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Virgin Media was today unveiled as the new name for ntl and Telewest, with the new entity aiming to shake up UK consumer telephony, entertainment and communications provision with a quad-play offering.

The cable company last year completed the £962m acquisition of Virgin Mobile, making Richard Branson a 10.7% shareholder in the firm, which celebrated today by firing a volley of press releases.

  • Virgin Media will on February 20 launch a new interactive channel, Virgin Central, offering a range of imported US shows on-demand. Channel 4 and the BBC already had similar offerings available via ntl's TV interface.
  • That deal was struck with Disney's Buena Vista distribution arm.
  • Virgin also struck a deal to put multiple series of CSI on the on-demand platform.
The company is also making available the former Telewest's Sky+-like TV Drive personal video recorder box. Renamed V+, it is a high-definition device which, for an extra subscription fee, can record multiple programmes simultaneously on a hard drive and offers a series link.

And Virgin, which last week announced the changes to customers in a direct mail campaign, has also restructured ntl's pricing plans.

But the new company will have to both counter claims the exercise is more than just a rebranding exercise and improve on ntl's much-derrided customer service record, which Virgin has acknowledged to be "crap".

Virgin Media claims to be offering an unique "quad-play" bundle of digital TV, broadband, mobile and home phone service. But Jupiter telecoms analyst Ian Fogg wrote: "It simply isn't [unique].

"Local loop unbundling, the success of DSL broadband, mobile virtual network operators, carrier pre selection and wholesale line rental have changed all of that. Virgin has to innovate."

Orange, Vodafone, BT, Tiscali, Sky, Tesco and more all offer similar services, Fogg said, as the UK shapes up for an explosion in consumer choices that will  prove "carnage" for the providers, according to one new media executive quoted in  this week's MediaGuardian.

Today's launch was marred by BSkyB renegotiating its TV carriage deal with the cable company in a move that could see it lose millions in revenue. Rupert Murdoch's company is also threatening to deprive Virgin viewers of shows like Lost as its carriage deal for Sky One is also up for renegotiation. The satellite company is barring Virgin Media's ads from its TV commercial spots today.

Meanwhile, despite this morning's launch, not all ntl TV customers'  set top boxes have been updated to account for the new black and red electronic programme guide livery. At least, mine hasn't anyway - although customer services last night told me the switchover would have happened by midnight.

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Published 8 February, 2007 by Robert Andrews

243 more posts from this author

Comments (124)

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mr c simpson

I have been a ntl customer for over 12 years with a perfect payment record, untill you went digital and cocked up my direct debits time after time for my broadband service, which has cost me at my bank.
i have tried twice a day for 5 days to contact virgin media to complain about the fiasco with sky and have not been able to get through .after waiting 10 minutes plus each time, shocking way to repay loyal customers . i will try one more time on monday, if no joy, i,m off to sky. i would love to fight for the little man but at the expense of less service, sorry mr branson unless you sort this out , your 3 million customers are going to walk.

regards chris simpson.

over 9 years ago

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Keith

I too have today spent a total of 97 mins on the phone to Virgin to change my TV package. Spoke to 3 different people, all told me I was on the wrong number. What a farce - what a scam - what an insult to a customer of 13 years! In the light of this I am now off to BT and Freeserve! I have an address to write to for cancellation. It is-
Virgin Media
Roberts House
De Havilland Avenue
Preston Farm Business Park
Stockton on Tees
TS18 TH
I am assured that this is the place to write to for cancellation if anyone is interested.

over 9 years ago

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Keith

Correct postcode is TS18 3TH!

over 9 years ago

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Patrick J Wilson

I have been a customer of Telewest since its concept. I first had this service in Basingstoke Hampshire as a cable network absolutely brilliant service we more back to Plymouth in 1998 again change from BT to Telewest cable service taking on Broadband 4 years ago I have been looking forward eversince. Richard Branson may be a business man but once in a while he should get out their and talk to his customers. After all we do pay his wages without customers he would be just plan Dicky Branson and as dull as everyone else. I have just taken on one of Telewests TV's packages following various programmes now Branson has screwed around with with BskyB and cancelled the SKYone package which is part of my Telewest package that I have subscribed to. I want to know how I stand legally wether I can opt out of my Telewest contract. If I had known that Branson's Virgin Media planned to Scuttle BskyB's Sky1 package I would not have subscribded to it. I am very pissed off person at present. So Branson get your bloody finger out I am sure Iam spaeking for hundreds of other punters. If I can opt out of my contract with Virgin Media I will be off to Sky asap

over 9 years ago

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Angi Barr

i am currently trying to get through to customer service. i have been holding now for 27 mins. aaaarrrrgggghhhhh

over 9 years ago

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Adam

AAAAAAAAAAAAAAAAAAAAAAAH!
get Lost on tv!

over 9 years ago

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Paul Davies

Technical "Help" peson does not understand how the system works and unable to understand basic English. Apparently "Supervisor" no better as after long spell of waiting on line for consultation, no improvement. Advice to call another Virgin Media number.

Why not give address of senior manager, for example, James Weekly, so complaints may have some effect.

Web site is useless.

over 9 years ago

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CHRIS MOSS

I have had NTL for 4 years. My first Virgin Media bill includes £5 for payment handling. I never agreed to this. I never signed anything. Is this legal? How many ,illions will Virgin make out of this?

over 9 years ago

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Catherine Flynn

Virgin Media have bankrupt me. I am in sever financial difficulties after I tried to become a customer last September. After cancelling a D/D, due to no services available in the road where I live, they began taking various amonts ot of my bank account. I only discoverd recently after speaking to my bank that they didn't set up just one D/D but 4? and I actuall rang there customer services to cancel any D/D's on 11/9/06, which they did only it was just 2 they cancelled? Due to illness I didn't spot this till recently and they have refused to refund all the bank and associated charges incurred due to their gross error. If this is a sample of what they will do to someone who is not a customer just what are they prepared to do to customers?

over 9 years ago

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Barrie Linford

I have had terrible service from ntl. I made enquires about becoming an ntl customer and stupidly gave my bank details. They immediatly took £30 from my account and then deducyed £29 via a standing order. Then set up another account and tried to deduct the same again with another account number.

I have been trying since October 2006 to get my money back. They never reply to any letters and phone calls are a wast of time.

Why are they allowed to set up these Direct Debits without a hard copy signature.

Since they have been taken over by Virgin the situation is worse as we are not allowed any access to a proper complaints system.
I am now transferring to Sky who so far have handled my custom in a truly professional manner.
Perhaps all of us whop are owed money by Virgin/NTL etc should get tpgethre and start a web site for all of our complaints

Barrie Linford

over 9 years ago

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Vickie Stone

I have been absolutely disgusted with the customer service NOT received. Have spent over a week trying to contact a person who knows what they are actually doing, finally spoke to a lady today - very rude aswell.

My telephone and broadband has been down for 2 weeks but as i have cancelled they will not credit me with the amount i have not used - if i stayed with them she would credit it straight away - as a gesture - what gesture? i havent had a phone line and internet for 2 weeks!!!

Cannot believe customers can be treated so awfully and will be giving Sky a ring to see what they can offer.

Only problem is now i have a battle on my hands to get back the money i am owed and backdating the cancellation to when i first starting contacting Virgin and getting them to pay for all the calls i have made to them, we'll see.

over 9 years ago

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Louise Hamill

Virgin Media are awful!
I was previously a Telewest customer, until Virgin took them over. They are now refusing to give me back a £100 security deposit that I was promised would be refunded to me in six months. Its been 8 months and despite numerous promises from various inept customer service advisers I still have not received any money. I am at my wits end! I spent an hour and a half on the phone the other night, being passed between various customer service departments, each one claiming they could help me, so I would then have to be put on hold again to get through to another department only to have them tell me they couldn't help me either! wot a farce! The website is useless, and includes no address to send complaints to, in fact on address at all, and telephone calls are getting me no where. I still have 4 months of my contract left, and I can't wait until they are over, so I can leave the poor service and mistreatment and move to a company that understands the meaning of customer service. Does anyone know the proper address to write to Virgin Media on?

over 9 years ago

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anz

I have had nothing but problems with Virgin`s so called broadband, slow speeds, high ping. which prevents me from streaming videos and joining online games. compalined to them on numerous occasions and reported them to ISPA. still waiting to get it sorted. zzzzzzzzzz

Sir Richard Branson, Virgin Management Limited, 120 Campden Hill Road, London W8 7AR

Virgin Media

PO BOX 219

Newport

Gwent

NP10 8UG

over 9 years ago

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Caroline Mills

Since NTL changed to Virgin Media the level in service has dropped dramatically. First we loose the Sky channels which was obviously not what we expected to happen with such a large company and has been extremely inconvenient for my whole household.

Recently we have had no internet. We were told on the first call after holding for over 10 minutes that there was a problem in our area but after a week we were still unable to connect. We called again and were again kept on hold for over 10 minutes and were told that we did not have the internet as part of our package which was a shock as it has always been included. They looked into it and appologised for the inconvenience and told us that we would be reconnected with 24 hours. Three days later we still had no internet so called for third time. This time the call was answered in 5 minutes however after spending 5 minutes going throught checks on the account and explaining the problem were told that we had come through to the wrong department. We we told that we would be redirected but instead the call was cut off and therefore had to recall. This time we were back to the 10 minutes waiting time but once finally through got the problem sorted. As we finally seemed to be through to someone who knew what they were doing we thought we might as well try to sort the peoblem we have been experiencing with our On Demand service. We were told that the On Demand service was dealt with by a diffderent department and would be put though. After holding for another 5 minutes we were told again that we were through to the wrong department, we gave our phone number and told we would be put through to the right department. We thought as we had given our phone number including area code we would at least be put through to someone who deals with our area but after another 5 minbutes of waiting were again put throught to the wrong department. After being asked again for our phone number and told again that we would be redirected we had had enough and ended the call without the problem being resolved. It would seem that they have way too many different departments and none of them really seem to be able to help their customers. Some staff training seems to be desperately needed as staff only seem to be able to deal with one particular problem and even a simple thing like putting customers through to appropriate people seems to be too much of an effort for them. Needless to say we will shortly be saying goodbye to Virgin Media and switching to a comapany that knows what it is doing.

over 9 years ago

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portable

i stay in a block of flats and unfortunately my phonline has been vandalised i have tried to contact virgin media to rport the problem on my mobile and as a result hav wasted over £20.00 in phone credit going through ther automatic call service only to be cut of at the end of the call with the words lines are busy try again latter on the two occasions i actually got through with my phone credit running out i asked both of the so called servers to call me back both took my number and agreed to do so still waiting on the return call, so in desperation i visited the wbsite to register my complaint after several attems i have decided that it is a wast of time i can see from reading comments on this site that not many people are succsesful in contactin virgin media in this way
HAS ANYONE OUT THER MANAGED TO CONTAC VIRGIN MEDIA IF SO LET ME KNOW AND GIVE ME SOME HOPE

over 9 years ago

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p pearson

I have had dreadful problems with virgin. I've been an ntl customer since 2001 and haven't really had any major problems. However, since Virgin took over I haven't had any on demand services and rang the so-called customer services at virgin to complain. My first call was just cut off in the middle of explaining the problem. Made three further calls and eventually spoke to a supervisor called david rhys-jones who promised head office would call me the next day. Needless to say no such call was received and still no on demand services. Today most of my channels are not available and I have had every error message possible flashing up on the screen from telling me smart card not inserted properly to i'm not subscribiing to a particular channel to the service is unavailable etc etc etc. E-mailed virgin telling them of my problems - in fact I ended up e-mailing 3 times and I all I have had back is the same message repeated 3 times - ridiculous nonsense telling me they're on the case!!!!

I did attempt last week (before all these problems arose) to find out if the virgin service was available in the postal address I am moving to shortly. Was sent an email telling me they would let me know in two weeks whether they were able to provide the service! - needless to say I emailed agaiin telling them I wanted my MAC number so I could go to another internet provider and this time apparently the email was not delivered! - Can't wait to move away from this utterly dreadful company. Richard Branson ought to get his act together and sort this out.

over 9 years ago

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JOHN GARRATT

you have untill the end of march to get out of you contract free of charge from virgin media call them and legally they have to release you from your contract and then you are free to join sky
regards
john

over 9 years ago

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JOHN GARRATT

instead of calling the o870 or 0871 number from a mobile etc i have got this number from "saynoto0870 and if you have inclusive mobile call time then try this number for tech support etc 0845454000 if you have any luck email me if helpfull
regards
john

over 9 years ago

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Benedetta

I have had only problems since ntl became Virgin media. This is the balance of March:
- 1 week without telephone
- 2 weeks without internet
- a total of 60 minutes on the phone with their tech support
- a total of £5 spent on phone calls to the tech support
- a whole day off work waiting at home for an internet technician who didn't show up (12 to 6pm is not a half-day slot, it's a whole day slot!)
- another morning off work waiting at home for a second internet technician (this will happen next week, if I'm lucky).
I wrote to them that I'm not going to pay any rentals (phone or interent) this month, and will go to BT next month if this continues.
Regards
Benedetta, London

over 9 years ago

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Neelam

I have been a customer with NTl since 2002. Virgin media takeover from NTL is a MAJOR DISASTER. First of all, the Sky channels have been taken away. Now, Virgin Media has disconnected my TV services as they claim that I have to pay them £471 for phone calls from Virgin phone Line which I have NEVER been used since commencing my membership with NTL in 2002. So far, I have made 15 phone calls to customer services and I am put on hold for almost up to 60 mins and I have wasted so much time and money trying to resolve this issue.
Virgin Media is obviously trying to swindle innocent customers. It is a major issue and something needs to be done about it.

over 9 years ago

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son53

I am absolutely appalled at the service offered by VM to a longstanding customer. My box crashed on Thursday 22nd March due to the "updating" of the system (to offer a better service - what a joke!). Customer service advised me that I would have to wait until Monday 26th pm before an engineer would call. I complained bitterly and was passed aroung from pillar to post and spent most of Monday afternoon on the phone. I was eventually told by someone in "Retentions" that she would request a cancellation for me. Hooray you might say - not so, I did not get a "cancellation" and indeed I now find out today (Monday) that an engineer has not been booked to call!!! I have now spoken to 11 different people, spent hours on the phone holding, been promised call backs that did not happen, and have now been told that an engineer cannot now call until Friday!! I am ready to slit my throat!!!

over 9 years ago

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Geoff Caldwell

To whomever it is that 'Runs' Virgin Media......

