Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Because the customer is the last person that concerns them.
Nothing has changed with the rebranding, the same people under NTL are still there.
Another word or two even could be " Groundhog day "

---------- Post added at 14:56 ---------- Previous post was at 14:54 ----------


Same here, although vm try convincing me I have my maths wrong lol.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

I think VM/NTL actually got worse under the rebrand.

The 'hip' stance of Virgin makes me sick anyway.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Just bare this in mind...


Customers remember bad service and are more likely to talk about it than if they've had no problems and a generally good service..

AND

lets face it...a lot of people just like to moan! lol

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

If customers are paying money they have every right to moan if things go wrong :)

Lets face it, if you have a bad month and cant afford to pay VM, they certainly moan at you. Only difference is, if you do something wrong (or do not pay the bill the way that suits THEM) they generally fine you.

Ahh, big buisness... gotta love it

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Ive got no problems with being moaned at... but the poster of this thread wants to know why people say VM is rubbish...lol

and in reference into paying to bills the way it suits VM, that's pretty much the way it should be, we give you TC's to adhere to prior to agreeing the contract, so if you don't adhere to them charges are justified (i know millions would disagree with me).

=]

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Ahh but as we all know the charges are not justified.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

If you sign a contract agreeing to the terms and conditions that outline the situations in which you would be charged, the charges would be justified.

Obviously if they were just random charges that were not advised in the contract VM wouldn't have a leg to stand on, but seeing as they are in the TC's its kinda the other way around...

the customer is responsible for any charges incurred onto their account.

For example: Pay on time and your bill will come in as you expected.
Pay late, get £10 late payment charge slapped on the bill...


I agree the charges are high...but you agreed the contract!

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Yeah, Virgin have lost my general 'liking'...since they took over, they opened offshore call centres, completely stopped listening to what the customer actually would like from their service and charged more. The V+ stb was just to draw people in, it's proven more unreliable than useful, probably due to cheap parts...and with opening offshore call centres they get rid of UK staff, making it impossble for customers to have faults fixed/bills corrected with people reading from scripts.

What a wonderful company to get your services from!

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

I don't think they opened them, I think they inherited them from NTL.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

The main thing Virgin took the centres aboard was its cheaper and too move em back the board would have to see a cost effective reason forget about customer views they wont listen

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

That does not make it legal for the thieves to take £10 from a customer, and if it was challenged in court vm would end up with a large bill and having to rewrite its t&c's.
There is such a thing as an unfair contract you know?

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

It doesnt make it illegal either. As such with it openly stated in their T&C, Id say at the moment, it was very much legal.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Couldnt have put it better myself!

If you dont want to pay extra charges don't sign the contract agreeing to them!

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

So why did the banks lose?

Sorry but you are wrong.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

The banks havent lost and even if they had, dont you think a company like Virgin would put right its T&C's.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

They had to justify the charges. They couldnt.

http://news.bbc.co.uk/1/hi/business/7364422.stm

Can VM Justify £5 a month for not using DD?

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

The correct terms for these charges are they are not illegal but unlawful however these charges are outlined in the terms and conditions so you have to pay them.

If you pay late you should be charged, the DD charge I cant justify as I dnt see how it charges vm that much unless they are count our wages in the charge as we get paid to take payments

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

No matter what way you dress it up, the charges are not illegal, if they were, then people wouldnt be still getting the charges on their accounts.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Well funds have been a bit tight this month, as ive had to purchase a new motherboard and PSU, so something had to go unpaid this month, it had to be the Virgin Media bill (XL Broadband + XL TV).

I havent been cut off, which I was expecting, Virgin just seem to rollover the bill albeit it with a £10 late payment fee, which im very HAPPY to pay.

I will simply pay the bill on payday, which is next week and job done, now theres not many companies that would leave all your services connected for a month if you didnt pay, so well done to virgin there.

:)

So no Virgin arent rubbish imo.

