If you are a regular reader of my blog, you will be aware that I am regularly referred to stories of both great and not so great Customer Experiences. As I am a big believer in the use of stories to bring Customer Experience to life, I feel that I am very fortunate to be allowed to share some of these stories with a wide audience.
This week I have been given permission to share a story of the ‘not so great’ variety. Over recent months, I have been increasingly made aware of customer dissatisfaction with Virgin Media. At least a dozen unconnected people have been only too eager to talk to me about their tales of woe with the company. In recent years, Virgin Media have actually been a Customer Experience ‘stalwart’ – I know a number of the team who developed one of the most robust Customer Experience programmes in the UK. Sadly they all departed soon after Virgin Media’s takeover by US based Liberty Global.
Until now, I have not felt compelled to write a blog post about the stories I have heard. This changed when I was directed to a story you will shortly read. The fact that the story is about a doctor is not really the point – this experience is being replicated with customers of all professions. However the story does highlight the frustration, anger and pain that Virgin Media is causing customers on a daily basis. What makes it even more annoying is the fact that the issues experienced in this story and others are all about the execution of the Customer Experience – not the quality of the product. I talk a lot about the move from being product centric to customer centric – if you want to know what being customer centric is all about, this story demonstrates what it is to NOT be customer centric…
Dear Virgin Media,
I am disappointed at your lack of common decency to your customers. I have taken the afternoon off work so that your engineer can unplug my current virgin box and plug in a new one. It is now 18:15 and no-one has turned up. I called customer service at 17:00 and they said they would look into it and call me back in 10 minutes, I haven’t received a call.
I partly blame myself for falling for your pressured upgrade calls but I just wanted you to stop calling as after no less than 10 calls I gave in. The caller who I eventually answered was very nice and offered me a special package as I had been with Virgin for 5 years and was a loyal customer paying over the odds. I hadn’t upgraded as I was happy with how things were. Anyway, I fell for the sale and accepted the ‘special offer’. Straight after ending the call I went online to your website to see that new members could get the same package but would pay £60 less – do you think I am a mug? I think that this is frankly disgusting and misleading behaviour! Anyway, after calling someone back and holding, I managed to get the package reduced to that of a new customer (aren’t I lucky!) and duly booked the time off work for the change of box.
I work hard as a GP seeing people who are sick every day. It is no small thing to take time off work, it costs me money, it costs the NHS money, but I had no option as you only offer 9-1 or 1-5. Anyway, I opted for the latter and missed seeing minimum 18 sick patients this afternoon. As it turns out, I could have seen them because your engineer has not turned up. Not only have I not received a call or an apology, I will most likely have to take more time off work at some point to try again, likely after I have spent money calling you to explain your error. I feel you not only owe me an apology but my patients an apology. I appreciate that things go wrong and people get delayed, but if I have patients who need to be seen, who are booked in, I don’t just clock off and not let them know!
I’m stuck really with what to do now, I like the fast service your broadband service offers but hate the way you treat your customers, it’s a catch-22 which I why I have tried to avoid communicating with you at all over the years and avoided upgrades. Anyway, writing this on Facebook has been cathartic and maybe others reading this and empathising with me make me feel a little better.
Just for info, if I ran a service where I told a customer they could see me at any time either in the morning or the afternoon but there was also a chance I was not going to see them, but I wouldn’t tell them that, then it would be all over the Daily Mail the following morning, just saying!
Every time I read the story I find myself shaking my head – I have never worked for Virgin Media but feel deeply embarrassed for them. There are so many customer journey failures in this story that it is difficult to know where to start summarising them – it is ‘Virgin on the ridiculous!’. Understanding how capable your business is of delivering the customer journey is absolutely imperative – that is if you are aware that you have a customer journey in the first place. Continuously improving your ability to deliver the customer journey should be the at the heart of any Customer Experience related activity.
I hope that senior leaders from Virgin Media and Liberty Global read this – the sustainability of their business (like all businesses) is dependant on being able to consistently meet (and sometimes exceed) customer expectation. Unless they systematically address complete Customer Experience failures like this one, I almost hope that they are not able to sustain themselves.
If you have experienced a problem with Virgin Media in recent months, please feel free to share your story by commenting on this post.
