Discussion
So i get a letter saying we can upgrade our broadband if we go to there website... surprise surprise it doesn't work. Suggests i call what i presume is their expensive premium rate number.
Call up, dreadful hold music for 20 mins.
Speak to a girl who barely sounds like she knows what the internet is. Doesn't know anything about the upgrade available, so says she'll transfer me to Technical people.
Ok.
Hold for 15 more mins, line dead. Cut off. Great.
Tossers.
Phone back and head straight for technical people. Wait 10 mins.
Guy asks me about my phone line, no i want broadband please.
I'll transfer you.
Automated voice asking about my phone line now.
Try to get to some sort of broadband option.
Cut off.
b
ks to it.
Twats.
Great customer service.
Call up, dreadful hold music for 20 mins.
Speak to a girl who barely sounds like she knows what the internet is. Doesn't know anything about the upgrade available, so says she'll transfer me to Technical people.
Ok.
Hold for 15 more mins, line dead. Cut off. Great.
Tossers.
Phone back and head straight for technical people. Wait 10 mins.
Guy asks me about my phone line, no i want broadband please.
I'll transfer you.
Automated voice asking about my phone line now.
Try to get to some sort of broadband option.
Cut off.
b
ks to it.Twats.
Great customer service.
I found Virgin Media terrible to deal with when my Dad passed away..
3 times I told them I wanted to transfer the account to my name and 3 times I got letters from, addressed to him saying they've added a charge onto the bill because it was unpaid.. Well yes, funnily enough!
Eventually rang and got through to someone in England in the department where they try and keep you with them and he sorted it first time, letter the next day for me to fill out and took the added charges off and gave me a £30 discount for the trouble.
Love their service, good speeds etc.. Shocking customer service if you get to speak to India.
3 times I told them I wanted to transfer the account to my name and 3 times I got letters from, addressed to him saying they've added a charge onto the bill because it was unpaid.. Well yes, funnily enough!
Eventually rang and got through to someone in England in the department where they try and keep you with them and he sorted it first time, letter the next day for me to fill out and took the added charges off and gave me a £30 discount for the trouble.
Love their service, good speeds etc.. Shocking customer service if you get to speak to India.
TBH they are like any other service provider, you will get good and bad experiences.
This thread reminded me to call them and change some of my phone packages. I called 150 and was through to India within a minute, he could not help me ( which is often the case) I was re-routed to the UK and my account was updated , no hassle.
It's the Indian call centres that are usually the problem, they all are!
This thread reminded me to call them and change some of my phone packages. I called 150 and was through to India within a minute, he could not help me ( which is often the case) I was re-routed to the UK and my account was updated , no hassle.
It's the Indian call centres that are usually the problem, they all are!
ccgoose said:
don't forget virgin media are still only ntl with a different badge. the same infrastructure and processes remain in place. Benefit of owning your own telecoms company is that you don't need to worry should anything go wrong! 
+1Agreed. If reliability is important then clearly Virgin are not the way to go.
I thought BT were bad then I spent a whole lot of time dealing with NTL/Virgin and BT are awesome by comparrison.
TonyToniTone said:
The infrastructure has changed with the merger (obviously not the cable to your house)
Never had any problems with virgin media think it's excellent been with them since cableinet, I would not like to go from cable to bt.
It's not so much that there are more problems with them (and anecdotally in my experience, there are) but that they are utterly incapable of solving them reasonably or quickly.Never had any problems with virgin media think it's excellent been with them since cableinet, I would not like to go from cable to bt.
We have a cable internet connection. At the time they were the only people offering a 20 meg line. We still have them, the service itself is great (although I'd b
h about how quickly it gets capped if you actually try and use that line speed...). The true issue is when something goes wrong, it cannot be put right. As an example, it took 4 months to get the direct debit setup properly. Getting someone on the other end of the line when there is an issue is almost impossible.
Getting someone on the other end of the line who will put you on hold till you hang up, or who will simply hang up on you (several calls in a row...) is normally achieveable with these guys though...
I've always believed that intermittent issues will crop up, no matter what the goods or services you've purchased are, its how they are dealt with that's important (and that they are dealt with at all...).
cjs said:
Iain328 said:
cjs said:
It's the Indian call centres that are usually the problem, they all are!
Except that VM's are now in the Phillipines!!Which may explain the confusion of the above posters...
TheLemming said:
cjs said:
Iain328 said:
cjs said:
It's the Indian call centres that are usually the problem, they all are!
Except that VM's are now in the Phillipines!!Which may explain the confusion of the above posters...
Seems strange after what is above that I have not had any trouble with Virgin and I have been with them from when they started here as Telewest, they phoned me up to offer free phone calls, HD TV package and an upgrade to 20MB broadband, all this for £5 less than I was paying. If I phone them with a query I always seem to get a friendly response with an answer.
I know who I will be keeping with in the future.
I know who I will be keeping with in the future.
kevin63 said:
Seems strange after what is above that I have not had any trouble with Virgin and I have been with them from when they started here as Telewest, they phoned me up to offer free phone calls, HD TV package and an upgrade to 20MB broadband, all this for £5 less than I was paying. If I phone them with a query I always seem to get a friendly response with an answer.
I know who I will be keeping with in the future.
Then you're one of the lucky few.I know who I will be keeping with in the future.
Things will change if your service breaks for any reason, for sure.
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