Virgin Media disgrace

metrobus

After finding my internet access down this morning I phoned
VM to speak to someone .

After spending 10 mins going through the options I was then told to hang on and wait to speak to someone in person,after another 20 seconds the automated voice said you have pressed a wrong button and cut me off,although I had pressed no button whilst waiting for the CS agent to speak to me.

I phoned another 3 times and the exact same thing happened everytime,so what is the point of the CS phone line if they just cut you off all the time?

So now I have no way of contacting them.How long will they take to reply to a email and then it will be a standard reply with no action.

For a company to just ignore and cut off customers who phone the helpline is a disgrace.

To be fair I was warned about them when I joined 1 month back
I wish I had listened ,these people really are the lowest of the low.

Keep well away from them they offer everything and deliver nothing.

JJ_Egan

On the other hand i had excellent service from VM customer service particularly the Wiltshire centre and cannot praise them highly enough .
Never been cut off and always had replies to my emails that where of use .

jje

metrobus

JJ_Egan wrote: »

On the other hand i had excellent service from VM customer service particularly the Wiltshire centre and cannot praise them highly enough .
Never been cut off and always had replies to my emails that where of use .

jje

And thats the way it should be since we pay for the service.

How do you suggest I contact them ?

I sent a email this morning nothing back yet,phoned 4 times let go through all the options cut off at the end of it all everytime.

How long do you think is acceptable for me to wait for a reply to my email
whilst not getting internet access.

I have not been cut off its their DNS server thats not responding
thats not allowing me internet access.

Buzby

4 weeks is usual for an email. Far better to use their Customer Website Forum, as you'll get a response within an hour or two. Access it from the 'My Virgin Media' website.

dave_dph

Yes, use the web forums or dial 150 and choose the option for "Thinking of leaving" to get through to Customer Relations in the UK. Complain about the telephone system cutting you off etc, I'm sure they will get things resolved for you.

robt_2

Or Tweet them.

metrobus

Asked on VM forum this afternoon

guess what,no reply.

I do not have a VM phone only broadband so can not phone the free 150 #

I rang the 0845 number 4 times costing about £5 only to have them
let go through the options security,etc then hang up on me.

If I threaten to leave they will accept since I am only 1 month into a 12 month contract.

Worst company I have ever come across .

I have never tweeted in my live and would not know how to

bod1467

saynoto0870.com - put the 0845 number into that and see if there's a geographic number available.

When ringing customer support numbers, often repeatedly pressing 0 gets you through to a real person. (i.e. ignore the options).

bod1467

But talking about DNS - can you not just set them manually in your PC? (Example below - not sure if the DNS servers in this image are still valid. This is just an old image I had).

consumers_revenge

At least your not trying to get help from BT business.......Your VM experience will seem a delightfull breeze in comparision...

dave_dph

Sometimes you may have to wait a few days for a response on the broadband forum, depends how busy they are.