Virgin media muppets !
05 February 2010, 08:22 PM
#1
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Virgin media muppets !
I need to have a rant about how shockingly bad Virgin media is before my head explodes with rage !
I moved last week into my new house. Before doing so I rang VM and asked them about moving my services and what that would entail. They said it was no problem,I would keep the same account number and email address,wouldn't need to start a new contract and they would knock £10 a month off my bill and upgrade me to talk unlimited as i've been with them for over 3 years.
The house had the VM cable already installed so all I needed to do was connect my equipment up and then call them to activate the account.
Well,I called them Monday to tell them I was ready to activate my account. They told me that this was now a new account and my old account would now be closed. I would need to sign a new 12 month contract and pay a months bill in advance. I told them that I was told I wouldn't need to do any of that and they just said that I shouldn't have been told that !
After activation the phone line wouldn't work so they had to book an engineer to come out and repair it which they did on Wednesday,whatever he did then affected the TV as this stopped working. Spent 2 hours on the phone to them getting passed between different departments before they sent a signal down the line to reset the box. After they did that the TV worked but the modem stopped working so I had no internet
Engineer came today who said the modem is old and they have sent a signal out to kill all the old modems but he would call the IT department who will look into
It's working now but they have agreed to send a new modem out on Monday. If they have killed the old one how can it be working now ?
After talking to customer services they agreed that the service I have received is poor and they were going to give me a new TV box to replace my older unit and also a second TV box for upstairs as compensation with no fee's to pay.
They've just called me to say that they aren't going to give me a newer TV box and will only give me a second box if I pay £35 installation and £9.50 a month
I've never experienced such terrible customer service,every person I spoke to had absolutely no idea what they were doing.
I would cancel the lot but I have no idea who provides a quality service for a similar price. I would go to Sky but have heard bad stories about them aswell.
Rant over
I moved last week into my new house. Before doing so I rang VM and asked them about moving my services and what that would entail. They said it was no problem,I would keep the same account number and email address,wouldn't need to start a new contract and they would knock £10 a month off my bill and upgrade me to talk unlimited as i've been with them for over 3 years.
The house had the VM cable already installed so all I needed to do was connect my equipment up and then call them to activate the account.
Well,I called them Monday to tell them I was ready to activate my account. They told me that this was now a new account and my old account would now be closed. I would need to sign a new 12 month contract and pay a months bill in advance. I told them that I was told I wouldn't need to do any of that and they just said that I shouldn't have been told that !
After activation the phone line wouldn't work so they had to book an engineer to come out and repair it which they did on Wednesday,whatever he did then affected the TV as this stopped working. Spent 2 hours on the phone to them getting passed between different departments before they sent a signal down the line to reset the box. After they did that the TV worked but the modem stopped working so I had no internet
Engineer came today who said the modem is old and they have sent a signal out to kill all the old modems but he would call the IT department who will look into
It's working now but they have agreed to send a new modem out on Monday. If they have killed the old one how can it be working now ?
After talking to customer services they agreed that the service I have received is poor and they were going to give me a new TV box to replace my older unit and also a second TV box for upstairs as compensation with no fee's to pay.
They've just called me to say that they aren't going to give me a newer TV box and will only give me a second box if I pay £35 installation and £9.50 a month
I've never experienced such terrible customer service,every person I spoke to had absolutely no idea what they were doing.
I would cancel the lot but I have no idea who provides a quality service for a similar price. I would go to Sky but have heard bad stories about them aswell.
Rant over
05 February 2010, 09:20 PM
#2
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i agree totally.
I only stay with them for the fast internet.
I phoned them up last year and told them I mgiht leave for sky and they basically told me not to let the door hit me on the way out!
I only stay with them for the fast internet.
I phoned them up last year and told them I mgiht leave for sky and they basically told me not to let the door hit me on the way out!
05 February 2010, 09:52 PM
#4
I need to have a rant about how shockingly bad Virgin media is before my head explodes with rage !
I moved last week into my new house. Before doing so I rang VM and asked them about moving my services and what that would entail. They said it was no problem,I would keep the same account number and email address,wouldn't need to start a new contract and they would knock £10 a month off my bill and upgrade me to talk unlimited as i've been with them for over 3 years.
The house had the VM cable already installed so all I needed to do was connect my equipment up and then call them to activate the account.