May I suggest you give out the correct information when issuing global emails? I have been put to considerable inconvenience on account of your invitation to install your FREE PC Guard onto my machine.

As instructed I uninstalled my existing anti viral software and attempted several times to install PC Guard. Each time I went to use it an error message popped up telling me it did not recognise my Broadband account?

I have since been informed that I do not qualify for this FREE SOFTWARE as I only have Package bundle 3? Why then did you send it to me?

I am annoyed at the lack of clarity in your message and the lengths to which I have been put. My system was exposed to all kinds of viral threats in the intervening period after I had uninstalled my existing anti virus software (instructed in your email) to make way for your PC GUARD.

In future PLEASE indicate whether your offer applies to me or better still, DONT SEND IT!

Thanking you,

GEOFF CALDWELL

over 9 years ago

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kerry

had pcguard installed on 4 computers, woke up next dat to find 2 computersa had a virus each 1 also had a trojan, and the other computer had such a bad virus i had to have a whole new computer built, it messe up motherboard, graphics card sound card, hard drive had to be wiped, never had a virus on any of my computers in 7 years.kerry

over 9 years ago

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margaret forrest

I made the mistake of asking for a phone line to be installed on Feb 16th.2007

The engineer arrived and fixed a box to the wall, which remains dead. Virgin media disconnected me from BT and after a week without a phone line at all, constantly phoning them on my mobile reporting the problem loads of times, by letter and email as well as the useless customer care number, I could stand it no longer and went back to BT.

Their Indian call centre realised that I needed an engineer and made an appointment for one to call. I took a day off work and - you guessed it - no one turned up and they had no record of any appointment.

Luckily I managed to stop access to my bank account ( I would rather give Attilla the Hun my front door key!), but now they're sending me ever increasing telephone bills for the dead box that is not connected!

I hope they take me to court - only a judge can sort this out BRING IT ON.

over 9 years ago

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james

VM is a disgrace and the perfect example of a company that can only bring bad things to all the rest of us who don't earn million every day. I've been a telewest customer for 7 years and 100% satisfied with their prices and what had to offer. VM is exactly the oposite in every aspect, poor service, poor support, poor coms. so it's now time to move on with sky, bt or whatever might be available as long as it's not virgin!

over 9 years ago

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julien houlton

Two and a half weeks of phone calls and approx 3.5hours waiting I still have no on demand, the usual shmutter our engineerrs are working on it and should be back and up and running this evening after 20.30hrs So after two and a half weeks they still have not found the fault in my area. my area being in Egham Surrey.
So Mr Branson if you or one of your colleagues do happen to read this may suggest you get off your butt and and find out what is happening to your company because I am damn sure your tv package is working one hundred percent as you may gather mine aint!!.
posted 19.05hrs 30.03.2007 .
kind regards Julien houlton

over 9 years ago

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jake

We have been with Telewest every since it switched to digital (from the old analogue boxes). We had a digital TV setup and dial up internet. We then upgraded to the 512Kbps broadband internet service which was much better. Then, after reading new on the telewest site, found out that it was being upgraded to the 2.2MBps service. This was a long time ago now and i never noticed the speed change, until now and i dont mean that in a good way. Ever since they changed to Virgin Media, our internet speed is about the same aas dail up. I love online gaming and because our Ping is so high i get acused of cheating and get banned from my favourite gaming servers. all i can say is that i wish telewest was back.

over 9 years ago

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roger m jay

I didn't think much of NTLs tv set top box content, so I had 'them' take it back, last year, 'they' are still trying to charge me for it, I just deduct it from my bill, as I went over the paying by cheque, lots of letters, back and fourth, I have kept all letters, replies, bills, demands, etc, I have also been without landline now for a fortnight, so that is going to be another deduction from my bill, I also bill 'them' for my time and exspences,[stamps, paper, printer ink, electricity, envelopes] I am also just about to send copies of everything to The Daily telegraph. There are 2 junction boxes near where I live, both have been valdalised, the cover from one of the boxes is totaly missing. Fight back, send copies of letters to their address', then 'they' cannot say they did not know.[cheaper that phone calls, harder to ignore.]
good luck to you all.

over 9 years ago

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gezza

i am been playin on the iternet though ntl broad band for quite some time since u stupid people cam along and got the americans usin it the internet has just slowed down and made huge laggi cant even do course work this is complete rubbish this needs something done about it

over 9 years ago

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brian sutcliffe

NTL were right for a take over by a public school barrow boy. That reflects the level of service they provide. Impossible to get through to their customer relations and now I am being threatend with court action to pay a bill for a service I have never had. Boycott all Virgin products.

over 9 years ago

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samarth mishra

Hi sir ,
This is samarth i am one of the agents in the fmc department ( new delhi ) . i wants to share the information that the low target aht ( 6.30 ) per call that we have it is really difficult to resolve the issue of the customer and it is not a happy state to leave the customer unsatisfied and moreover i cannot go a extra mile to help the customer if we have some more time for 2 to 4 minutes per call then it will be of great help and i will be able to give more firsttime resoloutions and a lot of truck roll will be saved and will not be wasted .
so i beg of you to give some leverage in it so that i will be able to help the customer .
Thanks& regards
cheers!

over 9 years ago

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John Kipling

Have been with Virgin Media since they were called Cable and Wireless; we’ve had analogue TV, digital TV, broadband since it became available in our area (ages before BT enabled their exchange) and more recently their mobile service. All I can say is that we’ve received a pretty damn good service from them here in the North West…perhaps their Manchester office has a better customer-staff ratio than others? The only time I’ve not been able to speak to someone on the phone was during an England World Cup match; I thought noone else would be calling, but obviously all the staff had decided to take their lunch break ;) In fact I rang them up last Sunday and got though immediately! When PCGuard - their complimentary security package - wouldn’t work with my network setup, a very nice man spent ages going through all the network troubleshooting with me!

There have been the occasional glitches, but as the VP of an internet company I know that technology does go wrong so I try to be patient with them. So apart from the odd occasion when technology has let us down the TV has always worked and the broadband has always downloaded at the advertised speed.

With the re-branding they’ve been forced to roll out a new interface and frankly I’m glad they have because its speed is finally comparable to the Sky Guide. I’m not too bothered about the loss of Sky One; I’m not a sci-fi nut, and lets face it the new episodes of The Simpsons are contrived and just plain unfunny (bring back Futurama)! In any case I could just download them off BitTorrent from our unlimited connection (and I’ve yet to see evidence of traffic shaping supposedly being trialed here). The On-Demand service is incredible, and I’m glad Virgin has finally had the sense to nationally roll out a service that simply cannot be offered via satellite!

I’m will shortly be moving into a house with 5 friends in a non-cabled area and I’m not looking forward to sharing Sky’s 2MB connection with a 40GB limit - it could get ugly!

Anyway I take the typical British position of supporting the underdog!

over 9 years ago

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Reehana

So far NTL have taken £129.92 since June. I cancelled my Direct Debit in May 2006 and and since then money has been taken out of my account. My bank only notified me 4 months later, and I have threatened NTL and my bank with legal action and all of a sudden they've become almost helpful. However, NTL have asked me to send copies of my bank statements highlighting when and how much money was taken in order to recieve a refund. I'm a bit uneasy about this, but it's the only way I'll get my money back.

over 9 years ago

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paul

I work for virgin, and a lot of people work very hard to deliver exemplary service. yes things will go wrong and sometimes people receive a less than perfect service. but show me a company that delivers a 100 % perfection 100% of the time and I will buy shares in it....

there are a lot of posts about people being transferred to the wrong dept
bu i have just taken three calls in a row from people who just called the wrong dept because they thought they would get a quicker response

over 9 years ago

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Sue

I have been with NTL for a couple of years and had on the whole very good services from them. Then they move to Virgin. First we lose my favourite station and not one person thought to ask us if we would be prepared to pay the extra fee. OK got past that one, its OK I will buy the DVD's when they come out. Next I get a bill saying that for my direct debit payment for April 28th they are going to take £107, this was due to me not paying my direct debit on March 28th. hhmmmmmm I phone the bank and they said they were not asked for the payment. So I phone Virgin and explain this to their customer service. Its ok, it was agreed that they would take the double payment out on 28th April. Fine all sorted.. or so I thought. Last week I get 2 phone calls from them telling me that I had not paid my bill for March. On both occassions I was told, no problem they would take the double payment 28th April. Good all sorted now. I got home from work yesterday, 16th April to a final demand for the payment. After being on the phone (waiting in a queue most of the time) for over an hour and going through to their credit department, it was once again decided that as it had not been my fault that it had not been paid, they would take the double payment 28th April. All sorted now?????????? No.......... I came home this even to my services suspended. As you can imagine by now I was in a really good mood..not. After yet another 30 mins on the phone (The kids had to wait for their tea) once again I have their assurance that the double payment will be taken 28th April. I was told that I would have to wait 1 - 24 hours until my service resumed, Needless to say after telling them I would be sending in a formal complaint about their haressement the service was put back on within 15 minutes. I would expect a more professional approach if I had made the error and not paid the bill, but for them to treat their customers like this and its their error?????????? We await to see what tomorrow will bring. One thing for sure. One MORE error on their part and I will be leaving Virgin Media. Its about time that big companies realised that they can not badger their customers. All I can say is come back NTL, your service gave me Sky One and made sure that the direct debit payments where taken out on time. Any another thing, I really can not beleive that its only 2 weeks since the payment was not taken and I had my services cut, better make sure that you don't go on holiday withouth first paying Virgin or you could lose your services.

over 9 years ago

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John Kipling

In response to Sue's message:

I'm pretty sure ntl:Telewest's re-branding to Virgin Media had no effect on the outcome of contract renewals. If they were still called ntl they wouldn't have paid double for Sky's random channels.

over 9 years ago

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rACHEL

I WAS A CUSTOMER FOR 3YEARS WITH NTL WE WERE REALY HAPPY AND IF WE PAYED THE BILL LATE THEY ONCE WE HAD PAYED IT THE TV CAME BACK ON AGAIN STRAIGHT AWAY.bUT NOW WITH VIRGINMEDIA WE PAYED OUR BILL LATE AND IT HAS NOW BEEN TOO OR MABE THREE WEEKS AND THEY HAVE NOT PUT OUR TV IN ITS RIDICULOUS WE ARE MOVING TO SKY SO HA HA VIRGIN MEDIA

over 9 years ago

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m.pollard

NTL/VIRGIN - SHITE, I'VE HAD SPURIOUS CHARGES FOR 'SET TOP BOXES' AND DOUBLE PAYMENTS TAKEN FROM MY BANK, SINCE STOPPED D/D ON THAT ONE... THEN OVERCHARGED EVERY SINGLE MONTH, REQUESTED FULLY ITEMISED PHONE BILLS SINCE 2005 AND HAVE YET TO RECEIVE ANY (EACH MONTH I'M CHARGED FOR AT LEAST £30 OF UNITEMISED CALLS, OF WHICH I HAVE NO IDEA TO WHO OR WHAT THEY ARE - I SUSPECT THAT THEY ARE NOT EVEN MY CALLS HENCE THEIR NEVER GIVING ME THE BILLS...) NOW I'M THREATENED WITH COURT ACTION AND DISCONNECTION!?!?!?!?!?!? THESE ARE ABSOLUTE SCUM, WHY ARE THEY ALLOWED TO TRADE!?!?!?!? I'VE CONTACTED ISPA AND CISAS, WHAT A WASTE OF TIME AND EFFORT. BRANSON YOU TOSSER, READ THIS, GET YOUR SHIT SORTED ALL PEOPLE WANT IS THE SERVICES THAT THEY ARE CHARGED FOR, AT THE CORRECT PRICES, AND DELIVERED ON TIME AS PROMISED. I'M GUILTY OF WITHOLDING PAYMENT UNTIL I RECEIVE THE CORRECT BILLS!!! WHAT A CRIME!!! I'VE WRITTEN TO THE ALLEGED 'MD' OF VIRGIN WITH A RECORDED DELIVERY LETTER, NO RESPONSE.... WHAT A TOTAL AND ABSOLUTE SHAM. PLEASE PLEASE PLEASE IS THERE NO ONE THAT CAN HELP!?!?!!?!?!?!?
I ONLY WANT TO PAY FOR WHAT I ASK FOR, AND ALSO TO GET WHAT I ACTUALLY ASKED FOR!!!!!
THIS IS DRIVING ME NUTS, ONE LAST THING, WHO THE HELL IS IN CHARGE OF RECRUITMENT!?!?!?!? TRY EMPLYING PEOPLE THAT CAN SPEAK AND UNDERSTAND ENGLISH??? AND A BASIC MODICUM OF CUSTOMER RELATIONS?? JUST A THOUGHT.....

over 9 years ago

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Jim

It seems virgin media is robbing every one including me and there's nothing we can do about it .

Other than dump them and stop our DD before they take all our money.
What a shambles. After all they are not the only media supplier.
Remember BT when they got too big for their boots over charging crap service their attitude was pay it or else you get cut off . REMEMBER THAT BEFORE NTL
Now it seems virgin media old ntl is going down the same road So lets remind them and shout down the phone every time we have to spend hours trying to contact them or send them emails that we don't really need them as much as they need us So get it sorted now or there's no more money for you there's always sky and if its only TV thats the problem there's always free view and with that you get the free sky channels.

But will it work I fear not we are just small fish that get caught time and time again and get thrown back in to be caught again.

