Virgin Broandband Warning

malc_b

Those looking to switch to Virgin fibre may want to consider their customer service. Virgin have a facebook page that has a lot of disgruntled customers.


My son is with Virgin for phone and broadband and pays a lot for the fastest speed. A couple of times his phone has failed in that you phone and it says that the phone is busy when it is not. You just can't get through. When he tried to call out he notices this but mostly he uses his mobile. Usually I notice it first when I try to call him on him landline for a chat. Each time is takes some days to get this fixed.


Then Sunday (27/5) broadband and phone stopped working altogether. Virgin status said it was a known fault and broadband would be fixed tomorrow and the phone the day after tomorrow. It has, literally!, continued to say that for over a week as the fix estimate had changed over 16 times. It gets with a couple of hours of the fix then the fix time changes, almost as though it was just a script running and nobody was actually working on the problem! Certainly nobody can say what exactly the problem is, or give a reasonable estimate of how long it will take to fix.


You might like to consider this level of customer service when choosing a broadband company, or even a phone company as he's been without a landline for over a week too.

[Deleted User]

I could start multiple threads up just switching Virgins name for every other supplier out there. Stuff happens, there's an awful lot of Virgin customers so they must be doing something right. That said I've spoken to their foreign based agents a few times via work and I just lose patience eventually with them and tell them to put the customer straight through.

DCFC79

No issue with Virgin for me although I will reconsider this when I move, just depends what deal I can get.

malc_b

Coming for TWO WEEKS without broadband or phone line. Perhaps I should start a poll - what is the longest any phone or broadband company has taken to fix a problem and left someone without a phone or broadband.

Virgin say they are working very hard but frankly if you can't fix a problem in two weeks that is not working hard in my book. If it is a major cable break then how long does it take to dig up a road and fix it? What can't they run a temporary route around the problem or set up a reduced service to at least give something. Too much money on adverts and not enough on engineers IMO.