Well,I called them Monday to tell them I was ready to activate my account. They told me that this was now a new account and my old account would now be closed. I would need to sign a new 12 month contract and pay a months bill in advance. I told them that I was told I wouldn't need to do any of that and they just said that I shouldn't have been told that !
After activation the phone line wouldn't work so they had to book an engineer to come out and repair it which they did on Wednesday,whatever he did then affected the TV as this stopped working. Spent 2 hours on the phone to them getting passed between different departments before they sent a signal down the line to reset the box. After they did that the TV worked but the modem stopped working so I had no internet
Engineer came today who said the modem is old and they have sent a signal out to kill all the old modems but he would call the IT department who will look into
It's working now but they have agreed to send a new modem out on Monday. If they have killed the old one how can it be working now ?
After talking to customer services they agreed that the service I have received is poor and they were going to give me a new TV box to replace my older unit and also a second TV box for upstairs as compensation with no fee's to pay.
They've just called me to say that they aren't going to give me a newer TV box and will only give me a second box if I pay £35 installation and £9.50 a month
I've never experienced such terrible customer service,every person I spoke to had absolutely no idea what they were doing.
I would cancel the lot but I have no idea who provides a quality service for a similar price. I would go to Sky but have heard bad stories about them aswell.
Rant over
I moved last week into my new house. Before doing so I rang VM and asked them about moving my services and what that would entail. They said it was no problem,I would keep the same account number and email address,wouldn't need to start a new contract and they would knock £10 a month off my bill and upgrade me to talk unlimited as i've been with them for over 3 years.
The house had the VM cable already installed so all I needed to do was connect my equipment up and then call them to activate the account.
Well,I called them Monday to tell them I was ready to activate my account. They told me that this was now a new account and my old account would now be closed. I would need to sign a new 12 month contract and pay a months bill in advance. I told them that I was told I wouldn't need to do any of that and they just said that I shouldn't have been told that !
After activation the phone line wouldn't work so they had to book an engineer to come out and repair it which they did on Wednesday,whatever he did then affected the TV as this stopped working. Spent 2 hours on the phone to them getting passed between different departments before they sent a signal down the line to reset the box. After they did that the TV worked but the modem stopped working so I had no internet
Engineer came today who said the modem is old and they have sent a signal out to kill all the old modems but he would call the IT department who will look into
It's working now but they have agreed to send a new modem out on Monday. If they have killed the old one how can it be working now ?
After talking to customer services they agreed that the service I have received is poor and they were going to give me a new TV box to replace my older unit and also a second TV box for upstairs as compensation with no fee's to pay.
They've just called me to say that they aren't going to give me a newer TV box and will only give me a second box if I pay £35 installation and £9.50 a month
I've never experienced such terrible customer service,every person I spoke to had absolutely no idea what they were doing.
I would cancel the lot but I have no idea who provides a quality service for a similar price. I would go to Sky but have heard bad stories about them aswell.
Rant over
I cant leave anyway as i have no BT line
05 February 2010, 10:06 PM
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I must use a different virginmedia from another dimension as Ive had nothing but good service!
I even managed a £30 a month good will credit for the last two years just because I tried to cancel once and go to Sky.
Also got another V+ installed for free, which a mate of mine couldnt get the very same day he tried.
I even managed a £30 a month good will credit for the last two years just because I tried to cancel once and go to Sky.
Also got another V+ installed for free, which a mate of mine couldnt get the very same day he tried.
05 February 2010, 10:12 PM
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I must use a different virginmedia from another dimension as Ive had nothing but good service!
I even managed a £30 a month good will credit for the last two years just because I tried to cancel once and go to Sky.
Also got another V+ installed for free, which a mate of mine couldnt get the very same day he tried.
I even managed a £30 a month good will credit for the last two years just because I tried to cancel once and go to Sky.
Also got another V+ installed for free, which a mate of mine couldnt get the very same day he tried.
I'd have been better off cancelling my services and then starting as a new customer in my new house
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05 February 2010, 11:14 PM
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In writing only, as posted above, it is a massive company. Pointless trying to do things over the phone, Customer Service have not been trained in the technical aspects, that isn't there job requirement and they have targets to meet.
I worked in MBNA Europe Chester when I was younger, it was the same there, it is considered that phones monkeys are less important, due to the amount of stupidness Vs normal complaints/requests, unless the account ended in a particular way, if so it was transferred to a department who had much more concessions on account management.
