Virgin least complained about provider in Q2 2011
22-09-2011, 13:14
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#1
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Virgin Media Staff
Join Date: Nov 2006
Location: Manchester
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Virgin least complained about provider in Q2 2011
http://www.guardian.co.uk/money/2011...mplaints-ofcom
Quote:
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The company <Talk Talk>, which currectly sponsors ITV's The X-Factor, had more complaints about its phone service between April and June than BSkyB, BT Retail and Virgin. More of its broadband customers also complained during that period than those of BSkyB, BT Retail, Virgin and Orange. Virgin was the least complained about provider in both cases.
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Full OFCOM report is here
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22-09-2011, 13:26
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#2
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cf.mega poster
Join Date: Sep 2007
Posts: 16,324
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Re: Virgin least complained about provider in Q2 2011
What about Q1 2011?
Is this a first for VM?
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22-09-2011, 13:52
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#3
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Virgin Media Staff
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Re: Virgin least complained about provider in Q2 2011
Quote:
Originally Posted by Gary L
What about Q1 2011?
Is this a first for VM?
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Also least complained about in Q1 2011, and Q4 2010 (pages 11 and 13 of the OFCOM report)
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22-09-2011, 13:55
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#4
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cf.mega poster
Join Date: Sep 2007
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Re: Virgin least complained about provider in Q2 2011
Talk Talk must be really bad then 
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22-09-2011, 15:03
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#5
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Inactive
Join Date: Dec 2007
Posts: 18,385
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Re: Virgin least complained about provider in Q2 2011
BBC News report
http://www.bbc.co.uk/news/technology-15018161
Quote:
Broadband complaints
TalkTalk - 0.58 complaints per 1,000 customers
BT Retail - 0.43
Orange - 0.37
BSkyB - 0.20
Virgin Media - 0.15
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22-09-2011, 15:23
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#6
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Born again teenager.
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Re: Virgin least complained about provider in Q2 2011
Quote:
Originally Posted by Kymmy
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 Now, now Kymmy you should know that bringing facts in to a thread is frowned upon by certain members who have selective reading skills.
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22-09-2011, 19:02
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#7
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cf.mega poster
Join Date: Mar 2010
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Re: Virgin least complained about provider in Q2 2011
Quote:
Originally Posted by Gary L
Talk Talk must be really bad then |
LOL  couldn't agree more , my 2mb I mean 30mb connection mustn't have registered in them figures
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22-09-2011, 19:05
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#8
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cf.mega poster
Join Date: Sep 2011
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Re: Virgin least complained about provider in Q2 2011
Wow, the others must have been really bad!!!
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22-09-2011, 19:16
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#9
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Inactive
Join Date: Dec 2007
Posts: 18,385
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Re: Virgin least complained about provider in Q2 2011
Quote:
Originally Posted by Tim Deegan
Wow, the others must have been really bad!!!
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or VM simply isn't as bad as most try to make it out to be? We only tend to see the bad side of VM on forums and rarely see the happy customers.
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22-09-2011, 19:21
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#10
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cf.mega poster
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Re: Virgin least complained about provider in Q2 2011
Quote:
Originally Posted by Kymmy
or VM simply isn't as bad as most try to make it out to be? We only tend to see the bad side of VM on forums and rarely see the happy customers.
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I have been dealing with them since NTL first brought cable to my town. And I can honestly say that the service is very reliable. However the customer service is absolutely terrible, especially when you get a call centre in India. It isn't the operators fault, but they are actually told to lie to customers about what they can and can't do.
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22-09-2011, 19:28
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#11
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Still alive and fighting
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Re: Virgin least complained about provider in Q2 2011
A l have said before l am very happy with a large part of Virgins services such as broadband,phone,video on demand and most of the TV channels but their biggest weakness in my mind is their woeful lack of communication and having those foreign call centres in which every time l phone up l need a translator to work out what they are exactly saying to me.
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22-09-2011, 23:29
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#12
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laeva recumbens anguis
Cable Forum Team
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Re: Virgin least complained about provider in Q2 2011
Well, to be fair, you are from Plymouth......
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22-09-2011, 23:36
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#13
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17 years same company
Join Date: Apr 2005
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Services: ? BB, basic phone. Share of Disney+
Posts: 7,674
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Re: Virgin least complained about provider in Q2 2011
Another 90% happy Virgin customer (with Comtel then NTL). Moved house 3 times all went well. My only issues are with the charging for existing customers (have to ask for new/lower prices rather than be offered) and Media Player that doesn't work at all. And scripted overseas call centre staff. - Just remembered, having real problems getting the new remote to do the volume on the TV - will have another go tomorrow. 
Helpful UK based staff both on the phone and through here.
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23-09-2011, 00:43
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#14
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cf.mega poster
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Re: Virgin least complained about provider in Q2 2011
Virgin should be proud of those results. We are living in an age of complaints and over opinionated customers. Almost everyone has a gripe about something these days.
Does anyone know how many customers each company has?
Also Virgin have done pretty good in terms of customers complaining about their mobiles:
MOBILE COMPLAINTS
3UK - 0.14 per 1,000 customers
Orange - 0.07
T-Mobile - 0.06
Vodafone - 0.06
Virgin Mobile - 0.05
O2 - 0.02
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23-09-2011, 08:28
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#15
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17 years same company
Join Date: Apr 2005
Location: Expanding Town with crap roads
Age: 66
Services: ? BB, basic phone. Share of Disney+
Posts: 7,674
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Re: Virgin least complained about provider in Q2 2011
Recently went on an Abusive Call handling course where we learnt the worst three things to do. Not listen, read from a script and surprisingly respond as the complainants opening comments expect.
Also a company that receives lots of complaints and handles them properly will be far better than somewhere that does not accept complaints.
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