Virgin Media Technical Dept are a joke - Long-ish post

hoyles10

I have just been on the phone to Virgin Media for the last 1hr 45mins trying to sort out a problem with our internet speed and connection keep dropping.

1st lady I spoke to I had difficulty understanding a word she was saying, she told me to unplug my wireless router, modem and switch off my computer which I did. I switched them all back on in the order she told me, checked my speed again and it was fine. The second she put the phone down the connection dropped altogether so I phoned back.

2nd bloke I spoke to again I found it hard to understand what he was saying but told me to do the same as the 1st lady which I did then he did some tests and told me that my wireless router was faulty. I asked if I could have another one then and he told me I couldn't because we didn't have one of their routers and were using our own. I told him we were using the one that was supplied by the Virgin engineer when they came in install everything. The man told me that it wasn't on the system that we have one of theirs although the model we have is the ones they use and told me point blank that I couldn't have any more assistance and using his exact words "You can tell me all this until Christmas but i'm not going to help you any more"

I rang back again to cancel my service altogether and spoke to a very helpful girl who told me that the router I have is next to useless but she would change the system to say it's one of their routers and put me back on to someone who could help me further.

The 3rd guy I spoke to told me to do exectly the same as the last 2 people had told me to do which I did, it got me connected to the internet again but he went on to tell me that if I want a constant good internet service then at need to turn my router and modem off at least 2 a day to reboot them. I told him that surely if i'm paying for a service then I shouldn't have to do things like that and again his exact words were "Well that's just my advice if you don't want to take it then your service will be rubbish and that's the best i'm willing to help you" before hanging up.

I have read before that Virgin customer service is a joke and now I know from personal experience that the techincal department is.

On the plus side I called back to make a complaint about the way I was dealt with and now have an appointment for tomorrow lunchtime for an engineer to come out look at the problems and bring out one of the new hubs that were launched last month, so that agent get's a thumbs up from me and I wish all the other staff there were as helpful.

Lokolo

And of course throughout all of this I am sure you were very polite and not frustrating to talk to

DCFC79

I spoke to the technical support during the day and got through to an english speaking person who was very helpful and was clear in what i had to do, i basically had a new modem sent out and i had to call them to set it up

hoyles10

Lokolo wrote: »

And of course throughout all of this I am sure you were very polite and not frustrating to talk to

I was actually calm and polite as working on an IT Helpdesk in a previous job I know that people get frustrated and start shouting and it gets no-one anywhere.

barbiedoll

My OH spent half an hour on the phone to them yesterday after they charged him twice for his monthly mobile bill. During a very lengthy and protracted conversation, no doubt hindered by the language barrier, he managed to get an agreement that the overpayment would be refunded. He called today to make sure that this was happening and according to Virgin, they didn't even know that there was an overpayment! :mad:
Another 20 minute call later and he has a promise that he won't be charged for next month's bill. We're not holding our breath though! (All this for £13.50 :doh:)

Freddie_Snowbits

Did you cancel the service or was it some veiled threat?

Or are you using the pc at the library instead

hoyles10

No I didn't cancel on the promise that an engineer will be here to look into what is happening to the service, if the service isn't any better after that then it'll cost £42.90 to end the contract early so we can go with someone else so we're starting to look into an alternative provider.

An no i'm not using the PC from the library i'm using it connected directly to the modem which sort of makes the whole wireless thing pointless.

Helix

Skip the phone and just always email twitter@virginmedia.com. Solve my issues everytime, they are a higher level of support based in the UK than the people you speak to on the phone.

geriann

if you go to the virgin media website on the right side of the page they'll be a link-button to the virgin forum.
i've used it to book an engineer, rather than phone them.

marmitepotato

barbiedoll wrote: »

My OH spent half an hour on the phone to them yesterday after they charged him twice for his monthly mobile bill. During a very lengthy and protracted conversation, no doubt hindered by the language barrier, he managed to get an agreement that the overpayment would be refunded. He called today to make sure that this was happening and according to Virgin, they didn't even know that there was an overpayment! :mad:
Another 20 minute call later and he has a promise that he won't be charged for next month's bill. We're not holding our breath though! (All this for £13.50 :doh:)

I had this trouble too, after ringing customer help on my mobile, agreeing to pay 10p, I eventually got through to someone in India before getting cut off. This went on 3 times, so I rang from my home phone and had to pay for their 08 number:mad:. Strangly enough I didnt get cut off at all during this conversation as it was making them money. I spoke to a girl in South Africa, she was very helpful but couldnt rectify my problem. I ended up emailing a complaint, and just to be sure i sent the same complaint twice! The next day I got a call from someone in the UK. I explained my problem, they refunded my double payment they had taken and credited my account with £5 for the phone calls I had paid for for talking to various people around the globe in the pursuit of trying to rectify my problem. I wont bother ringing again, I will just email.

hoyles10

Well the engineer has been and told us that the router they supplied are rubbish and we need to buy a new one. He told me VM don't supply them any more as they have a new hub that the modem and router in one but they aren't worth having either. A lot of use that was then.