Cable Forum - View Single Post - Exceptionally Angry at VM

Billy-Bob · 26-02-2011, 17:46

The take-home message from this (and many other) thread is this:

Virgin Media'a website is shockingly bad; it is fragmented, badly-designed, contradicts itself in several places, and makes it virtually impossible for a customer who wants a specific piece of information to find that information quickly and easily.

There are two possible explanations for this:

1) VM are ludicrously incompetent as a company;

or

2) It is part of a deliberate business practice of opaque and confusing pricing in order to confuse customers into paying more for services than they have been led to believe those services cost.

I used to think it was probably a case of 1), but recently I am beginning to believe 2) to be more likely.

I went onto the VM site a few days ago to try to find a very simple fact about one of VM's services, and gave up after stumbling around from one badly-designed page to another for 20 minutes or so. As luck would have it, before I gave up, the muppets invited me to complete a user survey about my experience on the site. So I let them have it with both barrels.

Which is all a great shame, as the technical quality of the broadband service I have received from VM for the past 6 years has been superb.

26-02-2011, 17:46	#20
Billy-Bob Inactive Join Date: Oct 2008 Services: Virgin Media XXL Broadband Posts: 58	Re: Exceptionally Angry at VM - Help Required The take-home message from this (and many other) thread is this: Virgin Media'a website is shockingly bad; it is fragmented, badly-designed, contradicts itself in several places, and makes it virtually impossible for a customer who wants a specific piece of information to find that information quickly and easily. There are two possible explanations for this: 1) VM are ludicrously incompetent as a company; or 2) It is part of a deliberate business practice of opaque and confusing pricing in order to confuse customers into paying more for services than they have been led to believe those services cost. I used to think it was probably a case of 1), but recently I am beginning to believe 2) to be more likely. I went onto the VM site a few days ago to try to find a very simple fact about one of VM's services, and gave up after stumbling around from one badly-designed page to another for 20 minutes or so. As luck would have it, before I gave up, the muppets invited me to complete a user survey about my experience on the site. So I let them have it with both barrels. Which is all a great shame, as the technical quality of the broadband service I have received from VM for the past 6 years has been superb.