STM takes a bit of getting used to tho, but im sure ill adapt :D

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Yea...enjoy not being allowed to use your connection properly until your asleep :p:

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

I had a b in my bonnet at first, but for the amount of Linux ISOs I download and the price I pay for my broadband it aint half bad, when compared to the ADSL offerings I would get being miles away from the Exchange, id be lucky to get 2MB!! so 5MB when shaped aint half bad :D

Each person has to weigh up the pros and cons, shame im too far away from the exchange to get BE tho ;)

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Unfortunetly VM now has more cons than pros...too expensive, it's effectively a 5Mbit connection with 20Mbit speedbursts when your in bed.


I'm 2 miles from my exchange and get 14/2.5 ;)

Alot cheaper than VM as well in the long run..and can download/upload as much as i like.

And a 25/25 connection at home, never had it so good :D

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

According to u that wont last long Trax

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Yes I could see bursts while youre in bed could prove problematic ;)

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

depends if theres a women in bed with you plus you aint met mr monkey yet lol

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Dirty minded people on here! :D:angel:

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

To answer your thread title............. Because they are ;)

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Sorry you are wrong.
Hospitals can and do be sued even though you sign a piece of paper.
If vm can demonstrate how they arrive at this unfair charge? but they cannot can they?
Shawty has a lot to learn too about unfair contracts, the fact that you sign a contract does not do away with your rights to challenge.
The banks are expecting to take a major hit due to their unfair charges, so why should vm not?
I see no reason if the charges were chalenged, but if people do not complain about being ripped off then vm will carry on the ripping off.

---------- Post added at 07:37 ---------- Previous post was at 07:33 ----------



Lets say VM increase the charge to £100?
Will you still be happy?
Atleast they didnt disconnect you !;)

---------- Post added at 07:39 ---------- Previous post was at 07:37 ----------


Some people just dont see the wood for the trees ;)

---------- Post added at 07:42 ---------- Previous post was at 07:39 ----------


But hey! its in the t&c's that the customer signed so its ok, its cool ! :erm:

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Virgin don't have to justify any other charge so why the the Late Fee/Direct Debit Failed Fee. Everyone knows they are there and how much they are. As with any other price Virgin have, if you don't like it, go elsewhere
I agree that it doesn't, but at the same it also doesn't absolve you of paying for the rest of the account. So even if you don't like a £5/£10 charge you can't not pay £30/£40 service charges or usage charges
Because at this stage, no-one has taken Virgin to court to challenge the charges. Until they do, you cannot say Virgin's charges are unfair. Even the banks charges have not yet been classed as unfair, just that they MAY be unfair and that whether they are or not can be investigated.

The £10 late fee is only added to an account the day the next bill is printed. Which is about 10-14 days after the due date of an account. So even if you don't pay the bill on time, you have to be very late to get the late fee. Which is reasonable.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

the £5 charge is the cost of bad debts, what VM and other companies have done is figured the average charge per customer evened out to service the unpaid bills is £5 and passed it onto customers who dont pay by DD.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Ben, who said anything about not paying a bill? certainly not me.
I like many others think any fee is unfair, that is my entitlement, as I say if vm can put in black and white how they arrive at the figure that may be a different matter,but can they? do they ? no they do not.
It does not cost what they charge imo, it costs a lot less than that, and the champagne guzzling branson knows that.

---------- Post added at 15:04 ---------- Previous post was at 15:01 ----------


So people who cannot pay by DD pay more than those who can?
Totally unfair imho.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

You can phrase it two ways. It is either

1) People who pay via D/D pay less than those who can't (just like people who pay D/D get cheaper gas, electricity, insurance and council tax than those who don't). So Direct Debit customer get a discount for paying that way.

or

2) People who don't pay via D/D pay more than those that can (just as they get charged more for gas, electricity, insurance and council tax than those that do). So non Direct Debit customers get charged for not paying via Direct Debit.

