Virgin Media Rubbish Service Update: Branson Brand did Cut off my Phone line for complaining!

Quick update on the latest old nonsense from probably the most badly run and vindictive private monopoly in the land.

I tried to cancel my subscription on Jan 3rd to Virgin Media following the nasty and despicable
attack by their brand owner and chief private shareholder, Richard Branson, on trade unions.

It ended up with me being shouted and threatened by one of their managers and my telephone line being immediately cut off. I made a complaint which I finally (despite two chase ups) got a response on Tuesday by email. They completely ignored pretty much all my points and told me that my service will be totally disconnected on 3 February and that I would be charged £144.

They also told me to ring a repair helpline to report my phone being out of order. Which I did today with a mobile. After the usual long wait and millions of menus and pressing alphabet keys on your telephone which they did not recognise, I finally got to their faults helpline. They informed me that there was a billing problem and that was why my phone was cut off so they transferred me to customer service. I treid to point out that I didn’t think this was the case since my other services were working normally (for Virgin). The customer services operative was very helpful but she could not explain why I was cut off since my account was up-to-date. Eventually (20 minutes wait) it was agreed they would transfer me back to repairs. Repairs could not understand why I had been cut off by them but said it was some sort of a “mistake”. After another 20 minutes they agreed to restore my telephone service in “2-24 hours”. I am pleased to say that 4 hours later it is now working.

It is quite clear that my phone was cut off maliciously for over 2 weeks purely because I treid to cancel my service and they are now intending to totally disconnect my service (without my agreement) and charge me £144. Needless to say I will continue complaining. Many thanks to everyone who have contacted me to share the awful experiences they have had with Virgin Media and suggestions on what to do next.

Virgin Media Sticky Fingers

Following Richard Branson’s ignorant attacks on trades unions I have been trying to cancel my cable service with Virgin Media without much success. So far I have been told various complete and utter porkies, threatened with a £141 charge, been shouted at and then my Virgin landline goes mysteriously dead.

The story so far is on Tuesday after various doomed attempts to cancel online (you can’t), I rang Virgin Media to find out how to stop my account. After the normal 15 minute wait and going through various menus and being cut off twice. I was finally connected to an operator who asked why I wanted to leave. I told him that Richard Branson had made a very anti-trade union video for Virgin America and as lifelong trade unionist I want nothing to do with him or any company associated with him. I was told firstly that Branson had nothing anymore to do with Virgin Media (He does, he owns the Virgin "Brand", I think 9% of shares and is their biggest single private investor). It was then claimed that Branson owns shares in BBC so will I boycott them? I said that he doesn’t have shares in the BBC, it is public broadcaster and was told again yes he did. I was also told that I either had to give 6 months notice or pay £141 to leave. When I said that this was unfair it ended up with me being shouted at! Then the following morning I found that my Virgin landline is suddenly not working.

I have been a customer of Virgin Media (and the previous cable companies they bought) for 15 years. I pay £70 per month. At times this has been a pretty miserable experience but this is really the pits. I have also worked in front line customer services organisation for over 20 years and have never come across such an appalling service or attitude.

I have made an official complaint about Branson and his remarks; about their so called “contracts”; the lack of supervision and training given to staff; called for the Virgin Cable monopoly to be broken up and for greater regulation and also that my phone is fixed. Needless to say some 48 hours later nothing has been done. I’ll post on future developments.