Mark Comley

[Mark Comley @mcomley1]

@virginmedia Can't wait. It took me 51mins 38 seconds to make a quick call this morning.

[Mark Comley @mcomley1]

@virginmedia as per my earlier messages, not only have I done a check, 4 of your colleagues have tried in some bizarre hope that they will get a different result! The box needs replacing. This should have been sorted 24hrs ago when I originally contacted you.

[Virgin Media ❤️ @virginmedia]

@mcomley1 Hi Mark, really sorry to hear you are facing issues with your TV nad haven't had the needed help, the above image is usually present when there isa an hard drive fault, this is usually fixed by a replacement box, have you tried running further diagnost... https://t.co/TXPiE6kc94

[Mark Comley @mcomley1]

@virginmedia That's really helpful, thanks. I'll just wait, without a TV service, and hope you resolve it at some point soon. @LutzSchueler

[Mark Comley @mcomley1]

@virginmedia Nope. Just says you'll be in touch with the next steps 'soon'. Thankfully, it's only a faulty TV box you're trying to resolve, and not a matter of life or death, or I'd be a goner by now. @LutzSchueler

[Mark Comley @mcomley1]

@virginmedia Yes. Hasn't helped and still can't speak to anyone. I can see the complaint is registered in my online account, but what good is that? I just need to speak to someone @LutzSchueler

[Mark Comley @mcomley1]

@virginmedia I'm not getting on. What do I do now? @LutzSchueler

[Mark Comley @mcomley1]

@virginmedia @LutzSchueler @Ofcom @virginmedia tell you what, here's a challenge. If I gave you my phone number could you get an actual person to help me?

[Mark Comley @mcomley1]

@virginmedia @virginmedia @LutzSchueler @Ofcom have you actually tried to call that number yourself? If you do, you'll understand its practically impossible to speak to a person. Unless it's an issue that can be resolved by technology/automation, as a customer, you're abandoned. I'm on hold..

[Mark Comley @mcomley1]

@virginmedia @Ofcom @virginmedia @LutzSchueler this twitter thread sums up everything that is wrong with @virginmedia and how they simply do not treat customers fairly. Happy to talk to someone to discuss if only I could actually get to speak to someone, and if that someone cared.

[Mark Comley @mcomley1]

@virginmedia Whoa, hang on? So your now saying that in response to my ongoing issues, that despite being a longstanding customer, the offers YOU specifically directed me to, is only applicable to new customers? So I understand correctly, you're saying they get it cheaper than me?

[Mark Comley @mcomley1]

@virginmedia @virginmedia Perfect. I'll confirm to them that you've advised I can switch to this package, at this cost, from my existing package. Still waiting on my promised call though....

[Mark Comley @mcomley1]

@virginmedia

[Mark Comley @mcomley1]

@virginmedia @virginmedia thank you for this. I followed the link to the offers you provided. It's quoted me over £20 less per month for a package that includes a faster broadband and a higher TV package (inc BT Sport), than I already have. That sounds great, can you please move me to that?

[Mark Comley @mcomley1]

@virginmedia @virginmedia
After an hour on the phone I've spoken to someone who is supposedly sending a new box (which should have been done 2 days ago). Don't know when, but I've been promised yet ANOTHER call by 3pm.

By the way - see below. £30 pm less than I pay you, plus Netflix.

[Mark Comley @mcomley1]

@virginmedia It's fine, I've accepted that no one can help. I'm just a customer trapped in a process and system that doesn't support non automated resolutions. All I can do is complain and cancel which was completely avoidable and unnecessary.

[Mark Comley @mcomley1]

@virginmedia If you read through my endless messages, you'll see the history. Currently on hold to cancellation team, and have been for 35 mins. How can it be this hard.

[Mark Comley @mcomley1]

@virginmedia Surprise, surprise no call from @virginmedia ! 2 days now without TV service. I've tried to call, but impossible to get past auto phone line options. Now on hold to cancel. Please can you send me details of your CEO, the ombudsman service you use, and how I submit a SAR request.

[Mark Comley @mcomley1]

@virginmedia @virginmedia I've called numerous times. Apparently I've been escalated and promised a call by the end of today by a technical team. As explained a phone call won't help as 4 other people have tried to help, but failed. I just need a new box, but no one is listening.

[Mark Comley @mcomley1]

@virginmedia @virginmedia thats the worst excuse I've heard! It doesn't need a '24hr monitoring period' it needs replacing and someone to actually care about helping a customer. @virginmedia have failed massively on both accounts. Thought this may help, but seemingly not.

[Mark Comley @mcomley1]

@virginmedia It's for an issue that can't even be fixed over the phone. I've told you this numerous times but no one is listening or offering any practical help. I'm done with @virginmedia

[Mark Comley @mcomley1]

@virginmedia after being without my TV service all day, spending over an hour on the phone to three of your employees, none of which could help, I've been let down once again by not receiving the call I was told would be made by 9pm. I'm assuming that you don't want my custom?

[Mark Comley @mcomley1]

@virginmedia quick update. Had a call from my 4th virgin employee of the day. He told me he can't help but another team will call me at some point in the next 24hrs. The catch is I have to be in for all of those 24hrs, as if I miss their call they will cancel the request.