Absolutely appaling customer service at Virgin. Dare I say it, WORSE than NTL
Let me give you a brief run down of events
- 25 May: Moving house so decided to also move phone/broadband to a different company knowing how bad NTL/VM is
- Virgin offer us XL broadband + Phone + Unlimited calls for £20 a month
- Thought this was a RESULT so accepted the offer
- Installer came and connected phone and broadband (he forgot to active the broadband) so after a day or so it was cut off
- Phoned VM who said that it was cut off as no one migrated the service over
- Went through migration over the phone with TS
- BILL ARRIVES today broadband, full price of £37
- Phone bill = £2
- Called Customer Support and also Retentions who say there is no record of this offer ever being given
- Please can someone tell me if we are within our rights to break the 12 month contract as we were told we would be paying £20 a month NOT £39.
This is not acceptable. Whenever I have phoned no one has taken responsibility for the errors which occured, and at times I was made to feel as though I must have misunderstood what was being offered.
This is not the case as we phoned them multiple times to confirm it before signing the contract and returning it.
Please can someone tell me how to break free from this contact? Can anyone help me please?
