Left without broadband by Virgin media

visidigi

so you complained about poor customer service, not poor internet service?

It seems to be a complaint about both - if it was just a complaint about customer services then there really is nothing ofcom can do about that - as there is no service agreement for home provided connections they don't have to provide you with a 100% up time service, but when they don't provide you shouldn't be paying for it - did you hear back from the CEO office? Did you keep it brief and to the point if you didn't?

JennyP

Initially it was about the internet stopping working. But then we got such conflicting stories about what was wrong with it (at one point they said that it was throughout our town and that they were being held up by our local council withholding permission to dig up the road - then they said half an hour later that there had never been a problem in our town and that our modem was faulty!) so we complained about customer services.

I didn't hear back from CEO. Kept it to the point - it wasn't brief though. It would be impossible to keep it brief. So much went wrong.

GlynD

I had all this with Virgin (National Service) right up to when I got Plusnet to take over. (I wish Plusnet had been more efficient too but their customer service has beaten Virgin hands down in resolving issues). I got so fed up with poor service with Virgin and absolute inefficiency in their dealings with BT Openreach that I left after having been with them since 1997! It was all because I moved to a non-cable area. The arrangements they have with BT are just a nonsense.

JennyP

Glad I'm not the only one.
Ofcom said that customer services wasn't something they could act on if they received one complaint but if a lot of people write in, they will look into it. I have heard that in one area, not too far from me, there are so many people fed up with Virgin that the local MP is now on the case. I reckon we all just need to get writing.

GlynD

JennyP wrote: »

Glad I'm not the only one.
Ofcom said that customer services wasn't something they could act on if they received one complaint but if a lot of people write in, they will look into it. I have heard that in one area, not too far from me, there are so many people fed up with Virgin that the local MP is now on the case. I reckon we all just need to get writing.

I reckon I've achieved more by ceasing to be their customer. The more people who vote with their feet, the better.

JennyP

Yes but the rather attractive Mr Bolt will attract new customers to take our place. I honestly don't think they care much about losing people - if they did the customer services would be better in the first place.

GlynD

JennyP wrote: »

Yes but the rather attractive Mr Bolt will attract new customers to take our place. I honestly don't think they care much about losing people - if they did the customer services would be better in the first place.

Sites like this deter many people from falling for it and I presume Virgin monitor us for our comments. I'd take money on it.

JennyP

GlynD wrote: »

Sites like this deter many people from falling for it and I presume Virgin monitor us for our comments. I'd take money on it.

I really hope you're right!

JennyP

Know any other sites I can post my story on - I'm calling it The Virgin Saga (sounds like a historical novel only it's much less interesting....!)

GlynD

None that I know of. Sorry.