Ready to quit over Virgin Media’s poor customer service

My phone stopped working for at least a week and the promised £5 refund on my bill was added on again

I have been a customer of Virgin Media since 2002. In early August, my phone stopped working. It took a few days for the technician to come and he said it was a problem on the street that would involve digging up the road and I might not get the service back until the middle of August.

I contacted Virgin Media the next day to say I was not impressed. The person I spoke to said he knew nothing about a delay and was unclear about what the technician had done, so he said he’d have to arrange for another to visit.

He arrived and said the first technician hadn’t had a clue what he was doing but that he could fix the problem that day. He did, or so I thought, as I could then ring out on my phone. But after a week, I discovered it was only allowing me to call out – no one could call in.

I phoned Virgin Media the next day but again we went round the houses; eventually I was offered a £10 reduction on my bill by one person while another told me the maximum would be £6. I was so outraged that I put the phone down. It is all finally fixed, but after checking my last bill, they took off £5 (goodwill gesture) only to add it again. MC, Bristol

We can understand that you were so furious that you were ready to jump ship, and that you felt strongly that Virgin should not get away with shoddy service. The telecommunications regulator monitors poor customer service and urges consumers to report it to the firm concerned. All communication providers are required to have a code of practice outlining, among other things, how they deal with customer complaints.

Astonishingly, we were not given any kind of explanation as to what went wrong in your case, although our intervention did trigger a response. A Virgin Media spokesperson said: “We’re sorry MC hasn’t experienced the high standard of service we aim to give all our customers. We have spoken to MC and credited her account by way of apology.”

On top of the £5 applied to cover some call costs that month – and reinstated – it has given you a month’s service free of charge, which is worth £30.64.

We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number

Contributor

Rebecca Smithers

The GuardianTramp

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