I can relate to the story of your dissatisfied GP as I too have been beaten with the stick of poor customer experience by our friends at Virgin Media. For me this started as a simple call to understand the breakdown of my bill to allow me to ascertain whether I could get a better deal with the competition. I’ve been with Virgin perhaps 6years now and the product itself has always been ok aside from the fact that my bill kept creeping up year on year and the broadband kept dropping out from time to time. Anyway it turns out that on speaking to the customer services team they had been charging me for two boxes for >2yrs when I only have one. Sincere apologies from the team on the phone however when I asked for them to refund me the CX turned bad.
Virgin Media:
“sorry sir we can only refund 6 months, we are not authorised to refund anymore. You will have to write to head office”
Me:
“Really, you have just admitted that you guys have made a mistake, over charging me for >2yrs and it’s me that has to use up time, energy and a stamp to rectify?”
Virgin Media:
“Yes sir it’s our company policy”
Me:
“Ok can you put me through to Head Office please so I can speak them”
Virgin Media:
“No sir we can’t transfer you we don’t have the system to allow us to do that” (contracted call centre, totally disconnected from the mother-ship) ” you need to write a letter to HQ or call this number during office hours and you MIGHT get through to the HQ…. no sir there isn’t an email address…….no sir we can’t relay a message to call you back”
Me:
“Ok”. I put the phone down pretty unsatisfied.
Next day I called at the end of a long day at work 1hr before the HQ number was supposed to close. After hanging on hold for about 20mins I was then told “sorry the call centre is too busy to receive your call please try again later……” Grrrr!
So I decided to contact on Twitter, public space, and no surprise an instant reply! However that reply was an automated tweet asking me to go to a link and log a customer enquiry. Then it took 6 days for the team to get back to me with confirmation that the refund had been executed.
This whole experience made me reflect on what is going on, the people I spoke to were polite and apologetic however it was the system, that let that down. Although there is clearly a CRM system at play there was no way of the staff highlighting/ref flagging a dissatisfied customer…..surely this is the easiest thing to fix? If you have motivated people that can actually speak to customers in an empathetic way, they are 70% of the way there. However, alas that final 25% lets the whole company down.
Am I still with Virgin Media, yes, why, because they have a good product. It makes me really cross because I want to leave on principle but just like the doctor in your blog I want the product so I have no choice! That said when one of the other providers come to the fore with a decent new product proposition then if they have just an ounce of attention to their customers they will mop up Virgin customers in droves. Can’t wait for that day but until then I am hoping and praying that the product doesn’t stop working, the prospect of having to interact with the Virgin Media team again fills me with dread.
Hi Ian – having worked for Virgin I know that Richard Branson would be horrified by this. He is very amenable and available to emails so I would send this to him direct.
Thanks Ian – I’m sorry and not at all surprised to read this.
Virgin Media, in my experience they are a great lesson in ‘how not to….’. In December 2013 they installed service to our house. Since then we’ve had several repeat visits to fix the dodgy broadband they installed, it still doesn’t work reliably. In the end I took Virgin to the adjudicator CISAS and Virgin simply made up stuff in order to wriggle out of taking any responsibility. If your readers can stand it – here’s the full story, including a poem I wrote whilst trying to retain a sense of humour about the whole thing.
http://stopdoingdumbthingstocustomers.com/customer-experience/virgin-on-the-ridiculous/
http://stopdoingdumbthingstocustomers.com/customer-service/an-open-letter-to-cisas-and-virgin-media/
The engineers who visited tried hard to get a resolution – the customer service team and the CEO office were a waste of time. I couldn’t recommend this lot to anybody.
Thank you to everyone who has commented and shared their stories so far. Here is another one that was posted alongside my blog on Virgin Media’s Facebook page – it is not good reading either…
I am too being mistreated by this sham of a company. I recently took out a 24 month contract for a Nokia Lumia 1320, after 3 or 4 months the handset started to malfunction and was returned to Virgin for repair. After a week or so the handset was returned to me with a letter saying the faults had been fixed. Well they had been but it also had a brand new fault, a fault preventing me to set the phone up correctly, I couldn’t access my emails, contacts, app store, anything requiring a Microsoft account. The phone was booked in for repair again, after another week it came back with a letter saying the phone could not be fixed and they sent a replacement, a second hand Lumia 1320 which had the exact problem on it. I called Virgin again but have had no help whatsoever, phone calls lasting 4 to 5 hours involving being past between 20 or so different people who all said the same thing, factory reset it and if that doesn’t fix it, I will have to send it back.