End result is the same. It is not just a Virgin thing, but a UK culture thing

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

The charges are not yet illegal, so we are talking about something that does not excist yet. So how have you come to the conclusion that it is an unfair contract, and more so if it is an unfair contract, why sign the contract in the first place.

---------- Post added at 16:15 ---------- Previous post was at 16:11 ----------

I wish people wouldnt moan so much. I pay my car insurance by DD and get charged more than I would by just paying it off. Thats life, its just the way business works. Im guessing any person who can afford the likes of digital TV and broadband can also get a basic bank account.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

The accountants will always find a way to get more money out of the customer. Fact'
The law will drag its heals for as long as possible, it always the way.Fact
DD or via the phone,credit card. someone will always pay more than the other.Fact.
we live in a country that will try by any means to get more out of you. regardless of service,goods.Fact
until someone with the money stands up and tries to change/question VM's practices. Nothing will change Fact.
so we have to live with it. unlucky :D

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Absoloutely...there is no right and wrong with this at the moment.

There are the facts that VM have these charges in place, and there are the people who wish to dispute them...

Lets face it if they were 'wrong' they would have been done away with some time ago.

That being said, i would like to see (if there is one) the official breakdown for the £5 PHC :p:

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

I have several things to say on this subject, firstly, l think that VM is second rate, and always will be for a company, they do NOT put the customer first, it is all about money with them, they waste so much, the reason that, l am still with them is that they are cheap, over the last THREE months, l have had lots of problems, with DD, with them, they have taken MORE money out of our account, then they should have done, when we spoke to CS, they say, we will take it off NEXT months bill, which by then, they make another mistake, they can't sort that one out, for example, we bought a V+box for £75.00, with no strings attached, they charged us £200.00, we spoke to CS, and they told us this was an admin error, and would take it off, the following month, they didn't, need l say more. it put us in an overdaft situation (which we got charged for).

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Sorry to hear you've had trouble...

They can amend your DD there and then for you if drawing the full bill amount is going to cause problems...

Also if you have incurred charges that you feel are the fault of VM then you can write to VM to request a refund of these charges. The address that you need is listed on the back of page 1 of your bill and is in swansea. If you include a covering letter and a copy of your bank charges these will be refunded and you'll even get a nice call to say sorry.

---------- Post added at 20:39 ---------- Previous post was at 20:36 ----------

I have to diagree on this point, though. VM have worked very hard on customer focus since the rebrand. Maybe its just your bad experience which makes you feel that way. Which is understandable.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

I don't think they put the customer first at all, 'virgin' may have worked hard on a 'rebrand' but IBM still make decisions that put the customer last.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

What has IBM got to do with Virgin?

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

IBM deal with some of our outsourced areas mate...such as Staff Accounts...and some other stuff!

They've got a contract with NTL for 3 more years as i understand it...

---------- Post added at 13:15 ---------- Previous post was at 13:14 ----------


I have honestly seen nothing to support this.

WE work very hard on customer focus.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

At the Albert Dock its Adecco working on behalf of IBM on behalf of Virgin, so IBM ha a lot to do with Virgin, Customer Services obviously are run differrently.;)

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

It is always the same, one company, can blame the other, all the companies are the same, VM should operate it themself, then these problems, would not arise, would they, l contacted Adecco, the other day for a job, that was advertised,, they have not replied, IF you have a Sky account, you deal with them directly, ONE company, if you have instals, that is done by contractors, the rest is Sky, if this is the case with VM, no wonder they have so many problems, if l get the same problem this month, l will do my nut, as the only person, making money will be VM, via mistakes.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

If you're still stressing over the issue you posted previously...take the advice i gave you in my earlier post and you will get your refund...

Also i see no blame being passed around within a company...just on CF! lol :)

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Yes but is IBM working for Virgin, not the other way around. If Virgin managment tell IBM/Addeco to do X,Y,Z then they have to do it

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Yea they're working for VM, although I have no idea as to the ins and outs of it all! lol

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

agreed, I posted why I believe they doing it but I defenitly dont agree with it.

