Punters even more dissatisfied by Virgin Media's package

muppetman11 · 25-11-2011, 16:28

http://www.theregister.co.uk/2011/11...action_report/

HDFootyMan · 25-11-2011, 20:03

for Virgin.

I know my sister's had 'issues' with them lately.

denphone · 25-11-2011, 20:07

Well l have to say that l am not dissatisfied at all but extremely happy with my package and customer service.

**Hugh** · 25-11-2011, 20:15

This is the source document

The bit I find amusing is on page 39, Figure 3.7: Fixed broadband â€“ Overall satisfaction by provider

Quote:

Dissatisfaction with Virgin Media has increased since February 2011 (up from 5%).

Customer dissatisfaction is now 10%, compared to Sky's 9%, and customer satisfaction is the same as Sky's, at 71%...

And on Page 71, Figure 5.7: Pay TV â€“ Overall satisfaction by provider

Quote:

There has been no change in overall satisfaction levels since February 2011, but satisfaction with Sky was up on 2009 (from 72% to 79%). The ratings of the two providers were not significantly different to the average in September 2011.

Alan Fry · 25-11-2011, 20:57

Well I have no issues with Virgins Phone, Broadband, Mobile and TV services (apart from the lack of certain tv channels on their tv service).

Apart from that, their service is very good.

Tim Deegan · 25-11-2011, 21:06

I've said this before (and got slated by the VM lovers for saying it. But VM provide an excellent service, but their customer service is terrible (especially if you end up speaking to one of their overseas call centres).

VM should learn from this, and take action, rather than just making excuses.

On a brighter note. I have been told that VM are bringing some of their call centres back to the UK.

Ignitionnet · 26-11-2011, 09:32

Services are now fine, customer service has always been a potentially painful experience. When I have a pain free and efficient interaction with customer service it is a pleasant surprise and the exception rather than the rule, which is a shame.

Peter_ · 26-11-2011, 09:57

Quote:

Originally Posted by Tim Deegan

On a brighter note. I have been told that VM are bringing some of their call centres back to the UK.

Not really as they are actually in the process of closing the Albert Dock site in Liverpool with the loss of 435 jobs with no jobs coming back from offshore.

Helix · 26-11-2011, 13:04

They could easily solve this by bring all call centres back to the UK. They have fixed my issues first time every time. India have never been able to fix anything for me, unless it has been an area fault which they have no involvement in anyway.

Digital Fanatic · 26-11-2011, 13:06

Quote:

Originally Posted by Helix

They could easily solve this by bring all call centres back to the UK. They have fixed my issues first time every time. India have never been able to fix anything for me, unless it has been an area fault which they have no involvement in anyway.

We are not aware of any plans to close offshore centres, but they are closing a UK call centre, Liverpool.

Alan Fry · 26-11-2011, 15:10

Do you think that Virgin Media provides better customer service than its predecessors NTL, Telewest etc?

Chad · 26-11-2011, 16:31

I don't want to come across as being racist or prejudice but UK based companies should have UK based call centres. Off shore call centres don't have a proven track record of success. I work for a UK based bank, who have no external call centres. Our customers regularly feedback that one of the reasons they choose to bank with us is our UK call centres.

denphone · 26-11-2011, 16:38

Quote:

Originally Posted by Tim Deegan

I've said this before (and got slated by the VM lovers for saying it. But VM provide an excellent service, but their customer service is terrible (especially if you end up speaking to one of their overseas call centres).

VM should learn from this, and take action, rather than just making excuses.

On a brighter note. I have been told that VM are bringing some of their call centres back to the UK.

Thats good news.

Peter_ · 26-11-2011, 16:47

Quote:

Originally Posted by denphone

Thats good news.

You did read mine and Digital fanatic's posts above as it is not true.

gcampbell · 26-11-2011, 17:21

I am certainly disatisfied with Virgin's TV package as the multi award winning/nominated programmes I want to watch aren't on it (Game of Thrones, Boardwalk Empire, the Borgias etc).

Customer loyalty in decline since February 2011 (wasn't that about the time they said they weren't getting Sky Atlantic??)

Their broadband is good, no complaints there.

Blaming their performance on competitors 'upping their game' is a bit poor, if they're upping their game then so should Virgin Media, and they should start by looking at their TV package - if it is going to remain so inferior to its competitor's then this should be reflected in the price.