And yes I agree with the comments made regarding employing people that speak fluent English

over 9 years ago

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jenny

ive been with VD since it was cable and ive just been upgraded to VIP package and i can honestly say i have NEVER had any problems with it. i think its great value for money with the kids for the cartoons husband with the sport and me with the soaps. and with having additional set top box theres never any fighting over who watches what cos u can record 2 programme and watch another one on the new v drive box at the same time. give richard a break hes only learning all this cos hes only really dealt with aircrafts. and i always get my problems sorted (which is very very rare) within about 10 minutes.

about 9 years ago

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Mr Allan

I am a long standing NTL customer and I did find the service excellent. However my TV has not worked since Virgin took over. I find the overseas based call centre extremely frustrating. They seem to have no idea how to resolve any sort of problem and will not put you through to a manager. They just read information from a computer screen and fob people off. There is no accountability as far as these call centres are concerned. I am paying for a service that does not work! They are absolutely infuriating.

about 9 years ago

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Skillzo

quarter of an hour to load 1 page, then another quater of an hour to load another.....hmmmm this 2mb BROADBAND is soooo fast isnt it..!!(sarcasm)

about 9 years ago

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Mrs Simpson

I do hope Sir Richard Branson reads these !
We have had Virgin broadband since it started years ago. It was a great, reliable service. We had no problems at all.
On Feb 5th we ' upgraded' ( hysterical laughter !) to Bundle Two .
What a disaster ! This by no coincidence I now realise, coincided with the launch of Virgin Media.
I have decided, on the basis of the last two months that we do not need to save this planet from global warming----- we need to save it from Internet Service Provider fraud !
The catalogue of failure by Virgin Media to provide its advertised service and meaningful support is truly enormous !
No one would buy a car ( or any other product) today and tolerate the equivalent defects in performance and support that we are having to stomach from ISPs. They have us over a barrel in every direction. You pay for a service. The service is not delivered. You pay to report the failure ( many times over). The service is still not delivered. You lodge a complaint.( many have) So what ? You still are not getting the service you paid for.They are still there, raking in the cash, laughing all the way to the bank.I am horrified by the seeming lack of regulatory bodies with real teeth who can bite back at these fraudulent companies.

about 9 years ago

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Hannah Moodie

Virgin Media. What a nightmare! I split up with my boyfriend and moved out of the house. There were 3 months left to run on my account. Initially i rang and cancelled and was notified of the balance i would have to pay to be released from contract. It was about £100 and 3 months to run. On speaking to my ex he said could he have the services for the 3 months since he was going to pay for them. I rang virgin and said although i was aware that i terminated the contract, is there any way the services could be resumed until the end of the contract since i had to pay for them anyway. I was told yes, if i paid the balance on the account and a £25 reconnection fee that would be fine. I also had it confirmed to me that services would be terminated at the end of the contract and no further monies would be requested. A couple of weeks later my ex rang to say services had not yet been resumed. 90 mins later and 4 departments later somebody seemed to be talking to me on my wavelength. No i did not want to set up a new contract, i just wanted the services to be resumed as discussed previously. Ok, fine, done. Or so i thought...my first new bill came through the door last week. I rang up customer services and got rather a rude lady telling me in no uncertain terms that i'd obviously agreed to a new contract and that there is nothing i can do about it. I have paid upto july for my old contract, and am now also paying for my new contract in April. Ironically I am very happy with my sky plus service in my new house too! I really don't know what to do, I feel i have been mis sold and totally ignored, my only comfort being that reading these i am obviously not the only one. I have a friend with a law degree and a book in contract law. Wish me luck everyone...!

about 9 years ago

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Jan

I have just received a telephone bill and admittedly forgot to settle up last month to my cost! I have been holding for what appears to be eternity to speak to someone which doesn't surprise me since I have also used NTL for years and their service has always been unbeatably disgusting. I can relate to all of the above, cock ups with direct debits, hair pulling waits on the phone, they never turn up when they say they will, they take money from any account number they can find for you and NEVER admit they are wrong. To add insult to injury now, they are charging £5 for "payment handling fee", hahahaa!! that just takes the biscuit doesn't it?! They also charged me £10 late payment charge.. GULP!...so my actual calls cost me £4.44 and I have £15 on top, just because they can I guess..i think it's disgusting and I have noted the cancellation address that Keith posted above, my letter will be in the post first thing in the morning since they obviously are not interested in taking my call for any reason as I have tried every option on the never ending list - I for one have decided I don't actually need a landline - I have a perfectly good mobile on pay-as-you-go... one bill will suit me fine thankyou very much Virgin! You can take your so called "service" and insert it very uncomfortably where the sun don't shine!!

about 9 years ago

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Dave M

As a customer of Virgin Media I have suffered two complete service outages affecting both TV and Internet recently.

The first outage lasted for 2 weeks and was only finally fixed on 31 March. The second service outage started on 24 April.

The first customer service representative refused to deal with the fault (even though it was a repetition of the previous fault) because I was not at home. That night the offshore helpdesk operative said they could not get an engineer out for 5 days but that she would come back to me to confirm if there was an earlier appointment possible.

No-one has come back. I wrote to Steve Burch but he has not replied either.

I did not want to keep paying £100 per month plus to people who don't want to provide service so I cancelled on Saturday.

My advice is don't touch Virgin Media with a 100 ft bargepole. If you feel you have to deal with them then make very sure you have alternative TV/Internet routes open to you because these people do not care and they will fail to provide service and when they fail..............they are not responsive.

Give your money to a good cause...........but not Virgin Media.

They want your money but are not interested in providing a service.

about 9 years ago

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morgan

on the 8mb plan, only get about 150kb/s download... WHAT SORT OF RUBBISH INTERNET IS THAT!!!!!!!

about 9 years ago

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Nick

I've been a customer for quite a few years (NTL). Since moving over to VM I have seen calls on my bill that have been made when no-one is in the house. They are not via hijacked PC, but getting someone to do something about it is impossible. I have made numerous calls, been passed from pillar to post and got absolutely nowhere. They won't/can't even bar the number that's being called. I've just cancelled my service this morning and requested my MAC - let's see if that turns up. These guys are useless (I have had numerous other issues apart from being charged for calls I've not made, but no-one gives a toss!!)

about 9 years ago

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lee

Yep i have to agree with this i live in the dudley area (west midlands).

My super fast up to 10mb internet is currently (and has been for months) approx 150kb/s online gaming is impossible, downloading anything is a chore.

Sky one has gone, again i do wonder about breach of contract on VM's part on this.

Happily I believe im able to cancel my services which I will be promptly doing, in all honesty I cannot BELIEVE how poor things have become since the take over of telewest.

After sky doubled their prices to VM I really wanted to stay with them (becasue i hate sky), but when your broadband is running approx 4 times slower than thier CHEAPEST service you really have to say shove it.

it annoys me becasue we really could have done with a good competitor for sky.......

about 9 years ago

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lee

No one would buy a car ( or any other product) today and tolerate the equivalent defects in performance and support that we are having to stomach from ISPs. They have us over a barrel in every direction. You pay for a service. The service is not delivered. You pay to report the failure ( many times over). The service is still not delivered. You lodge a complaint.( many have) So what ? You still are not getting the service you paid for.They are still there, raking in the cash, laughing all the way to the bank.I am horrified by the seeming lack of regulatory bodies with real teeth who can bite back at these fraudulent companies.

^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
Really this post says it all SURELY there is a way to get around this?

We cant all go on getting ripped off blind by these companies?

about 9 years ago

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Dav

I havent had any problems with any of VM services and always been helpfull on the phone. The last week though the 10m connection has been very slow rang them up they were very helpfull and said while the 20mb broadband updates were being done there have been some impacting speed issues during this time. Just hang on till June and all should be back to the way it was being a great service :-) and there are some very nice features for VM in the pipeline 50mb bandband faster tv menus and movies/series that you can buy and you have them for life (like buying a dvd but without it taking space and possibly getting scrathed) and can access them on the internet to view them anyware in the world.

about 9 years ago

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clare

I paid a £100 security deposit with Telewest that was supposed to be refunded 6 months later. I have phoned Virgin, wrote to them 5 times and they don't even respond to them! Anyone have any ideas how you get this money back?

about 9 years ago

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Sarah Morley

NEVER GIVE VIRGIN MEDIA YOUR DEBIT/CREDIT CARD DETAILS!!! THEY WILL THIEVE YOUR MONEY ... AND YOU HAVE NO COMEBACK.

I found this site by doing a search of "Virgin Media" +"bank account". I'm so horrified by all the posts - I never knew it was so bad and so widespread!

Along with the 6 months of problems with ntl/Virgin Media as outlined below in an email to my local Citizen's Advice Bureau, I now have an even greater outrage emanating from this dreadful company.

I have today checked my bank account and discovered that Virgin Media have made a completely unauthorised deduction to the tune of £30. Although I put a stop on my direct debit to ntl/Virgin back in January (as mentioned below), Barclays this morning advised me that the money was taken by using my DEBIT CARD DETAILS. Not only that, but - because I have no written contract showing the amount I *should* be paying them (ARGH!) - I cannot even file a dispute claim with the bank!

The only written contract I've ever had with ntl/Virgin - despite numerous requests - was the one I started out with over 2 years ago for a phone/broadband package. I cancelled my phone in Dec 06 - due to them cutting me off (!) - and have only had broadband since, the 'special' monthly fee for which is in dispute (well, I'M disputing it; THEY'RE ignoring me!).

I only gave my debit card details to this company on 31st March and 10th April in the attempt to pay £10 for what is SUPPOSED to be my monthly 'special deal' agreed until August 07. These payments (for God alone knows what reason) did not go through and I paid instead by cheque (thereby causing me more problems!).

I can't believe, after all the letters I've sent them trying to resolve the mess they've made with my payments, that they have the gall to retrospectively make use of my card details to 'steal' from me!!

Barclays, although deeply sympathetic, tell me the only way I can reclaim my money is by disputing it with the company concerned - although they can see I've already been in constant dispute with them for 6 months! They also say that, to prevent Virgin Media from helping themselves to my money, I WILL HAVE TO CANCEL MY BANK ACCOUNT - an account I've held for 20 years! And I mean bank account - apparently even if you cancel your card, a large company such as Virgin can still trace you and gain access to your account even if the end of your 16 digit number has changed.

I have no wish to cancel my bank account - think of the hassles involved! - but this latest development almost took me over the limit of my overdraft ... and might have cost me £30 extra in bank charges!

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Email from Citizens' Advice Bureau:

Subject: Re: Virgin Media - Who to Comploin to?
Date: Fri, 18 May 2007 11:58:20 +0100

Dear Sarah
Considering your situation as below I think your query re ombudsman is relevant --
Details
Ombudsman - Ofcom Contact Centre, Riverside House, 2A Southwalk Bridge, SE1 9HA tel. 0845 456 3000 e-mail contact@ofcom.org.uk
& send copy to Virgin Media, PO Box 333, Matrix Court, Swansea. SA7 9ZJ tel 0845 454 111
If you need any further help please contact us further

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Email from me to Citizens' Advice Bureau

Sent: Sunday, May 13, 2007 3:57 PM
Subject: Virgin Media - Who to Comploin to?

Please could you let me know if there is an ombudsman for the likes of ntl/Virgin Media?

I've experienced severe problems with them during the last 6 months and I'm at the end of my tether.

Last December I had a phone and broadband package with the then ntl at £21.99. Because I needed to economise, I phoned to enquire how much just the broadband would be. They offered me a 6 month deal involving reducing the broadband part from £17.99 to £9.99, making my phone and broadband package £13.99 a month. I accepted this.

Next day my phone stopped working! I won't go into the inconveniences an abrupt cessation of my phone service caused me ...

Due to their not showing up to fix the fault (after a delay of 8 and a half days and loss of half a day's work) I lost patience and informed them (in writing on 11th December) I would be cancelling my phone after all. I also said that unless the broadband deal of £9.99 was adhered to, I would be cancelling that as well. I asked for my new contract to be sent - I've still not had it.

The subsequent bill for my broadband service alone showed £18.00! I immediately wrote to my bank to suspend my Direct Debit until further notice and - as required in the terms and conditions - sent a copy of the letter to ntl.

An employee of ntl phoned me in February in response to this and after some conversation was told my broadband would be set at £10.00 until August 2007. I wasn't going to quibble over the penny's increase, so again, I agreed to this. I specifically asked for this deal to be sent to me in writing - this has never happened. I wrote my own letter of confirmation of the deal and said I was willing to set up the Direct Debit again so could they please send me the form? In the meantime I enclosed a cheque for £10.00, which the operator had assured me would settle outstanding bills as at that month.

The next bill was for £20.00!

Carefully-worded complaints letters go unanswered. I have kept copies of all my written correspondence .. however it's totally one-sided! All I get (and I now have 4 of these) are standard "WE'RE SORRY TO HEAR YOU'RE UNHAPPY" and "WE'LL GET STRAIGHT ONTO IT" letters, not one of which has been followed up with concrete action.

Phone calls - charged-for, as I don't have access to a Virgin Media line - result in lots of being put on hold; the last call I made took more than 20 minutes to complete and the Indian woman threw a strop at one point (because she didn't understand what I was complaining about, I'd imagine) and gave me the silent treatment! She ended the call with a highly sarcastic, "Have a GREAT day"!!

On each occasion I have to make a fresh explanation of the problems as they don’t seem to record previous conversations/correspondence so that subsequent Customer Service people can see it. I then get more false promises to put things right.

Two attempts to pay bills by phone have resulted in letters sent days later saying the payment failed - despite the transaction seemingly having been carried out successfully at the time and there having been sufficient funds in my account.

Because of the continuing overcharging on the bills - which, each time I pay the £10.00 results in an outstanding amount – my bill actually increases every month. Not only that, but they have been adding 'admin fees' on to my bills in retaliation for my paying by cheque ... but if they won't bill me according to the agreed rate and their systems won't carry through my attempts at phone payments, this has been the only payment option available to me - I cannot afford to be overcharged!

I was even levied a £10 'late payment' charge at one point, which, fortunately, I managed to get taken off. Despite this, because of their incompetence, my latest bill has grown to £40 when it should be a flat £10! This is very upsetting, as - according to the agreement back in February - and if they'd actioned it in their billing department - I would have been happily paying £10 per month by Direct Debit.

I assure you that the above is a very much shortened account of the problems I've experienced.

To sum up:

*They’ve already had in writing my intention to give notice if I was going to have to pay more than £9.99 for broadband.
*In response they gave me a verbal agreement to the sum of £10.00 until August 2007.
*Ever since they’ve merrily sent bills disregarding this amount and overcharging me – which makes me look like a debtor.
*Letters of complaint go unanswered; phone calls get me nowhere.

Before I know it, I’ll be getting a bad credit rating … simply for paying what they and I agreed on!

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Please warn everyone you know not to have any dealings with Virgin. For heaven's sake copy and paste this message into an email and send it to everyone in your address book and get them to do the same!

I'm also going to boycott their shops and I'm doing away with their Pay-as-you-go mobile service, too. They are a pack of thieving shysters who are only out for what they can con out of people. Think about it. They actually make money out of your complaints phone-calls!!! The worse they are, the more people phone up, the more money they make! It's a complete joke!

about 9 years ago

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John McARTHUR

And I thought my problem was a big one!!!

I've just been waiting for 37 minutes trying to sort out a Voicemail Plus problem - now they say they will 'phone me back.