VM eg. could make a online billing page where people can pay with debit/credit card over the internet, that method of payment has no costs then as they not ringing a operator.

---------- Post added at 16:15 ---------- Previous post was at 16:14 ----------

I think its fair to say without the generous retention deals handed out over the years VMs customer count would be abysmal.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

They already do. www.virginmedia.com/ebill. But even then, card processing fees do cost money

It is not just the operators/call centre agents that costs money, it is the payment processing fees, costs of sending reminder letters etc that costs. That is what the £5 covers

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

People will always argue these charges.

But they're here to stay, i honestly can't see them being overturned regardless of their excessiveness.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

BENmcr I can tell you a small business with volumes of under 10 payments a month doesnt have costs of £5 to process card payments and since these costs drop with volume VM will not have costs anywhere near £5 to process them.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

It's a dead issue if you ask me, the customer is (obviously) never going to like this charges but at the same time VM won't stop charging it...

Best case scenario for the customer is...at some point sombody takes VM to court and the court force VM to reduce the charge to whatever the exact charge is that they pay for the processing of payments, whatever that may be.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

How do you get people to sign up for Direct Debit?

Charge them if they choose to pay by any other means!

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

since virgin has taken over running telewest its a nightmare, i think virgin really needs to work on helpping the people that is keeping the company alive and paying the wages of the staff that work there.

and yes we are the people paying but we are NOT getting the service that we should be, dont you think if we was happy we would be posting these things, i dont think so as said earlier in this topic most people that are happy dont need forums like this.

Most people in life dont go round just saying things that are not true thats a fact of life but here you have so many saying the same thing since virgin has taken over running this its gone down hill and the service is S**T.

I for one have had nothing but problems since virgin has taken over when telewest was running things i did not have any of the problems i have now and i have been with then i think around 20 years from when it was cable london.

i have written 5 complaints and as of yet have not had one reply, i make phone calls to them and get told things and the people dont even write notes on the system how they should. i get told i will be called back and no one calls me back, and this is just a little of it.

If virgin wants to come out of the RED and start earning money then they should look after the people that making it happen and that is people like us who have all taken the time to write in this forum.

Maybe virgin should really start taken note of what is being said here and get there act together which at this point in time i dont think we have a hope in hell of that happening do we?

i better stop here as right now i am so mad with virgin and there so called SERVICE that i better keep it to myself.

Lorraine

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

You do actually realize that the only thing that changed was the name, which is leased from Virgin who do not own the cable company, it is still run by NTL and Telewest.

Its a bit like the Marathon chocolate bar which was changed to a Snickers chocolate bar, different wrapper same company.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Yes i do understand that but when telewest was telewest and NTL was NTL telewest was 100% better company.

Virgin now thats a whole diffenant picture and at the end of the day who has the say to do what. The person that owns it maybe and the top people that want a fat wage every month? that dont think of the people thats putting it in there pocket.

The Company is now called virginmedia and at the end of the day there is someone at the top of both NTL and Telewest thats running both and they work for virgin. All i saying is that since this all took place the old telewest has gone down hill i cant say much for NTL as i never been with them but from what i heard from people that did have NTL service NTL was a nightmare in the 1st place

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

They do not work for Virgin as that is only the name that changed, it is still the same people running the show.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

But it's not the same people. As I've said before, only Neil Berkett remains from the ntl side of the business (Apart from the MD who runs the business side of things). All the other people there in charge of thing like call centres, Technology etc are either from Telewest or have joined the company AFTER it became Virgin Media

The head on the Customer Care centres at the rebrand was a guy called Steve Stewart. He used to run the Customer Services for Telewest. The guy in charge now, Trevor Elliot, has come from outside ntl/telewest/Virgin

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Richard Branson is also a major shareholder, and at the end of the day, it will be his people dictating policy... To compare it to Marathon changing it's name to Snickers is rather naive imho...

