Absolutely abysmal experience! Do not use!
We needed to transfer account from flatmate who's leaving, we called VM and was assured same package with same cost at £26 per month can be transferred over to me, except must start another 12 months contract and pay transfer fee of £20, which we accept and invoked the transfer. When we received VM email confirming transfer complete with new account number, we logged on website to set up online account and ddm, but VM website says A/c number wrong, and requested Area reference which isn't stated anywhere!
We called, wait in queue for 25mins, answered, told new account number not coincide with my name, cannot proceed, refused to help further!
Then received email from VM with my first invoice for £52 per month, not £29! Called, waited 43mins, told it's new monthly total, previous monthly total £26 cannot be transferred, we explained that we were told same package at same price can be transferred by VM, but VM customer service will not budge.
On opening the first invoice, I found my correct 9 digit account number and area reference, so I tried to register an online account, but this time, VM's website says, an account has already been set up for my NEW account, and it was in the name of our previous flatmate, even though he was on a totally different account number! So I still cannot open on online account!
Luckily when I emailed my application to apply for transfer, I was concerned that we only had a verbal assurance from VM regarding retaining the £26 monthly bundle cost, so I had mentioned in my email that I'm applying for this transfer based on the assurance that its the same package at the same price.
We called again to try and lodge a formal complaint, waited 30mins, call automatically dropped. Called back, waited another 45mins, answered, and as soon as I stated we wanted to make a formal complaint, the call was dropped!
As advised by local council consumer services officer, we've sent in a formal written complaint, as we've given up ringing their customer service, and cannot use their website form as it requires an online account which VM's system is unable to allow me to register.
After persistently refusing to reply and broken promises, VM now alleges we're late in paying our bills, so now imposing late charges etc and has terminated our service, thus rendering us in serious position of not able to work from home! In desperation, we called VM, waited over 50 minutes in queue, spoke to "customer service" who sounded very emphatic, says will take ownership of our complaint, truly understand our case is urgent, will escalate and Manager will get back to us within two hours"
That's two days ago, still no reply whatsoever!
Have filed complaint with CISAS, the official ofcom regulator, but as this process is going to take weeks, guess VM is using this tactic scan to force desperate users, especially those working from home in this CV19 period, to cave in and pay up!
Entire experience have been stressful, but more bewildered as to how a supposedly professional company like Virgin Media could have such an unprofessional infantile customer service, and how our current system could allow such inconsiderate corporates to take advantage of our national plight is beyond me ... shame on Virgin Media.
We will definately not be using this company again and would strongly NOT recommend Virgin Media, shame it's another British sham