p2daz
28-10-2007, 10:33
Hi All,
As you can see this is my first post - mainly to rant about the shocking service from intitially NTL then kept up by Virgin media.
I have been a cable broadband customer for as long as i can remember since the diamond cable days and never had problems like i have had in the last 2 years.
It started off just under two years ago when i did a speed check ,I can't remember the connection I was on but it was testing significantly lower than it should have been for a few weeks.
After countless calls - it was sorted (never got compensated though).Another year followed with numerous issues ( abeit minor) but i was so annoyed at NTL's CS that i phoned to cancel my telephone and broadband.
Funny how they do everything to help then isn't it? I went ahead and cancelled the phone ( cheaper deal with BT) but they offered me a 12 months deal of ₤12 for their 20mbit connection - so I jumped at the chance..BIG mistake!
For the last 12 bills I have spent literally hours on the phone correcting a wrong bill - each time to be told "it won't happen again - we're so sorry".
I'm sure they got their money back from me spending so long on their local rate CS line.
SO, a few weeks ago I got my latest bill ₤103!! which was 2 months full price , 2 lots of direct debit penalties (don't get me on that one)and a fine for late payment!!!
I phoned an offshore callcentre (that was polite) to get them to drop the package to the lowest -I spoke to a chap and he put me on hold for 20 minutes then I got cut off.
I called straight back to spend a total of 1 hour on the phone before I'd had enough and had to go out.
The next night I phoned up to sort it out and spent an hour on hold! Now instead of dropping the package I was intent on cancelling everything.
When i eventually got through to someone I informed them that i wanted to cancel the account - no messing about - just cancel it, when they asked why i ran off all the above reasons - she just said OK but you'll have to settle the account first - no problem - i'll do it now, I was put on hold for 30 mins until another CS Numpty answered, i told her i wanted to settle my account to be told that the last bill was wrong ! Unbelievable!
So in 30 days time I will no longer be a Virgin Media customer - I can't fault the actual product in fact I know that I will have more trouble with adsl in the future but NTL/Virgins Customer Service is appalling.
Straight after cancelling my Virgin account I got straight onto Sky, got sorted out with an (up to) 8Mbit connection for ₤5 as opposed to Virgins (up to ) 2Mbit for ₤4.50. with a free wireless modem/router - all sorted within 20 mins.
As the Title suggests I may regret leaving Virgin solely for the product cable/ADSL - but I sure as hell will never go back to Virgin unless someone can guarantee a better Customer Service -Service being the operative word here!
Sorry to rant on especially as it's my first post but it does feel better to get it off my chest - Thank You..
As you can see this is my first post - mainly to rant about the shocking service from intitially NTL then kept up by Virgin media.
I have been a cable broadband customer for as long as i can remember since the diamond cable days and never had problems like i have had in the last 2 years.
It started off just under two years ago when i did a speed check ,I can't remember the connection I was on but it was testing significantly lower than it should have been for a few weeks.
After countless calls - it was sorted (never got compensated though).Another year followed with numerous issues ( abeit minor) but i was so annoyed at NTL's CS that i phoned to cancel my telephone and broadband.
Funny how they do everything to help then isn't it? I went ahead and cancelled the phone ( cheaper deal with BT) but they offered me a 12 months deal of ₤12 for their 20mbit connection - so I jumped at the chance..BIG mistake!
For the last 12 bills I have spent literally hours on the phone correcting a wrong bill - each time to be told "it won't happen again - we're so sorry".
I'm sure they got their money back from me spending so long on their local rate CS line.
SO, a few weeks ago I got my latest bill ₤103!! which was 2 months full price , 2 lots of direct debit penalties (don't get me on that one)and a fine for late payment!!!
I phoned an offshore callcentre (that was polite) to get them to drop the package to the lowest -I spoke to a chap and he put me on hold for 20 minutes then I got cut off.
I called straight back to spend a total of 1 hour on the phone before I'd had enough and had to go out.
The next night I phoned up to sort it out and spent an hour on hold! Now instead of dropping the package I was intent on cancelling everything.
When i eventually got through to someone I informed them that i wanted to cancel the account - no messing about - just cancel it, when they asked why i ran off all the above reasons - she just said OK but you'll have to settle the account first - no problem - i'll do it now, I was put on hold for 30 mins until another CS Numpty answered, i told her i wanted to settle my account to be told that the last bill was wrong ! Unbelievable!
So in 30 days time I will no longer be a Virgin Media customer - I can't fault the actual product in fact I know that I will have more trouble with adsl in the future but NTL/Virgins Customer Service is appalling.
Straight after cancelling my Virgin account I got straight onto Sky, got sorted out with an (up to) 8Mbit connection for ₤5 as opposed to Virgins (up to ) 2Mbit for ₤4.50. with a free wireless modem/router - all sorted within 20 mins.
As the Title suggests I may regret leaving Virgin solely for the product cable/ADSL - but I sure as hell will never go back to Virgin unless someone can guarantee a better Customer Service -Service being the operative word here!
Sorry to rant on especially as it's my first post but it does feel better to get it off my chest - Thank You..