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Virgin Media Customer Service- Your Personal Experience
View Poll Results: My personal experience of Virgin Media customer service has been:
Excellent- I've never had any problems with them 248 19.00%
Generally OK 311 23.83%
Hit 'n' Miss - about 50/50 270 20.69%
Poor- they normally mess it up 236 18.08%
Awful - never had a useful phonecall to them 240 18.39%
Voters: 1305. You may not vote on this poll

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Old 06-09-2021, 16:44   #436
RichardCoulter
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Re: Virgin Media Customer Service- Your Personal Experience

Not got any better according to Ofcom:

https://www.ispreview.co.uk/index.ph...omplaints.html
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Old 06-09-2021, 17:48   #437
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Re: Virgin Media Customer Service- Your Personal Experience

Quote:
Originally Posted by RichardCoulter View Post
Not got any better according to Ofcom:

https://www.ispreview.co.uk/index.ph...omplaints.html
And yet you are still here
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Old 06-09-2021, 20:06   #438
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Re: Virgin Media Customer Service- Your Personal Experience

Quote:
Originally Posted by RichardCoulter View Post
Not got any better according to Ofcom:

https://www.ispreview.co.uk/index.ph...omplaints.html
I must admit, I canít see where these complaints are coming from. Iíve always been happy with the service I get from any of the cable companies over the years.

I admit that when I wanted to change my package a few months back it was difficult to raise Customer Services over the phone due to the pandemic, but I then used their Ďchatí method for the first time, and it worked just great. I got a better deal than I expected.
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Old 07-09-2021, 12:06   #439
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Re: Virgin Media Customer Service- Your Personal Experience

Quote:
Originally Posted by OLD BOY View Post
I must admit, I canít see where these complaints are coming from. * Iíve always been happy with the service I get from any of the cable companies over the years.

I admit that when I wanted to change my package a few months back it was difficult to raise Customer Services over the phone due to the pandemic, but I then used their Ďchatí method for the first time, and it worked just great. I got a better deal than I expected.
As have l. * Richard ?
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Old 08-09-2021, 12:32   #440
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Re: Virgin Media Customer Service- Your Personal Experience

You read posts on forums and "Furryus from Croydon" often has issues that they caused and wants someone to come immediately to fix it so they don't miss their TV. To heck with priorities, vulnerable customers etc.

Not saying we don't need to improve, hopefully we are, but often ratings sites don't get the whole picture. It's much easier to support a smaller number of more selective customers than those using incumbent or the bigger nationals.
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Old 08-09-2021, 12:53   #441
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Re: Virgin Media Customer Service- Your Personal Experience

Over the past five years we've been in our current home, we've never had an issue with VM until recently when some maintenance was being performed.

The maintenance finished and i had huge latency and packet loss on my connection, i thought fair enough, i'll leave it overnight. I wake up in the morning to see another maintenance session to be performed, OK, thinks I....

After this had finished same as before huge latency & massive packet loss.

I then ring VM tech support and get through to an overseas call center who insist that the problem is because my modem is in modem only mode and that it needs to be set back to being a hub. So, i entertain them, reset the hub for good measure and put it into 'normal mode' same issues.

I then get told that it's a known issue and could take up to a week to fix. At which point i ask to speak to a manager, and I'm hung up on.

I ring back, get through to a UK tech support, explain the issue again as no notes had been placed on the call. I advise what i've done, removed my infrastructure, connected Mac directly to hub & also a windows machine for good measure, rebooted, reset hub etc. etc.

I get an appointment for an engineer visit on Monday between 8-12 engineer knocks on the door, tells me hw knows exactly where the fault is, and that because of the maintenance not all the cables had been reconnected properly at the cab, and that my signal is so low he's amazed i was getting any connection at all. fifteen minutes later, all fixed.

So... to summarise

1. VM's overseas tech support is absolutely atrocious
2. VM UK support is reasonable
3. It would appear that VM's maintenance procedures are sloppy (and that's being kind)
4. The actual onsite engineer was really good.
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Old 16-09-2021, 19:41   #442
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Re: Virgin Media Customer Service- Your Personal Experience

As of September 2021, which departments are offshored and which are based in the UK?
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