Virgin Media - getting it resolved

MothballsWallet

I can really feel for everyone who's having problems with Virgin Media. Have you already tried The Office of the Chief Executive? You might get lucky with Ken.

Perhaps all us MSErs should club together with Martin, get a cheap business loan together and then buy Virgin Media, then buy them out and clean house (metaphorically speaking)?

galaxynicole

:mad: Yep, another unsatified customer. Rang them up two weeks ago to tell them that my BB box didn't always work so I had to switch on and off again all the time. Call them 25p a minute plus 5p connection charge or whatever. Spent 20 minutes on the phone to some woman who told me what to do and she said to me that my box was working fine and that it was receiving signal perfectly. I told her that it didn't happen all the time but all she said was to call back when "it happened" again. I said why should I have to pay to call them when I knew exactly what the problem was. She kept saying that I should call back when it happens again.

Ugh so two weeks down the line, my BB has been realllllly slow! So I rang customer service who basically fobbed me off and told that I would have to ring up faults which would cost me loads and to tell them (faults) that my call should be credited back to me as I already phoned up about the problem. So phoned up, spent £7.50 for them to take me through checks I had already done for them to tell me that I need a tech guy and when I mentioned a credit on my account for the call he didn't seem to understand me and basically they fobbed me off again. So I spent £15 on their fault box and doesn't look like I'll get a refund. The nearest date for a person to check it is saturday!

:mad: and don't get me started on their TV services! I've had 2 broken TV boxes in the 3 year period of being with NTL and the person that came to mend mine last week said there was no point in swapping it as they only had old boxes (the blue NTL ones) in the van as there was no new boxes available. He basically said when they installed my original Blue box, I got a second hand one and that's why it went wrong and the one that I've got (a new Samsung) just keeps dropping signal to their hub or something and it just needs resetting every month.

dangeroussports

Does anyone get a an automated voice call from V media, and then hangs up?

I usually get one of these every day. The phone rings and when I answer it, an automated female voice says "hello, this is virgin media, we would like to talk to XXXX" and then hangs up.

Suffice to say I do not call them since I have receiving the film channels for free for eight months and not billed for them.

theallpowerful

dangeroussports wrote: »

Suffice to say I do not call them since I have receiving the film channels for free for eight months and not billed for them.

Any tips on how the rest of us can swing that?

dangeroussports

I dont know.

They make mistakes time to time but you'll never see a forum set up to discuss this.

Its like O2 who once supplied me with a new phone ontop of my free upgrade and never charged for the extra phone and then when i called them they didnt even have it listed on my account.

Whits

I've been with NTL and VM for years.

I've never, ever had a problem with broadband. My cable modem which is 8 years old decided to give a very slow connection via my netgear router recently so I called them up for advice. The guy on the phone said he could talk me through all the settings but it would be more beneficial if I just got a new modem from them. I had called at 7pm and my new modem arrived at 8am the next morning :beer:

As for the tv and phone service - diabolical.

I've just been reduced to 5 channels and incoming calls as I haven't paid my bill. For the last 3 months I should have received a credit of £30 each month due to being charged for 2 addresses when I moved. Every month I get disconnected and spend hours on the phone to get resolution and then submit a claim for my mobile phone call costs.

Perhaps VM need to just shut up shop and send us all off to SKY, surely they can't be as bad, can they

dc

I think the people who have most trouble seem to be in areas originally covered by the smaller cable companies, though the last merger seems to be a backward step in customer service.

From your posts people living in the old Cabletel areas, Guildford Belfast, Glasgow, Huddersfield and South Wales, seem to have less problems with service quality, more with billing system.

VM's problem is that it was seen as a way to sort out a multitude of different technical and billing systems spread out across the country, all with different attitudes to customer service.

IMHO they (VM) got it wrong, especially by using mens clothing sizes to quantify services provided. .

I have been with them 12 years and am only now getting problems (billing)

A bit of history,
Barclay Knapp's Cabletel changed its name to NTL ( I liked the name so much I bought the company ), when it took over the ITV transmitter network (IBA privatised as NTL), then started gobbling up all the smaller mis-mash of cable operators in a race with Telewest. So you can see how it became a bit of a circus.

mrs_scrooge

My saga to get my my second TV box working still goes on!

3rd visit by engineers this week and 6 hours after they leave both boxes and my BB pack up ie I am in an even worse position than before they arrived!!!!!In utter desperation husband opens box outside house and unconnects and reconnects some cables. Result...BB and one box working, enough to keep us going until they come back (sigh).

There is more I could tell you about their incompetance but I'm getting past it all. I've gradually been worn down although I will write to the top bods at some stage. Trouble is with a company this bad will it make any difference?

PS. August bill due anyday.....I'll be amazed if it's correct.

sjarman

Have finally got out of my Virgin Media contract (£20 bundle one) after 5 months of the most atrocious customer service I've ever encountered in broadband/digital TV land. 3 different VM engineers dicked about with my connection, all messed up badly.
Ringing the IT helpline just resulted in me paying 25p/min to listen to people reading from a card and/or giving conflicting information;
On Demand service freezes regulary;
Maintenance helpline is never up to date or incorrect;
Wasted 3 days of annual leave waiting for an engineer who never showed;
Despite writing in (registered letters) and numerous calls they claim never to have received my complaints;
Highest internet speed ever was 0.97 Mb (and this is cable!)
Only got resolved today as I cut corners and got hold of an email address from a VM employee in their legal dept;

Managed to negotiate a notice period, no fees levied for ending contract early and phonecalls to be reimbursed.

So glad that in a few weeks time all the VM paraphernalia will be removed from my flat - I would advise any new customers to stay well clear!!

C_Ronaldo

sjarman wrote: »

Have finally got out of my Virgin Media contract (£20 bundle one) after 5 months of the most atrocious customer service I've ever encountered in broadband/digital TV land. 3 different VM engineers dicked about with my connection, all messed up badly.
Ringing the IT helpline just resulted in me paying 25p/min to listen to people reading from a card and/or giving conflicting information;
On Demand service freezes regulary;
Maintenance helpline is never up to date or incorrect;
Wasted 3 days of annual leave waiting for an engineer who never showed;
Despite writing in (registered letters) and numerous calls they claim never to have received my complaints;
Highest internet speed ever was 0.97 Mb (and this is cable!)
Only got resolved today as I cut corners and got hold of an email address from a VM employee in their legal dept;

Managed to negotiate a notice period, no fees levied for ending contract early and phonecalls to be reimbursed.

So glad that in a few weeks time all the VM paraphernalia will be removed from my flat - I would advise any new customers to stay well clear!!

virgin media may not be the same with all new customers, we've had no problems at all