Cable Forum - View Single Post - Superhub Poor Virgin Media customer service

darren_surrey · 06-03-2016, 11:44

This post is just a factual record of some incredibly poor Virgin Media customer service, such that hopefully:
- Virgin Media read these forums and have a policy of continuous improvement through feedback from online criticism
- Virgin Media's competitors improve in these areas

If there are better places to make this post to maximize impact, please let me know.

If this is the wrong place to make this post, I'm sorry and please let me know and I'll move it.

THE BACKGROUND:

I rented my flat out. The tenants (with my permission) put in Virgin Media wifi. I moved back in 3m ago, it's taken until last week to get a change of ownership to go through. Anyway, it's now in my name.

Since moving back in, there has been a shockingly poor experience of accessing the internet. "Resolving host..." for example. It's practically unusuable but we get by as we have no alternatives.

Virgin Media last Sunday were called TWICE to endeavour to fix it; the account wasn't in my name but they did reset the model twice and change some settings.

They invited me to continue for 1 more week and then if still a poor service, and engineer would be called.

That brings us up to the present:

THE DETAIL OF THE POOR SERVICE

Friday night the service was still poor.

Once again I phoned them, again I had difficulty being understood because of the indian staff they employ, but I've had experience of this before in my work so I know to just persist.

The guy had a good attitude to fix the problem, and did try several things. He identified some technical aspects that weren't right (frequencies were mentioned) and said a technician would need to be booked.

The earliest was Sunday morning 8-12 (i.e. today - Sunday 6th March - Mothers Day) or afternoon. 12-4

As I'm paid a day rate when working, I cannot afford this time off work, so I chose Sunday morning, even though it's Mother's Day.

I said this:

"There is a door code downstairs, would you like me to give it to you or will you just get the engineer to phone me when he's downstairs"

They said they would get the engineer to phone me downstairs. The person confirmed my phone number, saw it was the number I was calling from, and also confirmed it was the same number as on my account. I doubly confirmed that the engineer would be passed this number with the call details.

This morning: It's a wide slot at 8-12

I woke at 7:30 and dressed. I ensured my phone was not on silent, and made sure it was not on do not disturb.

I waited and waited.

1200 was approaching and my partner said she had to go to see her son as it's Mothers Day - I needed to stay behind and sort this out.

1200 I phoned Virgin Media.

"The engineer couldn't get access to the property"

Let's set some facts: This place is approx 100 flats, that the majority use Virgin Media. Every communal door has the same door code entry (the device is to stop homeless people from sleeping in the stairwells, therefore the postman etc all get the code freely). Virgin Media will have been to this estate many times and used the same code many times.

The engineer did not phone my phone. He did not make reasonable steps to get in: he did not phone me, nor did he phone the office and say "Hi, there's a door code, what do you want me to do?" - he just turned up, saw there was a code, and left.

What would you have done?

06-03-2016, 11:44	#1
darren_surrey Inactive Join Date: Mar 2016 Posts: 1	Poor Virgin Media customer service This post is just a factual record of some incredibly poor Virgin Media customer service, such that hopefully: - Virgin Media read these forums and have a policy of continuous improvement through feedback from online criticism - Virgin Media's competitors improve in these areas If there are better places to make this post to maximize impact, please let me know. If this is the wrong place to make this post, I'm sorry and please let me know and I'll move it. THE BACKGROUND: I rented my flat out. The tenants (with my permission) put in Virgin Media wifi. I moved back in 3m ago, it's taken until last week to get a change of ownership to go through. Anyway, it's now in my name. Since moving back in, there has been a shockingly poor experience of accessing the internet. "Resolving host..." for example. It's practically unusuable but we get by as we have no alternatives. Virgin Media last Sunday were called TWICE to endeavour to fix it; the account wasn't in my name but they did reset the model twice and change some settings. They invited me to continue for 1 more week and then if still a poor service, and engineer would be called. That brings us up to the present: THE DETAIL OF THE POOR SERVICE Friday night the service was still poor. Once again I phoned them, again I had difficulty being understood because of the indian staff they employ, but I've had experience of this before in my work so I know to just persist. The guy had a good attitude to fix the problem, and did try several things. He identified some technical aspects that weren't right (frequencies were mentioned) and said a technician would need to be booked. The earliest was Sunday morning 8-12 (i.e. today - Sunday 6th March - Mothers Day) or afternoon. 12-4 As I'm paid a day rate when working, I cannot afford this time off work, so I chose Sunday morning, even though it's Mother's Day. I said this: "There is a door code downstairs, would you like me to give it to you or will you just get the engineer to phone me when he's downstairs" They said they would get the engineer to phone me downstairs. The person confirmed my phone number, saw it was the number I was calling from, and also confirmed it was the same number as on my account. I doubly confirmed that the engineer would be passed this number with the call details. This morning: It's a wide slot at 8-12 I woke at 7:30 and dressed. I ensured my phone was not on silent, and made sure it was not on do not disturb. I waited and waited. 1200 was approaching and my partner said she had to go to see her son as it's Mothers Day - I needed to stay behind and sort this out. 1200 I phoned Virgin Media. "The engineer couldn't get access to the property" Let's set some facts: This place is approx 100 flats, that the majority use Virgin Media. Every communal door has the same door code entry (the device is to stop homeless people from sleeping in the stairwells, therefore the postman etc all get the code freely). Virgin Media will have been to this estate many times and used the same code many times. The engineer did not phone my phone. He did not make reasonable steps to get in: he did not phone me, nor did he phone the office and say "Hi, there's a door code, what do you want me to do?" - he just turned up, saw there was a code, and left. What would you have done?