Avoid Virgin Media…

 Short version: Avoid Virgin Media.

 

I took delivery of my new Virgin Media (VM) TV equipment last November. Well, most of it. Something was missing. A bit of kit. The Virgin TV 360 Mini Box for the bedroom. 

 

So, I called them a few days later. Still nothing arrived. So, I called again. Still nothing arrived. So I called again. And messaged them. A lot. And posted on social media. And used their web chat. And complained. And called again. And again.

 

Each time I did manage to speak they promised to re-order the missing box, but it still hasn't arrived. 2 spare remote controls have been delivered however!

 

Bear in mind I am being charged for this bit of kit. They just haven't delivered it.

 

So, in the last 3 months...

7 calls to VM customer services (2 times they hung up on me after 30 mins, 3 times they transferred me to wrong department, once I got passed to 5 different people - each time having to pass security their checks)

2 X/Twitter posts and had subsequent DMs with VM

5 web VM chats

2 complaints (they say they tried to contact me but never have)

 

So, 16 interactions in total. 16 broken promises.

 

Finally, after 87 minutes on the phone today, I found someone in the VM Faults Team who has said he could help.  He would arrange a 'special request' for a VM engineer to come and bring the missing box this Friday morning and actually install it!

 

Let's see! 17th time lucky! 

I'm still not convinced they have my phone number or address correct!

@virginmedia