Can we acknowledge how bad the Virgin Media website is?

Let me just express how bad of a customer experience I've had with your website this afternoon and how this issue has been ongoing for over a year. I'm seriously at the point where I am moving over to another provider at the end of my contract term. I seriously hope you fix your website and customer experience for your future customers.

An explanation of my issue

This afternoon I thought I would log into my virginmedia.com account and change the date in which my direct debt was paid, an easy task I thought. I went to the Billing Section of the website and saw that there was a button called Manage my Direct Debt which takes you to the page that I've kindly hyperlinked. Instead of what you would expect, a page to manage your direct debt. You're greeted with the image that I've place on the right.

So, when this happened I thought I might have a Live Chat with a representative to try and resolve the issue, so I began a live chat. They told me that I should Close my Tab and Login again, which I did. Of course, this closed the chat with the representative and the issue remained. So not only did I still have the issue, but I now didn't have a chat either. I'm not sure if they intentionally did this because they knew it would close their ticket or if it was a genuine attempt to help.

So, the next issue — I decided I might try to phone them. But you see, I have very little credit on my phone so this is a pain to do. On the billing page I pressed a button at the bottom which says "No, I need more help" and then I pressed "Call us" which provides a phone number. Before calling, I wanted to check the cost of this call so I pressed a button that says *See our call costs which tries to link you to a PDF that does not exist. Once again you're provided with a new page that says "Sorry, oh crikey. We can't find that page".

A conclusion of my issue

Your website is filled with bad hyperlinks that lead to documents that have been since removed. Some hyperlinks for important tasks lead to dead pages because your links have not been updated presumably after somebody has done a change. The whole experience is abysmal to the customer and I know I am not the only one.

Please, if anybody of importance sees this; please escalate this to somebody who actually has control over the changes on your website. Have them audit the issues that I have mentioned here as well as the many other issues across the website. Try to do basic actions the customer would like to do, because I've ran into repeated issues across your entire website.

I've only documented the issue I experienced today, but this has been happening for over a whole year with your website. Through the many versions you've released, there's always something broken. Websites are not normally this dysfunctional.

In the end, the simple task I wanted to do never was done. I spent over two hours attempting to do something I thought would take twenty minutes and another hour with this complaint, and I will walk away after three hours completely where I started.