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Virgin media

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By *mmMandy OP   TV/TS
over a year ago

Southampton

Anybody got anything good to say about Virgin Media customer service, or is it generally held they are setting a new standard of "Poor" within the industry?

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By *ockosaurusMan
over a year ago

Warwick

They aren't setting the standard, they always had it.

They were originally NTL but rebranded to try avoiding all the negativity towards them. However they failed to change at all, so it's all just resurfacing.

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By *rHotNottsMan
over a year ago

Dubai & Nottingham

Yes it’s dire…. but still the best broadband product in the U.K.

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By *rHotNottsMan
over a year ago

Dubai & Nottingham


"They aren't setting the standard, they always had it.

They were originally NTL but rebranded to try avoiding all the negativity towards them. However they failed to change at all, so it's all just resurfacing. "

They were a whole bunch of local loops , NTL just one then Virgin , then Liberty global acquired them a few years ago and now one of about 13 European Opcos but they have all the shit legacy systems still.

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By *itzi999Woman
over a year ago

Slough


"Anybody got anything good to say about Virgin Media customer service, or is it generally held they are setting a new standard of "Poor" within the industry?"

They are beyond rubbish!!! Avoid at all costs.

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By *ig1gaz1Man
over a year ago

bradford

You will get some where with disconnections than you will with customer service on virgin media.

Ive never used them as I use disconnections instead.

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By (user no longer on site)
over a year ago

I’m with them for my mobile, but won’t be once I can leave. They are rubbish

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By (user no longer on site)
over a year ago

Don’t know as they don’t have them here

But the joys off staying in Scotland

Don’t previde the service I am wanting

Direct debit canceled and get told to do one

Anything under 5k can’t be take to cort and it’s illegal to send debt clertorts to repo stuff

Find company very fast to jump when they find out they not going to get payed

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By (user no longer on site)
over a year ago

Ex husband has Virgin for broadband, and my kids are forever cursing it!

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By (user no longer on site)
over a year ago

Every problem I've had seems to be mad worse by their customer service. Also you need to make sure you have around 2 hours free to make the call as you'll be put on hold a zillion times

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By *eyond PurityCouple
over a year ago

Lincolnshire

Our broadband is super quick and I've always found the customer service centre really efficient and helpful, going out of their way to assist.

I'm on a business tariff, I don't know if that makes any difference?

C

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By (user no longer on site)
over a year ago

When you ring and they go through the options. Press the number for disconnections you will get a lot better service very helpful. Plus you won't be talking to a call center in India

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By *ig1gaz1Man
over a year ago

bradford


"Our broadband is super quick and I've always found the customer service centre really efficient and helpful, going out of their way to assist.

I'm on a business tariff, I don't know if that makes any difference?

C"

Yet we are on the old network not newly laid network.

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By *ig1gaz1Man
over a year ago

bradford


"Ex husband has Virgin for broadband, and my kids are forever cursing it! "

The main thing with virgin is check what system your using before you moan about them.

If your not on virgins own network then your using bts crap network thats still to be upgraded.

Mobile phones dont use them but they do tag onto other networks like most of the rest of them.

Wired vs wireless wired is the prefered option wireless does suffer from multi signal cross over and therefore drops the signal.

Lowering the signal to another type of signal can benefit the connection of this but is slower.

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By (user no longer on site)
over a year ago

I know people on BT BB and would love to get VM but can't, vice versa know people on it and threaten to leave, they end up staying with em as they get a cracking deal when they call in to cancel.

Just got to play the game I guess.

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By *ongFun94Man
over a year ago

Hounslow

I work for Virgin, if anyone wants to come over to us, let me Know and I can help get you a deal

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By (user no longer on site)
over a year ago

Had problems with their mobile service for a while, ever since I was forced to replace the SIM card. Then not too long ago got a text from the network saying they were going to stop my service in January.

What has happened to them? Virgin mobile used to be such a good network.

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By (user no longer on site)
over a year ago

I was with Virgin for years until I moved 4 years ago. Their customer service was, on the whole, rubbish. I went with EE (part of BT). Product wasn't as good, but customers service is good. Had to switch fully to BT and initially crap product and crap customer service. Full package was never right until I got hold of someone deep in the technical side who worked through the problems and solved it. Sometimes it simply depends who you talk to. I had engineers coming out, contradicting each other, and one who couldn't tell the difference between a wired and a wireless system!

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By *mmMandy OP   TV/TS
over a year ago

Southampton

here is a loose account of my Virgin experience.

Sent them an e-mail asking for there service.

Guy turned up on time , set everything up, worked just fine.

two weeks later nothing works, spoke to some guy in India that could only read a script, found out from a neighbour that everybodys virgin had failed, it was fixed within a couple of days.Fine

at the end of my 12 month contract I opted to leave Virgin, and that where the trouble started.

Its now the first lockdown, after 4 or 5 30 minute phone calls arn't answered, I try the virgin website which says its "chat" function is non operable,

eventually get through to a guy that seemed very switched on, dealt with what I wanted to do, all seems good. I off virgin.

Next thing is I get an e-mail from virgin saying I've missed a payment and If I don't pay it there going to disconect me.

many more phone calls and many more hours on hold and I get through to the same guy, he says" wow actually we owe you £26"

Now my contract with virgin has expired and they no longer provide a service, but I keep getting letters from Virgin demanding money.

