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Virgin Media mess that keeps on giving

spookwoman

This is a long one but shows the mess that has never been cleared up or checked when trying to resolve problems.

We moved house in November so we called Virgin on the 23/10/2023 and wanted to transfer the service to the new address.
First call, would be new account and got cut off half way through call. Called back and was told wrong setup and it would be just transfered over and engineer would be with us on the 08/11/2023. We get a text just after getting off the phone to say there was a delay in setting up the account and it would take 24hours.
24/10/2023 After 24hours nothing so had to call them and they now said it was the wrong product and it would have to be full fiber which ment we had to go through the whole process of setting up again. Wanted same setup, TV, Broadband and landline and was was quoted €69.99 for 2 years. Engineer would be out on the 8/11/2023.
We get the confirmation texts and on the 07/11/2023 we get a text to say engineer would be out between 08:00 and 11:59. I'm moving house at this stage and with elderly parents I'm doing pretty much everything. I have to wait at the new address waiting while my parents are boxing stuff at the old address.

08/11/2023 No Engineer, so I call Virgin. They say the engineer will be out at before 16:00. 16:00 passes with no sign of engineer and I have to call again. Engineer would call us before 17:30. I've wasted a day and the new place has no food and Timmi in Virgin tells my father to get me a takeway while waiting and someone would call back. No one called and we had to chase up Virgin again who now can't guarantee an engineer in the morning. I get onto Twitter and @ 19:43 Monica says she will get back in the morning.
3 call backs promised and non happened.

09/11/2023 I'm on the phone and onto twitter trying to get a time and 10:45 I finally get a confirmation for someone out that day. I'm back at the old address packing and moving and my parents are at the new when the engineer calls and he's the wrong one. They need a full fiber engineer who only comes to Waterford on a Friday. So were are back onto Virgin to complain and speak to a manager. Killian says he will take charge and get back to me that evening or the following morning with a date.
Killian never returned the call

10/11/2023 I'm into the Virgin via phone and twitter over the incompetence. After a while I get a date on 17/11/2023 @ 12:38 from Chelsea while on the phone they are saying the 27/11/2023. I ask again to speak with manager and they say they will send an email but it takes 24 to 48 hours to respond. 17/11/2023 is confirmed.
No manager gets back

17/11/2023 Engineer arrives and has issues getting the line enabled. He says office will enable it, it would take about an hour, nothing he can do and leaves. Well over an hour passes and nothing. I'm back onto Virgin via phone and twitter. I speak with Agus and I refuse to get off the phone till system activated. Broadband gets activated but TV says to contact support. Landline also not working. Agus tells me she has to take other calls and hangs up. She does call me back and TV is sorted. Landline will take 24 to 48 hours.
20/11/2023. Still no landline and when I call them I am told it's not part of the package and it's another €3 a month. We told them on the 23/10/2023 and the 24/10/2023 landline was needed.

22/11/2023 Get contract in email. Wrong contract, wrong broadband speed and price for broadband on its own is €80
23/11/2023 Called sales and Amy tells me the account is a mess. Finds original contract with phone etc. Looks like whoever put the phone in on the Friday deleted the discounts. Someone to call back between 13:00 and 13:30 with update.
No Callback. 19:23 on twitter the matter has been escalated.

24/11/2023 No update.No call backs. I find email for CEO and send of everything gone wrong.
05/12/2023 Phone was still out and I had to chase up refund.
Day or so after resolved

Roll on 2025
28/02/2025 Broadband is playing up and I call Virgin. They are to send out new modem. I remind them I have the black full fiber modem and also remind them of the mess they made in 2023 knowing what broadband we had etc. I get text from DPD to say 03/03/2025 when it will be delivered.
03/03/2025 17:28 No Modem. I call DPD and they tell me there is an issue with the label and it will be with us the next day.
04/03/2025 No modem. I call DPD again there is an issue with the label. No house number or Eircode on label. I have to go down and collect package. Wrong modem, its the old white modem. Back onto Virgin and they say an engineer needs to be sent out. I remind them again it's full fiber so a full fiber engineer is needed.
07/03/2025 Friday. Engineer late and they send the wrong one again! Engineer calls supervisor who shouts down the phone at the engineer and every f*ck etc can be heard even by my half deaf mother. Fiber engineer in area and swops out modem. All working and we go shopping. Come back and TV is now not working. Back onto Virgin and they say backoffice need to look at account. When engineer updated account TV got stuck. Backoffice will be back on Monday.
10/03/2025 Called Virgin and they don't know when it will be sorted, will take more than a day.
12/03/2025 Called Virgin for update. Conor sends email to tech guys for update. Cases now missing from our account. Conor to call back.
Never called back

13/03/2025 09:43 Helen in twitter says matter escalated. 19:37 No callback, but tv anywhere is working but not the pod. It will be tomorrow before update.
14/03/2025 Anastasia promised it would be back for weekend. I ask for email to confirm and she says calls are recorded. Never got email.
15/03/2025 Anywhere and pod saying we are not subscribed
17/03/2025 I tell Virgin I am contacting ComReg
18/03/2025 CCPC contacted and call Virgin. Amanda a project manager is now taking over and says system needs rebuilding.
19/03/2025 Amanda calls. Data purged confirms package and €140 refund. TV is working
24/03/2025 I find out the phone number has been changed and have to call virgin.
11/04/2025 Bill is for €167.46. Some items are for 2 months and there is an overlap of billing dates from last bill. Discounts are missing and the €140 credit is wiped clear and there is €27.47 outstanding. I call Virgin and I am promised the outstanding money would not be removed and the billing issue would be sorted.
22/04/2025 €27.47 is removed from bank account and the €140 credit still not back in or even €70 if the correct amount of €69.99 billed. I log into account and all cases are missing. CCPC emailed and Virgin tweeted at. Cases partially back with corrupt account numbers and says there is an issue.

