Virgin Media Customer Service- Your Personal Experience

[Rillington]

I'd agree with that summing up denphone, and that often tends to be the case with other companies as well which outsource customer service to Indian call centres.

[Scary]

virgin media have the worse customer service of any company i have ever conacted, i have working in communications for over 7 years and managed business sales teams for several top company's and if any of my people spoke or delt with people the way virgin media do i would fire them on the spot

[ErnieBean]

Virgin Media customer services are just as bad as the rest of virgin media.
What they need is some strong competition.
Wanted to change my box to a V+ Total charge was going to be £140.00
Been a customer since it was telewest. but will change if BT Vision shows
an improvement

[Scary]

speak to disconnections see what they can do for you

[Peter_]

Originally Posted by Scary

speak to disconnections see what they can do for you

I think he already has according to his posts in another thread and the prices are standard for that upgrade and he may be best enquiring about TiVo at that price.

[ErnieBean]

Customer services are only interested in two things.
upgrades and new customers
any thing else don't waste your time unless you are willing to cancel VM

[fiddy]

I've never really had any major issues with virgin. Since stepping up to their 50meg though I do feel I'm not getting my true speeds and they keep saying its not true.

But a happy customer in general

Originally Posted by Chris W

This thread is for everyone to note their good/ bad experiences with Virgin Media's customer service department.

Please vote in the poll, and if you have an additional comments please feel free to leave them here!

I've had my share of problems recently particularly with TiVo

All my calls to support have been excellent, I have been helped, guided and calmed down by very cheerful helpful folk,

I can't speak to highly of all the staff I have spoke to in particular those that work in CEO's office , totally professional and I do believe they actually care

So That's been my experience and I have made many calls over he past 2 months

[Sooty Baxter]

Great if you get a UK call centre. I phoned up to enquire about Caller ID yesterday to be told that YES it was available in Brighton (our area was the last to be enabled). The very helpful Scotsman who sorted it said it would take up to 24 hours and it was actually done in about 1 hour! Despite being a Scot, I could understand every word he said - which sadly isn't true of the offshore call centres. Sometimes the problem is with the quality of the line to India not just their accent and scripted replies.

[beergut100]

Originally Posted by Sooty Baxter

Sometimes the problem is with the quality of the line to India not just their accent and scripted replies.

I agree with this. I spoke to a quite well-spoken Indian woman today, and there was no issue with her accent, but the line was so bad I kept having to get her to repeat herself. I DID tell her that it was the line which was bad, but it made me feel a bit rude nevertheless.

[Nicosia]

I Generally dont need to call them hardly ever and in the many years of service since ntl and the 512kb only connections for £40 a month I have probably only needed to ring 4-5 times for actual problems so the service is very good here but the call centres are poor but who cares when I dont even need them hardly ever..

I get indian people who dont speak a word of english and when I get a uk call centre is one up north who may as well be from india as (no offence to northerners) but I dont understand them either lol. Not that they understand my "posh" cambridge accent either

I am happy like this having a great service and never needing to call them.. I would hate it if it was the other way around.

[kafui]

I had an experience today Saturday 28th Januray 2012 when i received my upgrade contract from the post.
My new contract had a few billing issues which were not clear to me as when i agreed this new contract certain aspects of my loyalty discount and other charges were not clarified in the same way.
I was offered a Tivo 500gb, broadband 10mb and telephone M all for £46.90 with my discount but my new contract read £54.90.First three months was going to be £34.90 but this was not clearly shown on the new contract.
So idecided to call virginmedia retentions teams to ask for a clarification of this new contract. When i was put through i spoke to a lady in the dept explaining the reason for my call and she started of so rudely. I then explained that it was not explained to me that way but all i wanted was a contract that clearly gave a break down of what i will pay as per my earlier discussion with outbound retentions who prepared my bill. The lady's attitude then shifted to 'overdrive' saying that You have got the offer so whats the problem here. I then said to her i need it in writing as i had suffer from a similar experience. She kept on on and i said to her just send me a letter to that effect.
After i ended the conversation i thought back at the whole conversation and said to myself no want should talk me like this, after all i am paying for a service so i expected to be treated fairly and politely.
I then called retentions back and told them to cancel my upgrade installation and have given notice for collection of virginmedia equipment.
Another service provider out there will give me a better service.

[jaf1968]

I've just experienced the exact opposite. Called at 10am last Saturday as my new contract wasn't the price I was expecting and I had an installation fee listed.
Lady who I spoke to was polite, helpful and friendly. Got everything sorted in one call.

Think it just depends who you get through to on the day. No excuse for rudeness though, as you say we are paying them!

[cart239]

Hi,
I have been a TW/VM customer since 2004 & only in last 2 or 3 weeks have I had my 1st problems with them. I managed to speak to a British advisor who helped me resolve at least 1 issue & received a reduction in my bill due to this. When I asked about another issue she could not give me a direct answer.

Then to cap it all I find out that my parents next door neighbour who has also been a customer as long as I have & she received a courtesy call from VM asking if she would like to switch to a Tivo box with installation fee waved.

When I enquired, I was going to have to pay the installation fee!! Argh!

I wish VM would make their mind up about loyalty to their long standing customers.

[denphone]

Originally Posted by cart239

Hi,
I have been a TW/VM customer since 2004 & only in last 2 or 3 weeks have I had my 1st problems with them. I managed to speak to a British advisor who helped me resolve at least 1 issue & received a reduction in my bill due to this. When I asked about another issue she could not give me a direct answer.

Then to cap it all I find out that my parents next door neighbour who has also been a customer as long as I have & she received a courtesy call from VM asking if she would like to switch to a Tivo box with installation fee waved.

When I enquired, I was going to have to pay the installation fee!! Argh!

I wish VM would make their mind up about loyalty to their long standing customers.

Yes l phoned up to get a complete breakdown of my bill as l believe they are overcharging me by at least £4 and first of all l got this american accent on the line and l was stating to him via a print out of my bill online what l am being charged on my bundles and what l believe l should be paying and he tried to come out with a load of nonsense and to be perfectly honest l do not think he knew exactly what he was talking about so then l phoned up again and got a Scottish accent on the end of the phone which l could understand but alas the same confusement when l tried to explain to her transpired and she was adamant that l was not being overcharged but l still believe l am but what also irritates me is two things and that is one loyalty seems to mean nothing as any loyalty discounts seem to have disappeared totally since l have got my TiVo's and two their bills are a maze of different charges and fees that hardly anybody knows whether they are being charged the right amount or are being overcharged for their packages.