - they say nothing has been put into place as the 2 managers for the teams investigating the problem.
- I lose it and say this is nothing to do with me and i just like to confirm my end of contract. Woman talks to manager says yes ok all into place and I'll be disconnected on 17th Feb (end of contract date).
- surprise surprise 17th comes nothing happens. Call them same day. No disconnection request put in. NOTHING.
- Woman apologises and says ok she's put it in and I'll be disconnected within 24 hours. I request a formal complaint and want compensation for the hours I've wasted on the phone. Says she will put in a complaint and I'll get a call 48 hours.
- I remind her this has never happened the last 4-5 times I've requested this. She reassures me. I request the complaint number. She hangs up!!!
- call back different person , admits no complaint put in by colleague. Confirms disconnection put in. After refusing to get off phone I speak to a manager who reassures me all is done and I will get £35 back (This is not compensation).
- I receive another standard virgin email saying disconnection will be put in.
- as i type this I'm still not disconnected. I've also received a bill due in 2 weeks for the next amount.
So what can I do as my 10+ calls to virgin have made no difference? I'm worried if I delete my direct debit the incompetence of virgin will mean I will get a hit on the credit rating.
Ombudsmen? This could potentially take weeks whilst they continue to draw out money.
Short version : despite me handing in my notice 6 weeks in advance and virgin telling me my contract will end they still haven't disconnected and I'm still getting bills.
Long version:
-cross line issue (i dont use my landline phone) - engineer comes out told it's fixed still get charged.
-second engineer comes out says it's actually fixed - still charged.
- ring up to get money back- told I'm making calls even though my landline phone is unplugged. Then one guy suggests my 18 month old is making the calls.
-end up blocking my line as I don't need it just need the fibre. Still get a charge on the 3rd month for call I didn't make, and cannot make as my line is now blocked !
- call to complain- no outcome as told I wasn't given a complaint number.
- second complaint with number this time. Call back as I didn't get an outcome. Complaint number doesn't exist.
- get 10 quid compensation but still get charged for calls I cannot be making in Feb.
- call to leave and end contract (6 week ahead of time)- told fine- but I've called a few days too early as I have to call exactly 30 days before end of contract. Told he will call back and cancel at 30 dsys before end of contract.
- doesn't call back. Call complaints again. Told I want to cancel. Said that guy made it all up and I can cancel 60 days notice. Cancellation apparently put through.
- nothing in post or email. Call back nothing has happened. Told it has happened.
- I call again because I've lost all trust. Not happened.
- refuse to get off phone until someone has confirmed and sent me email it has happened.
I get a simple one line email saying they are sorry I'm leaving.
- I check this the week after - they say nothing has been put into place as the 2 managers for the teams investigating the problem.
- I lose it and say this is nothing to do with me and i just like to confirm my end of contract. Woman talks to manager says yes ok all into place and I'll be disconnected on 17th Feb (end of contract date).
- surprise surprise 17th comes nothing happens. Call them same day. No disconnection request put in. NOTHING.
- Woman apologises and says ok she's put it in and I'll be disconnected within 24 hours. I request a formal complaint and want compensation for the hours I've wasted on the phone. Says she will put in a complaint and I'll get a call 48 hours.
- I remind her this has never happened the last 4-5 times I've requested this. She reassures me. I request the complaint number. She hangs up!!!
- call back different person , admits no complaint put in by colleague. Confirms disconnection put in. After refusing to get off phone I speak to a manager who reassures me all is done and I will get £35 back (This is not compensation).
- I receive another standard virgin email saying disconnection will be put in.
- as i type this I'm still not disconnected. I've also received a bill due in 2 weeks for the next amount.
So what can I do as my 10+ calls to virgin have made no difference? I'm worried if I delete my direct debit the incompetence of virgin will mean I will get a hit on the credit rating.
Ombudsmen? This could potentially take weeks whilst they continue to draw out money.
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