Also, the 'letter readers' have a legal obligation placed upon them, phone support have no such restrictions and in there mind set, will never speak to you again, are paid less, more stressed etc Calls are recorded? well that isn't true, it is, but only for 48 hours, with a 4 hours man hour recall after the 24hr period.
Big business are proper dodgy, money is money.
I worked in MBNA Europe Chester when I was younger, it was the same there, it is considered that phones monkeys are less important, due to the amount of stupidness Vs normal complaints/requests, unless the account ended in a particular way, if so it was transferred to a department who had much more concessions on account management.
Also, the 'letter readers' have a legal obligation placed upon them, phone support have no such restrictions and in there mind set, will never speak to you again, are paid less, more stressed etc Calls are recorded? well that isn't true, it is, but only for 48 hours, with a 4 hours man hour recall after the 24hr period.
Big business are proper dodgy, money is money.
06 February 2010, 01:09 PM
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I was with NTL who then became VM and at 1st the change to VM seemed to improve customer service to the level you would expect from the Virgin brands but after a year it went back down to NTL's standard reply of **** U.
Tech support was some daft idiot's the other side of the world who didnt understand English.
The fact that they tie you into long contracts suggests to me that they now their service constantly fails and that people will want to leave before that period of 18 months is up.
To sum up Virgin Media = avoid at all costs
Tech support was some daft idiot's the other side of the world who didnt understand English.
The fact that they tie you into long contracts suggests to me that they now their service constantly fails and that people will want to leave before that period of 18 months is up.
To sum up Virgin Media = avoid at all costs
06 February 2010, 07:25 PM
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Couldn't agree more. I a stuck in a contract with them too and cannot wait to be free of them.
Every time I switch off my router they cut off my broadband so I have to spend hours on the phone trying to sort it out. I now leave the router on all the time. Even now if I go away for more than a week they cut it off.
Every time I switch off my router they cut off my broadband so I have to spend hours on the phone trying to sort it out. I now leave the router on all the time. Even now if I go away for more than a week they cut it off.
06 February 2010, 07:50 PM
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Couldn't agree more. I a stuck in a contract with them too and cannot wait to be free of them.
Every time I switch off my router they cut off my broadband so I have to spend hours on the phone trying to sort it out. I now leave the router on all the time. Even now if I go away for more than a week they cut it off.
Every time I switch off my router they cut off my broadband so I have to spend hours on the phone trying to sort it out. I now leave the router on all the time. Even now if I go away for more than a week they cut it off.
I've told them i'm not signing it and they've said that I have to as i'm now a new customer. I said to them that if i'm a new customer that I want new equipment to replace my old stuff which is what I would get if I had just signed up.
They are refusing to do that so I won't be signing it
07 February 2010, 09:48 AM
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Most of these large companies are the same. I had a similar exerience with Talk talk. I moved house and took over the contract (phone and internet) in the house - was all agreed. When I moved in I it worked fine, but later I had a phone bill for circa £300 due to international calls (I worked from home for a Swiss company) - I rang Talk Talk and complained only to be told that I had started a new contract with out the inclusive international calls. Cutting a long story short, it took me about 3 months to cancel as I agreed to give them a chance to put things right. Luckly, I was running a second phone line (BT) along with Orange internet and continued to use that - and still am.
07 February 2010, 09:54 AM
#14
I have been with both NTL and sky..
Out of the 2 i would definately say Sky has been the better company for me....
In fact i have never had a problem at all,and when the need has arisen to contact customer services i have always had excellent service from them..
NTL on the other hand wouldnt know where to find there @rse in a bumhole picking contest.
Out of the 2 i would definately say Sky has been the better company for me....
In fact i have never had a problem at all,and when the need has arisen to contact customer services i have always had excellent service from them..
NTL on the other hand wouldnt know where to find there @rse in a bumhole picking contest.
07 February 2010, 09:50 PM
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what?They really haven't got a clue
08 February 2010, 01:30 AM
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08 February 2010, 12:05 PM
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18 February 2010, 10:57 PM
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Well thanks to pimmo2000 this is all sorted now
VM have offered me a V+ box upgrade which would normally be £99 installation and a monthly fee for free as compensation for my issues
They aren't all muppets after all
VM have offered me a V+ box upgrade which would normally be £99 installation and a monthly fee for free as compensation for my issues
They aren't all muppets after all
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