Virgin Media

elff

Just had a repair chap call (actually on time) I was shocked he was polite, and well spoken he even took his shoes off without me asking.

He managed to sort my problem out as well has have time to go through his tool box with my twins while the box was loading.

Makes such a huge change to the normal -virgin chaps who wander in whenever they seem to feel like looking like they need a good clean and shave and !!!!! about how sh*t the company is for ages before even doing anything.

Obviousley now i have my twins upset than 'tool man' has gone and are currentley not speaking to me - so a quiet cup of tea for me - thanks Virgin media!!!

dmg24

Whatever they look like, I guess they don't feel the need to litter their posts with swear words - I really hope you don't use that language in front of your children!

chewynut

Wow, that's a lot better than any experiance my family ever had with them. We ended up going with Sky instead because we got so fed up of the way VM handles things (I.E., On Demand did its own thing and was full of foreign language and kids' shows when it did work, discounts that crept back up to full price, the box wasn't collected for months after we swapped over to Sky...)

DCFC79

Lol tool man

tommyknocker

The problem has never been with the service and repair guys. It's the actual service provided by Virgin that's so bad. Plus they rip you off on call charges on the inclusive package . . . in fact more expensive to call a mobile than to use your own mobile phone to ring.

As for customer service, forget it. In a year, covering 36 calls, I have yet to speak to an English customer services assistant. Every nationality under the sun . . . except English. Most can't understand a word you say, and vice versa.

When my contract expires, there is ZERO CHANCE of my renewing it!

mvteng

I've always had great customer service when phoning VM on 150.

I've never asked any of the customer services reps what nationality they are, & don't see why it would be relevant. All that matters is the customer service reps ability to do the job.

DCFC79

mvteng wrote: »

I've always had great customer service when phoning VM on 150.

I've never asked any of the customer services reps what nationality they are, & don't see why it would be relevant. All that matters is the customer service reps ability to do the job.

exactly, as long as you can understand each other then what has nationality got to do with it,

you mgiht get through to a UK call centre if you call at a timer when the foreign centres are closed due to it being night time

spike7451

elff wrote: »

Just had a repair chap call (actually on time) I was shocked he was polite, and well spoken he even took his shoes off without me asking.

He managed to sort my problem out as well has have time to go through his tool box with my twins while the box was loading.

Makes such a huge change to the normal -virgin chaps who wander in whenever they seem to feel like looking like they need a good clean and shave and !!!!! about how sh*t the company is for ages before even doing anything.

Obviousley now i have my twins upset than 'tool man' has gone and are currentley not speaking to me - so a quiet cup of tea for me - thanks Virgin media!!!

As an ex-Virgin Media Service Engineer I actually find your post mildly insulting. Service Engineers work for Virgin directly &,unlike the installers,are not contractors.
I was (and am still) always clean & tidy,with ironed uniform & use blue booties over my boots when I go into a customers home (H&S prevents you taking off your safety boots) & I clean up after myself.

As for your note 'actually on time',well it is impossible due to the nature of the work to guarantee you'll be there at a certain time,you could have a fault that you can fix in ten minutes & then the same type of fault that will take you an hour to fix.

TheSaint_2

I have met a few of the VM engineers and they have all been really nice chaps. Could not fault them at all (one even gave us extra channels!)

But... the company is another matter - I am sooo fed up of them giving me a deal only to find that my bills creap back up in price slowly over the next 6 months or so.

I can't wait until the BT 21cn gets installed near me, I shall switch to another network like a shot. Its the great speeds that keep me a VM customer.

Helix

DCFC79 wrote: »

exactly, as long as you can understand each other then what has nationality got to do with it,

you mgiht get through to a UK call centre if you call at a timer when the foreign centres are closed due to it being night time

There foreign call centres are open 24hrs I believe, 8am is meant to be the best time to get the UK as that is when the UK call centre first opens.

I must say the UK call centre is 100 times better than the Indian call centre though and its not a case of not being able to understand them. I had problems with my broadband disconnecting and the Indian call centre made up every excuse possible from an Area fault to it being my computer. Managed to get through to the UK call centre and the first thing they did was check my signal levels which they said were too high, sent someone out the next day and I haven't had the problem since, now why couldn't the Indian call centre have done that?

kajstring24

I usually get excellent service from VM's call centers, but I have been left frustrated a few times. I do find the foreign call centers very unhelpful and even though I try to be as clear as possible they can still misunderstand me and I end up achieving nothing. I struggled to log onto their email system through My Account once and the operator ended up changing my password without my consent. Needless to say I issued a complaint after that.

Generally though, I've not got many complaints about VM. All installations have gone without a hitch and whenever I have had problems with my broadband it's been sorted over the phone. They offered me a very generous loyalty package when I forgot to renew earlier in the year, so that obviously helps with customer satisfaction!

To be fair to the OP, I was wary of having engineers in to install anything in my home, but I've had services with VM since 2008 and have a lot of trust in them. I don't think I'd ever consider another company.