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My Mum has had no end of trouble with Virgin Media - they are completely and utterly useless in every way imaginable.
I have just emailed this to Neil Berkett, acting CEO of Virgin Media.
Dear Neil,
I was going to email the newly appointed Chief Executive of Virgin Media, Steve Burch only to find that after 18 months he too had given up and left. I empathise with him completely.
You may notice that I am using a Tiscali email address for this correspondence, this is due to the fact that I am unable to use my own email address for the umpteenth time as I have again been cut off from all my services. I will try and explain in simple terms the background to my Virgin Media experience, although this may prove difficult, the reasons for which (if nothing else) will become clear.
I was originally a Telewest customer and had two accounts – one was my husband's and the other my own, both for the same address. When my husband passed away I thought it would be simpler to merge the accounts together leaving just one account to manage, but still having 2 telephone lines into the house. This must be a horribly complicated task to perform as this change is still outstanding – or is it? It is so difficult to tell!
There was an outstanding amount of £99.90 on my husband's account which I paid. This amount has become legendary in my dealings with Virgin Media.
This sum of money appears to possess the ability to bounce between the two accounts of which there should only be one. Or is it three accounts? Despite trying to reduce the quantity of my accounts I seem to have gained another judging by the three invoices I now receive. As far as I can fathom, this is the reason for my “restricted” services – an outstanding amount on an account(s) that I should no longer have and no longer owe anything on.
Are you confused yet?
I have spent hours and hours on the telephone to various people in your Customer Services department, who were just as confused as me, but who did actually try and remedy the situation for me despite the adversity they faced in the form of navigating the billing system of Virgin Media.
However, it would appear as if your Customer Services department have had enough of this sorry saga too now. For some time I have managed to deal with the same person, ********** who was initially very helpful. Yet I spoke with her on 10th March 2008 and she was extremely 'snippy' and quite rude. Despite the fact that I had the invoices from the 3 accounts in front of me she insisted that that could not possibly be and that I was mistaken - I think she may be losing the will to live, as am I.
My services have again been removed - “restricted” is not strictly accurate as I have no services – and I am now being told that I will have to pay an outstanding amount of £298.98 to have them restored.
From your website: “We want to make things easy for our customers. Not just by cutting through the jargon and explaining our technology in simple terms. No, we want to make it easy for them to contact us, to get hold of our products and services, and to sort out their problems too. And it’s our Customer Care, telephone support and sales teams that do just that.”
Can you please explain to me precisely how the above has been applied to me?
I look forward to hearing from you.
Kind regards,
I have just emailed this to Neil Berkett, acting CEO of Virgin Media.
Dear Neil,
I was going to email the newly appointed Chief Executive of Virgin Media, Steve Burch only to find that after 18 months he too had given up and left. I empathise with him completely.
You may notice that I am using a Tiscali email address for this correspondence, this is due to the fact that I am unable to use my own email address for the umpteenth time as I have again been cut off from all my services. I will try and explain in simple terms the background to my Virgin Media experience, although this may prove difficult, the reasons for which (if nothing else) will become clear.
I was originally a Telewest customer and had two accounts – one was my husband's and the other my own, both for the same address. When my husband passed away I thought it would be simpler to merge the accounts together leaving just one account to manage, but still having 2 telephone lines into the house. This must be a horribly complicated task to perform as this change is still outstanding – or is it? It is so difficult to tell!
There was an outstanding amount of £99.90 on my husband's account which I paid. This amount has become legendary in my dealings with Virgin Media.
This sum of money appears to possess the ability to bounce between the two accounts of which there should only be one. Or is it three accounts? Despite trying to reduce the quantity of my accounts I seem to have gained another judging by the three invoices I now receive. As far as I can fathom, this is the reason for my “restricted” services – an outstanding amount on an account(s) that I should no longer have and no longer owe anything on.
Are you confused yet?
I have spent hours and hours on the telephone to various people in your Customer Services department, who were just as confused as me, but who did actually try and remedy the situation for me despite the adversity they faced in the form of navigating the billing system of Virgin Media.
However, it would appear as if your Customer Services department have had enough of this sorry saga too now. For some time I have managed to deal with the same person, ********** who was initially very helpful. Yet I spoke with her on 10th March 2008 and she was extremely 'snippy' and quite rude. Despite the fact that I had the invoices from the 3 accounts in front of me she insisted that that could not possibly be and that I was mistaken - I think she may be losing the will to live, as am I.
My services have again been removed - “restricted” is not strictly accurate as I have no services – and I am now being told that I will have to pay an outstanding amount of £298.98 to have them restored.
From your website: “We want to make things easy for our customers. Not just by cutting through the jargon and explaining our technology in simple terms. No, we want to make it easy for them to contact us, to get hold of our products and services, and to sort out their problems too. And it’s our Customer Care, telephone support and sales teams that do just that.”
Can you please explain to me precisely how the above has been applied to me?
I look forward to hearing from you.
Kind regards,
I hope his reply is positive.
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