BUT I have discovered one thing. If you are on a Virgin Media line, 'phoning 150 will get you through to Customer Services and 151 will take you to 'Faults' - for what that is worth!

p.s. Now they say that I was given wrong information - faults take up to 72 hours to correct! (and some, I reckon!)

about 9 years ago

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John McARTHUR

See above! Sorry!! I failed to mention you get through on 150 or 151 for NOTHING!!

about 9 years ago

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ian longmuir

I have been endevouring to try and get back from Virgin Media a large sum of money which they illegally withdrew from my Bank Account, using my Debit card details.
The problem is that they have a call recieving system which is set up so that the customer/complainant cannot get pass the monkey on the switch board to speak to anyone in authority and there is a total lack of communication between departments.
I was informed that a cheque repaying their illegal transaction was posted on the 11th May, it is now the 22nd May and I am still awaiting this cheque!
When I ring and get one of the monkeys, they still insist the cheque was posted on the 11th May!
When I try to get pass the monkey, they put me on hold while they speak to their "Team Leader". Following my request that a further cheque should be iissued, I was informed on the 21st May that a Manager would call me back to arrange. I am still awaiting that call!
Even their letters contain no postal addresses for their offices. They are a total waste of space and I would advise anyone who is thinking of using them to think again, there are far better Companies out there.

about 9 years ago

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RON WO

I had changed my Broadband ISP to Virgin Media since this February 2007, and now I can say they provide a most crap Broadband quality all over of the world, bad speed, bad service, and always give you a excuse said "they are upgrading their ......!", my deal is 8mb 17.99pounds/month, but my speed never go up something like 8mb internet, and sometime are running like 56k internet, why are we paying this? i have no idea now, and they say there is no Contract for the deal, "BUT" if you leave less then 12 month they gonna chage you 56pounds for the cancle fee, so now we can't do anything for this! I will never ever use Virgin again after this "NONE Contract".

about 9 years ago

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Wendy

Virgin broadband is rubbish, no connection at some point of the day, every day - this has only happened since name change??? Why should a name change effect connectivity.

Anyone thinking of changing to Virgin - don't sign up for a years contract until they get their systems sorted.

about 9 years ago

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Jennifer Dunlop

Just after the loss of the Sky programmes I got the stupidest most patronising letter 'signed' by Richard Branson and without any phone number or address to reply to. Basically it said there was no chance of getting Sky back but it would be better for us because instead we would have loads of extra films and whatever to access instead. You're having a laugh Branson!

about 9 years ago

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y bennett

Virgin media is not better than NTL. Service in terrible.

about 9 years ago

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jaima

Vigin Media ha ha ha ha what an inept company who are full of conmen fleecing their customers for as much money as they can.
People, the only way to get a decent customer sevice is to be with a decent company
Vigin Media use CHEAP LABOUR FROM INDIA for their CUSTOMER SERVICES
and CHEAP LABOUR FROM INDIA is not the answer to an AILING COMPANY, Branson get your finger out of your arse and employ staff who are capable of doing a job for which they have been employed to do, we have been with this cable company for 10yrs and are now leaving NTL/VIRGIN MEDIA, what a SHAM, you are quick to take our money but when the SHIT HITS THE FAN, you dont want to know your customers compaints.
RICHARD BRANSON, is that the guy with the horse named BLACK BESS ?
Im off to Sky, ive had all that i can take from money grabbing company.

about 9 years ago

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Angela Fleming

I've never had such problems extricating myself from a company!! I asked for disconnection 09 March 07, and VM assured me by emaill that they'd do this 30 days after that - well, it's 4 June and guess what? I'm still a customer!! I've been a BT and Sky customer since 12 April and VM are ADVANCE charging me (!hysterical laughter!) for May AND June!! To top it all, I've been charged £10 late payment, and harrassed on my answer machine whilst I've been at work by over two dozen whiny, computerised requests to call VM back (that's at least 3 calls a week).
All attempts to sit and wait on the huge, endless and tortuous customer service lines have ended in me giving up, and restricting all communication to them by mail.
This has been as effective as plaiting fog.
These are the straws which have broken the camels back with me: Some dude from customer services phoned me last week to enforce upon me an explanation as to why I was still a customer of VM after 3 months. I couldnt even interrupt him to tell him I've been battling for 3 months to get extricated from this heinous, money grabbing, fraudulent, bully-boy outfit. I told him if I he woudlnt let me speak, i'd hang up, to which he said 'Well on your way then' .
Needless to say I was upset.
I've sent Personal For Ryan Pursey by recorded delivery: ALL letters, invoices, bills, emails etc under a headed letter dtating that I want a CORRECT invoice of charges up to and including the 30 days notice I suppliedd them in good faith. I've also told him I'm seeking legal action against them, citing the harrassment case won by Alison Turner vs Halifax bank recently. I think VM are harrassing ordinary, loyal customers - many of whom fall foul of VM's shoddiness. (Google Alison Turner & Halifax Bank) and see what you think. These huge organisations need to sort themselves out - we pay them enough of our hard-earned cash!

about 9 years ago

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Kemshell

Been a Virgin customer for several years upgrading to Broadband some time ago. Recently decided to downgrade to PAYG for a while due to going away. Virgin have advised that to downgrade we would need to cancel our contract completely and re-apply, LOSING OUR EMAIL ADDRESSES IN THE PROCESS? This is surely against Fair Competition Law and sounds very much like Blackmail to me. Being with the company for several years seems to count for nothing and keeping a customer who is not paying a monthly fee is just not company policy, even though on PAYG Virgin still get paid. WHICH VIRGIN MANAGEMENT GURU DECIDED ON THIS POLICY???

about 9 years ago

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Steve

I recently had Virgin+ installed.
What a mistake.

1/The volume button does not work.
After 35 CALLS I was told by a technician that the volume button on the Virgin+ remote does not function period.

2/You cannot copy a recorded program on Virgin+ to a DVD recorder.
This person called Kerry from Swansea said "remove the HDMI cable, reset the Virgin+ to scart, copy then reinstall the HDMI cable and reset the Virgin+ to HDMI."
My response, what century is this?

I only looking to scrap Virgin for Sky only because I am fed up of dealing with people who just do not listen and do not understand, especially when you end up calling INDIA!

about 9 years ago

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ISAAC

I’m writing to you with regards to the poor service, which I have received at the hands of your company on several occasions in the past 2 months, awaiting for the installation of your equipment and services.

Firstly I have chosen your service above your other competitors as I was assured of the quality and advantages I would benefit from the using Virgin Media.

However the only dealings I have experienced so far have been totally unacceptable and I’m sure you will agree after reading the below that this is unacceptable for any new customer to have to put up with.

I first applied to Virgin Media on the 13th April 2007 and payment was taken for the installation around the same day, and the installation appointment was scheduled for the 24th April 2007, so I arranged to take a day’s leave from work to be in for the Engineer.

Once the engineer arrived on the 24th, it became aware that the engineer would need access to the roof of my building, the engineer then left to consult my local council about access to the roof, which could not be achieved on this date, and so the appointment was rescheduled for the 15th May 2007.

Again I took a day’s leave from work only for the Engineer to fail to turn up at all on this date, after calling Virgin Media for an explanation none was given, but another appointment was scheduled for the 6th June 2007.

This time not wanting to waste all my annual leave on Virgin Media, I arranged for someone to be at home in my absence during the hours of 1pm – 6pm, which was the scheduled appointment time. At midday on the 6th I called Virgin Media to ensure the Engineer was still scheduled and was told that I was second on the job sheet and the Engineer would be with me during the allotted time, However the Engineer again failed to show.

I called Virgin Media only to be told that the Engineer had been at my property at 11:45 and no one was present, which is correct as the scheduled time was between 1 – 6 pm, There was no card to show an Engineer had been, nor was I advised of this when I had called Virgin Media at midday.

I explained that this was unacceptable and was told that someone would get back to me, today I received a call advising that in fact the Engineer had indeed failed to show.

So after nearly 2 months of having applied for the service, I am still without Virgin Media and very tempted to ask for a refund and apply to one of your competitors, who have assured me I can be up and running within a week

However this is not a option I wish to take as Virgin Media was my preferred service and I would still like to have it, But would really like to be treated as a valued customer, which I have not felt like once since applying apart from the actual sales pitch when my contract was signed & installation charge paid.

The aim of my letter is to express my disappointment and also to make you aware of my situation to avoid this happening to any other new customers, which could easily put people off in what is already a competitive market for yourselves.

Please could somebody personally take up my case and ensure that my installation is up running as soon as possible and that I am compensated in some way for the inconvenience, which I have experienced thus far.

I hope to receive a reply to this letter ASAP and that Virgin Media and myself can go on have a long & lasting relationship as a valued customer and service provider.

Once I get my money, I'm gone.

about 9 years ago

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d green

I have moved to sky,it was a good move.This is the worst company i have ever had the misfortune of being with(NTL-virgin).There was always something wrong with the set top box or the internet,so i spent countless hours on the phone to them.I would not return to VIRGIN if the service was offered free for life.PS i have just received a threatening letter stating they will charge me £250 if my equipment is not returned.They gave me a collection date about 3 months ago and after waiting in all day failed to turn up.So back on the phone for hours to arrange another date,we were assured someone would collect of course they never did.I am not serprised they have lost 46,000+ customers recently.

about 9 years ago

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M Bee

Incompetent, Decieptful, Thieving bunch of SCUMBAGS.
Asked for TV,Phone and Broadband £30/mth deal,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,WHAT AN ERROR..............................First they make a total hash of the installation, ruining my carpet and making the house exterior look like we are running a telephone network of our own, And after being here for 12.5hrs the monkeys abandoned the job with nothing still working???????.
Made countless complaint and enquiry calls and email to people from a cave somewhere who didnt have a clue what i was trying to explain yet were very good at telling me blatant lies such as:-(It will be sorted within 24hrs / we will compensate you fully / our engineers are onto it / or will be there tommorrow ) and having the audacity to tell me that our services were fine and that they had no records of any problems........8 wks later we eventually had all promised services but the net loses connection regularly, the tv freezes repeatedly and we get call charges of up to a £100, regardless of whether we've been at our home all month or for just 1 wk??????? We have been requesting FULLY itemised bills but have been always either been refused or promised ones that never turn up.
I am cancelling all services and compiled all my paperwork to prove VM have repeatedly broke the contract i signed with telewest and can therefore stick theirs (which i have never signed),,, UP THEIR ARSE.....
STAY AWAY FROM VIRGIN MEDIA OR YOU WILL END UP WANTING TO DO DAMAGE TO PEOPLE,,,,,,,,Trust me and all the others on here, For your own good.

about 9 years ago

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From a very dissatisfied customer.

I have sent this to virgin media through their make a general enquiry post its all I could find to contact them.

BUT THEN THEY KNOW THAT.

Why Don't you lot log in to http://www.e-consultancy.com/news-blog/362637/virgin-media-launches-response-mixed.html#comments.

Then you will see how good your crap service is
And if you don't sort mine out soon and stop robbing me
I my son and my 2 daughters who have your crap service will walk too.

Don't reply to me telling me I have sent it to the wrong department just forward it to Richard Branson. Or to someone how thinks there in charge.Or set up a complaints department with people that speak English and know what their talking about.
From a very dissatisfied customer.

about 9 years ago

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Angela Fleming

Hi - I commented at 62. My unadventurous foibles with the wonderfully inefficient VM continue, I've just been whacked with a £250 give or take a £ or two (who's counting any more?). Has anybody here experienced the phone call tactic which is simply fantastic in it's unbelieveable cheek? - That is, VM have taken to calling me and (if I'm in and pick the phone up), I'm greeted with the female-robot-voice saying "Virgin-Media-would-like-to-speak-to-you", and then hangs up!!!! (Hysterical peals of laughter from me) Do VM think I'm really going to file my fingernails and pluck my eyebrows whilst I wait 2 hours in a queue at my own expense?
Anyway, these are side issues. I have come to the understanding that VM only want my money, and resistance is futile. Am I going to pay them for money they are wrongfully claiming? Not on your nelly. But I'm now going to treat them with exactly the same ignorance as VM have thus far shown me, and not bother. They can waste time and money on me if they want, but I've had it wasting time and money on them. I noticed an earlier comment had no luck with CISAS but I'm putting the link here. Please post if you've had some success with this approach. http://www.cisas.org.uk/
I've put an application in, and wil wait and see as to the success or otherwise. Failing that I'm going to Return to Richard Branson via 'Private and Confidential' Recorded delivery, all 45 pages (so far) of correspondence. I've managed to convince myself that I'll spend up to £6 on this endeavour, then sling all irrelevant correspondence (that is all corresp. that doesnt include at least a retraction, apology and explanation) into an unstamped envelope in the nearest post box. Done and dusted.

about 9 years ago

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les moon

ive been with ntl for years now but since virgin media took over it has been 1 hell of a ride .virgin media must be the fastest company in the world to upset so many people at once they lost the top sky programs (sky 1) they tell you you can get 20meg broadband but they dont tell you you can only use it for 21mins before they cap your speed to 5meg and call it traffic management you have a problem and you get someone on the other end of the phone that you carnt understand and now there going to charge you 25pence a min for the privalige now how can companys get away with it they say 1 thing and do another i wont be staying with virgin media

about 9 years ago

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Angela Fleming

Hi, I commented at 62 and 69, just to update if it helps anyone out there. i got an apology (of sorts) today from VM Customer Concern - and I think I might be in the minority of people who get apologies????
Anyway - I dont know what it was that eventually helped me but these are things I'd suggest:
1) Keep a copy of ALL correspondence, letter or email.
2) Every time I chased them up/responded to another demand, i'd send them ALL correspondence, personally to the managers who had contacted me for money (that they incorrectly charged), via
3) Recorded delivery. Then I went online and obtained Proof of Delivery through Royalmail.com 'track and trace' free facility. VM cant argue that!
I eventually amassed about 45 pages of correspondence (theirs and mine), and sent it to
4) Steve Burch CEO. I also compressed the whole lot into a PDF document (scanned bills, letters, demands, responses). Sent to Steve.burch@ntl.com - address is
Steve Burch
CEO Virgin Media Ltd
Media House
Bartley Wood Business Park
Hook
Hampshire
RG27 9UP,
and also copied it to the Customer Services Team - I got the email address: IBMKANA.TW@ntl.com. I informed them that I had gone to Ofcom, CISAS and reported it to Watchdog.
5) I also got a letter and case reference from CISAS (link given in comments above), so they were going to proceed with my case, but VM have pre-emted that and sent me a letter and a correct amount to pay, and a sort of apology. Given the time, effort and sheer annoyance this has caused me, it's a hollow victory, and good riddance to Virgin Media. Hope this helps anyone having problems. What a nightmare.

about 9 years ago

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Ayesha

I registered for Virgin bundle end of Feb 07 and were given 3 installation appointments, each almost a month apart…2 of which were cancelled and on the 3rd an installer turn up to tell me the cabling work outside has not been done. Luckily someone came on the same day and the installer returned again later in the afternoon only to tell me there is problem outside and the cable line is under some signpost.

