Virgin Media Customer service

Discussion in 'Letting Off Steam' started by cremeegg, Oct 3, 2017.

  1. cremeegg

    cremeegg Frequent Poster

    Posts:
    2,385
    Virgin Media Customer service is a joke.

    I am using (trying to use) their web chat to resolve an issue. After 20 minutes I am number 15 in the queue.

    I love this forum.
     
  2. Delboy

    Delboy Frequent Poster

    Posts:
    1,440
    I was on it last week. Took me 20 minutes to get from #8 to actually talking to someone.
    Any other year at renewal time, it only took a minute or so to get through so they must have had more staff cut backs. Meanwhile the prices of their packages have shot up! Best offer I got this year was 3 months half price, 9 at full. So I gave me notice to quit and am currently looking at other options
     
  3. Purple

    Purple Frequent Poster

    Posts:
    8,415
    When it was UPC it was a disaster. It was the reason I moved to Sky (their customer service is superb). I don't suppose it has improved much with the name change.
     
  4. amtc

    amtc Frequent Poster

    Posts:
    716
    I discovered a trick recently if you ring them. Press 1 for bills and account and then ask for customer service and you're put straight through to the Irish call centre. While I was on I chanced my arm and ended up with a half price offer
     
    Firehead and cremeegg like this.
  5. Purple

    Purple Frequent Poster

    Posts:
    8,415
    Under no circumstances would I ever use them again, even if they were offering me their package for free.
     
  6. Delboy

    Delboy Frequent Poster

    Posts:
    1,440
    amtc, half price for how long?
     
  7. amtc

    amtc Frequent Poster

    Posts:
    716
    6 months
     
  8. amtc

    amtc Frequent Poster

    Posts:
    716
    I mentioned I used to work in ComReg. This may have helped!
     
  9. Delboy

    Delboy Frequent Poster

    Posts:
    1,440
    Have you had 6 month half price deals recently with them?
    They tell me I've used up all on 6 month and 9 month offers
     
  10. amtc

    amtc Frequent Poster

    Posts:
    716
    Yep. Had one last year and year before
     
    Delboy likes this.
  11. roker

    roker Frequent Poster

    Posts:
    1,505
    It just took nine email/telephone calls to get SKY to disconnect after I moved house
     
  12. Purple

    Purple Frequent Poster

    Posts:
    8,415
    Did they answer the phone when you called them?
     
  13. Firefly

    Firefly Frequent Poster

    Posts:
    2,866
    I've had a different (good) experience with Virgin. Granted it was some months ago, but I had issues with my BB and got through to someone immediately. It was an issue in the area and was resolved about an hour later.

    I work from home sometimes (today for e.g.) so quality / resilience of BB is far more important to me than cost. I would give Virgin 10/10 for this over the past 3 years. It's just rock solid here anyway.
     
  14. roker

    roker Frequent Poster

    Posts:
    1,505
    I always got talk to someone or received a reply via email, they kept contradicting themselves
     
  15. Sol28

    Sol28 Frequent Poster

    Posts:
    180
    I reported them to ComReg! I cancelled my account in August giving the requisite 30 days notice. A week before the contract was due to end - I got debited a full months price. They assured me that it was a system thing and it would be refunded on the next bill. Anyway the next month there was a credit on my (now dormant) Virgin Media account. I waited for it to appear in my bank. I contacted them in early November asking when would I get the money back - And they were "Oh - you needed to ask for it to be returned!"

    So I asked for it and they said they'd send a cheque to my bank. No sign of it - They then told me I had to chase my bank - as it was now gone from their accounts. I had no evidence of the payment. So ultimately i reported them to ComReg and chased them incessantly. I finally got my money back in mid January - 5 months after I cancelled my account and 4 months after the contract end date.

    Effectively - they would have held my money in their accounts for ever unless i was diligent on checking for its return! Blatant theft by deception- and thats what I reported to ComReg.
     
  16. Firefly

    Firefly Frequent Poster

    Posts:
    2,866
    One word...Twitter

    (keep it reasonable but be sure to include Virgin UK ;))

    I've always found Virgin OK to be honest, but had to resort to Twitter for another such company and it worked wonders!
     
    Sol28 likes this.