Virgin Media Broadband and Poor Customer Service

shiftypowers196244

Hi, Can someone please give me advice with really bad customer service I am getting from Virgin Media. I use to have the Full House package with broadband download speed of 100mb+ but due to the contract ending and the really high costs I switched to only broadband up to 50mb download speed. So I changed my contract/service and I am now only getting 4-5mb download speed and it is terrible even though promised up to 50mb. Stupidly I didn't get the virgin phone line as well and I only have a work mobile. I have complained 7 times now through Virgin messenger and each time promised a call back from technical services within 48 hours to resolve the issue. No one ever calls and I just complain again on messenger and  I get the same promise 48 hour call. Today I complained after a month of this going on and I have been now told I need to call technical. Well I cannot call them as I do not have a virgin line and I cant use my work mobile unless I want to get sacked. Additionally with Covid 19 I can't just go next door to a neighbours or family members and use their phone? Can anyone advise me what I can do, I begrudge paying for this when one I am not getting what I paid for and the customer service are just rude and unhelpful.

JJ_Egan

You have picked the Covid months for it all to go wrong .

Is this speed measure over wifi ??

shiftypowers196244

No the connection is through a wired connection and not wifi. I use to have Full House contract from them and I had 100mb+ download without an issue.

cranford

Don't know how you are going to solve this without a phone and  don't know if its any good but during the last few weeks VM have been running a text help service.
"Simply text us your query for free on 07533 051 809 ^ between 7am and 11pm Monday to Friday, 8am and 8pm Saturday to Sunday and a member of our team will be happy to help. It’s quick, convenient and if you text outside our opening hours, our team will pick up your message when they are back in."

Agentmatt

DON'T use the text service.  Over the last 3-4 weeks I have been trying to just get a simple broadband upgrade and have had nothing but issues with getting someone at VM to do anything.  I tried the Text service and got some person who didn't read what I was saying and just tried to hard sell me a bigger package that I do not need.  They even offered me money to take the bigger deal  (is that not a bribe?).  The last person I talked to over the phone said they would get it sorted and said they would give me a discount, but as expected with VM they "can find any records of that".  I even used the VM community forum, but that ended up being a total waste of time.  I'm now trying to find a direct route to their complaints team or Cancellation team. 

I've been doing customer service for over 20 years. If I offered the same service as VM I would have been fired years ago. The customer is giving them a service by paying their high bills everything month without fail.  So why should we not get the same service in return.  Old Richie Branson should be held accountable for what he's do to this company.  Before he took over I had no issues at all.  

JJ_Egan

VM  Liberty   Global Media are the owners since 2013 .

But i agree  many in CS are bad at the job .

Agentmatt

Should have seen this coming.  Just go an email from VM to say my monthly Bill will now be £80.  Up from £69.  All I've been trying to do is upgrade my internet speed for an extra £4 a month (£72) (for the last 3-4 weeks) and I get an email saying I now need to pay more.  Now trying to get hold of someone to sort  it out or at least cancel my account.

Robert14

The Covid crisis has made a poor customer service even worse. I spent the best part of yesterday trying to contact the VM cancellation/retentions team, and gave up in the end. Impossible to get through on the telephone, they text you a link to the help pages which takes you  back to the "Contact Us" on 150 phone number again!

Tried the text message route, wasted hours here repeating the same request and answering security questions. Eventually the "computer says no" to my password, so I tried again to request a password reset. The advisor told me he had to leave his desk (working from home?) for half an hour and would get back to me......still waiting!!!.  The system then had the audacity to send a BOT customer service survey....how did we do today?  

We can all make allowances due to the crisis BUT this does not excuse this level of poor performance. In the words of Hotel California "You can check out any time you like but you can never leave"......

  

  

  

  

 

soolin

I am having severe problems with my broadband with it dropping out constantly though the day. Was originally told it was an in going issue locally but they sent an engineer who said there was an ongoing problem and that he would come back 2 days later with wi fi extenders.

He didn’t turn up so I made an official complaint. 10 days later I get a snail mail letter saying that they had tried several ways to contact me without any luck so assume I have resolved my issue. They did give me a text number and a code and said if I still needed help to text them the code- I did and it bounced back three times.

I phoned and complained again and they checked the records and said they cannot see that any attempt was ever made to contact me, and they confirmed they had my correct email, phone number etc. Promised a call back in 48 hours and 8 days later I am still waiting.

i am also expecting another snail mail letter explaining how they can’t contact me .

The internet runs so poorly at some times in the day that my Ring doorbell is all but useless and we can’t use things like YouTube on the smart TV. 

All this for £44 a month 😕

[Deleted User]

soolin said:

I am having severe problems with my broadband with it dropping out constantly though the day. Was originally told it was an in going issue locally but they sent an engineer who said there was an ongoing problem and that he would come back 2 days later with wi fi extenders.

He didn’t turn up so I made an official complaint. 10 days later I get a snail mail letter saying that they had tried several ways to contact me without any luck so assume I have resolved my issue. They did give me a text number and a code and said if I still needed help to text them the code- I did and it bounced back three times.

I phoned and complained again and they checked the records and said they cannot see that any attempt was ever made to contact me, and they confirmed they had my correct email, phone number etc. Promised a call back in 48 hours and 8 days later I am still waiting.

i am also expecting another snail mail letter explaining how they can’t contact me .

The internet runs so poorly at some times in the day that my Ring doorbell is all but useless and we can’t use things like YouTube on the smart TV. 

All this for £44 a month 😕

Can't you get a Openreach based line? 
Sounds like they are unable to meet their contractual obligations to me... 

Skylite

Disgusting point of sales. I phoned asked about upload rather than download speeds and the caller 'Raymond' lied three times and changed his story from 108 to 30x faster than BT then to 10mbs. He would not listen and proceeded to what deal have I seen! 

I hope Virgin Media record their calls - there is no way that I will be using this sort of service where staff lie at sales! When I asked why he was lying, and called him out, he turned the call off - Virgin media Disgusting Sales  - thank goodness I don't have to go through after care!