I needed to upgrade my virgin media broadband and it could not do it online, I got an error message asking to call instead.
I called virgin media and I had a terrible experience, the first operator asked me lots of questions and then told me he had to transfer the call to a different team, then after being on hold for 10 minutes someone hang up on me.... What's wrong with you?
I called back, I said I want to upgrade and it's my second call because someone hang up on me. I said maybe I should terminate my contract, then he asked me if I wanted to terminate my contract or upgrade? (was it a joke or a provocation? )
Then I realised I was probably talking to a robot
the person on the phone told me that it would be better to dial the other team directly so there is less chance that someone hang up on me... (nice!) so he gave me another phone number and wish me good luck. (Thanks)
So I dial the other team, after being on the phone for 30 min he was not sure what to do with me (lol) and put me on hold. So after 50 minutes on the phone he said my account was closed, I told him that I got Internet so why are you telling me it's closed? Then in a hurry he told me that I have to call customer service ... When? On Friday because they need to sort everything out... Ok... I was so confused, he was apparently more confused than I was....
I phoned for 50 minutes and nobody was able to help me! Is it that complicated?
So I called customer service on Friday (you do not even care doing a call back by yourself, cheap...) , tell them the story and she told me that she cannot do anything for me yet but someone from customer service will call me back the next day on Saturday at 1pm.... (at this stage I was still believing your liars...)
It has been 2 weeks and I am still waiting for that call... IS THERE ANYONE FROM VIRGIN MEDIA ABLE TO ANSWER MY QUERY?
I wish I could do it online and avoid paying extra money on my phone bill and waste my time on the phone.
Why do you have a "customer service" if you obviously don't care about your customer, and cannot solve an EASY query ? It is not even a problem to solve, it is a QUERY.
So Virgin offer SUPER FAST broadband, good!
Can I have a SUPER virgin media agent able to update my fiber? Or should I go directly to your call center office in Glasgow and ask ?
Thank you for reading
By the way I got all theses numbers, which one is correct ? Thanks for the confusion and your kafkaesque customer service !
I contacted virgin media multiple times. On Saturday 14/01/2017 I've used the online chat service, then I've been on the phone with customer service, then the call was transferred to the sales team (asking what was my mobile plan? I won't change to virgin after that broadband issue obviously...) then customer service again, then the operator told me that he was going to transfer me to the sales team again, I told him no because I ve already talked to them. I prefer to write an email. Do you have an email adress I can use to send the Internet offer I was supposed to get?