That evening I spend ONE hour SEVENTEEN minutes on my mobile trying to get hold of someone who could help me, after being passed over from one person to the next I was told the department I need to speak to has closed. After noting a direct telephone number for this so called department, I ended my call. Next day when I tried to call the correct department with my direct telephone number I was told I had the wrong department. Anyway to cut a very long long story short, after 3 long months wait I was told Virgin could not provide my flat with their services.

To my utter shock, I just noticed in my June bank statement, I have been charged £30.60 for installation by Virgin. I am now going to write a letter of complaint to their complaints department for my money back including the £9.90 charged on my mobile. Wish me Luck!

about 9 years ago

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Jacqueline

I could repeat many of the things in this forum. Virgin Mediocre are just astonishing. FOUR weeks ago today, they disconnected our phone line when connecting a neighbour. We'd had a similar experience twice before with ntl but the phone was reconnected within 48 hours on both occasions. Attempting to contact VM by phone was impossible. Also, because my son was in Morocco at the time organising his wedding (when, of course, he needed to contact me and I him along with several other friends and family - I didn't have a mobile then) and he is the account holder, they asked for a password (which he has never had). On his return he spent over an hour on his mobile getting nowhere and was generally patronised and asked the usual absurd questions regarding unplugging the phone, checking the fax (which we don't have), etc. etc. I'd been through the whole process in a call box the previous day so found it all quite unbelievable. I've emailed VM on an alternate daily basis and have been met with the same response as other customers in this forum. I eventually received a letter from Customer Concern stating - and this is a classic - 'We are sorry that you are unable to use your telephone...we have tried to contact you by telephone but have been unable to speak to you'. It gets better - or worse, depending on your viewpoint and sense of humour, because after their latest response I can only laugh at them. I'd sent them two letters, one to Swansea and another to Wythenshawe, each containing a copy of the other letter, one an outline of events and the other a response to letter I'd received stating just how ridiculous it was and questioning their logic. I also attached these letters to an email to Steve Burch and IBMKANA.TW@ntl.com as suggested above. The response was that they could do nothing without details of the account holder's name, address, account number, telephone number and the nature of the fault - all of which were included in each of the letters. It occurred to me that they are unable to open attachments so I responded with all the details writ large and guess what? They replied and said exactly the same, i.e. that they could do nothing without the account holder's name, blah, blah, blah. I therefore concluded that they must and can only be taking the piss, at the customer's, indeed if this thread is an example, ALL their customer's expense. I previously asked them if they had considered what could happen in the event of not being able to contact emergency services, if a child was sick or if someone was dependent on a phone for health reasons but they evidently don't give a damn. So - I had no choice but to buy a mobile so as to be able to contact people at a particularly important time in our lives. My son spent a small fortune using his mobile to phone from and to Morocco and the whole episode, including reconnection to BT which took all of two days, has cost us around £400. 00. VM very generously offered us a month's free line rental, i.e. £11. 00, implying that they were doing us a favour. Well, it's their loss of revenue actually as my son's phone bill to his fiancee, now his wife, amounts to around £250.00 per month. What concerns me now is that we've cancelled our contract but will they still keep billing us as they have done with other customers on this thread? If they don't respond to something as simple as a fault how will they respond to something as complicated as cancelling a direct debit?

almost 9 years ago

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Janet

Hi - I have just got off the phone with VM and am fuming. I spoke to Adele Sheriff who was absolutely rude and she works in the customer care department!
I was with NTL for years so when VM took over I took advantage of the 2 for £20 offer (phone line and broadband). I telephoned them in December of last year and swapped over. It has only just come to light now that they have been charging me £32. I rang VM who said that on my account there was no record of them setting up 2 for £20, so after a lot of debate about this they put me through to Adele Sheriff.
She went on to explain to me that as I hadnt noticed this error there is nothing I can do. I should have checked my bank statements every month. I said that I trusted your company. She went on to say that "do not trust our company" - I asked her if I could quote her saying that and she agreed. I said well if there is no proof of me requesting the 2 for £20 can you swap me over now? No she replied, you are signed up until December and thats it. I said thats not acceptable. She said we can reduce your cost if you take out an extra package of the tv with us. I said no thank you very much I am with Sky and am quite happy with their service. She said well there you go then. I asked for an address to write to to send in a complaint, she said yes and tell them I said you cannot have the 2 for £20 then hung up.....

almost 9 years ago

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teresa

i think it is disgusting since it has changed from n t l their seems to be a lack of communication, never respond to letters or e mails, i have spent a lot money 25p minute where it use to be free.put people on the phones who hardly understand english, scam just to make more money all in all technical support ,been on 3qauters hour and all ive got is its not their problem, and can not claim back my money, computer was perfect when i went on holiday to come back and found new name virgin.still 6weeks on the problem still not solved.yet it is virgins fault who else fault can it be, totaly messed up my pages.some pages can not get on to.with no help feel like you going mad.not easy, all i want is a address to technical support has im not waisting no more money for their poxy stupid mistakes, im concidering going to b,t all my mates virgin work. no exsplanation why their grabbibg our money.concider going trade standards

almost 9 years ago

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teresa

help help im going mad can any one tell me the address to technical support possibly head of office .im going through pure hell.not to mention very rude staff .already spoke to 4 differnt people problem still not solved after 7 weeks ,most web pages dont work,and can not get to play any gambling games.please reply anyone who is going through same prob.also can anyone te3ll me the e mail to b,rt broad has media is so crap crap.dont no why we bother like they are intrested only getting our cash.

almost 9 years ago

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Joc

What a disgrace,
Been with them since they came into the market as a dial up customer 56K. Now they are taking the piss.. Terrible latency and bandwidth issues, new software shaping and none upgrading there equipment and oversubscribing. Don't go near them if you want to play games or download. Even surfing the WWW is a hit or miss at certain times of the day and night.. Grrrrrrr... Disgusting lies and deception from there staff including ignorance from management.

almost 9 years ago

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j cawthorne

Virgin media are a pile of steaming dog pooh! I have never dealt with such rude incompetent idiots in all my life, please Richard sell your company back to NTL for Christ sake because your team just aren't cutting the mustard.
Since the VM idiots took over we have been over charged every month to the tune of £78, when our package as agreed with NTL and VM idiots should cost £34.99 per month plus free call under an hour. Every time they over charge us I spend hours of my time on hold trying to get through to the crew of monkey's who are supposed to be running the complaints department, who, incidentally can never tell me why we have been over charged but always assure me that it will not happen again. Then guess what! the next bill is £78 again and this time we have £26 worth of calls we have never made, fantastic! No wonder Dick is a multimillionaire; this has been going on since the VM idiots took over so my sense of humour is wearing a little thin as you can imagine.
If this is your best effort at media Mr Branson you had better stick to Air travel and Credit cards, but hey, you can still pull a fuel charge scam on your passengers.

almost 9 years ago

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colin nunn,

Sign the petition at http://www.ccnhosting.co.uk/Virgin/Virgin-Media.htm

Unacceptable Broadband Service? Suspect excuses? Erroneous call Charges ? Poor TV? Inappropriate call charges? Incorrect billing?

Sign the petition at http://www.ccnhosting.co.uk/Virgin/Virgin-Media.htm

Is Sir Richard Branson going to continue slapping sticky plasters on everything that fails while his loyal customers are paying in good faith for a less than adequate service? Is he going to give his loyal customers what they want and deserve, i.e. value for money and a worthwhile, reliable service or will he continue the current trend of deceptive marketing tactics ("blistering speed!"), inadequate maintenance, questionable customer support, traffic shaping and spurious new (in some cases inappropriate) charges? Are you, the customer, happy to accept the status quo or do you demand satisfaction? One man's voice cannot be heard in a crowd, but the crowd speaking in unison is hard to ignore! SIGN TODAY!

Sign the petition at http://www.ccnhosting.co.uk/Virgin/Virgin-Media.htm

Forum to be added soon

almost 9 years ago

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David

I've been with NTL now VM for 4 years for TV, Phone and Broadband and never had any major issues with any of these? there was 1 occasion when there was a mix up of phone package which was credited and resolved in one call. I know this does not help you guys and I was surprised at how much of an issue you have had. glad i'm one of the lucky ones.

almost 9 years ago

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sue packham

I contracted with virgin media recently for their phone, broadband and cable TV package - it has been A TOTAL FIASCO, NIGHTMARE SHAMBLES OF AN OPERATION - I was left with no phone, TV or broadband for a week, and then it has been one messup after another................it has been the WORST COMPANY that i have ver dealt with -IF YOU ARE THINKING OF SUBSCRIBING do yourself a BIG favour DONT!!!!!!!

I am in the process of taking them to court as I tried to cancel my subscritpion within the 30 day cool off period and they wouldnt process the cancellation !!

almost 9 years ago

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Jeremy Gray

It's most reassuring to read all the problems that everyone else has had - I really thought that I was a one off until getting to this site.

I've also had terrible problems since NTL introduced the trial period in october 2006 for the faster broadband. I cancelled my free trial period at the end of october with an NTL operator. Vigin Media took over and without any invoicing DD my account for £25.00 for approx 9 months - I shoud have noticed but to be honest with so many DD's & SO's it took a bit of time to pick up the reason for the Virgin £25.00 debit. I Continued to receive the variable monthly telephone bill which was fine.

Contacted Virgin by post 28th August - received an acknowledgement on the 10th and told that due to being very busy (sic!) there would be a delay getting back to me.

Found this month the £25.00 DD has not been taken but what about the other £225.00 ? Why could I not have been invoiced in advance (as per TV licence & most utilities ) - this is not a credit to Richard Branson & the ethics that he must have had when he first started out - seems he has sold out.

Gonna try to contact the ombudsman but frankly hold hold little hope that I
will receive any money back for a service which I had cancelled but actually have no cause to use.

Jeremy - Brighton

almost 9 years ago

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ailamos

CAN SOMEONE TELL ME THE EMAIL ADDRESS TO THE VIRGIN MEDAU CUSTOMER REALATIONS? I TRIED SPEAKING WITH AN OPERATOR BUT I FOUND HIM TO BE A BIT RUDE. I WANT TO COMPLAIN ABOUT BILL THAT HAS AMOUNTED FROM THE USE OF FREEVIEW. MY KIDS HAVE BEEN PLAYING INTERACTIVE GAMES AND I DIDN'T KNOW THAT I WOULD BE CHARGED FOR ANYTHING DONE ON FREEVIEW.

almost 9 years ago

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Anne Schauerte

Virgin Media address in Newport - The Avenue, Cleppa Park, Coedkernew, Newport NG10 8UG - Phone Number 01633 670 000

almost 9 years ago

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Chris

I had a fault with my broadband for 3 days, called their 0906 number at £2.00 a min and spoke to the sloooooowwwwweeeesssstttttt talker in the west.

After 5 min and 10 quid I gave up, basicly bounced the phone round the box a few times (made me feel better). 5 min and the guy still had not found me on "the system" what a rip off!

I only have large bb and med tv so no phone. Got rid of phone when vm took over I started to get marketing calls 24/7, never had me number in the directory and I never gave it out and it never got used.

If this was a one off that would be fine and my ranting would finish, but I get this problem every 3 weeks. Its like sum guy goes out to fix server (their end), gives it a kick and it looks ok so he never looks properly. My broadband is probably working now because the mus be a piece of dust or a dead ant making final connections for them.

If you want some advice and your thinking of vm.

1 When it works properly, its great (keep your fingers crossed that they don't fall out will anyone else though or we'll have no more chanels than freeview)

2 When it breaks, GIVE UP. Pray that it lasted your 12 month ball and chain.

3 Just don't even bother, all my freings have sky, it never goes wrong and they have sky 1. Sorry Richard, but to be frank "Virgin 1, virgin +1, virgin central and virgin central 2 are no better than a 2nd hand beef curry the morning after.

Finally excuse my speeling :)

almost 9 years ago

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chris

Just afew more words of disgust for Virgin media. Service is unacceptable. Very, very, very poor. I would strongly advise all of you who read this site to avoid Virgin Media although they are cheaper than others. They cannot deliver what they promise.

almost 9 years ago

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adam

A letter I have wirtten to VM tonight.

I am writing to make a complaint with regards TV Media
In March/April 2006 we received a call from Virgin/NTL telling us about an offer that we could take out, they told us that we could upgrade to our phone and broadband package to include virgin/NTL media for an additional £1 per month. My understanding was that this would be an extra £1 on our bill. We were struggling to understand our bills verses the amount of money that was actual going out of my account as we were never told that the broadband bill was online. Through conversations complaining about the broadband service both through the call centre and at the Derby store it came to light that we were paying more per month than we were led to believe. On 23rd October I spoke to Siobhan Bell (manager) to explain to us what the monthly breakdown is which I think this is how our bill breaks down:
• Phone line - £11.00 -£4.00 = £7.00
• Broadband = £18.00
• Total £25
However going through our bank bills we are being charged £30.00 in total
I have queried my bills on number of occasion as I thought the £7.00 amount on my postal bill was the amount I owed. I found out tonight that I can view this online. The original contract I agree with NTL was for 12 months starting in July 2006. I have now been told that because I added TV to this account a new contract was started in April 2007 with the TV included. I believe I been mis-sold a product and new contact set-up without my knowledge.
To resolve this matter I would like to request the transcript of the telephone call where the TV package was sold to me, I believe this possible through The Data Protection Act. If the is not done within 8 weeks this complaint will be taken up with the Financial Ombudsman Service.
2) General customer services not being answer simple account I called last night at 18.29pm to ask you what my upload and download speeds were. A very basic question for a ISP. I was told to call a number of departments (not put through, which is what I would expect). One of these was a premium rate plus connection charge number to the broadband which I wasn't happy to do. No one was 'trained' to answer a question related to broadband. My internet speed is very low connecting anything between 1 - 56mbps. I finally got through to someone last night in complaints and ask the same question; to my amazement she said 'what do you want me to do about it!' This morning a received a bill for what I think is Telephone and TV (although no one could confirm this due to me being an old NTL customer). On the bill were 6 item (phone calls) without any information about number, times, amount, again very basic information the customer would require. So feed up with call centers I went into one of your stores in Derby (23/10- 13.30, and asked the same question, unfortunalty she wasn't 'trained'. So I asked about the phone bill, she said I hadn't requested an itemized bill. Whilst I in there I also noticed that you offer new customers 2mb broadband + phone for £4.50. I currently pay £7 for a phone that I get minimum info on calls used and broadband that is often so slow it disconnects it's self.I have tried to discuss this with the group but I'm getting nowhere. I couldn't find a complaint option on this site.

