Virgin Media very poor customer service
 

What is happening to Virgin Media Cutomer Service, or should I say lack of it!!?? Can’t get through on any of their contact no’s today!! 4 times on hold for over 30mins then abruptly cut off?? Just want to know when the telephone fault in the WN3 area of Wigan will be fixed. No phone service now for over 27 hours. Just need to know what’s the problem and why it’s taking soo long to rectify. Would be a good thing if I could contact them. I think I should at least be able to get through to them. It’s as if they don’t want to speak to you, what sort of a Service am I paying for!!?? No service, if you ask me. Can’t even get through to them by their own email forum!!! And they want to increase all their customers bills by approx 4.5% in November!!

Re: Virgin Media very poor customer service
 

Recently I had been unable to get through to anyone on 150. Just long periods of pop music until the connection cut off. So you are not alone.

Re: Virgin Media very poor customer service
 

When did you ring them ? I've rung the last few times in mid morning (once quite recently) and not had any major issues, I was probably waiting around 10 minutes. Have you seen the "ringing retentions" thread. If you're not happy about the service / charges i'd get on to them (if you can finally get through obviously :erm:)

Re: Virgin Media very poor customer service
 

Always worth having a look on the community forum. Top right of the page there's a link to Check your service status. Any known faults on your line/postcode should have a status report.

https://community.virginmedia.com/t5...unityHubForums

Re: Virgin Media very poor customer service
 

I only use the retentions area, for whatever the issue, usually answered quickly. They don't seem to mind.

Re: Virgin Media very poor customer service
 

Retentions answered in less than 1 minute around 10am Friday for me.

Re: Virgin Media very poor customer service
 

even if you do get through you'll only end up speaking to the Mod Edit in India who will read what it says on their computer. They will have a fault reference and an random eta fix time which doesn't mean anything is the fault hasn't be diagnosed. More often than not it will be something like 1400 on Monday, it will change to 2000 Monday, then 1000 Tuesday etc while they get to the bottom of it and the dudes in India won't know what is wrong or what the delay is, they can only read what is on the screen.

Please use respect when referring to overseas customer service.

Re: Virgin Media very poor customer service
 

I wouldn't say that VM being busy makes their customer service poor personally.

Re: Virgin Media very poor customer service
 

VM l am sad to say is a poor company. There CS is pathetic. And yet they still put up prices. Do l whinge constantly. Definitely, the reason why they do it. Because they still have a large customer base spending lots of money to the company.

I have had Sky tv - Q for approx. 12 months. l have NOT HAD ONE PROBLEM with them. In that time.

All l hear on this forum is problems with VM.

Its about time the directors of the company realised that at the end of the day - its US paying there wages.

Re: Virgin Media very poor customer service
 

You see people moaning about VM as it's called Cable Forum Arthur.

Go to a Sky forum and see many people whining about Sky.

Prices have to go up it's all about rising costs of many many things.

You DO NOT pay their wages. That comes from many other sources. I hate when customers say that about companies. I hear it from customers in my work too!

Re: Virgin Media very poor customer service
 

Come on now Stephen, don't be like that. I mean, what am I paying you for? :D

Re: Virgin Media very poor customer service
 

Investment in new tech and equipment.

Repairs, equipment. Their electrical and heating bills for the buildings ;D

Re: Virgin Media very poor customer service
 

I have to agree that CS are lacking sometimes and the wait to speak to a human is far too long any time of day. In my experience CS manage adequately, when you finally get through, until you require an engineer visit to your premises.

My internet went down on Tuesday of this week, along with HD, On-demand and Catch-up TV. There was a fault with my SH3. It needed replacing.

Trouble is, the engineer visit time slots are too wide, especially for people who have to work regular 9.00 to 5.00 Hours. The available slots to book are 7.00 am to 12.00 noon and then 12.00 noon until 8.00 pm. Knowing this I asked that the operative on CS leaves notes for the engineer not to call until 5.30 pm. I was told that they may not read the notes! They certainly didn't!


Two days running an engineer called at 2.00 pm when I was out at work. Only today, Friday, when I don't normally work, did I get an engineer when I was in. The job was done within 30 minutes. Yet, I had to put up with no internet and substandard TV for over 48 hours. What are my chances of a refund?

The solution, surely, is to have a 5.00 - 8.00 booking slot. CS operatives agreed with me. They told me that half of their calls are from people re-booking engineer appointments.

Re: Virgin Media very poor customer service
 

My wages

Re: Virgin Media very poor customer service
 

One of my V6 boxes died a couple of months ago. I was given a choice of morning, afternoon or evening appointments. I can't remember the exact times as I booked the morning appointment but I think the evening one was something like 4pm to 7pm.