Many more phone calls, and many more hours on hold and I get, "OK, we think you owe us money, and you think you dont, after 30 days we'll send you a deadlock letter and you can take it to the ombudsman"

by this time they have put me down as a bad debt customer on my credit score.

20 days later, with no further communication they send me a e-mail to say the matter with customer service is resolved and there will be no deadlock letter.

Again, many phone calls and many hours on hold, the new guy tells me I renewed my contract, I dispute this and again I am told after 30 days a deadlock letter will be issued, again 20 days later I get an e-mail saying the dispute has been resolved.

All this time I have a note on my credit report saying I am a bad debt risk. ( The credit report even shows I made 13 payments on a 12 month contract)

Eventually, many phone calls, many hours on hold, Virgin says, yep your right, you don't owe us any money.

I say to them, OK remove the bad remarks on my credit report.

A year later its still there!!!!!!!!

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By (user no longer on site)
over a year ago

Broadband ropey in my parents house. They had to install WiFi boosters upstairs because of it. Never had a problem with bt or sky and imo bt is the best broadband available.

Virgin TV is also shite, poor user interface

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By *nliveneTV/TS
over a year ago

Selby

That's why no Internet connection at home, apart from Three on the phone and i just stick to freeview channels

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By *AYENCouple
over a year ago

Lincolnshire

When you try to cancel they really push you around, from one operator to another, each time asking for all your details - it can take literally hours to cancel.

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By *irestorm 500Couple
over a year ago

coventry

They are crap , no help , if you need an engineer its a 4 day wait but do you get anything off your bill ...Do you heck ...

X Storm X

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By (user no longer on site)
over a year ago

Ive had tv and broadband for three months now... cant say they are good but no major problems so far!

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By *andyfloss2000Woman
over a year ago

ashford

They are crap! X

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By *instonandLadyAstorCouple
over a year ago

Not where we seem to be...

If you look up "utter crap" in the dictionary there's a weblink to Virgins site.

They are truly appalling.

Lady Astor

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By *irtysnapperMan
over a year ago

Bromsgrove

Not heard good things. Zen Internet are by far the best according to Which. And me.

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By *weetandHungMan
over a year ago

liverpool

If nobody knows virgin and o2 are now the same company joined forces

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By *ervent_fervourMan
over a year ago

Halifax

Got the best network but made me redundant so screw em i say!

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By *weetandHungMan
over a year ago

liverpool

£20 for bbi,tv,phone, half price mobile.

Happy days

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By (user no longer on site)
over a year ago


"here is a loose account of my Virgin experience.

Sent them an e-mail asking for there service.

Guy turned up on time , set everything up, worked just fine.

two weeks later nothing works, spoke to some guy in India that could only read a script, found out from a neighbour that everybodys virgin had failed, it was fixed within a couple of days.Fine

at the end of my 12 month contract I opted to leave Virgin, and that where the trouble started.

Its now the first lockdown, after 4 or 5 30 minute phone calls arn't answered, I try the virgin website which says its "chat" function is non operable,

eventually get through to a guy that seemed very switched on, dealt with what I wanted to do, all seems good. I off virgin.

Next thing is I get an e-mail from virgin saying I've missed a payment and If I don't pay it there going to disconect me.

many more phone calls and many more hours on hold and I get through to the same guy, he says" wow actually we owe you £26"

Now my contract with virgin has expired and they no longer provide a service, but I keep getting letters from Virgin demanding money.

Many more phone calls, and many more hours on hold and I get, "OK, we think you owe us money, and you think you dont, after 30 days we'll send you a deadlock letter and you can take it to the ombudsman"

by this time they have put me down as a bad debt customer on my credit score.

20 days later, with no further communication they send me a e-mail to say the matter with customer service is resolved and there will be no deadlock letter.

Again, many phone calls and many hours on hold, the new guy tells me I renewed my contract, I dispute this and again I am told after 30 days a deadlock letter will be issued, again 20 days later I get an e-mail saying the dispute has been resolved.

All this time I have a note on my credit report saying I am a bad debt risk. ( The credit report even shows I made 13 payments on a 12 month contract)

Eventually, many phone calls, many hours on hold, Virgin says, yep your right, you don't owe us any money.

I say to them, OK remove the bad remarks on my credit report.

A year later its still there!!!!!!!! "

1. You can contact the credit agencies and dispute rating they, if you some email proof it help to remove.

2. Should have gone to the ombudsman yourself. Put in a complaint and claimed compensation. If everybody who gets treated like this went to ombudsman and won compensation, these companies would soon improve their service.

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By *ormorantMan
over a year ago

Lincolnshire

When I changed provider they took my email address away, beyond churlish…. Wankers…

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By (user no longer on site)
over a year ago

Bring back NYNEX.

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By (user no longer on site)
over a year ago


"They aren't setting the standard, they always had it.

They were originally NTL but rebranded to try avoiding all the negativity towards them. However they failed to change at all, so it's all just resurfacing.

They were a whole bunch of local loops , NTL just one then Virgin , then Liberty global acquired them a few years ago and now one of about 13 European Opcos but they have all the shit legacy systems still. "

Agree with this. I was originally with Telewest, then it changed to Virgin Media and they were charging me £60 a month which I couldn’t afford so got behind on payments and that was just basic package, no extra channels. In the end I got rid and went to Talk Talk, again not the best customer service but I now pay £24.95 per month and am happy. I also have Netflix and Disney+ which are extra charges but I can cancel either whenever I want too.

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