Virgin Media - getting it resolved

missgone

I've just switched to Virgin Media from Tiscali, I have the phone and BB package - I got the 4mb internet connection which is supposed to be equivalent to 10mb on Tiscali.

Engineer was lovely, on time and polite. Unfortunately I couldn't connect via the CD Rom he left me so spent a couple of days talking to various guys in India - although they said as I was a new customer they would reimburse the cost of my calls. All I can say is I'm glad I wasn't working this week as I would never have got it sorted. At one point I spent over an hour on the phone to an engineer at VM's expense (he was patient and finally got it sorted) It also took me a few days to get the free voicemail on my phone sorted, but finally all has come together ok (touch wood!)

On the whole I'm glad I switched. I get free local calls for a year on the special offer they had, plus moving from phone line to cable has improved the quality of my calls 100%. And the free voicemail is a bonus because I hate my old digital answer machine. Only problem I have is my html editor (Frontpage) cannot publish to their server, probably because I have a new IP address.

But I can appreciate it's so frustrating trying to get technical help especially when you've got to go to work and don't have the time. To be honest the technical support from Tiscali and Virgin Media are pretty much the same. They do go through the motions, read from scripts and often then don't have an answer and have to "get back to you".

sjarman

C_Ronaldo wrote: »

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

You sound suspiciously like a Virgin Media employee. Besides, this is the 'vent' part of the forum.

Off the reocrd, even Virgin Media engineers told me to stay well clear! Since the merger/acquisition with NTL/Telewest, VM is losing money and customers by the bucketload. Hence the sudden 25p/min 'technical' (and I use that word in the loosest possibly way) phoneline, rising even to £1/min.

I've worked in customer service all my working life and have organised callcentres in the past; never had such bad service. A simple bit of research on the internet will show you I was not the only unhappy or frustrated customer.

dangeroussports

Richard Branston has made a packet out of people. Hes made money out of you too!

He makes a nice pickle too!

T'da

dc

I repeat, your quality of service depends where you live, so please say where you are, to help highlight the worst areas.

Their home visit/installation "engineers" are sub-contractors like SKY, so are not VM employees.

samuela66

Hiya,

We have just rejoined Virgin after moving home and we opted to pay £150 for the V+ box, does anyone know if we are still entitled to the box you get when you join, as I could use this upstairs.

thanks
Sam

rainbowangel

Hi number to contact VM for customer services is FREE PHONE 0800 9535353. Can call free from any landline. I've been a customer for year and never had any problems. I've just got another good deal this morning for £10 pcm 300 texts and 300 mins.

dc

samuela66 wrote: »

Hiya,

We have just rejoined Virgin after moving home and we opted to pay £150 for the V+ box, does anyone know if we are still entitled to the box you get when you join, as I could use this upstairs.

thanks
Sam

I use the original box upstairs and it was part of the deal when they supplied in Jan 07.

Worth a try, connecting it up as second box first without asking them as it may be still activated.

jo1972

I'm not even going to bother to write down the problems I've had with VM as I've just about had enough of it, the problem is that from my previous experience Sky were just as bad so practically on a daily basis I want to ring VM up and tell them to stuff it but I don't want to deal with Sky either, so a case of put up and shut up for me unfortunately!!

C_Ronaldo

sjarman wrote: »

You sound suspiciously like a Virgin Media employee. Besides, this is the 'vent' part of the forum.

Off the reocrd, even Virgin Media engineers told me to stay well clear! Since the merger/acquisition with NTL/Telewest, VM is losing money and customers by the bucketload. Hence the sudden 25p/min 'technical' (and I use that word in the loosest possibly way) phoneline, rising even to £1/min.

I've worked in customer service all my working life and have organised callcentres in the past; never had such bad service. A simple bit of research on the internet will show you I was not the only unhappy or frustrated customer.

i not a VM employee, ive not had any problems with VM,all i said was that it may not be the same for all new customers,

Infidel

VM taking the pish again :mad:

I cancelled my services with them 3 months ago and arranged for them to come and pick up my set top box on the agreed day (end of May).
They didn't turn up on the actual day even though i waited in for them all day and evening too. Then phoned them and said they hadn't turned up and they said they'd call back (never did).

So, cue this morning where i get a letter through the post informing me that 'I have not returned my set top box (Cheeky ****s)' and if i do not return it i will have to pay a £250 charge or face the usual court/debt collection threats.

So according to them it's more or less my fault that they didn't turn up. :rotfl:
Seriously, how can such an inept bunch of retards like Virgin Media have the nerve to call themselves a business?