Now, the reason this differs from the normal disgraceful treatment Virgin gives it’s customers is that I am not a well person, I have Multiple Sclerosis, I went for the 1320 because of it’s size, I need a large handset because of dexterity issues, I also need a smartphone capable of making emails easy to receive and read, this is because I need to be able to keep track of any communication from my Doctors, hospital, Chemist etc. Plus i need a phone I can use to easily access any of my contacts should I need them. For example, if I am alone and I fall or my health takes a downwards spiral, I need to be able to contact help/carer/family quickly and easily. The fault means I have no way of checking email, being able to download my contacts and a number of other functions of the phone. I find navigation systems to be extremely helpful as I can use them to make sure I know exactly where I am if I am out alone, they help me to locate safety quickly should I need it. During all this time I have missed information regarding my medication and appointments.
Because my first handset went through every single method to fix it (a great member of staff stayed with me for 4 straight hours, working past his breaks and after he was meant to finish) I said there is no point as I know what will happen. Virgin said they can’t help if I’m refusing to do this, I had a very rude, inconsiderate and unhelpful person telling me this and I did lose my temper somewhat but I was scared, if I don’t have a smart phone then my life becomes severely restricted. Anyway, after a good 20 minutes of this guy I said I would do the reset and call back upon it’s completion. So the reset was done and I was proven right, the fault was still there, back I called, I got nowhere at all until I finally was put through to book it in for a repair. All of a sudden though they were telling me that they will not accept the phone because it’s a problem with a 3rd party Microsoft app and it is up to me to get in touch with Microsoft so they can fix it……..My temper was reaching epic proportions now, I demanded to be put through to the complaints team who again were of no help, they shrugged it off as nothing to do with them, even though they had taken back one handset and for many, many, many hours over two days had said I needed to return it to Virgin. I then wanted clarification that I would not not be charged for the three weeks I was unable to use the device (I had previously been told this by Virgin but I wanted to check again) only to be told that they had taken money from my account that very day…..Temper well and truly blown! They aren’t allowed to do this surely!? It was clear that they weren’t as quick as a flash they said it will be refunded to my account, covering their own backs I suppose.
They are also now telling me that I have no case because the phone can send and receive calls and texts, well that’s as maybe, but I can’t access my contacts to use it as a phone, I can’t remember an entire phone book. Plus I bought a smartphone that does X Y and Z, this is now not a smartphone and only does X, I’m still paying for a smart phone however.
Very early on in my communications I provided a resolution. As it is a handset that Virgin do not sell any longer and that they will be limited to sending out the small number of second hand 1320s as replacements (which still won’t work as it seems to be a problem throughout the 1320) then I suggest that Virgin switch me on to another contract. Virgin only now sell one handset that is the size that my knackered body can use at a price I can afford (just) and I suggested they move me to that one, bear in mind that my original contract is 4 or 5 months old and costs £15 p/m and this new one is £28 p/m. I have said from the get go that I’m not after something for nothing, I don’t want it discounted, I don’t want any recompense, I just want a phone that enables me to lead a semi-independent life. Virgin could easily have done this for me, a loyal customer who subscribes to their TV, Broadband and home phone services but instead of making a bit more money with a more expensive contract, they are about to lose my custom as I will cancel those services I’ve had for over a year, I can’t afford to buy out my mobile contract though so will be forced into taking out another contract somewhere whilst still paying for the one I’m not using.
Thanks Virgin, thanks a bunch, this matter has had such a bad effect on my health already and the stress is risking me relapsing.
You can follow the Facebook thread including Virgin Media’s responses here – https://www.facebook.com/virginmedia/posts/10152842984791796?comment_id=10152843343756796&reply_comment_id=10152843574976796&offset=0&total_comments=7¬if_t=share_comment
Interesting declaration of timely service coming from a doctor! My experiences of GP surgeries and hospitals would be pretty similar in terms of waiting and miscommunication. Granted doctors and nurses are trying to save peoples’ lives, whilst Virgin are trying to sell whatever they can, but would be conscious not to sit too high on that horse if I was part of the NHS.
Hi Neil – thank you for taking the time to post a response to the post. The Doctor concerned was certainly not getting on a horse of any description in wanting to share the story. Whether about a Doctor or not, it is a demonstration of how concerning Virgin Media’s ability to deliver consistently good customer experiences is at the moment – as you can see from other responses, this is just one example of many.
[…] Virgin Media […]
Oh boy have I dodged a bullet – I think.
I have tried to become a customer of Virgin Media in the last few week – seduced by slick adverts etc and always being a fan of Richard Branson and blissfully unaware that the business had been taken over by ‘Liberty Capital’.
