Hannah Dixon
The Virgin Trap 2 years ago during lockdown we tried to cancel our virgin, we had issues ongoing since the install 2 years prior, after promises and lies, we had enough, we spoke to a chap called Keith, who at the time was working from home (mobile) as most of us were back then, he promised to change our wifi to a more powerful one, and send us out two boosters, from the two main problematic rooms, once the engineer arrived, we soon realised that these promises were Virgin Lies. After months of calls and emails, we started to realise that we were not going to get anywhere, and were told, they don’t give boosters and that we had made this up, and Virgin lied its way out, at this point, we were out of our cooling off, and Virgin Trapped!! Fast forward to 2 weeks ago, after what seemed like a lifetime of rubbish internet, we called again to cancel, This time a chap called Bill gave us all the promises, he advised us to take small business internet, and that this would GUARANTEE us cover the whole house and in EVERY ROOM GARENTEED, it’s a different router and he guaranteed us that we will never call them again with issues (we have this recorded this time, you can trap us once Virgin, but we won’t be trapped twice) Bill even goes on to say, you even get a £100 back if this isn’t the case…. All recorded Virgin. So yesterday the engineer came, a nice chap called Sam, who tells us, he isn’t sure why but the wifi isn’t working in every room (shock horror) he was shocked to hear, that we were given a guarantee but not to worry, as all we need is two booster (arh the old booster promise) we explain that we had been promised these before, he told us that he wasn’t sure what had happened in the past, but this time he was writing up an essay for our case, and we would defiantly get these boosters, We explain we don’t want the wifi as we do not have faith in Virgin and wish to cancel our contract, he tells us, he cant do that, but not to panic, we have a 2 week cooling off period, in that time we will have the boosters and all will be fine….. HERE COME THE VIRGIN TRAP again… Today we called Virgin, as we don’t want to be in the VIRGIN TRAP again, we call and speak Tass who advises us, that we cannot have boosters, we have no Wi-Fi in every room guarantee, no £100 cash back for our inconvenience and worse of all, no cooling off period, we cannot cancel our virgin, we are again in the VIRGIN TRAP, after 84 minutes of being on the phone, being refused a manager call back and being told we cannot make a complaint or cancel, my partner finally got involved in the call and we have now been promised a call back, and advised that they have escalated a compliant, if this happens or not, we will see. A week later and still no call back from anyone!! We call again, this time we are told that a call was logged, but not complaint has been escalated, or they couldn’t see that one has, they can not guarantee a manager call back, but will let the field agent (the con man who sold us this) and let him know haha. The only thing they could confirm, is that we are now tied into a 2 year business agreement!!! That they will ask that a manager call us back, but they cant guarantee. 2 days later, still nothing!! DO NOT DEAL WITH VIRGIN.
2 months ago
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