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

At the end of the day its not about who is running it its about the service they give out and right now that gone from around 90% of what it used to be under the name telewest to around 5% under the name virginmedia and what are they going to do about it nothing? because from what i seen they done nothing up to now but make things worst and lie.

we are here talking about bad service from which part i am not happy its about time virgin done something about the bad service and saw the people that bill there bills and start to hear what people are saying and stop the lies and BS we are given and get there act together.

all we want is the service we pay for each month. all they want is to earn money and at the end of the day if they carry on the way they are they will lose more people and what will that do in the end lose them the company. (well maybe not) but all you got to do is look at the service page and see how many faults they got each day in each area and you will start to see more of the problem they have got. they cant keep there systems going like this without work being done on them.

are we really asking for so much all we want is what we pay for.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

In which case where was the point in paying Branson to use the brand name?
If there was not going to be a revolution in turning things around, if at the end of the day things are just as they were 5 years ago that is a lot of customers money wasted on a pointless clueless exercise.

---------- Post added at 12:43 ---------- Previous post was at 12:39 ----------


Totally agree, VM should be forced to publish how they arrive at that cost.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

The point was to rebrand the company, which has so far worked quite well. It has also improved customer focus. Things that can be done for customers now, as opposed to when we were NTL:Telewest are quite varied.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

**Resists the temptation to make Virgin/Chocolate Fireguard comparisons.
:angel:

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Take them to court then, if not then why keep going on about it.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

How do you work that out, from what i can see nothing has improved maybe a little for NTL as there service from what i hear was so bad anyway, so really the only people that lost in all this are the people that come over from telewest.

this change was meant to have made things better from from my point of view has only made thing worst.

how can you say things have improved why am i coming here ? maybe because of the service i am getting ? when i was with telewest i never had any off this so please tell me here whats gone wrong in your eyes and so many others.

Lorraine

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Your experience may not have improved, but the figures released at VM's quarterly updates suggest otherwise. Declining churn means less customers are leaving. Suggests they might be happier with the overall service / products.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

I don`t think Virgin is any worse than most "big " suppliers.

Things have failed ( but were don`t they). Sorry guys but when I have had a problem it has been sorted. Once I talk to someone in the UK sorry Indian call centres are a waste of a call. ( And thats when its free!!). Prices on broad band are high (only need /want 2meg) I can go back to the days when dial up was FREE!!!. Bring that back for the 2 meg would be ACE (no hope )

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Hi Lorraine, i've read back through the thread and you haven't actually said what your exact problem is so i can't really tell you, in my eyes, why you're having provlems.

What is going wrong?

YOU have had a bad experience, and I'm sorry to hear it...but that doesn't mean that everyone is having the same experience!

Also...PART of the reason that VM are in the red is due to the fact that for the first few months they were giving out offers willy nilly to anybody who wanted to reduce their service costs...this had a huge impact and was solely there to put the customer first.

Quarterly i believe VM are clawing the profits back now, though.

Also...Telewest did have a good customer service, but since the change to VM i have seen nothing but improvement. NTL's customer service levels were lower than Telewest in the past..but that has gone now and VM has improved it all vastly...

So yes...tell us your actual problems (without the big rant) :)

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

thought i might add my little piece ... many years ago Ninex ploughed up the roads and supplied cable to my area. i jumped onboard and since then cable and wirless , ntl and now vm took over the reigns. im on cable broadband, xl tv, and phone .
my comment is .. out of all the previous and current suppliers vm is the worst . In one week alone i had 2 cable modems replaced and a new set top box.The problem was in a junction box down the road . Today I recieved my bill, the sevice charge has gone up £25 with no notice :( Grrrr . After 20 mins on the phone getting passed to 4 diffrent reps this was sorted and I'm now back on the 3 for £30

All my problems have been sorted out fairly promtly but i just seem to have alot more of them nowdays . Im NOT slagging off vm . I'm just passing on my frustrating experiences. As for NTL's customer service being bad .... well i have to say i never had any need for them :)

hoggie .Enjoy the brew and hob - knobs

timebandit

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Sorry to hear that...glad its sorted now...