23/04/2025 To be updated when I get into Virgin

I don't know if anyone else has this amount of issues with them and what else can be done. I don't know if comreg deal with billing but this is taking the p*ss.

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Exiled Rebel

Truly awful but why have you stayed with them?

Inviere

Fair play for keeping a record of all of that, what a complete **** show, and a real advertisement of incompetence there. I'd be well after leaving them by now

Flinty997

"... it was established by ComReg that since June 2014 over 264,703 Virgin Media customers were charged for services beyond their cancellation date, known as post cancellation charge...."

You're not alone.

I'm not entirely sure what comreg is intended to do. But the service providers in Ireland seem to be very poor.

I'm not entirely sure you'd get less grief by switching either.

spookwoman

we are still in contract hence why still with them. comreg asking for complaint number, looks like thats missing from virgin. had to hang up, wouldnt put me through to supervisor and just kept saying not over charged and money would be refunded in next bill. Also said no record of someone saying that money would not be taken out of bank and it would be sorted before due date. was also supposed to get call…..

Case was closed but looks like not resolved. I logged formal complaints over the phone but no one told me till now they cannot log formals complaints on phone that it has to be done on website. They have lied to me each time now when they have given me a "complaint number"

Flinty997

You're at the point where I'd put up a website document it all and get on to Joe Duffy.

Become the squeaky wheel that costs them more if they don't resolve it.

extrafluff

https://www.boards.ie/discussion/comment/123382054#Comment_123382054

I'm not sure that with all the mess that they have caused that that contract is worth the paper it was written on. I used to work for Vodafone years ago & if anything like that happened, we would remove the contract/waive termination fees so you'd be free to leave.

I'd suggest that you ask them to do this - and to reimburse you for any loss of service. Although based on your first post, that is also an absolute mess.

Good luck with it, I'm not sure I'd have the patience to go through that.

Rock Steady Edy

Have you formally complained to Virgin, actually saying you want to complain and requesting how you want it resolved? Look up Virgin's own complaints procedure. You may have to put it in writing or be able to do it by phone. Usually I tend to favour writing (email / letter) as it keeps a record of what you've said. Make your account as clear as possible. - this is important as a clear account of what's happened highlights the shoddiness of the customer service received.

Whilst demonstrating a longer history of incompetence, the issue from 2023 was resolved as far as I can see, so what needs resolving is only from 2025.

As soon as you mention the word complaint to them, they know they have to act. All companies have a formal complaints procedure which they have to follow and if they don't it will ultimately strengthen your case. You will be given a complaint case number at the start of the process. If you're not happy with Virgin's resolution, then you escalate it to Comreg.

I complained to Eir a couple of years ago during Covid and Eir didn't even respond. They did quickly resolve the issue once Comreg got involved.

In the longer term, decide whether you really want to stay with Virgin from the next contract renewal date, and start looking around for other available offers.

spookwoman

This is fallout from the mess they made of the account in 2023. It was supposed to be fixed by the back off. I have logged a complaint through their form so now have to wait for a response and if they dont change the record I won't hear anything back.

gsm_42

complaining to comreg is just a waist of time, unfortunetally comreg is as usless as whole virgin media support and technical side. VM is struggling with big company syndrom, for a long time, where they are not trying to improve anythign, they just simply following guidelines and scripts.

spookwoman

https://www.boards.ie/discussion/comment/123391855#Comment_123391855

Got 2 calls friday and one was to not complain to comreg. The discount issue was not resolved, 30 euro credit to account for overcharging. That should have gone back into the bank but they say they can't change the bills. The credit only appeared on the Friday along with another month free. When you someone saying its resolved and then find out it's not plus I had to give then the original order number so they could match it up with what they have now. No much confidence.

[Deleted User]

https://www.boards.ie/discussion/comment/123392071#Comment_123392071

Are they actually asking customers to NOT go to ComReg?

spookwoman

https://www.boards.ie/discussion/comment/123393950#Comment_123393950

I was asked not to.

Updated comreg with "complaint" number and guess what, it's not a complaint number.

Back onto them again and got put through to a manager. Why am I complaining, you have credit on your account. Told them I've been trying to log a formal complaint from March and every time I have been given a "complaint" number it wasn't one at all. They still don't know if account right and will know next billing cycle in May!

Very very wrong telling people they have made a formal complaint and in fact they have just logged it as a call or whatever.

[Deleted User]

https://www.boards.ie/discussion/comment/123400976#Comment_123400976

You'd think that ComReg would be all over Virgin like a rash for this tactic, rather than pushing you back onto them instead.

Raichų

https://www.boards.ie/discussion/comment/123401063#Comment_123401063

unfortunately comreg has to follow procedure or they can themselves be accused of acting unfairly.

Virgin are a fcuking disgrace to be honest. OP, if I were you, I’d be cancelling immediately and going to another provider. €300 will get you of the contract, not that I’d pay it, but they are a disaster.

Had an issue with them previously trying to ascertain an NBI Line ID- for days they insisted it’s just the VM account number (wrong and lies). Took an email from NBI to them to sort it out eventually. Some guy in tech support is the one who gave it over in the end I think he wasn’t trained not to lie.

It’s been in the news they were fined some time ago by Comreg for training agents to offer credit etc to stay with them instead of cancelling. Get away OP- for your own sake.

Chris_101

Terrible company. Made the mistake of switching, but service was so bad cancelled within 14 day cooling off. Now they are sending bills and won't collect router. Thank god I cancelled. Nightmare to deal with.