Virgin Media Customer Service- Your Personal Experience

[Mythica]

Originally Posted by jfman

If it gives you a package breakdown that says 1 gig broadband and it makes no reference to Volt upgrades in the text or small print, pretty good?

Not sure as I've not clicked on it yet, will look when I'm ready to upgrade.

[peanut]

Well this morning my V6 box has died (yet again). I booked an engineer online to come out tomorrow. So I call up customer service to make sure everything is okay and they said there's a problem with my superhub. I said no there isn't. I said I've booked an engineer for tomorrow and just want to make sure they have a V6 box on the van to replace it. He said the engineer will reset the box and I said you can't reset the box because the hard drive is dead. So I asked to make sure I get a replacement V6 box.

He said I will need a different engineer for that. They said it'll be £25 for a new box. I said 'nope', not going to happen.

I asked to speak to his supervisor and after a while, the same person came back and said as a goodwill gesture they'll take off the £25 but will add Sky Sports to my package at a charge of £5 extra a month. I said 'nope' again. But he's already gone and done it. I asked him to take it off as I don't want sports.

This went on for about 20 minutes, With myself saying I just want a new box, but he kept saying he'll add sports.

This was the weirdest Virgin customer service call I've had in over 20 years+

So long story short.... An engineer is now booked (again) for tomorrow and I'll see how things go. For some reason I have doubts things will be straight forward.

[Itshim]

Originally Posted by peanut

Well this morning my V6 box has died (yet again). I booked an engineer online to come out tomorrow. So I call up customer service to make sure everything is okay and they said there's a problem with my superhub. I said no there isn't. I said I've booked an engineer for tomorrow and just want to make sure they have a V6 box on the van to replace it. He said the engineer will reset the box and I said you can't reset the box because the hard drive is dead. So I asked to make sure I get a replacement V6 box.

He said I will need a different engineer for that. They said it'll be £25 for a new box. I said 'nope', not going to happen.

I asked to speak to his supervisor and after a while, the same person came back and said as a goodwill gesture they'll take off the £25 but will add Sky Sports to my package at a charge of £5 extra a month. I said 'nope' again. But he's already gone and done it. I asked him to take it off as I don't want sports.

This went on for about 20 minutes, With myself saying I just want a new box, but he kept saying he'll add sports.

This was the weirdest Virgin customer service call I've had in over 20 years+

So long story short.... An engineer is now booked (again) for tomorrow and I'll see how things go. For some reason I have doubts things will be straight forward.

Good to see Virgin are keeping their standards up

[Pecker]

We had an engineer call on us on the 19 December to look at our Broadband he made some changes. We left it a while to see if it would settle down, but it did not it got worse. I tried to phone Virgin Media on the 30 December, the person I got said he would check the broadband, he said there was nothing wrong with it. I checked the speed with SPEED CHECK below are the readings, I have copies of the screen. The only thing he could come up with add a buster to our plan. I asked how I could complain I got no answer.

1 -SPEED CHECK 30 DEC 14.50 DOWNLOAD 0.00 UPLOAD 19.38
2 - SPEED CHECK 30 DEC 15.08 DOWNLOAD 0.00 UPLOAD 18.35
3 – SPEED CHECK 30 DEC 16.40 DOWMLOAD 30.72 UPLOAD 19.62
4 – SPEED CHECK 30 DEC 16.45 DOWNLOAD 0.00 UPLOAD 1960
5 – SPEED CHECK 30 DEC 16.56 DOWNLOAD 0.04 UPLOAD 1966

[Dude111]

Welcome

Im sorry your having problems... Keep at them,they will eventually get it sorted...

Dont let them walk all over ya!!


HAPPY NEW YEAR!!

[ozsat]

What are the speeds at https://www.samknows.com/realspeed/

Originally Posted by Pecker

We had an engineer call on us on the 19 December to look at our Broadband he made some changes. We left it a while to see if it would settle down, but it did not it got worse. I tried to phone Virgin Media on the 30 December, the person I got said he would check the broadband, he said there was nothing wrong with it. I checked the speed with SPEED CHECK below are the readings, I have copies of the screen. The only thing he could come up with add a buster to our plan. I asked how I could complain I got no answer.

1 -SPEED CHECK 30 DEC 14.50 DOWNLOAD 0.00 UPLOAD 19.38
2 - SPEED CHECK 30 DEC 15.08 DOWNLOAD 0.00 UPLOAD 18.35
3 – SPEED CHECK 30 DEC 16.40 DOWMLOAD 30.72 UPLOAD 19.62
4 – SPEED CHECK 30 DEC 16.45 DOWNLOAD 0.00 UPLOAD 1960
5 – SPEED CHECK 30 DEC 16.56 DOWNLOAD 0.04 UPLOAD 1966

[peanut]

Having a bit of a nightmare trying to negotiate a new contract.

I accepted a package for x amount. The contract came back on email with a totally different amount.

Called them up and they're having trouble sorting it out. I saw that I could upgrade broadband speed online and they told me to do it online. Only for them to tell me computer says 'Yes' but then billing says 'No'. I get a text to say the Modem (superhub 5) should be with me tomorrow.

Today they called me back and said they'll cancel the speed upgrade, (I've been billed £35 for the modem) and new bill is now totally wrong as well. Will I still get the superhub 5 tomorrow?? Who knows...

As it stands I have no idea what I'm getting or what I'm paying for. If it carries on longer than 7 more days then I'll have to cancel it all as my 14 days cooling off period started on the 3rd Jan, even though nothing yet has been finalised.

