Words can't possibly describe how bad the customer service of Virgin Media is.

Being a customer of 7 years I have been very very unhappy with Virgin lately when I had to deal with customer service.

MOBILE contract and data:

I have recently finished paying up my phone so decided to get a new one. Not only they have sent it through Yodel who didn't deliver it even though we were home all the time, they sent it back, they canceled the new contract AS WELL AS MY OLD CONTRACT.

I had to call them around 6 times that week and spent 30-40 minutes approximately on the phone with a new staff every time. In the end, they concluded there was a system error and they will call me back in a few days. They never did (3 different members of staff said they'd call me back).

My phone was cut off for about a week. In the end, they gave me some top up but in reality, it meant I still had no minutes to call.

I decided not to go for the new phone but still wanted some sort of contract since they canceled my old one and had no connection with the world. I was exhausted by all this and my boyfriend ended up calling them one last time. I got a new one at the end but they never apologized or investigated or offered a new solution. I wish I could go with another provider but seemed complicated with keeping my number so unfortunately, I had to go with Virgin again.

On the other hand, they started harassing me from BROADBAND side:

Around the same time as the thing with my phone happened, I also realized I suddenly started paying twice as much for broadband. I realized that the first year was a promotion. I do feel it wasn't really clearly stated at the beginning but it is equally my fault not to properly read the terms.

However, we instantly called Virgin and changed to a more convenient deal.

Nevertheless, since then, they haven't stopped harassing me. Every single day they call me, first they ask for 'Mr. Wilson' (wrong name) and then they want to continue asking why I canceled the broadband and try to offer a new deal. Every day, I tell them that a new contract is starting from 17th, I ask them to take me off the list and make it clear that they had called 6 times already.

Words cannot describe how fed up I am with Virgin. Their only plus is the cost of having to deal with organizing new providers which I've no time for. Very reluctantly, I am continuing to pay this company who I would happily rate minus 1000 stars for customer service. Not that the staff would be impolite or rude - they do what they can - but Virgin's system of dealing with customer issues is shockingly bad.

Obviously, if you want to raise a complaint, the only way is to call the generic website numbers again.

Pretty scary that this company might be in charge of looking after our health...

Date of experience: 01 May 2018