Dear Mr. Berkett
It is with great disgust that I am writing to you
Up until recently I was having reasonably priced bills.
However, when I reported the fact that my modem was constantly disconnecting and running at less than half quoted speeds ( it had always done this but I did not know it was at fault), one of your Indian colleagues decided to take it upon himself to remove all my discounts at the same time he ordered the replacement modem, I did not find this out until I had my bill.
This member of staff had no right to make any changes to my package and was in breach of contract.
I then spoke to a virgin representative, Richard Pape who told me that it would be ok and that he would recalculate my bill and send me a new one for not more than £45.50, I decided to pay that amount by telephone so I would not be in trouble, I thought this would be the last of this nonsense?
Like hell it was!
The next bill rolls in £77 odd, how could this be, Richard told me he would sort this! Couldn’t be bothered, could he? the lies just started
I then spoke to Toni Wardle who seemed very sympathetic and helpful, she told me that the person who changed my tariff had no right to do that and she would escalate the matter to her manager, Jamie Pemberton and that I would receive a call the next day, I ensured that she had my numbers, no one ever called, I waited days!
During my conversation, which I have recorded, Toni told me that I was on mates rates, I asked her if I would be paying the same mates rates and if she could guarantee that I would be paying the same amount, she said yes, so registered with virginmedia online to check, nothing was done, what a surprise! No change there!
I then spoke to yet another lying rep, Jeff Warrall who told me that Toni was lying and she should not have told me that she would resume my discount and tariff, I explained the situation but he would not help me, he said that he would credit my account with £3o to account for the late payment charge and the change in price, I checked the virginmedia site, nothing was done, out of desperation I paid the balance minus the £30
During my conversation with Jeff I asked him to review what I had said and read what was my account, he could not tell me as he did not take notes while I was talking and told me that he would do so retrospectively, how ridiculous! This person expected to remember an extensive conversation!
The fact of the matter is that he, like others, did not intend of being helpful and just wanted me to go away with the littlest amount of effort!
I even explained that I was going to escalate matters to the relevant authorities, this wasn’t even taken into consideration, I was left none the wiser and still in the same place.
It is abundantly clear from the thousands of other unhappy customers that virgin media does not care one bit about its clients.
I have quite simply had enough!
Should I not require an adequate resolution from virgin media, I will have no option to bring the matter to the ombudsman in London, trading standards, the ferret, x-ray and watchdog, yes, I know them all, I am also prepared to meet them outside your Swansea branch!!
I also own a large estate car and a lot of printable magnetic plates which I will use to tell my story to everyone who sees it, I travel approximately 35000 miles a year so that’s a lot of negative advertising.
I am respectfully asking you to launch a full investigation and retrain all the members of staff I have spoken to and honor Toni Wardle’s promise of resuming my original tariff and leave me well alone for the foreseeable future.

Disgusted

Pete Thomas

Problem now is that I can leave them because I need my MAC key and they keep saying they will order it for me, then a week later tell me that it has not been ordered.

Anyone know how to leave them before even being set up, and / or how to sue them?

Good luck all.

James

I couldn’t possibly go into the details of every problem I have had since virgin took over from telewest but I have experienced almost everything listed above at some point or another. My personal favourite for comedy value alone was recieving a letter after I complained my phone line wasn’t working. The letter stated that a member of their team had tried to call me regarding my notification of a fault with my telephone line but they were unable to reach me (no sh*t sherlock) so could I contact them on the above number. Several hours stood in a phone box later I eventually got an engineer to sort the problem. They had disconnected my number and given it to someone else. I also had my broadband discionnected not long after when my neighbour got installed, then charged for other peoples phone calls and internet usage. This has since been resolved after many more hours of back and forth phone calls and more than a few grey hairs.

Time and again I have been pushed from pillar to post speaking to incompitent monkeys across the globe, being hung up on, suffering accusations beyond belief and now I can’t help but wonder why I have done this to myself. Never in my life have I been so insulted by anyone or anything and yet these idiots expect me to give them money?! My current problems include internet speed and annonymous call barring. I won’t bore you with details but lets just say I am going to be leaving Virgin and I suggest others do the same. If you are lucky enough to have something fixed it’s just a matter of time before something else goes wrong and the lies, accusations and hours of wasted time talking to idiots who have no idea what you’re saying.

Thanks for allowing me to rant. I feel slightly better having read that I am not alone.