Virgin Media Customer Service- Your Personal Experience

[Mythica]

Originally Posted by jfman

If it gives you a package breakdown that says 1 gig broadband and it makes no reference to Volt upgrades in the text or small print, pretty good?

Not sure as I've not clicked on it yet, will look when I'm ready to upgrade.

[peanut]

Well this morning my V6 box has died (yet again). I booked an engineer online to come out tomorrow. So I call up customer service to make sure everything is okay and they said there's a problem with my superhub. I said no there isn't. I said I've booked an engineer for tomorrow and just want to make sure they have a V6 box on the van to replace it. He said the engineer will reset the box and I said you can't reset the box because the hard drive is dead. So I asked to make sure I get a replacement V6 box.

He said I will need a different engineer for that. They said it'll be £25 for a new box. I said 'nope', not going to happen.

I asked to speak to his supervisor and after a while, the same person came back and said as a goodwill gesture they'll take off the £25 but will add Sky Sports to my package at a charge of £5 extra a month. I said 'nope' again. But he's already gone and done it. I asked him to take it off as I don't want sports.

This went on for about 20 minutes, With myself saying I just want a new box, but he kept saying he'll add sports.

This was the weirdest Virgin customer service call I've had in over 20 years+

So long story short.... An engineer is now booked (again) for tomorrow and I'll see how things go. For some reason I have doubts things will be straight forward.

[Itshim]

Originally Posted by peanut

Well this morning my V6 box has died (yet again). I booked an engineer online to come out tomorrow. So I call up customer service to make sure everything is okay and they said there's a problem with my superhub. I said no there isn't. I said I've booked an engineer for tomorrow and just want to make sure they have a V6 box on the van to replace it. He said the engineer will reset the box and I said you can't reset the box because the hard drive is dead. So I asked to make sure I get a replacement V6 box.

He said I will need a different engineer for that. They said it'll be £25 for a new box. I said 'nope', not going to happen.

I asked to speak to his supervisor and after a while, the same person came back and said as a goodwill gesture they'll take off the £25 but will add Sky Sports to my package at a charge of £5 extra a month. I said 'nope' again. But he's already gone and done it. I asked him to take it off as I don't want sports.

This went on for about 20 minutes, With myself saying I just want a new box, but he kept saying he'll add sports.

This was the weirdest Virgin customer service call I've had in over 20 years+

So long story short.... An engineer is now booked (again) for tomorrow and I'll see how things go. For some reason I have doubts things will be straight forward.

Good to see Virgin are keeping their standards up