Anyway I have tried to be a customer, but over the course of 3 weeks Virgin Media have wasted so much of my time, money and energy, have failed to deliver anything useful and have cocked up everything, so much so that I have given up. And they have agreed to rip up the contract (although I wait to see if they still have the temerity to bill me).
Looks like a lucky escape from the jaws of incompetence driven by indifference
Many thanks for taking the time to share your experience. There are a lot of people who would agree with you – although I am not sure any of their competitors are much better right now!! If you do experience something better with someone else, I would love to hear about it!
I’ve been with virgin media for sometime there miss treated me that what it was I ask virgin media if they could change my payment date to the 30th the guy said yes I’ve changed it to 28th I said thank but in the mean time they still tryed to take a payment and when I spoke to the payment date had not been changed then I ask then what’s the minimum payment they would say 70 pound I put the 70 pound in mh bank phone them back told them the 70 pound In the bank then I get told its not 70 pound it say like 90 pound then they tell me to pay 114 pound so I done that l done a almated service it said my payment is paid now I phoned them up old them they said your payment gone to some one else account then they put the money back in my back they tryed taking it but they said bank won’t let them have it my bank said they can have it then then they phoned a lady spoke to me and said pay 20 and we put service on they did for two days now it still cut off the thing is I am disabled I have a intercom in case I fall over now I cant use it and thing is I hear off everyone all phone company not been fair to customers something as to be done
Hi,
Interesting reading from all. My situation is similar, but I am quite tecnically savvy, so I’m no pushover when they try and fob me off. Well here goes, I’ve been with Virgin Media for approx 7 years, have had my problems, especially broadband. In 2012 I took out a mobile phone contract for my daughter, when it was ending I rang to request a PAC code, as I was offered a better deal elsewhere, and my daughter wanted to keep the number. The team tried to offer me all sorts of deals, none of which interested me and seemed very reluctant to give me the PAC code. At which point, I told them to forget it and I would get a new number with her new phone.
Forward to January 2016, I had lost my father in November, after a long illness and was going through my finances. I came across 2 DD’s on my current account from Virgin Media, I contacted them, to be told that one of them was Virgin Mobile. I was then transferred to Virgin Mobile Customer Services and told that I had a SIM only contract ????
I told them I didn’t and requested they stop DD immediately, otherwise I would go to my bank and stop the payment. They replied that I had to give 30 days notice ( for something I never had ) and if I cancelled payment they would put a black mark on my credit score.
So, 25 phone calls later, 3 days work lost waiting for reply, they offer me a deal, of, I should have paid £6/m for SIM but was being charged £15, so they offered £9 difference + £50 for threats to my credit score.
I refused, as I never had a SIM so wanted all the £15/m. They said they would send deadlock letter. 54 days later I ring back as I’ve received a letter saying I owe them £185.69 and a day later another letter threatening debt collection.
Customer Services were apologetic and would look into it, I then sent an email to the CEO of Virgin Media immediately after putting phone down. Within a couple of hours I was called by the CEO Office Team, telling me that they were right and I was wrong, and a deadlock letter would be on its way after they spoke to their manager.
Frustrated, angry etc.
Many thanks for sharing Phil – I completely empathise with your frustration 🙁
Hi Ian
Any ideas on what would be my best option to follow this up???
Hi Ian
VM have sent me a letter, which offers me the oppertunity to contact CISAS, if I want to take the complaint further. Are they truly independent, or just another hurdle in my search for justice ???
This is my experience – I am going to send the details to my MP .
Mobile phone companies are required by regulation to give a user of their network a PAC code if requested. This PAC code should be given within two days.
I quote the regulations
“For individual or small business customers wanting to port no more than 25 mobile numbers, the PAC should be despatched within two working days of your request. Some providers may provide you with a PAC immediately over the phone; others may issue it by post, email or SMS.
I have been trying to get a PAC code from Virgin Media since Monday.
I have received a string of excuses.
The number you are asking a PAC code for is being transferred to a new database (Monday)
We are sending you a new sim to correct a problem with the phone and until you get the sim we cannot issue a PAC code ** The SIM was sent on the 16th of Dec. and has not arrived yet!!!! My wifes phone was unable to receive incoming calls or texts for a week . I called customer services and they said if they sent me a new SIM it would solve the problem -(Thursday last week) The SIM still hasn’t arrived but my wife’s phone has started receiving calls and texts without any intervention. I didn’t ask for the SIM card they offered it.