Faults will happen, there's no way around it...what was their explanation for your bill increase? Type out a copy of this months service charges and i can tell you exactly what it was?

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

very true, I dont like it but do have to accept that companies now (not just VM) will like to charge more for non direct debit and they can choose to as they wish no matter how unfair it is.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Thanks for the offer of help Haggis , The bill just says service charges £55.40
I was told it was an admin error and a refund will be in next bill.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

No problems! If your next bill comes in and its not as expected bring it to this thread and me and some of the VM's brainiest can have a look! :)

The only problem when they say 'ADMIN' sometimes means 'sorry, i dont know why its there.' But either way they are quite good at sortin these things so fingers crossed!

---------- Post added at 20:36 ---------- Previous post was at 20:33 ----------

Agreed! Hopefully the charge will be reduced at somepoint, though! If it honestly seemed as though VM were just reclaiming costs then i don't believe that the customer's would mind as much...just charging £5 per month, a customer could upgrade their package for that much!

Its a shame really.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Ok where do i start maybe the start, ok when i was on telewest i had no problem with speed i could run 5 to 6 computers and have no problems, now i cant even have 3 computers on and all hell breaks out as noone can even open a webpage. thats the start of it then time after time no internet at all but they was not bad with the speed they got it up and running most6 times within a day.

then the phone calls i made to tell them there is a problem, you get this silly person on the phone asking the most silly things, now come on if you got no online line staying on you no there is a problem and i get asked if i have spyware please. i tell them what i done and gone though and i am a tech myself and tell them this each and every time i call even if i called 1 hour before hand they still ask me the same thing over and over again.

i asked them so many times about the speed and all i get is everything is fine and yet my noise ratio is so bad that the people that work there should know there is a problem. then they send people out to check my things and i get told, well there is really nothing wrong your end its the network thats doing it and there is really nothing we can do everyone having the same problems because there is being no maintaince being done on the network there trying to save money, now this was not said to me by one person but a few.

then other things like when i call my calls are not logged, and when i having so many problem with my internet i sure they are meant to take so much off my bill but thats never happened. i was told this is done auto but its not.

Then the last lot that has really upset me is the problem on the internet from 18th June and its still on going in the enfield and london area and we still have not been given a fix date and well let me show you the update we get,

http://status-cable.virginmedia.com/...?ticket=734399

and calling makes it just worst as no one seems to know anything about it, untill they go up alot higher and then they come back to you and just say sorry we are working on this and we dont know a time that it will be fixed half the time there no internet and then there is some but so slow one computer has trouble opening a website page, sometimes it takes me around 20mins just to get to the status page to see if there any updates. as you can see on each of the updates on that page they are all the same and each one says a fix of 4 hours what are we meant to think here. with little or no help at all. If they have got this sort of problem that is taking so long to fix by now they should know what the problem is and give us a correct update on what the problem is and how long its going to take to fix. we have been told all sorts of things like the council took longer to dig up the road than what they wanted and that delayed the fix, and that it would be fully working by the 26th June and still to this date its still not and nothing else has been said on the problem and i was only told that as i got to talk to a level 2 tech, or i would not have known that.

and thats not all of it this is wrong.

Lorraine

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

You can PM a mod and they will send your detials and see if they can get this sorted for you, might not work

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Virginmedia.Mmmmmmmmmm.

Ok now I am not complaining about there BB,I am pritty happy with it realy.I will complain about there customer service.I will complain on the amount of people I have to help get there BB back online due to VM customer care and help is crap.

Lets moan about the upgrade it is free?