Please could answer the following questions.

1. What upload and download speeds on average should I expect from my broadband service?

2. What connection speed speeds on average should I expect from my broadband service?

3. What was original offer that I signed up for in 2006?

almost 9 years ago

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adam

A letter I have wirtten to VM tonight.

I am writing to make a complaint with regards TV Media
In March/April 2006 we received a call from Virgin/NTL telling us about an offer that we could take out, they told us that we could upgrade to our phone and broadband package to include virgin/NTL media for an additional £1 per month. My understanding was that this would be an extra £1 on our bill. We were struggling to understand our bills verses the amount of money that was actual going out of my account as we were never told that the broadband bill was online. Through conversations complaining about the broadband service both through the call centre and at the Derby store it came to light that we were paying more per month than we were led to believe. On 23rd October I spoke to Siobhan Bell (manager) to explain to us what the monthly breakdown is which I think this is how our bill breaks down:
• Phone line - £11.00 -£4.00 = £7.00
• Broadband = £18.00
• Total £25
However going through our bank bills we are being charged £30.00 in total
I have queried my bills on number of occasion as I thought the £7.00 amount on my postal bill was the amount I owed. I found out tonight that I can view this online. The original contract I agree with NTL was for 12 months starting in July 2006. I have now been told that because I added TV to this account a new contract was started in April 2007 with the TV included. I believe I been mis-sold a product and new contact set-up without my knowledge.
To resolve this matter I would like to request the transcript of the telephone call where the TV package was sold to me, I believe this possible through The Data Protection Act. If the is not done within 8 weeks this complaint will be taken up with the Financial Ombudsman Service.
2) General customer services not being answer simple account I called last night at 18.29pm to ask you what my upload and download speeds were. A very basic question for a ISP. I was told to call a number of departments (not put through, which is what I would expect). One of these was a premium rate plus connection charge number to the broadband which I wasn't happy to do. No one was 'trained' to answer a question related to broadband. My internet speed is very low connecting anything between 1 - 56mbps. I finally got through to someone last night in complaints and ask the same question; to my amazement she said 'what do you want me to do about it!' This morning a received a bill for what I think is Telephone and TV (although no one could confirm this due to me being an old NTL customer). On the bill were 6 item (phone calls) without any information about number, times, amount, again very basic information the customer would require. So feed up with call centers I went into one of your stores in Derby (23/10- 13.30, and asked the same question, unfortunalty she wasn't 'trained'. So I asked about the phone bill, she said I hadn't requested an itemized bill. Whilst I in there I also noticed that you offer new customers 2mb broadband + phone for £4.50. I currently pay £7 for a phone that I get minimum info on calls used and broadband that is often so slow it disconnects it's self.I have tried to discuss this with the group but I'm getting nowhere. I couldn't find a complaint option on this site.

Please could answer the following questions.

1. What upload and download speeds on average should I expect from my broadband service?

2. What connection speed speeds on average should I expect from my broadband service?

3. What was original offer that I signed up for in 2006?

almost 9 years ago

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cedric

Do not sign up with virgin media.
they are incompetent and so many customer are complaining.
I have signed up with virgin 4 months ago and i am still waiting for my telephone line.
Every months they is something wrong with my bill ( extra 20 pounds)
Someone was supposed to come and fix my phone today and nothing happened, they didn't call to tell me why.
I had and still having so many problem with them and every time i call i talk to so many different people and none of them can help as they are incompetent ( even one of them hang up on me)
So please do not sign up with them unless you like to waste time calling them every 2 weeks (of course its a 0845 number so it cost you a lot of money)
VIRGIN MEDIA IS CRAP

over 8 years ago

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nicola wallace

i changed my package last nov include tv , i did think my bills where high and did mean to ring up but never got round to it.Just off phone i was told last nov i agreed to extra tv channels which i know is rubbish cause i`m a sky customer , ntl tv was in my son`s room.The nice foriegn gentleman has discounted me from today but can`t tell me who changed the tv package and can`t give me a refund.I asked for detials to put complaint in its in wales is that right..

over 8 years ago

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john anderson

My internet has been down for a week now, im forced to post this comment via my work's internet. What i have to say is this is absolutely pathetic, i have been told to wait 24 hours, not once but TWICE. then i was told it would be coming back on in 20 minutes which was obviously a blatant lie as it has STILL yet to come on. WHEN will Virgin Media sort out these problems? I hope they are aware that they are going to be losing many loyal customers to services that actually respect their customers needs. NTL made such a big mistake selling their company to these amateur's who have no clue how to run such a company.

over 8 years ago

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David Cordingley

At last! A mail address for Virgin Media 'Customer Concern' -

Customer Concern
Virgin Media
Matrix Court
Llansamlet
Swansea
SA7 9BB

And if you're lucky they'll call you ... then snatch their 0845 number and you're away.

Good luck!

over 8 years ago

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shalaleh Barlow

My phone line has been down for several days now, and when I finally got a call back from Virgin media, they refused to make the appointment to fix it unless I agreed to pay for the parking charges (which they assure me will be reimbursed - And I was born yesterday!). Can you imagine - YOU HAVE TO AGREE TO PAY PARKING CHARGES FOR THE MAN TO COME AND FIX THE SERVICE THEY CHARGE YOU FOR !!!!

over 8 years ago

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abid

Hi it seems that were all experiencing the same problems with virgin not doing what was said on the tin. So lets do some thing about this collectivly and hurt virgin media financially. No and i dont mean just to cancel. I happen to work in a call centre and have done considerable training on complaints procedures that company follow. Theirs an organisation known as the financial ombusman service, FOS. Basically every complaint that you make virgin media gets a £500 fine regardless of the complaints validity yes really.

Email complaint.info@financial-ombudsman.org.uk or call us on our consumer helpline on 0845 080 1800.

over 8 years ago

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nicola samuels

i was a customer with ntl for a year before they changed to virgin media, i never had any problems but as soon as they changed trouble started! it was problem after problem, my broadband went off i rang up and spent 45mins on the phone waiting for them to answer, that tune they play whilst your waiting is awful. i used to pay ntl by direct debit but then noticed that when it changed i was getting two direct debits yet they offer all 3 services at one price but they were charging me extra. i started having my bill for tv and phone posted to me so that i could pay it at a pay point instead and just kept broadband as direct debit. one month they didn't send me a bill so i rang up and asked for one so i could pay it but all that came were reminders and final reminders by then i had rang them about 9 times requesting a bill which they swore they had sent to me. the next thing i knew i was cut off from my tv and my phone the only number i could ring was 150 to virgin media which is free only to be told i have to ring another number which will charge me 25p a minute! eventually they sent me a bill but charged me an extra £2 for having to send a duplicate even though they never sent me a 1st one. i think it is outrageous that they charged me for their mistake. most of the times i phoned them about the bill i was put through to people who cant even understand english and were talking to me in their own language. i think that most of the staff are foreign and the others just dont have a brain cell between them because they are always fobbing you off with a load of lies. richard branson get your arse into gear and come and talk to the customers because your staff haven't got a clue on how to run your buisiness!!! IF ANYONE WANTS TO GET TOGETHER WITH ME ABOUT THIS AND HAVE OUR SAY IN PUBLIC I AM WRITING TO THE PAPERS ABOUT IT. MY EMAIL ADDRESS IS NICOLA.SAMUELS2@NTLWORLD.COM

over 8 years ago

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Carl Walker

See letter with details below, I have now cancelled my Virgin account but they have just taken a CARD payment, WTF!? I am writing again to see whats happening as being on hold again last night (40mins) is just a pissed take, numerous calls to tech and services, wrong departments, basically, still no refund and they're taking extra money out, can't speak to anyone, HEAD OFFICE only do letters, what a waste of time, they probably owe me 2 months of credit/refund, but they dont for speed issues, but most of my problem was with constant timing out because they put me on a service that didn't exist for me, my line handles 2.5mb max, and they upgraded me to the 8mb, BT and SKY told me in a second that I could only get 2.5mb, so why so hard for Virgin, many of the tech team didn't flag it up...

I mentioned slow speeds, have mentioned the fact I have got 6mb connection at one point, on a saturday morning at 6am-7am, but this is not stable and times out and have to wait for connection, all rubbish! I have to stop now im just too pissed off, here is the letter...

Dear Sir or Madam,

I have been a Virgin customer for at least 9 years so this makes me an old Virgin.net customer, I mention this as you will find out as you read this letter.

I have been on the 2mb, £17.99 package and recently upgraded to the upto 8mb you offer. I was unaware of the 10 day bedding in period but that is fair enough, so when the 10 days were over I was looking forward to my superfast speeds but no... Was worse than when I was on my 2mb connection, barely better than dial up.

Example speeds (in the evening):
Download - 102 kb/s
Upload - 319 kb/s
Ping – 247

On top of this, it continually times out and you cant get any connection, that’s for my partner and children during the day ‘surfing’ and I use it at the evenings for Xbox Live.

Also, trying to get hold of someone to help in these matters has been a nightmare, tech support said leave my router on all the time which it is and the line will stablise, it hasn’t, I have had test speeds of upto 6mb, but this is like a one off and then drops to the 15-150k and then you get the timing out.

I spoke to a chap last night and he said due to what I was experiencing he would refund me 2 weeks as I am obviously having bad service and even when on the phone to him last night he said to do a speed test and there was no connection. Like I said alls fine with the line, but with people I know getting faster speeds this is what I want too but is isn’t happening.

The chap last night was a great help (the only one who has been) and with this I have requested a MAC code if I feel the need to switch provider, but like I said I do not want to do this if I don’t have to. Basically, I am looking for a refund for the time I am not able to get to upto 8mb service, even if it was 3-4mb that would be fine but not getting any service is really annoying me.

So please write back, like I said the chap last night was willing to refund the last 2 weeks, but since I am not getting any usage out of my line as it is, I don’t want to be paying for what I’m not using, what do you suggest do? What was spoke about last night and tech wise was that I may not be able to get the 8mb service, maybe due to contention or other providers having better equipment at the exchange etc.

MAC code is expected middle of next week, and I was not reverted to my 2mb datastream as this would be additional cost to yourselves and I want the 8mb service or sadly will have to cancel. Also there was a ‘30 day cancellation’ policy in place, not a problem if I were getting a service, so maybe this could be sorted out/wavered in this case, and what not used refunded.

Regards

[NOTE TO READER: This is a second letter as previously I was given the Gt Portland Street address as a contact which was later told was inccorrect, well today when I rang to see where we were up to. But on ringing up, I was eventually put through to the right department which basically has information that says my connection is fine. Basically having spoke to the lady at the call centre today she is unable to refund me for service not being able to use from the 4th October and after numerous calls and emails which you will have records of I include below a typical speed test taken from an evening and as you can see, appalling, so please write back or even better call on my mobile. I’m sure you have all information needed, I am waiting for a ‘supervisor’ John to ring me at the moment but doing this in the meantime.]

Speeds tests:
8/10/2007 7:18 PM GMT 86.27.175.227 DL-188 kb/s UL-190 kb/s Ping-234 ms
8/10/2007 7:48 PM GMT 86.27.175.227 DL-98 kb/s UL-180 kb/s Ping-250 ms
8/10/2007 8:24 PM GMT 86.27.175.227 DL-179 kb/s UL-246 kb/s Ping-252 ms
8/10/2007 8:26 PM GMT 86.27.175.227 DL-143 kb/s UL-195 kb/s Ping-248 ms
8/10/2007 9:46 PM GMT 86.27.175.227 DL-210 kb/s UL-113 kb/s Ping-246 ms
8/10/2007 9:47 PM GMT 86.27.175.227 DL-307 kb/s UL-248 kb/s Ping-258 ms
8/10/2007 9:49 PM GMT 86.27.175.227 DL-153 kb/s UL-255 kb/s Ping-268 ms
8/10/2007 9:50 PM GMT 86.27.175.227 DL-181 kb/s UL-250 kb/s Ping-262 ms
8/10/2007 10:34 PM GMT 86.27.175.227 DL-316 kb/s UL-243 kb/s Ping-242 ms
8/10/2007 10:42 PM GMT 86.27.175.227 DL-300 kb/s UL-285 kb/s Ping-263 ms
8/10/2007 10:53 PM GMT 86.27.175.227 DL-395 kb/s UL-252 kb/s Ping-261 ms

Timing out:
No evidence but basically, continuous timing out and unusable.

over 8 years ago

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ADRIAN YALE

Had VM for only two weeks as it quickly became clear that despite all their claims they would be unable to supply a complete package of broadband and phone service and after many calls i was advised to cancel. In the meantime i was charged approx £40 this was for two months service. I knew that because of where i live that the fastest speed i could expect was around 1 MB in fact when testing the speed of my connection the highest was 0.808MB and the lowest was 0.040MB, previously to VM and NTL combining i had a steady speed of 1.1 MB at any time of day. Since VM took over i have also experienced the line dropping out daily, sometimes requiring me to re boot the Modem/router to get it to find the line again, something that was never neccessary with the old NTL
On cancelling ,i was refused a MAC code, even though a customer service guy admitted that this was in fact illegal and i was offered a five day cease and desist which actually took about Eight days. I have now signed up with Orange home broadband max. So far so good and they are keeping to their time scales and my speed is now steady at 1.1 MB again, there was a couple of drop outs but they emailed me and advised this would happen as they made a series of tests to establish the fastest speed my line would sustain. On reflection a much more proffesional set up than Virgin Media
As a last point i was promised a refund of the second month i was billed for, nothing so far and reading the other comments i won't hold my breath.
Adie

over 8 years ago

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Phil Stockill

This is a copy of the letter I sent to Virgin Media Twice only to be told I would have to send it a 3rd time to the Preston Farm Address, They also told them it was their policy 'NOT' to send cheques as refunds for bank charges incurred. I told them it was Virgin Medias fault that they had changed my DD date and they had not informed me, Her reply was it does state on your bill the date that your DD is due. I explained to her that that doesnt give you the right to change a DD without customer consent.!!

