Cable Forum - View Single Post - Times asks: Does Virgin Media have the worst service in Britain?

**Chris** · 18-03-2021, 14:10

The original version of this website, nthellworld.com, included a section of customer testimonials under the headings “NTL Hell” and “NTL Heaven”. There were plenty of stories in each section, however the reason Frank Whitestone founded the site was his frustration with the poor customer service he had been getting, and the reason it thrived was because a lot of people were of similar sentiments and joined, and sustained, an active discussion community based on them.

The basic stories found on that forum in the early days - extremely long wait times on the phone for CS, promises of action unfulfilled, CS calls randomly cut off, promises of improvements “coming soon” - have never really gone away. I suspect that in the circles consumer journalists move in they have become folk memory, and a story that is very easy to periodically dust off and repurpose. Whether or not the OP’s proposition is objectively the case or not, is very difficult to prove, but the reputation for poor CS is something that the company has never been able to fully shake off.

18-03-2021, 14:10	#15
Chris Trollsplatter Join Date: Jun 2003 Location: North of Watford Services: Humane elimination of all common Internet pests Posts: 38,120	Re: Times asks: Does Virgin Media have the worst service in Britain? The original version of this website, nthellworld.com, included a section of customer testimonials under the headings “NTL Hell” and “NTL Heaven”. There were plenty of stories in each section, however the reason Frank Whitestone founded the site was his frustration with the poor customer service he had been getting, and the reason it thrived was because a lot of people were of similar sentiments and joined, and sustained, an active discussion community based on them. The basic stories found on that forum in the early days - extremely long wait times on the phone for CS, promises of action unfulfilled, CS calls randomly cut off, promises of improvements “coming soon” - have never really gone away. I suspect that in the circles consumer journalists move in they have become folk memory, and a story that is very easy to periodically dust off and repurpose. Whether or not the OP’s proposition is objectively the case or not, is very difficult to prove, but the reputation for poor CS is something that the company has never been able to fully shake off.