You are so joking it is not free at all.We had price rises to cover this.We could have 3 for £30,yes this was good we saved £9-50.Anyone noticed this is now only a saving of £7-50?

Plus if you do not pay by direct debit but at a pay point or post office you pay £5 extra cost for this.But then this has risen to £6 per month.Then when you pay at the post office you also have to pay an extra £1-47 to the post office to pay the VM bill.

So all those on 2 meg do not get a free upgrade but hey you 2 megers you now have to pay extra on your bills to for us 4 megers and 10 megers to have our supposidly free upgrade.

Thankyou 2 megers for paying my bill.:)

But hey you must also remeber it is not always a VM fault why your BB is not working.

Do you keep your computer updated?Do you make sure your network card drivers are up to date?

You know that P2P software you have installed can cut off your internet connection once them freebie downloads give you an infection and untold errord?

I will say my BB speed has always been great I pay for 4 meg and usaly get 3947 speed.

However if the cable tv crashes,freezes once more that didgy box is out the window.

:)

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

The the 3for£30 discount when down by a pound from £10.50 to £9.50, the DD charge isnt increasing there is no offical comms about this and the dd charge has always been there so its not got nothing to do with the upgrade.

Why do you have to complain with comments that simply arent true?

AND IT IS A FREE UPGRADE

£25 - 4MB
£25 - 10MB

Looks free to me

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

*SIGH*
Everyones price changed on the 1st June. Because you were on an old discontinued bundle from the days of ntl, which was for £9.49, the price rise was £2, not £1 that the current bundles went up by. It has nothing to do with the BB L upgrade as everyone (whether on BB XL or BB M) has had a change.
Yes, and this has been the same since it became Virgin Media
No it hasn't
Which has nothing to do with Virgin. That is a charge the Post Office make for you to pay it through them. Pay it at your own bank or through paypoint and there are no charges above what is on the bill
Now you are just making things up, as by your logic, those customer on BB XL (or even those customers who don't have broadband, but have had a price change) are paying for your increase

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Then Ben my notifications recived via post from VM are totaly untrue?

OMG VM lied to me again?

This was my sence of humour:Does any one reconise humour these days?

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

I'll be honest i didn't get the joke...

But i'll take a look into the £1 increase of the charge as there has literally been not a peep to VM staff regarding this.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Defenders of VM make me laugh. I used to be one but the company are all just a bunch of merchants now

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Have checked correspondence....only £1 increase letter i can find was the standard increase on 01/06/08.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Haggis I cannot remeber when,I think it was a standard letter I recived some weeks ago.

But if you can find out it would be brilliant.

Blows kisses to zinglebarb.:)

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Laugh away :zzz:

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

You work for the company I do not blame you or think anything negative towards any of the staff on this forum. However I do have a problem with the companies policies and do feel like im being skanked by them and as a loyal long time customer think it all blows a biggun

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Was the letter referring to a £1 price increase on 1st June? If it was then this wasn't referring to the payment handling charge, it was in reference to standard bundle costs. eg. 3for30 is now 3for31...but then they give you the opportunity to save the extra £1 by taking ebilling.

Honestly can't find anything else in regards to any cost increase.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Oh do I say £1 for ebilling?I just switched to ebilling this week.

Oh well maybe something will occure to us were all these increases are coming from.

I still think it is unfair increased tariffs.

Oh zinglebarb VM just did not like you.

They love me a little.I have great BB speeds but terrrible TV on ocassions.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Good because we have nothing against the CF team either :)

You're right, there are some policies/charges/staff that can raise eyebrows in a 'im not raising my eyebrows because im impressed' kind of way. And i have no time for staff who don't do their job properly.

I also have little time for people who just want to rip into the company, though, sometimes giving incorrect info to others in the process :shocked:

---------- Post added at 18:14 ---------- Previous post was at 18:11 ----------

Yep you will get a £1 saving applied within the next month!