We will have to close your account first and then issue a PAC code – this will not allow me to port the number – which is the whole point of a PAC code.
This evening (Thursday) I received the excuse 1, above again.
It does not take very long to update a database if those doing the work are in anyway competent. . I know I worked in IT for 35 years and was a designer of databases in 1974 before most people knew what a database was.
There is absolutely no reason why Virgin cannot issue a PAC code because a SIM is in transit – anyway if the SIM gets lost in the post what happens then?
I am getting the feeling the Virgin Mobile is being deliberately obstructive by not honouring my request for a PAC code. I would therefore ask you to inform your staff of the regulations re PAC codes.
The more they upset me the more likely I am to cancel all my Virgin Media services and look at other providers!
I hope this can be sorted this out – Virgin staff do not seem to be able to let me transfer the phone to another network, and retain the number – which is my right.
Virgin are awful and their attitude is verging on the criminal – Virgin on the criminal?
I feel your pain, Check out my experience from intended activation date of 28th April this year, since this email I have had no contact from Virgin. I now have several detriments on my credit score and they are now asking for their equipment back!, I swear, every word of this email is true! Please ignore the formatting, it has not come from my outbox very well to this media.
From: Jamie Staton
Sent: 15 May 2022 10:13
To: fieldcomplaintsteam2@virginmedia.co.uk; executive.team@virginmediao2.co.uk
Subject: [EXT] Jamie Staton – Account number 989102901
Good morning,
I am writing this email to formally complain about the absolutely atrocious service I have received since signing up to Virgin.
Please see my notes below highlighting the issues.
1. I cannot remember the actual date of my signing up, but I was happy with the price, speed of the internet etc.. Was told it was a very quick process to install and I agreed to the terms, giving my bank
details for the Direct Debit.
2. 28th April 2022 – Installation Date. (Booked a day off work in order to be present)
The workman arrived, we greeted, I made him a drink and left him to it, letting him know that if he needed anything at all to give me a knock
on the door. An hour or so later he told me that he could not complete the installation today and somebody would have to come
back tomorrow (29th April) as a “quick finish off”, however he said that he could prepare the inside of our house for the installation saving time tomorrow.
I agreed to this and he installed a box on our interior, having drilled through from the outside, he then routed a cable from the internal box all the way
along the skirting on one wall and up and around my internal door frame to where the T.V was positioned.
On the exterior, a cable was routed from the hole on the outside, across my exterior wall, underneath my porch door to (what I believe) is the connection point on the
side of the house.
He then left, I booked another day off work in order to be present tomorrow. (29th April)
3. 29th April 2022 – “Quick finish off” (Booked another day off work in order to be present)
2 workmen arrived in the morning, I came out to greet them, made them a drink and left them to it, letting them know that, if any problems to give me a knock and I would
be available. Roughly an hour later they told me that there was some sort of blockage in the pipe (please excuse if I get any of the process details wrong, supplying fibre is not my
business, but is supposed to be yours..) This blockage was impeding the installation and they let me know that potentially it was my neighbours new drive that had caused this blockage.
They tried again to lay the cable with no success.
They then toyed with the idea of running a cable from my neighbours Virgin box, cable going under their drainage system, into their garden, under their slabs and over to my house.
I explained that this is not an option at all! My neighbours were on holiday at the time and to be honest I would have felt uncomfortable asking them to lay a cable in their drainage system and pull
up their garden slabs!
Then they said that they were going to run a line approx 50m down the side of my shared drive and would I need permission to lift up the first course of bricks on the drive. There are 3 houses that share this drive
but with both of my neighbours being on holiday, I authorised the lifting of the first course in order to get the cable laid with the proviso that it would be replaced in exactly the same way.
They then went to work with a pick axe laying the cable which was coiled up next to my drive gate (And still is, over two weeks later)
After another 2 hours of work they told me that the cable that they had laid down the drive and under the first course of bricks could not be attached to the cabinet as my neighbours fence was impeding it.
At this I was asked if they could dig into my neighbours drive to route the cable through their garden!
Obviously this is unacceptable and to make matters worse, my neighbour saw us looking into his garden and pointing at the area that they could potentially do the re-route, on his home security system.
He then rang me from holiday to, rightly, ask what exactly was going on with his garden! I felt completely embarrassed as I explained the ridiculous situation and assured him that there would be no work occurring on
his property.