09 December 2007

Virgin Media
P.O. Box 333
Matrix Court
Swansea
SA7 9BB

REF: Account 823342501

Dear Sir, Madam

I write this letter a second time in the hope that this error may be cleared up as soon as possible.
On the 28th of November, A Direct Debit of £33.39 was due to be debited from my account this was for the bill of November, On the 26th of November I checked my account online and noted that there was a charge on there of an unpaid direct debit. On Investigation, I discovered that your company had in fact attempted to take this direct debit 2 days earlier when there was insufficient funds in my account, thus incurring a charge of £39.00 (see affixed Letter) Upon phoning your customer service department I was met with terrible service by someone who did not understand what I was saying or what I was talking about.
So Far this year Virgin Media has Overcharged me for Phone Calls and Failed to Bill me correctly on no less than 3 Occasions!!! To Say I am annoyed with Virgin Media is an Understatement. This Recent Problem has led me to seek Legal Advice, They Have instructed me to inform you that due to you not informing me of an apparent Billing Cycle Change, (A change which you claim you informed me of but did not ask my authority!) You are therefore liable for that said charge! I ask if you could please deposit the Fee I was Charged into my bank Account Forthwith. I also note that when speaking again to Customer Services the Direct Debit you were taking out was also incorrect, The correct bill amount being £25.44, I shall pay this bill upon receipt of the Charge being placed back into my account. As a long term customer I expect to be treated fairly and with dignity and respect not treated the way I have been this past 12 months!! I hope that this Letter finds you before the 17th of December and the monies can be deposited into my account (the same account as my direct debit) before this date.
I urge you strongly to take this matter in hand with the utmost urgency, failure to do so with result in me taking further action with Trading Standards, I will also be sending a letter to the Ombudsman.

Sincerely,

P.Stockill

Any Help with this would be appreciated!!

over 8 years ago

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Phil Stockill

further to the above statement, I recieved a phone call from someone called maria demanding payment for £75 I havent even recieved this months bill yet!! Oh and a final demand letter has just been posted through my door!! This gets better and better!! VIRGIN MEDIA ARE NOTHING BUT A CON!!!!

over 8 years ago

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Jenny

This is the letter including my story that I sent off to Virgin today:

Dear Sir or Madam,

I am writing you to advise you of my cancellation of my direct debit as from November. My reasons are as follows:-
I have received my first bill from you on the 17th, October over XXX (see copy). As I have an international deal with you I rang up to claim that my calls to Germany landlines were charged as to a mobile phone. After I was told that those numbers were mobile numbers I insisted to speak to someone else in your customer service team…I was then transferred 3 more times within the customer service department, once to the billing department and finally to your faults department. While waiting in the billing department the advisor told me that I have a credit of £25.00 for “I don’t know what for but that is what it says on here” and I will only be billed for XXX although this amount was nowhere shown on my bill. Checking my bank statements afterwards confirmed that you have only taken XXX (see copy of statement attached) out of my account which I still don’t know why but I was obviously pleased… Anyway, I finally ended up in your fault department in which the very friendly gentleman told me that it was a terrible mistake on your side and you have had these problems with other customers calling Germany too. He promised me that you are already aware of the problem and have even resolved it so he would raise a credit for the discrepancy and everything is going to be fine from now on. So I ended my conversation after speaking to 5 rather confused advisors and 1.43 tiring hours…
Anyway…the second bill came on the 14th, November and I was astonished to see the requested amount of XXX. I rang your customer service team up again…in the following 2.18hrs I was transferred 11 times (twice within CS, then to BD, back to CS, back to BD, twice more within BD, back to CS, to the FD, back to CS and finally to BD again). Within those transfers I have been told that you invoiced me for my first bill as I haven’t paid it. As I mentioned before you advised me in my first call to you of an amount over XXX which has been taken out of my account on the 31/10/07 (see copy of statement attached). You also AGAIN charged me for my landline calls as if I had rung mobile phones….Unfortunately this time I didn’t end up with an advisor who at least made the effort to tell me a believable story although it turned out to be absolutely non-sense as you can see from my second bill. None of the 11 advisors I spoke to was responsible for what happened and every department was convinced the other department has to deal with it. As I obviously lost my patience in the end I asked for the manager and the name of the last advisor I spoke to who was in the billing department and the answer was: “ I am not going to tell you my name and my manager will only tell you the same I just told you.” On that note…he put the phone down on me…
I am willing to pay the amount of money I owe you without any hesitation but only if it is the correct amount and I will certainly not make one more phone call to you. I am very much hoping that you are going to sort my account out now and that I will hear from you very soon. As I said in the beginning of this letter any direct debits to Virgin Media have been cancelled until the situation has been cleared.

I am looking forward to hearing from you.

Yours truly,

Jenny .....

Is there hope???

over 8 years ago

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Lucy Smith

Hey does anyone have any telephone number for Virgin's complaints department?

I have not yet recieved any correpondance regarding my complaint, i just want to speak to whoever is supposed to be dealing with my complaint.

I have not even received an acknowledgment letter, I thought was compulsory procedure when dealing with a complaint.

-------------------------------------------------------------------------------------------

....This is my letter, read the bit about the £5 goodwill gesture what a joke! I'm owed at least £1000!

Virgin Media
PO Box 219
Newport
NP10 8UG

Dear Sir or Madam,

On the 9th December my daughter was having problems using the internet. She found it was running very slow and she was not able to watch videos online.

She asked if I could call someone as the internet speed was only running at a speed of 10mb when we pay for a 20mb connection.

Unfortunately I am not very technically minded so I passed the phone to my daughter who proceeded with the telephone conversation. She advised the operator of the problem, the operator asked her to confirm if we were still using the old Terayon modem which I believe is the first modem NTL offered with their broadband. My daughter informed the operator she had enquired in the past if she would be able to upgrade this modem but was told if it was in full working order it wouldn’t be possible.

The operator advised my daughter the reason the internet was running so slow was because that make of modem only supports up to between a 6-8mb connection. The operator proceeded to offer a new modem to be sent out and also a refund of the cost of the call.

I have not been on a connection lower than 6-8mb in a very long time, I could find out exactly how long but that would require me to dig through a lot of old bills and I’m sure you have that information at hand so I will leave that to you.

My daughter asked the operator why we were not informed the modem did not support this higher connection speed and requested a refund of the additional costs we had incurred over the past few years; the operator tried to offer her £5 as a goodwill gesture and didn’t seem to grasp what she was trying to say.

She explained the problem to me, although I do not understand the technical side of it I understood what she was trying to say and attempted to explain it to the operator once again, who repeated this unsatisfactory offer of a £5 rebate.

Therefore I writing to you to request a full refund on the ‘un-used’ portion of the internet connection for how ever long we have been over the top speed of that particular brand of modem.

We were not informed that it would not be supported; any attempt to upgrade in the past went un-noticed and I am extremely unhappy with the service which I received over the telephone yesterday evening.

Please get back to me as soon as possible with a full and satisfactory response to this complaint, if you need to contact me for any further information or to update me on the progress, I will be available on my home number anytime.

Yours faithfully,

Mr F K L Smith

over 8 years ago

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don

I did have some problems with some rubish wiering out side my house. After several phone calls and head aches it was finaly fixed. Lets face it they did do there best

over 8 years ago

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D Davidson

I have just left Virgin after a history of incorrect bills - the overcharges were anything from £8 to £67. I used to dread opening the envelope each month. It was so time-consuming and stressful explaining to accounts where the problems were and to have a refund one month and an overcharge the next. Once they added the refund to the bill instead of deducting it. They finally told me they were not allowing me discount any longer as my contract had expired? I stopped my direct debit and wrote and asked them to send my final bill which I would pay by cheque. Instead I got another advice note - incorrect yet again. There is lots more - too boring and mind numbing to list! suffice it to say I intend making a complaint to Virgin as I think their practices are downright dishonest.

over 8 years ago

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miss s mcmillan

yet again the internet crashed as i was writing this comment.All weekend my internet has been down, not to mention its not been working since tues the 4th march, oh & also, the day i got it installed, it was that much of a rush job that the wires werent connected inside the box--so with it being a friday, i had no INTERNET, PHONE or TV till someone came on the 'TUES' to fix it. Called the helpline on friday at my expense, as it cost 10p to connect & 25p a min therafter-to listen to someone that doesnt speak english--telling you to do 'this do 'that & an hour later your internet still isnt working & your phone bill is 'sky high' oh which they say they will refund if the fault lies with them. Im still waiting on their return call to me & iv been waiting now for 72hrs--not very long. So im of to the bank today to CANCEL my DD--NO internet--NO PAYMENT, as why should i pay for what im not getting. I think i should take virgin to court as they are taking money from me & others for a service they cant deliver-- now thats FRAUD

over 8 years ago

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pat

i would never deal with virgin again. January this year a received a letter from moorcroft's debt agency, asking for payment of £56.67, which I was suppose to owe to virgin media for my broadband. I cancelled my contract with virgin on 27/8/2007, and cancelled my direct debits to them. Apparently virgin passed this debt to moorcroft's for them to collect payment. I rang moorcroft's to complain I didn't owe this money to virgin but was met with a load of abuse and i was informed that balliffs would be coming to my home to take belongings to the value of the debt. I rang virgin who informed me I owed them nothing. I told virgin I wanted a letter of apology from them and also from moorcroft's for the way I was treated by them, I also wanted interest on the £56.67 which I had to pay to moorcrofts, otherwise with moorcrofts fee's on top of the amount owing it would become £342.00. I have been ringing virgin from the 18/2/08 to this present day, and still nothing has been done. I have given them 7day's to get this situation sorted otherwise I will take legal action against them. I feel virgin are hoping I will go away, if they ignore me, but their in for a shock. Anyone who wants to complain to virgin should use their free phone number, and not the 0845 number, you will be wasting your money. The freephone number is 08000529722.

over 8 years ago

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mo

AT 2pm today I paid my bill total £47.39 to be told Sorry Ive made a mistake as I was talking to some one, she had accidentally taken£193.33 Im so sorry she said I asked her to rectify this and was told she didn,t know how to. I asked to be put through to a manager, 10 minutes later she could,nt find someone to speak to me, but had been told to tell me that it had been recordered and I would be reembursed immediatly or at least as soon as a manager could authorise it.Two hours later no money in the bank rang back another numpty with a kiss ass attitude, yes its all sorted Ive spoke to the manager and its being dealt with as we speak, keep checking your online account.Another 3 hours later quess what no money returned so im on the phone again on hold again so i snapped I refused to be fobbed off until i spoke to a manager on comes ryan scott shift manager I can have my money in 5 days were very sorry he says. It took one unattentive twit 30 seconds to remove my money not theirs but I cant have it back for 5 working days of course its a bank holiday so Im not going to actually get it for 9 days surely there is something I can do ,if a payment is late they charge £10 pounds I have been offered a months free internet How lucky I am

REALLY PISST OFF SPOILED EASTER CUSTOMER

over 8 years ago

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Ian Tudor

Oh crap wish I had read all these complaints. I cancelled my Virgin dial up account over 2 years ago (moved to Tiscali broadband) and now I have Virgin Media Debt department chasing me for 2 years worth of payments as they have no record of my cancelling and have now decided to chase for payments.

Why they didn't see fit to contact me earlier. For god sake if I was expecting regular payments off of someone and didn't receive them for a couple of months I would at least write them a letter - but 26 months of missed payments - are they having a laugh ? They can see there has been no activity on my account but apparently that doesn't prove I cancelled it. Rather than put it down to their mistake apparently I have to prove I cancelled it. What a flipping joke - looks like I will get marked down with a bad credit history for doing absolutely nothing.

Just great service - well done !

over 8 years ago

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Barry

Telephoned customer 'services' today to say that video and audio signals on at least 3 tv channels continually "freeze" VERY momentarily. This is for less than a second, but it IS noticeable enough to be distracting and, since it happens maybe every 10 seconds or so, it's often enough to be a real nuisance. The woman I spoke to would say things like "So you lose the audio signal for all channels?" or "Does it happen on all channels?" "Which channel is affected?" (I told her the worst ones, but pointed out that this was not an exhaustive list). There would be longer and longer pauses. Eventually the line went dead. I suspect she ran out of questions on her 'flowsheet'.

If your Internet service goes "belly-up", one of the 'options' they suggest is to VISIT THE VIRGINMEDIA WEB SITE!! Says it all, really. Let's hope one of Branson's jets falls out of the sky with him on it.

over 8 years ago

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Jeremy

I had loads of problems with Virgin Media from the time it took over NTL. At first I tried contacting them at Swansea but this was a hopeless waste of time as they always replied that they were very busy and would get back to me which of course they never did.

Eventually I downloaded a form from CISAS - I filled in all the details of the problems I had encountered (with back up information) - CISAS were incredibly helpful and within 4 weeks I had received the money back from Virgin for the overcharge.

We then negotiated a compensation payment - this is a payment for stress : inconvenience & overall hassle (not for costs incurred for recording deliveries: time etc) - a payment was agreed thru an arbitrator and Virgin paid up within 3 weeks. There was no cost to myself & everything was handled iby CISAS in a very professional manner.

I recommend not to waste your time trying to deal with VM directly - use CISAS.

As a follow up story - I discontinued with VM & asked what to do with the box - a member of Virgin staff told me to throw it away. 9 weeks later got a call from a company which works for VM telling me they wanted to collect the box - if I have not got it there may be a charge of up to £250.00 ! Watch this space.......

over 8 years ago

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BVG

I have been with Virgin since they started as Virgin Net in the old days of paying for dial-up. I have never defaulted on a bill payment. Recently I started experiencing download speeds of around 40 - 50 kbps. I contacted customer services who knew nothing, and their technical support took over a week of conflicting tests and pidgin-English excuses only to discover that they had capped my speed to this because I was in the top 5% of users that week. I had absolutely no idea about this and it was mainly due to downloading a video that I had commissioned for the parents of a young child who had tragically died. They emailed me that they had a fair usage policy but on investigation of their Ts&Cs I see that they state they will email you before imposing any caps.

I am appalled at the complete lack of coherent customer service, lack of technical knowledge and support and that they don't even seem to have any procedures set out to deal sensibly with high users.

I am leaving Virgin after all these years and would not stay if they gave me free internet for the next ten years. I might sue them for breach of contract just for a laugh and to get it in the press as they haven't even had the decency of any replies to my customer service emails.

A total failure in all aspects.

