Virgin Media's poor attitude to customers

Victor_Meldrew_Revisited

I subscribe to Virgin Media for TV, broadband and telephone. The cover on the box where the cables enter my house is broken and the wiring is sticking out and exposed. At the moment none of my services is affected, but it will just be a matter of time before they are.

I rang Virgin Media yesterday to report the problem and the customer services person I spoke to was courteous and put me on hold while they spoke to their manager. So far so good I thought.

They then came back to me and told me their manager said that as my services were unaffected, to repair the box would cost £90. After a moment's stunned silence I politely declined raising a call-out for this and said I would place the cover back as best as I could, and re-report the problem (for a free call-out) when my services are affected.

I can only assume from this that Virgin would rather have an unhappy customer with a disruption to their services requiring a longer fix time, than to do a presumably quicker fix to stop it happening in the first place. I pay approx £460 a year for my services - obviously this goes nowhere to cover preventative fixes. I wasn't asking for a change to my services - just repair their box covering their cables.

As an aside, £90 seems to be the cost for most work you ask them to do. Install a V+ box - £90. Relocate the broadband cabling and point - £90. For the latter (which I asked about on a previous occasion), I had to say four or five times that I only wanted to know the cost; do not book it as a job.

Has any one else had a similar experience with Virgin?

spike7451

Victor_Meldrew_Revisited wrote: »

I subscribe to Virgin Media for TV, broadband and telephone. The cover on the box where the cables enter my house is broken and the wiring is sticking out and exposed. At the moment none of my services is affected, but it will just be a matter of time before they are.

I rang Virgin Media yesterday to report the problem and the customer services person I spoke to was courteous and put me on hold while they spoke to their manager. So far so good I thought.

They then came back to me and told me their manager said that as my services were unaffected, to repair the box would cost £90. After a moment's stunned silence I politely declined raising a call-out for this and said I would place the cover back as best as I could, and re-report the problem (for a free call-out) when my services are affected.

I can only assume from this that Virgin would rather have an unhappy customer with a disruption to their services requiring a longer fix time, than to do a presumably quicker fix to stop it happening in the first place. I pay approx £460 a year for my services - obviously this goes nowhere to cover preventative fixes. I wasn't asking for a change to my services - just repair their box covering their cables.

As an aside, £90 seems to be the cost for most work you ask them to do. Install a V+ box - £90. Relocate the broadband cabling and point - £90. For the latter (which I asked about on a previous occasion), I had to say four or five times that I only wanted to know the cost; do not book it as a job.

Has any one else had a similar experience with Virgin?

It's called an ETB (External Termination Box) & you can buy them for £6.60 from the link below.Your best bet would be to stop & talk to an engineer if you see one on the street & ask him for one.
Had people do that loads of time's when I was at VM.

http://mediacables.co.uk/shop/index.php?main_page=product_info&cPath=3_8&products_id=150

jb66

I would just cable tie it back on,

bignred05

I would ring up and cancel, when you ask why mention your not prepared to have a faulty installation box/cover, especially being quoted £99, when you can buy one for £6, don't be pobbed off with standard policy/charges etc

stand your ground, cancel, they'll come and fit it free

I've threatened to cancel twice, each time they've come back with the goods I wanted :beer::beer:

Victor_Meldrew_Revisited

I've hung the front cover over the cables and put a flower pot in front in the hope it stays on. I was amazed (although part of me wasn't that surprised) about Virgin's attitude. From reading other posts on this forum and talking to friends and colleagues, Virgin just don't care.

ElkyElky

Victor_Meldrew_Revisited wrote: »

Virgin just don't care.

As long as you keep paying them, they'll be laughing all the way to the bank. The only time any company cares is when you stop paying them.

Kurtis_Blue

How did it get broken?