Virgin Media Customer Services, what a joke!

Grandmasu

I have been a customer of Telewest now Virgin for several years and up to now have had no problems. However having recommended their service to a friend five months ago I am furious that I have not been credited the £50 promised despite the fact my friend has been paying by direct debit since installation.

After long sessions on the phone with various departments I am told I am NOT entitled as I had not made the initial phone call!!! My friend had been told I would automatically be credited.

On the 1st October I and my friend sent an email with the facts and account details, I received an automated reply saying would hear from them but there may be some delays due to a busy period. On 10th October emailed asking when I might hear only to receive another identical automated reply. I am STILL waiting!!!!

roddydogs

derekacorah wrote: »

shut up fool,virgin is """",sky is great,virgin has less channels and you cant pause live tv or record channels,get sky plus people!!!

Thats funny, i manage to do that quie well with my V-Box, can record 2 channels whilst watching another, and dont pay any extra for the box, or to watch HD
PS complaining to Watchdog is a waste of time, they only want things they can turn into a "Humerous" item, nothing actually gets done!:o

BillScarab

roddydogs wrote: »

Thats funny, i manage to do that quie well with my V-Box, can record 2 channels whilst watching another, and dont pay any extra for the box, or to watch HD
PS complaining to Watchdog is a waste of time, they only want things they can turn into a "Humerous" item, nothing actually gets done!:o

Yep, V+ is significantly better than Sky+ as it has 3 tuners instead of 2.

How do you get a V+ for nowt though? I thought it was £10 a month, that's what we pay for it anyway.

Horace

dogcat wrote: »

I'm with Virgin Media since they took over from Telewest. I'm NOT impressed. They have taken away channels, it's so unfair. When you originally sign up for a package, that's what you should be getting, if they take channels away you should get a refund off of your monthly bills surely? I'm thinking of going elsewhere, anyone got any idea's?

I agree - I had been watching the Crime channel since I took up with Telewest now it has been moved and I cannot access it unless I pay megabucks. I have asked VM what channels are included in my starter package but as they don't do that package anymore because it was a Telewest thing they can't say. However, I have noticed that I can watch the Discovery Channel but not Discovery Channel +1 but that's their mistake not mine so I'm not complaining. One other thing, I love the Bravo channel and when I asked if I had to subscribe to a higher package to get that I was told No as it is included in the starter package. It is all very confusing.

Complain to Watchdog -the more people that complain the better.

Mr_Frugal

Debaal wrote: »

I then requested a copy of the telephone conversation as it was, according to him, being recorded, to which he stated that I would not be allowed, nor could I receive details of notes on my file.

I should ring them back (if you have the strength) and challenge them on this as they HAVE to provide you with any recordings they have of you and any of their notes on you (they are allowed to levy a fee of no more than £10 for doing so but that is optional) - and that is as per Data Protection Act.

I had reason to challenge them and asked for a copy of my notes (only about 4 weeks ago) and was given an address to send a letter of request plus a cheque for £10 to in order to have a copy sent out to me.

Would agree with ALL sentiments here - Virgin are the most annoying company to have to deal with and would not know Customer service if it bit them on their back side.
I often open the "Vents" board as a bit of fun just to see if I can get to page 2 without seeing a mention Virgin Media (and have only ever made it once). Try it ! They must be the most complained about company and yet they do nothing about it !!!!!

darwin-rover

Mr_Frugal wrote: »

I often open the "Vents" board as a bit of fun just to see if I can get to page 2 without seeing a mention Virgin Media (and have only ever made it once). Try it ! They must be the most complained about company and yet they do nothing about it !!!!!

Virgin Media is at least 4 major companies rolled into 1 , with different systems that have to be sorted out , consolidated etc.
UKs largest ISP , second largest phone provider , second largest pay-TV provider , they're bound to have some problems .
Most complained about company ? I think BT and British Gas are way in front !

Mr_Frugal

darwin-rover wrote: »

Virgin Media is at least 4 major companies rolled into 1 , with different systems that have to be sorted out , consolidated etc.
UKs largest ISP , second largest phone provider , second largest pay-TV provider , they're bound to have some problems .
Most complained about company ? I think BT and British Gas are way in front !

It's very interesting to note how you always seem to jump to Virgin Media's defence (I have noticed you pitifully trying to defend on several occasions now).
I take it you are an employee (one of the spineless Managers perhaps ?)
Are you that ashamed of the company that you dare not admit that you work for them ???

I find it amusing (yet typically VM arrogant) that you try telling the customers that they are wrong and that their experiences (en mass) count for nothing and that we are all wrong as you are clearly fabulous (try listening to your customers once in a while as opposed to burying your head in the sand) !!!

I also find the fact that you try to use the excuse of the size of the company and all the balls it is trying to juggle (unsuccessfully) to explain away the woeful Customer Service this sham of a company offers !
I used to work for Britains biggest retailer (who absolutely dwarf this shower). They are famed for going in to all different markets (ie food retail, electrical retail, internet trade, insurance, banking, ISP etc etc) yet whilst they are not perfect, if one of my members of staff were a tenth as bad as VM's staff I would have dismissed them on the spot !

Lastly, whilst as a previous customer of both BT and British Gas I would agree that their service is poor, I can assure you (having experienced all 3 companies) that Virgin Media has SIGNIFICANTLY worse Customer Service than the two of them put together !!!!!
Virgin Media have become famed (for all the wrong reasons) for their Customer Service. It seems to be common place for people to refer to Virgin Media as the yardstick of how bad it can get (ie if I had a pound for every time I have heard someone say "at least they are not as bad as Virgin" I would be richer than Branson !!!!!)

Isn't it time you woke up and smelt the coffee. Try listening to your customers !
Surely you can't believe everyone else is marching out of step and you are the only one in step ??????

roddydogs

BillScarab wrote: »

Yep, V+ is significantly better than Sky+ as it has 3 tuners instead of 2.

How do you get a V+ for nowt though? I thought it was £10 a month, that's what we pay for it anyway.

Back in march, if you opted for the VIP pack, the box was free, the second (original) box moved to 2nd room free.£85PM this is BB,phone,Full TV pack.they change all the time, see "Cable Hell" website, Then they gave £10 pm off for 6months beacause of the loss of Sky 1.

shandypants5

I called the broadband helpline several times recently to try and find out why my internet drops out all the time... on all occasions I was told there was a temporary "outage" in the area and refunded the cost of my call.

But this happens every day I replied... you need to call us when it happens so we can log it, I was told...

All 5 phonecalls were to a different person with a very strong Indian accent
When I asked where they were based I was told Glasgow...!!???

after getting no joy from CS (another 20 min call!!) I asked to be put through to dissconections.. and was promptly cut off!!!!!

To be continued.....

darwin-rover

Mr_Frugal wrote: »

It's very interesting to note how you always seem to jump to Virgin Media's defence (I have noticed you pitifully trying to defend on several occasions now).
I take it you are an employee (one of the spineless Managers perhaps ?)
Are you that ashamed of the company that you dare not admit that you work for them ???

I used to work for Britains biggest retailer (who absolutely dwarf this shower). They are famed for going in to all different markets (ie food retail, electrical retail, internet trade, insurance, banking, ISP etc etc) yet whilst they are not perfect, if one of my members of staff were a tenth as bad as VM's staff I would have dismissed them on the spot !

Learn to read . I live in Northern Ireland , VM have no sites here . If you read my profile you'd see I'm a civil servant ie. I dont work for the private sector .

If you dont like the service there are over 200 ISPs in the UK .

Pretending to be a manager for Tescos - shameful .

My internet connection is quite good - hows yours ?