Poor service

MikeSmith36 · 01-03-2007, 20:03

I hope this is not a sign of things to come.
Waited in today for 5 hours for Virgin media to fit a cable modem - no one turned up.
I rang to complain and after hanging on 15 minutes was told (again) I was through to the wrong call centre (this seems to happen every time now), so I told the operator they really need to get this sorted and go back to when you had to put your phone number in - it just seems pot luck what centre you get now.
Anyway I told her that and that I had waited in and said I thought this wasnt very good especially as I am paying ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£85 a month for it!
To my amazement she just said 'what an attitude' and hung up!

If this is the type of people Virgin employ then after many many years with cable (since Cable & wireless), my only option would be to leave.

I rang back in and complained which was logged, immediately they offered me the family pack for ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£11 a month instead of ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£25 and waived the charge for my second set top box, great news for me but it makes me wonder if Virgin are so desperate to keep customers how long until they fold or Virgin just opt out of cable TV to cut there losses?

Michael

concepttwenty20 · 01-03-2007, 20:08

they gave you a good deal

MikeSmith36 · 01-03-2007, 20:46

Agreed - it is a good deal, I have a note of what they said just in case it doesn't appear on the next bill, but the desperation just worries me.
Also for all the faults with NTL they were always at least POLITELY incompetent!

Stuart · 01-03-2007, 21:20

MikeSmith,

to the forum. The site has contacts within Virgin. If you send me a PM containing your Name, address, account number and a daytime contact phone number, I'll refer your case to them.

MikeSmith36 · 02-03-2007, 08:37

Stuart,
Not sure how to send a private message (I can only assume it's the 'quick reply to this message in the bottom right hand corner), so before I publish my details to the group can you advise please?

Thanks

savvychels · 02-03-2007, 19:18

Quote:

Originally Posted by MikeSmith36

Stuart,
Not sure how to send a private message (I can only assume it's the 'quick reply to this message in the bottom right hand corner), so before I publish my details to the group can you advise please?

Thanks

Click on the user ID of the person you want to pm and a little box will come up with options. Pm'ing is one of the options. Click on that

AndyCambs · 02-03-2007, 20:37

I have to admit that my contact with VM customer services has been exemplary - they were polite, gave me their full names, and gave every assistance.

BRM_Billy · 02-03-2007, 20:38

Quote:

Originally Posted by MikeSmith36

I hope this is not a sign of things to come.
Waited in today for 5 hours for Virgin media to fit a cable modem - no one turned up.

A simlilar thing happend to me today. I'd arranged for my V+ to be installed today. First I was watching a movie last night then poof my channels went to unsubcribed. I phoned CS and they told me they did that for my V+ box install, I complained that they didn't warn me first they said they were sorry. I got a phone call from CS at 1pm telling me that the install had been cancelled due to running out of STB's. Went balistic at the guy, when I finally calmed down we arranged another install for the 10th. I asked him to re-connect my TV channels and he passed me over to another department. After being on hold for 15 minutes I was told it could take up to 24 hours to sort the channels out. Went barmy again. I thought NTL was bad but Virgin seem to be even better at winding up it's customers.