Searching on the VirginMedia site

Theodoric · 05-01-2009, 19:41

Could anyone tell me where the site search facility is on the VirginMedia site. For the life of me I can't find it, but no doubt it's staring me in the face.

icestar2 · 05-01-2009, 19:54

http://www.virginmedia.com/customers/

Half way down on the right of the page theres a search box for searching for help on the site. thats all I could find apart from the web search they have.

Theodoric · 05-01-2009, 22:34

Thanks. It's a bit well hidden, isn't it? It's not even on the VirginMedia home page and even when you get to this Customer Zone page it is, as you've shown, hidden half way down the page. I suspect that it may rate as the worst site search facility ever.

icestar2 · 05-01-2009, 23:05

Quote:

Originally Posted by Theodoric

Thanks. It's a bit well hidden, isn't it? It's not even on the VirginMedia home page and even when you get to this Customer Zone page it is, as you've shown, hidden half way down the page. I suspect that it may rate as the worst site search facility ever.

Yes it is a bit hidden. Maybe they dont want people searching out problem's lol. Either way at least you know were it is now

chickendippers · 06-01-2009, 11:28

Well the main function of the Virgin Media website is as a news/entertainment web portal, not specifically for Virgin Media customers. The Customer Zone and Help sections are where customers need to go for help, so the search is there.

That said, I agree they could make the search more prominent. Both sections could do with a major overhaul IMO they're not very user-friendly.

**Maggy** · 06-01-2009, 11:58

Quote:

Originally Posted by chickendippers

Well the main function of the Virgin Media website is as a news/entertainment web portal, not specifically for Virgin Media customers. The Customer Zone and Help sections are where customers need to go for help, so the search is there.

That said, I agree they could make the search more prominent. Both sections could do with a major overhaul IMO they're not very user-friendly.

It's not changed in that respect since NTL took over..I always had trouble finding anything with them as well.

chickendippers · 06-01-2009, 18:20

I can't even remember there being a help section on the old ntlworld site, if there was it must have been spectacularly useless. The Help and Customer Zone sections were new when the re-branded website launched as far as I know.

They really are shooting themselves in the foot by having poor documentation; there are so many faults customers could troubleshoot, identify and possibly fix themselves given the necessary resources. In turn this would reduce call volume.

I have written aprox. 100 FAQs for my company, we've even got a Knowledgebase suggestion feature to display relevant FAQs whilst the customer is filling in the 'contact us' form. I see them filling in the form, then reading an FAQ and leaving the site (with their question answered) everyday!