I was then told that unless I could dig into my neighbours garden then I potentially could not have Virgin and to ask him when he came back off holiday if it was possible! I did not agree to this to save myself further embarrassment as I feel that I should not be put in a position of asking my neighbours for permission to dig into their driveway!!
4. The next two weeks
As if the above wasn’t bad enough I now had two weeks of being fobbed off constantly by your customer service department.
EVERY single time I rang them on 0345 454 1111 I was subjected to a roughly 20 minute conversation with them just not quite understanding the problem! And then telling me that
the work was planned for today! Even though it was 5-6 PM. I had this happen 5 times!! and not a single workman turned up to fix the problem!
The last two times I called were as detailed below:
Wednesday 11th April 2022:
Upon passing security I (yet again) detailed the entirety of the problem to be told that “The work is planned for today”, I explained that I had already been told this 3 times previously and nobody had turned up.
He absolutely guaranteed me that someone would be with me before 7, I asked for this in an email confirmation but he declined, saying that we do not have the facility…. (Yeah, absolute rubbish) I asked for his name and he told me RAGAV and said this was his full name…. yet again, absolute rubbish.
Obviously nobody showed up yet again and so I tried calling YET AGAIN the next day.
Thursday 12th April 2022:
Todays adventure was with customer service lady Caroline, I was yet again told that the work was planned for today and the window was from 0800-1900. I explained how many times I had been told the same thing and that I knew 100% that nobody was coming. I was told 100% somebody would be there before 1900. I said, ok what happens if nobody comes? To be told, I then had to launch a complaint.
Hence the reason for this complaint as, you guessed it! Nobody turned up.
Notes :
When I first signed up with Virgin, the salesman gave me two dates to cancel my EE broadband and SKY, I did agree to do this but in the end I did not, as my partner works from home and cannot have any disruption in internet service. And it’s a good job we didn’t as two weeks later we still do not have Virgin Fibre.
I received a bill through the post for £43.99 which is an absolute joke as the services are not activated, I was told that the money would not come out of my account by your customer service department but as I can’t clearly trust a word they say as I have been lied to every single time I have called (approx 25 calls) I have cancelled my direct debit.
I want this situation sorted immediately, we have two coiled cables outside, one of them on the drive that could cause a safety issue, wires routed inside and out of my house,, a cable pickaxed into the ground down the side of my drive, approx. 20 hours of wasted time (including 8.5 hours holiday from work) and countless days of massive frustration with your abysmal service.
Please provide me with an explanation of all of the above, including why I have been continuously lied to by your ridiculous, untrained and, at times, downright stupid customer service department and what you are going to do to rectify this situation, together with what you can do for me and my family to make us still interested in going ahead with Virgin, because at the moment you seem like a rag tag bunch of liars and thieves.
If I have not heard anything by Wednesday 18th May, I will be contacting Ofcom. (another one to add to your growing list of dissatisfied customers….)
According to Ofcom, Virgin Media was the most complained about broadband provider – it topped the league table with 33 complaints per 100,000 customers. Most of these complaints related to the way Virgin Media handled complaints made to it directly, or faults and service issues.7 Sept 2021
JAMIE STATON (although you have me down as James despite being told multiple times that its Jamie)
And then todays email which has been returned as Not a valid email, the email address came from Virgins website…..
Good afternoon,
I have still not received any feedback on the complaint email I sent below, dated 15/05/2022.
I am now receiving requests for me to arrange sending your router and Virgin box with no way for me to reply to the email / messages.
Nothing has changed at my property since my installation date of 28th April, I still have a hole in my external wall, cables routed to the back of my TV and a pickaxed trench approx. 50 metres down my driveway.
On looking at your complaints procedure I came across a compensation section, I feel that this is a case where all my points in the previous email should be considered, and we should be adequately compensated.
I now also have detrimental missed payments on my credit report where I have not paid your bill as I never had a connection to Virgin services, and now I am also getting messages asking me to stay! When I haven’t ever been connected!
I have tried to explain all of this to yourselves via phone/email, any way that I can but have had absolutely no acknowledgement from Virgin Media.
I signed up to Virgin with 100% the best intentions and booked time off work to be available for your engineers, I apologise for my tone in the previous email, but I was livid at the situation.
Please acknowledge my email and let me know how we can come to an arrangement regarding work on my house / driveway, 5 months of this going on, my time booked off work and to sort the false detriments to my Credit History.
Many thanks
Jamie Staton