A note to Neil Berkett: As one CEO to another, you need to sort your customers out. Just look at the vitriol in the postings above. Think - if I am incensed to leave after all these years, others with less loyalty will be bolting. You have damaged the Virgin brand itself - something you know that money alone can't repair. Very very disappointed.

about 8 years ago

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Big Jim

I to was a very unhappy customer of NTL and i changed to SKY. I have not had one single proplem and they are so much cheaper I dont know why i didnt change before.
If you want to sort out any problems go in persion to the Virgin (NTL) head office.
Communications House
Bartley Wood Business Park
Bartley Way
Hook
RG27 9UP

This is NTLs actuall head office. I know many people that have worked for them at this address and it is not unusual to have people turn up and dump there NTL box in reception and demand to see somone to resolve issues. This address used to be where there customer services was many years ago before they relocated to India.

about 8 years ago

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Jennifer

This is the letter I've just sent to the "Customer Loyalty Manager"

Dear Sir or Madam:
I wish to make a formal complaint about Virgin Media services and my treatment by Virgin Media. I have had shockingly bad service from your company and in return have had nothing but false promises.

I signed up to Virgin Media in September 2007 with your 3 for £30 service and throughout my time with your company have had nothing but problems. When I first signed my contract with you the representative that came out told me that throughout the country the 2mb broadband service would be upgraded to 4mb within the first few months of signing our contract, which turned out to be lies.
The first major issue I have had with you is that I had no phone connection throughout November and December and the beginning of January which I complained about seven times at my own expense. Three times you sent teams of workmen out who checked the line and said that it wasn’t their job to fix it, despite the original person who came out realising straight away that the outdoor cables had came out of the ground. I should also add that the job done fixing the cables was poor and they are now again sticking out of the ground. Due to this being their own fault I was given the three for £31 offer that was available giving me an XL television package and I was also offered half price broadband service for 6 months plus an additional 6 months which would be marked on their system should I phone and renew it, as an incentive to make me stay with the company, which I thankfully accepted.

The next set of problems was throughout April which was with my broadband service which stopped working for about 20 minutes every hour. Again I complained to your customer service line on the 22nd of April, who checked the line and could not see any faults. While I was resolving this with them I was told that there was an offer on the broadband at the moment which meant that I could upgrade from 2mb to 4mb for an additional £1 to my bill. I told them about the previous arrangement with having the internet service half price and I was told that this would not be an issue and would still be an additional £1. I spoke with my partner about this and we agreed to upgrade. I phoned back to arrange this and spoke to someone different from the original person I spoke to, who also knew about the offer and set it up for me.

My most recent problems are with my V+ box which has been reformatted twice now because it was not recording anymore. In addition to this for the most recent reformat I was told that I would be given notice via a phone call before it was reformatted, which I was not and so lost all of the shows that had recorded and was trying to watch before they were deleted. I have not complained about this to your customer service line because I am sick of apologies and I don’t want to be lied to again.

My reason for writing this complaint to you is because I have just received my latest bill and found that all the promises made by your staff were false. I am actually being charged a total of £44 combined for my package from you when taking in to account everything that has been offered to me I should be paying £32. I phoned your customer service line today where I spoke to one of your staff named Lizzie. Lizzie was very helpful at discussing with me what the best possible deal was at this time which was the package that I have now but downgrading the internet to 2mb for £38. What she chose to ignore was the fact that I had been lied to by your staff from the very beginning and was more interested in getting me to join with you on a new contract which would keep me with you for a further 12 months than resolving what had happened to me. She also informed me that each time I had made a change to my service I had taken out a new contract and told me that it had been sent out to me for me to sign, which I might add it hadn’t and was never told before by any of your staff would happen. I find it very convenient for you that on your system there are records of me entering new contracts without my consent but there is nothing about the offers that were made to me. If it is infact true that it is your policy to enter a new contract vocally than is it not part of that agreement that what is said back to me should be also honoured.

What I want to happen now is for you to investigate this matter and I wish to have what was promised because I absolutely refuse to enter a new 12 month contract. If I have to I will leave your services because lying about what I am agreeing to in my contract voids it. I have already looked into what Sky can offer me and not only are they offering a better deal for my money they are 100 times more reliable than your service.

What a joke - all this over 10 months. Just waiting for a reply now.

about 8 years ago

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Jim

I want to dump virgin media but I don't know the best way to go about it (SAFELY) After reading the comments on this site.
And the trouble some people have had with been charged after they end their contract with them. I have had lots or problems with there service and no joy with phoning them.
I just put down the phone before I knock my self out banging it against my head or smashing it on the desk and thats just waiting for them to put me through the so called right department witch I never seem to get.
I know exactly what to expect so I'm half afraid to end my contract .
Whats the best way to go about it so that I have proof of what was said at the time and during the ongoing procedure.
ANY SUGGESTIONS WELCOME

almost 8 years ago

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Sian Jones

I've been a cusomter with ntl/virgin media for years now. I moved house and when i called up to change my internet from my old house to my new house i was offered with 2 for £20 deal. The opperator then said for an extra £2.50 a month I could have the XL tv package instead of L tv. I spent months and months calling them over and over again because they kept charging me more money.

Everytime I'd ring up and some incompetant associate would give me money off my next bill and promise me the next one would be £22.50.

Finally after MONTHS of ringing and ringing I finally spoke to a manager who said she would put a permenant discount on my bill bringing it to £20.00 as a gesture of goodwill because I'd been messed around so much.

It was fine for a few months until recently when they sent me a bill for 31.45 and then 27.50. I called up and was told both times it would be sorted. I was having none of it and put in a formal complaint about them.

I had a call the following day from the a very rude man who told me that the discount that was on my account had been removed because it was an assocaite discount and I was not an associate. I explained why the discount had been put on and it had probably been put on under the wrong code. He refused to put the discount back on. After 45 mins of trying to get him to explain why he could suddenly charge me for this after they'd done to me I asked to speak to manager.

The manager who came of the phone immediatly jumped down my throat. I said what I'd been told when i took out the contract and he said... that is untrue my associates do not lie. I asked him if he was calling me a liar and he said no but his assocaites did not lie. I'm sorry but that is just sugar coating the fact that he's accusing me of lying. He also told me I was taking bollocks.

They said from that point on no matter how much I complained I would be paying £36 a month and if I didnt like it I could get disconnected.

So now I contacted head office. I am NOT taking this lying down. Virgin Media have lost ANY respect I had for them and I will be telling people to avoid them by a million miles.....

.... now where is that SKY leaflet that came through my door this morning.

almost 8 years ago

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jane

my next door neigbour had virgin media TV installed..she lives in a detached house with her own front and rear garden...

the fitters climbed on my roof without permission...damaged the roof...didnt use shoe or roof protectors
blocked my down pipe with brick dust and rubble and then left her cable dangling in and all along my gutter

virgin media just said to me:
Dear ....

Thank you for your email received 5 August 2008 with regards to damage that had been caused to your property during the installation of your neighbour. I would have liked to talk to you but have been unable to reach you.

I am sorry that you have had to contact Virgin Media and for the inconvenience that this has caused. I have been advised today that this has all been resolved and that the cables have been removed from your property. I believe that you were advised as to why we crossed your property to do this work for your neighbour and that the area manager has attended and addressed all of the above issues.

I trust that there are no further issues that you require Virgin media to investigate, however if this issue has not been resolved please do not hesitate to contact me either via email, telephone or letter and I will be happy to assist.

Clare Aitkenhead (Clare.Aitkenhead@virginmedia.co.uk)
Customer Concern Lead Associate
Concord Business Park, Wythenshawe, M22 0BA
0845 045 1064

she has ignored all my replies since...

i wonder why she thinks its ok for virgin media to cross my property climb on my roof and cause damage

does anyone know the tel number or email address for the virgin ombudsman..cause there customer service just keeps closing down my complaints log!!

another virgin complaints dept has told me thay have emailed her three times...and have promised me someone would email and call me.... no one ever does....

im disgusted with such poor shabby employee's

almost 8 years ago

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Ellen

I was an employee of NTL, then NTL:Telewest. After a period of uncertainty when Virgin were taking over the company and we were unsure if our jobs would be safe we were finally given the good news that 'Yes, you're future with the company is secure and you have all these wonderful things to look forward to'. 30 days later, and following a massive Virgin Medial launch campaign we were given notice of our redundancy! So much for the Virgin ethos of happy employees leads to happy customers!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

almost 8 years ago

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Avoid Virgin Media

My experience of Virgin Media Customer Service has been terrible. It took us 2 months to get the services installed in our property after being told it could take up to 2 weeks. Then to add insult to injury we have just been overcharged. A true disgrace. These are just a few of a very long list of problems.

If anybody wants to contact me, you can do so at:

admin (at) avoid virgin media .co.uk

^^^Replace (at) with @ and remove spaces.

over 7 years ago

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MTaylor

*** WARNING ***

VM Lie, they provide a broadband service that is comparable to the "Grandmother Of All Broadband" The service never lives up to its name, the TV service continously locks up, freezes and provides blocky pictures. You speak to a call centre in India that doesn't seem to log your fault calls.

I cancelled the service back in March when they signed upto PHORM which they are now trying to deny. Now they are demanding over £250 from me saying they never received my cancellation.

VM is a fraud!

I'm back wikth Sky, at least you know where you stand and the broadband goes through a much more reliable BT network

over 7 years ago

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Ken

When are Indian call centre staff going to be trained to think for themselves and not read from a script? It's funny to watch on Fonejacker, but not in real life. They assume that the problem is always with your equipment. I have had problems making  calls to a particular country, and to make matters worse, I was being charged, even though I wasn't being connected. It had nothing whatsoever to do with my handset or my modem, but the representative I spoke to just kept to the script instead of showing some initiative, before we got cut off. Or did she hang up? 

over 7 years ago

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Dale

I signed up with VM because it was either that or pay BT over £100 to get a phone line put in. Since the place already had a VM box, I thought what the hell... They made it live on 6th Feb.

Since I've had a so-called 20meg connetion, it has been slow to the point of being not much more than a dial up, 3 outages in less than a week lasting over 24 hours in total and rude, even insulting conversations from their "tech support". As a PC engineer, I don't need someone to tell me step by step how to do something but even after telling them, they still insist on treating me like a 4 year old with step by step instructions. I get the impression they have to do it themselves because they don't really know what they are doing so they follow a cue sheet.

I eventually found out that I only have a 3gb limit for downloading between 4pm and 10pm that's ridiculous on a connetion that potentially allows 42gb in that time. Even browsing youtube for 6 hours would go well over that limit. For this reason alone, I want to report them for an unfair FUP that tricks users into consistently going over the limit so they can be speed capped. This is supposed to be an unlimited account so why are there ridiculously small limits?

VM is a joke and I won't be staying with them. I have had far better service from BT and that's saying something since I hate BT with a passion.

over 7 years ago

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russ

i personally have never had any problems with virgin, just thought i'd add tht to this page of whining, i have V+ and the 20mg bb and have never had any issues with technically dificulies or slow speeds, people need to remember that your download speed also depends on where it is your downloading from, internet page loading times can be slowed by dated or slow running pc's people just asume its their connection. also as a company that offers unlimted downloads they still have to apply a fair use policy so customers taking advantage of this will get traffic managed to slower speeds temporarily. 

i will agree with the offshore call centre comments as they are rubbish, but they do have uk ones and if you have your phone with them its free to call so if you get through to india just hand up and redial, normally get a uk one within about 3-4 trys if your calling within uk times 8am - 8pm.

about 7 years ago

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Eric Williams

Dear Sir or Madam.

My problem is approximately 12 months we moved our Phone. &   TV to Virgin Cable. Birmingham. And have had more than a reasonable amount of breakdowns with the TV & Phone. The broadband has been very good, which I had before & have had only 4 or 5 short stoppages.

I have phoned a number of times about the phone cackeling.

And many times it has gone off for 10 to 15 minutes I have not phoned.

 ,

I have had crackling on the Phone on and off for most the time, and when I do ring, and I get through all they say is their are no faults on there system.

 The Phone goes off from time to time, or it carckles so bad you connot hear the person you are talking to. I don’t always let them know. The main reason is that it can take 35 to 40 minutes to get through and I very seldom get to speak to someone who seems interested in my problem. It is like talking to robots with different programming.

Three ago weeks the phone went off, I used a friends phone to call them and they said it would Wednesday before they could get an engineer to call. I explained that there was no need to call at the house as I was a retied engineer and that the fault was not in my house. I then waited 5 days for the engineer to call who said there was no fault in the house he then went of to the box down the road and found a short and fixed it in 5 minutes.

The amount of times I have seen the cable boxes open and the rain poring in and the poor state of the wiring,  I phoned and reported this on two occasions, one was closed the next day, the other was still open three days later.

 Dry joints. Open Circuit’s. And Short's I would thinks are the cause of most of the faults; it is a wonder the system works at all in some area's.

Last week the TV was down for 15 hrs at one time, came back on and went off several times the next day. The Broadband went down for a short time and the Phone has been on and off since.

I have been with Birmingham Cable three times since 1988 when they first started in Birmingham. And have left because of this sort of problem. I was with three different suppliers and my broadband was with Virgin media when they sent me a letter stating that I could no longer have broadband on its own and that to stay with them I had to have TV or a Phone with them as well to keep the broadband.

I explained that their Phone and TV service was too unreliable as I had been with them before and had experience of there service. The chap explained that now Virgin Media had taken over Birmingham Cable the problems had been sorted and the service was a lot better.

 Been on a pension and finding it difficult to make ends meet I agreed to take on the TV and the Phone and keep the broadband as I would be saving about £20.00 a month.

I now think enough is enough.

Having had several hart attacks so I need the phone to be reliable, I called Virgin Media and asked what the process was to cancel my package and was told that I had to give them 30 days notice. That is fine, but then I was told that I would have to pay £130.00.for the rest of the term.

I ended the call saying I would get some advice.

A few minutes after I finished the call  my broadband went down for a few minutes and in less than 10 minutes I  had two separate phone calls from the Police asking me what the emergence was as they had had two 999 calls from my Phone.  

I would say that about 20% of the phone calls made I have to put the phone down and call again because I could not hear through all the crackling the rest are all right or not to bad.

My question is: why should I have to pay £130.00 for a product or a service that is not fit for the purpose?

Many Thanks.

Eric Williams.

over 6 years ago

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donna

virgin media fucking robbing ignorant thick bastards wish i had never left sky!!!

almost 6 years ago

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donna

virgin media fucking robbing ignorant thick bastards wish i had never left sky!!!

almost 6 years ago

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