New Virgin Media customer - thinking of switching back to Sky!

dontmess666

Having just signed up to Virgin Media for landline, mobile, TV and broadband just days ago, now thinking of ditching them and moving back to Sky due to their diabolical customer experience.

Attempting to port my old mobile number to Virgin mobile, using PAC providing by previous provider and yet struggling with Virgin Media's shameful elusive customer service: 

1. A welcome pack which refers me to a web link which proceeds with a registration process that fails.
2. A '789’ helpline to attempt to speak to an advisor, but EVERY single option I select ends with a message asking I press ‘1’ for an automated text message link to your website and then hangs up.
3. Trying to circumvent by routing through broadband options, and placed on hold for half an hour
4. Then passed through to a call centre where advisor struggles to understand my simple request to port my mobile number across.

All in all, over an hour wasted from what should be a simple process.

Virgin Media might be more competitive on offers, but certainly doesnt match with Sky's customer service levels!

olgadapolga

Trust me, Virgin CS doesn't get any better, even after you've switched over to them . . . 

photome

I have always found Virgin customer service to be ok.  Usually get through on the phone quickly and their cable broadband is way better than sky, so maybe persevere 

Morgan974

I am also new to Virgin Media, having been with Sky for almost 20 years. I’m appalled by how poor their product is. Broadband is shockingly slow. I’ve messaged them 7 times, I’ve called but am told they are closed. I am now outside of the cooling off period because I have been unable to contact them. I’m tempted to cancel the direct debit and force their hand. I wasn’t the whole thing cancelled. Never should have left Sky 

Morgan974

dontmess666 said:

Having just signed up to Virgin Media for landline, mobile, TV and broadband just days ago, now thinking of ditching them and moving back to Sky due to their diabolical customer experience.

Attempting to port my old mobile number to Virgin mobile, using PAC providing by previous provider and yet struggling with Virgin Media's shameful elusive customer service: 

1. A welcome pack which refers me to a web link which proceeds with a registration process that fails.
2. A '789’ helpline to attempt to speak to an advisor, but EVERY single option I select ends with a message asking I press ‘1’ for an automated text message link to your website and then hangs up.
3. Trying to circumvent by routing through broadband options, and placed on hold for half an hour
4. Then passed through to a call centre where advisor struggles to understand my simple request to port my mobile number across.

All in all, over an hour wasted from what should be a simple process.

Virgin Media might be more competitive on offers, but certainly doesnt match with Sky's customer service levels!

If you can, get out now. Sky will welcome you back with a good deal.

dontmess666

I suppose I'm within the 14 day cooling period, so could cancel. Trouble is Sky are offering the a quarter of the broadband speed for the same price.

What price would you put on good customer experience?

JJ_Egan

 (What price would you put on good customer experience? )

is that before or in covid or after covid .

Sorry nothing working as it should and i accept that across many walks of life .