And the increases are unfair - i believe Sky are increasing their costs in september also...it appears there is nowhere to run!

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Well I think I am now almost saving £10 a month with all the changes I made to my account.Thats about £100 a year.

VM keep up the good work on my BB speed please,I dont watch much TV so all is good.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

£120 to be precise :)

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Most of us are now laughing away at people who still defend VM :D

How can you still defend a company that screws its customers over at every point possible :confused:

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

:zzz:

Stop giving them your money if your that disillusioned.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

I stopped giving them my money a long time ago :)

Disillusioned, oh , guess i just imagined the all day traffic management which made the whole point of having a super fast fiber optic *cough* connection.

No point in a high speed connection if the only time your allowed to use it is when your fast asleep.

Que downloads over night? if i do that i dont need a high speed conenction do i as the d/l will still be done in the morning regardless.

Customers want to use their connection when it suits them, maybe do the odd download etc, alot of people have more than 1 PC in the household as well, oops, bye bye 75% of the connection.

Real value for money that.

Even put the prices up too.

Percentage of cloners went up with it :D

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

If you've left why moan about a company you're no longer with?

Im glad you're happy now with your new SP :wavey:

And disillusioned...i think you may want to look that up in the dictionary as it doesnt mean that you imagined something...thats ILLUSION ;)

and i run 2 PC's on a wireless connection and still get roughly 15mb of my 20mb connection - and seeing as i dont abuse the system i dont suffer any of that traffic management nonsense.

---------- Post added at 22:23 ---------- Previous post was at 22:20 ----------

Its not all day...

And prices are up accross the board all companies will do it aroun once a year...

at least VM give free upgrades to go with...

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

I have 4 meg BB(waiting for upgrade)I have usaly 3 computers and a laptop via D-Link wireless router.There speeds never drop below 3937 kb.If they drop it is usaly a problem my end not VM.Or kids have broken into box on street and vandalised it.

Now people blame VM for all there internet problems,terrible shame that realy.As it is not always there fault.

People pick up phone to VM complaining,VM checks the cable all is well.

Ever thought it maybe a a bad update from Windows update,needing a driver for your network adaptors,security settings set way to high?

Shall I list some more?

Virus,malware.
Losse cable from modem,wireless router not configured correctly,modem needs a reboot yeay internet speed backup.

There are many things such as downloading big files can drop a speed,maybe a server is busy.I do not think I will continue the list can go on and on.

Please VM is not to blame ALL the time.

It is person error or computer error most of the time.


If I had a £1 for every time a reboot of a modem got internet speed or connection backup I would be in Greece on holiday now.


At least 75% of the time well maybe higher than that it is NOT VM fault.

If you do not like VM then you know there are many other cable/internet companies out there.

Try 3 G then you can complain.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

lol! never a truer word spoken!

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Exactly Haggis.

You only have to surf a few computer forums and see what troubles computers are in.Do we see ISP to blame?NO we see human error or computer error.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Yes but how much easier is it to blame VM?

Its quite amusing when people call with a PC problem and take it out on us...its like...FIX your pc and GET OFF MY PHONE...but obviously worded in a more friendly way :D

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

Have you heard of the simplist fix?

Open web page/click tools/internet options/delete temp files,cookies and history?

Brilliant trick.

Always be polite and switch off to there rudeness.We will see them later on a computer forum and fix there computer in our own time of course.:)

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

No I blame VM for poor customer service ,poor none uk tech support, over subscribed networks meaning stupid traffic management and last for now phorm

none of the above are to blame on my pc

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

HHHmmm the last time I spoke to technical support I was told to ensure that I only used my pc in safe mode and without any firewalls to ensure my connection was ok.

It does work both ways.

Re: Why Does Everyone Think Virgin Are Rubbish ?
 

*nods*

Normally i ask them if they've done all that and they first thing they say is "yes of course" when they blatantly haven't! lol