What’s happened to Virgin Mobile's excellent customer service?

EileenH

I’ve had to ring Virgin Mobile customer services several times over the past month and each time had to wait ages to get through (between 10 to 25 minutes) and on 2 occasions they said they would get someone to ring me back the following day but they didn’t. My emails are also taking 2 to 3 days to get answered. I’m very surprised at this because they are usually very good. When I asked why it was taking so long they said that they were very busy and they were also training up new staff. Has anyone else noticed that the service has deteriorated?

quietheart

This one jumped out at me. I've had Virgin mobiles since they started mainly because of the customer service. It's always been great. My last order took over a week to arrive (when they promise next day delivery) and they delivered it to completely the wrong address, I waited on average 25 minutes and had to phone 6 times, each person promised to call back but didn't. It was a totat farce. I won't be using them in the future.

pricefighter

Yes their time to answer has become appalling.

If you have to call them dont use the expensive 0845 number.You can get through between 8.30 and 5.30 on 01225 895 555.

john-306

They promised to call me back the next day twice last month and true to their word they did so I'm one who cannot complain.

BTW, why bother with their 0845 or 01225 numbers when you can call 789 on your mobile for a flat rate of 10p no matter how long the call.

pricefighter

john-306 wrote:

BTW, why bother with their 0845 or 01225 numbers when you can call 789 on your mobile for a flat rate of 10p no matter how long the call.

Because if you use 1899/18866 and ring the 01225 number you can speak to them for as long as you like for 3p.Every little counts .

derrick

pricefighter wrote:

Because if you use 1899/18866 and ring the 01225 number you can speak to them for as long as you like for 3p.Every little counts .

If you use Voipcheap,it costs 0p for as long as you like (if credit on the account)

jaffa30

Hi

I had to ring them last week as my voice mail is playing up ( i cant use the number 1 button to access it ).

They said after waiting 30 mins to use 222 and that would sort it out.
Needless to say it aint but i can still get the voice mail via 222.



Jaffa

EileenH

I rang the 0845 number in the evening for 1p a minute (via BT 1280 over-ride) not expecting to be on long enough to incur the 10p charge I would have paid from my mobile but it ended up costing me 25p. The next time I rang from my mobile but after being on hold for 10 minutes I disconnected as I had an appointment. I rang again later that evening again from my mobile and even though I didn't speak to an adviser the first time I was charged 10p for both calls.

pricefighter

derrick wrote:

If you use Voipcheap,it costs 0p for as long as you like (if credit on the account)

But dont you have to have broadband .

derrick

pricefighter wrote:

But dont you have to have broadband .

Yes but it is still an option

headintheclouds

I've always been impressed with Virgin's customer service and I still don't have any complaints about the way their staff have dealt with me - always pleasant and courteous. Had to exchange my faulty 'phone last week and they messed up the delivery so that it came on the wrong day and no-one had told me that I had to leave my old 'phone for the driver to take, so he wouldn't leave the new one (may be obvious, but they didn't tell me). Called them back and got through v. quickly (mid-morning when it didn't seem busy), and they offered me £10 credit for the inconvience caused. If you have problems they do seem very concerned to sort them out, so maybe worth asking for a goodwill gesture - although I didn't even ask!