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One Pound · 27-08-2012, 19:01

I had trouble connecting to the Internet so I called Virgin.

First I spoke to someone who said I was through to National and I needed to be put through to Cable. Fair enough, so they put me through.

I got through to someone in India(?) who after asking for my details told me that the "National department" deals with this. I asked him if he meant National as in ADSL which he confirmed. I pointed out I wasn't a National customer but he insisted it's National that deal with it and put me through without waiting for an answer.

After giving my details again I was told that since I was a Cable customer I should be put through to another department.

I ended up speaking to someone else in India. It was very difficult to talk to him as he asked me to repeat my phone number four times. Eventually he said "another department" would deal with this. Not wanting to be put through to National again I asked him to tell me what department I was going through to but he would only tell me "the correct department", eventually when pushed he gave me something that sounded like an extension number. I asked him to tell me he wasn't going to put me through to National but he told me "I didn't get you.... shall I put you through?"

It turns out the "correct department" turned out to be Virgin National which was what exactly what I didn't want. Luckily I spoke to the same guy I spoke to 2 minutes earlier who recognised that something was wrong. He managed to find my details and put me through to someone based in the UK.

To be fair, Gordon who I finally spoke to was able to tell me there was an outage that would last for four days and was very apologetic. Not that I mind that much, just means I have to use a tethered connection for a while.

It would be nice if I didn't have to deal with this game of ping-pong every time I call Virgin. I had something similar last time I called.

27-08-2012, 19:01	#1
One Pound Inactive Join Date: Jan 2012 Location: ds Posts: 22	Poor service from Virgin I had trouble connecting to the Internet so I called Virgin. First I spoke to someone who said I was through to National and I needed to be put through to Cable. Fair enough, so they put me through. I got through to someone in India(?) who after asking for my details told me that the "National department" deals with this. I asked him if he meant National as in ADSL which he confirmed. I pointed out I wasn't a National customer but he insisted it's National that deal with it and put me through without waiting for an answer. After giving my details again I was told that since I was a Cable customer I should be put through to another department. I ended up speaking to someone else in India. It was very difficult to talk to him as he asked me to repeat my phone number four times. Eventually he said "another department" would deal with this. Not wanting to be put through to National again I asked him to tell me what department I was going through to but he would only tell me "the correct department", eventually when pushed he gave me something that sounded like an extension number. I asked him to tell me he wasn't going to put me through to National but he told me "I didn't get you.... shall I put you through?" It turns out the "correct department" turned out to be Virgin National which was what exactly what I didn't want. Luckily I spoke to the same guy I spoke to 2 minutes earlier who recognised that something was wrong. He managed to find my details and put me through to someone based in the UK. To be fair, Gordon who I finally spoke to was able to tell me there was an outage that would last for four days and was very apologetic. Not that I mind that much, just means I have to use a tethered connection for a while. It would be nice if I didn't have to deal with this game of ping-pong every time I call Virgin. I had something similar last time I called.