Is this on? What would you do? (Virgin Media)

Camalot · 7 Mar 2008 at 10:55

Ok bit of background....

I've had 2mb BB for a year, last week i ordered TVXL phone M, some v+ boxes and an upgrade to 4mb.

Once they installed the TV and went, one of the V+ boxes wasn't working so i had to phone about that, the v+ downstairs was set up wrong. My BB was still on 2mb which took about 4 phone calls to get it up to 4mb. Ok not a great start huh?

I wake up Tuesday, no phone, no broadband and no TV. So i think what the hell? I phoned them and they are telling me there is a £300 + or something bill on my account and ive been disconnected due to some "high usage" thing which i dont really understand. So i argue and tell them i dont owe you any money, i paid for my v+ boxes over the phone before hand :rolleyes:

He realisez the mistake and said someone has double clicked and charged me twice for the v+ boxes. He puts the BB back on but says i will have to wait 48 hours for the tv and phone. He said he will ring me Thursday to confirm its all back on.

Friday morning, no phone call, no phone and TV. Is this on guys? Am i being treated badly? I orderd the tv and phone then they go and cut me back off again and its THEIR mistake. Ive been without a phone and TV now all week and i've just about had enough.

What would you do? What can i do? Is it time to ring retentions and moan.

Daegan · 7 Mar 2008 at 11:02

Ring retentions and have a moan, generally that's the only department where you stand a good chance of speaking to someone who isn't a total muppet. There's also a customer care department hidden away too somewhere that can be quite decent (aparently). Good luck!

Camalot · 7 Mar 2008 at 11:04

Daegan said:
Ring retentions and have a moan, generally that's the only department where you stand a good chance of speaking to someone who isn't a total muppet. There's also a customer care department hidden away too somewhere that can be quite decent (aparently). Good luck!

Thanks,

How do i get through to retentions? Or do i have to ring india again and get them to put me through.

Not too keen on the Indian call center, its them who put me here in the first place.

Daegan · 7 Mar 2008 at 11:31

150 (or the 0845 number off the back of the bill if your phone's still knackered) and follow the options for thinking of leaving or moving house.

Snakedoctor · 7 Mar 2008 at 11:34

Its option 5 i think. This is not a big surprise for Virgin TBH. They are fairly carp when it come to customer service. I have had a few nightmare issues with them and I used to be staff.

Subby · 7 Mar 2008 at 14:42

You could always goto www.cablehell.co.uk and ask one of the VM employees to check your account for you.

Camalot · 7 Mar 2008 at 19:09

Thanks all finally got through to someone with a brain. Still not happy i've been treated this way tho.

What can ya do eh.

username · 8 Mar 2008 at 00:21

retentions are option 5 then option 2. listen to the message then press 1 to confirm then hey presto UK call centre employee with the ability to actually do something of merit. I never ever ever speak to any other department.