Problem with virgin media billing?

Question

Hi, Has anyone got any sensible ideas for me, i have been with Virgin since they took over Telewest and was with Telewest for ages before that with no problems.

In July last year i took out the V+ box that was added to my services and i have had nothing but problems. Everymonth my bill says one amount and when i call to pay it i am told a different amount so i am no longer paying by direct debit. I have spent 3 hours on phone in past 2 days trying to get someone to explain why the difference in bills and no one can i have been fobbed off by everyone including a manager. How can i make a complaint and take this further if the staff in callcentre wont help me. All i want is for the bill to be correct i dont feel that is unreasonable request.

Answer 1

I can completely understand with what you're saying and I assure you there are a great many other people out their having the same problems with Virgin Media. I would phone up and ask for the complaints department or their phone number (which they should give). It's so frustrating to be in that situation and sometimes the only way to get their attention is to stop paying the bills, when they phone you up tell them exactly why you've no paid the bill, that should get their attention. To be honest though I don't think you're getting good service and I can almost guarantee if you threatened to move over to Sky or BT they' have your problem sorted in no time ;)

Good luck and thank you :)

Answer 2

You have my sympathy. I've had horrendous problems with utility billing companies. You could report it to the telecoms ombudsman / watchdog who can communicate with virgin on your behalf. They should be able to make a difference.

http://www.oftel.gov.uk/

Good Luck

Answer 3

Yep, you're not the only one suffering, I won'r bore you with all the stories I've been through with them. Still a customer though as they were just the cheapest bband option for me. Anyway, I do complain a lot to them and from my experience two pieces of advice:

- when you get redirected to their India office just hang up and call again - the UK support is much more helpful

- complain and complain and say how much it all affects you - I normally get £10 credit every time they s***w up, at least a bit of money for your suffering!

You can write a formal complaint but I don't think that will solve any problems. Good luck!

Answer 4

You could try cancelling your service with them.  You may find that in trying to do so they offer you a better deal. Tell them a few porkies along with your current complaints... imply that you have been offered a cheaper, more reliable service by one of their competitors and see what action they feel able to take in order to retain your loyalty to them. Even if they point blank refuse at time of cancellation, you can bet that they will contact you within a short period of time to try and tempt you back with even better offers. Good luck. x

Answer 5

Simple. Stop paying them, the service will be discontinued. Get a better phone company, ISP and TV supplier.

BT is better (you get what you pay for) and Sky is cheaper.

I also have problems with them, eg no bill at all, then penalty for late payment. They will soon be history to me!