Alky Posted June 7, 2009 Posted June 7, 2009 I really sympathise with you thenugnug - see below what I had to do with Virgin to get them to allow me to change ISP. This is after they had already told me that they would limit any other competitors speed to my property if I changed ISP!!!! I never, ever got a reply from them via my emails or from th letter sent recorded delivery. Altogether really crap - and I used to defend them! Also, after three years of a max of 0.5mb connections (MAX!!!!) I went with Sky, and after a bit of trying got 2mb!!! Same copper wire just adjustments at their end! So if you do feel like changing - I would reccomend Sky. Just to let people know haw I finaly resolved my change from Virgin - after they ignored my first request, and the three emails sent on their own complaint eform, and the next two phone calls, and the registered letter sent via post office, I got a little pi**ed off! I rang OFCOM - a very nice gent took my details, told me they would take my case and gave me details of what could happen etc. Within 20mins of putting the phone down - guess who rang me??? Yep Virgin - oh so sorry!!!! They gave me the MAC code on the 15th then sent me an email saying my account was closed on the 14th!!!!! They cant do anything right!!! So just awaiting transfer to sky now.
Trickle Posted June 7, 2009 Posted June 7, 2009 you could always write them a letter complaining once you have the initial problem sorted. Whats that going to do? He'll get a response effectively telling him to get off his backside and do some diagnosis. They will expect him to have spent time on the phone to the support line to confirm there is a fault. If their only call records are of him spending two minutes being uncivil before the agent was forced to hang up, then they wont have enough information on the issue to respond to the letter any other way.
Weazel2006 Posted June 7, 2009 Posted June 7, 2009 I can understand your frustrations with virgin. I had an incident recently where again due to the job center's admin errors we were late paying by a few days, the net and line got suspended and they were no help whatsoever. The entire situation was out of our hands and they were told i needed access to at least a single number in sheffield as i would need to phone triage as my partner could go into labour at any moment. They didn't do anything and their maths was even worse. Even BT once gave me 24 hours grace to phone around on the line to kick people in the ass and get the payment's through so i was pretty livid i was locked down. Best bet is to answer every question they ask till they get to the part where they need to send out an engineer, then shout yes. Good luck
SheShe Posted June 7, 2009 Posted June 7, 2009 Can I just say that I had a problem with my broad band last week. I thought it was my pc at first because it's just been to the doctors but eventually rang them on the 151 number. They couldn't have been nicer and after investigating said it WAS their problem and it might take a few days to sort out. They suspended charges for the time I was without and the next time I used my pc it was rectified. I realise this might not suit people who use their pc all the time but as I'm about a three times a week user it was ok. The whole call only cost 10p as well and I was on over 30 minutes.
DuncanSmith Posted June 7, 2009 Posted June 7, 2009 I moved from Virgin to Sky. Virgins tech help and customer service was rubbish in my view. The connection was fragile and always droppin out. I was always on the phone to them and it was just too much hassle so i switched. Sky are so much better than Virgin in every way and now i couldnt be happier.
AndyK Posted June 7, 2009 Posted June 7, 2009 Try emailing the Chief Executive Neil Berkett. I did and his office in Manchester contacted me straight away. My gripe was that existing 'loyal' customers of Virgin Media (I go back to Yorkshire Cable, Telewest and the Blueyonder days!) are being offered a worse deal for their TV, Phone and V-HD Box service than new customers. The small print says 'new customers only' it's like that daft Telly ad. His email add is Neil.Berkett@virginmedia.co.uk (and it's in the public domain) I agree their customer service is rubbish -When you've got a prob you want to make one phone call and get it sorted and you want to speak to someone who'se competent and interested in your case and can do something about it there and then - is that too much to ask ??
Ghozer Posted June 7, 2009 Posted June 7, 2009 If there's an issue, it needs resolving, and it's likley not Virgins fault.. if you have Virgin phone, dial 150, and go through there to get to broadband support, that method takes you to a UK call center that's open 24 hours per day. the indian one is out-sourced for none virgin phone customers (sucks I know)
SYorksDeano Posted June 7, 2009 Posted June 7, 2009 Thanks to WestYorksDeano for the tip BTW ! Told you it would work
vicky77 Posted June 8, 2009 Posted June 8, 2009 To be fair to Virgin they are not alone in providing crap customer service when there is a problem with broadband. AOL and Tiscali are just as bad.
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