Something that should be so simple always seems to be so complicated with VM.

[EDIT]

I ordered the 1gb broadband. Online says I now have 600mb, the link from online account to download my contract says 500mb....

[RichardCoulter]

Originally Posted by peanut

Having a bit of a nightmare trying to negotiate a new contract.

I accepted a package for x amount. The contract came back on email with a totally different amount.

Called them up and they're having trouble sorting it out. I saw that I could upgrade broadband speed online and they told me to do it online. Only for them to tell me computer says 'Yes' but then billing says 'No'. I get a text to say the Modem (superhub 5) should be with me tomorrow.

Today they called me back and said they'll cancel the speed upgrade, (I've been billed £35 for the modem) and new bill is now totally wrong as well. Will I still get the superhub 5 tomorrow?? Who knows...

As it stands I have no idea what I'm getting or what I'm paying for. If it carries on longer than 7 more days then I'll have to cancel it all as my 14 days cooling off period started on the 3rd Jan, even though nothing yet has been finalised.

Something that should be so simple always seems to be so complicated with VM.

Exactly. I really don't know why they don't sort it out as it most cost them a fortune in repeated calls/staff time and people cancelling because of this.

[daveeb]

Originally Posted by peanut

Having a bit of a nightmare trying to negotiate a new contract.

I accepted a package for x amount. The contract came back on email with a totally different amount.

Called them up and they're having trouble sorting it out. I saw that I could upgrade broadband speed online and they told me to do it online. Only for them to tell me computer says 'Yes' but then billing says 'No'. I get a text to say the Modem (superhub 5) should be with me tomorrow.

Today they called me back and said they'll cancel the speed upgrade, (I've been billed £35 for the modem) and new bill is now totally wrong as well. Will I still get the superhub 5 tomorrow?? Who knows...

As it stands I have no idea what I'm getting or what I'm paying for. If it carries on longer than 7 more days then I'll have to cancel it all as my 14 days cooling off period started on the 3rd Jan, even though nothing yet has been finalised.

Something that should be so simple always seems to be so complicated with VM.

[EDIT]

I ordered the 1gb broadband. Online says I now have 600mb, the link from online account to download my contract says 500mb....

This sort of thing seems to happen on an alarmingly regular basis. The left hand doesn't know what the right hand is doing. I'd have a look on the community forum if I were you. There are loads of threads with a similar story, I'd probably ask for help there as they're quite good at sorting stuff out.


https://community.virginmedia.com/

[Mr K]

Originally Posted by daveeb

This sort of thing seems to happen on an alarmingly regular basis. The left hand doesn't know what the right hand is doing. I'd have a look on the community forum if I were you. There are loads of threads with a similar story, I'd probably ask for help there as they're quite good at sorting stuff out.


https://community.virginmedia.com/

+1 for the community forum. They are the few in VM that try and help, although you might have to wait several days/weeks for them to pick it up.

It's a shame you have to publicly shame VM to get decent CS. Sign of the times I guess, social media is everything... They obviously have no intention of improving things as they continually win annual awards for the worst CS, and are ignoring calls to stop off shoring.

[RichardCoulter]

Originally Posted by Mr K

+1 for the community forum. They are the few in VM that try and help, although you might have to wait several days/weeks for them to pick it up.

It's a shame you have to publicly shame VM to get decent CS. Sign of the times I guess, social media is everything... They obviously have no intention of improving things as they continually win annual awards for the worst CS, and are ignoring calls to stop off shoring.

Spot on.

[peanut]

The plot thickens.... Today I received a new superhub 5 modem. So that wasn't cancelled.

I called them back and told them what was going on all over again and that I've received the new modem. They still say no that they can't do the original price. After a while, they said to keep 500mb and then agreed the original price. Finally getting somewhere. But as I've clicked the online order for the 1gb, which they've cancelled / not cancelled. I then had to send them a screenshot of the order / offer which I've done.

Then just a few minutes ago I get a text from VM to say they're sending me out a new superhub 5 to be delivered this Saturday???

I still don't know what's going on or what they're doing.

Who knows this time next month I might have a cupboard full of shiny new Superhub 5s...

[Mr K]

Originally Posted by peanut

The plot thickens.... Today I received a new superhub 5 modem. So that wasn't cancelled.

I called them back and told them what was going on all over again and that I've received the new modem. They still say no that they can't do the original price. After a while, they said to keep 500mb and then agreed the original price. Finally getting somewhere. But as I've clicked the online order for the 1gb, which they've cancelled / not cancelled. I then had to send them a screenshot of the order / offer which I've done.

Then just a few minutes ago I get a text from VM to say they're sending me out a new superhub 5 to be delivered this Saturday???

I still don't know what's going on or what they're doing.

Who knows this time next month I might have a cupboard full of shiny new Superhub 5s...

Put a complaint in. They don't like that.
https://my.virginmedia.com/my-cases/make-a-complaint

[peanut]

Originally Posted by Mr K

Put a complaint in. They don't like that.
https://my.virginmedia.com/my-cases/make-a-complaint

Thanks, just tried to do that. It seems it doesn't want me to be able to put my details in.

I can add to everything but name, account number and address. Just won't let me type in those boxes so can't even do that....

[RichardCoulter]

Originally Posted by peanut

Thanks, just tried to do that. It seems it doesn't want me to be able to put my details in.

I can add to everything but name, account number and address. Just won't let me type in those boxes so can't even do that....

A very convenient fault (particularly when their regulator has been admonished for the number of complaints it receives).

I'd contact Ofcom to complain that they are inhibiting your right to complain.