Forum Discussion

Foxln's avatar
Foxln
Joining in
5 months ago

Customer service poor

I'm really disappointed in the customer service from Virgin, I swapped provider as I'd heard the customer service was better than Sky but this is not the case.

I had problems with the WiFi dropping out, and I contacted customer service to be told that there were too many devices connected when I was alone in the house listening to Internet radio.

Fine, ignore this despite the app advising me to conduct speed tests etc. I've cancelled the service as I've had a better offer from Sky and ended up using the messaging service to do this. I was frustrated that the person trying to match my offer was just offering me the cheapest TV package available and ignoring me when I said I wanted to keep TNT sports for example. It felt deceptive too as they use the 'lingo' when describing the packages so you almost need a glossary alongside you when you contact them.

Finally, I called today to see if last time was a blip and to see if they would match my deal. The customer service operator again ignored what I said and went through the script, offering me less for more than I pay for now. I appreciate there are scripts but when does logic kick in? It's just wasting everyone's time. I asked for a call back to be told there's no way for the message centre to request one - how bizarre.

So if you've heard Virgin have good customer service... It's not true! 

  • Adduxi's avatar
    Adduxi
    Very Insightful Person

    VM are well known for giving new customers the best discounted price. Everyone else seems to be a lottery. But it makes money for the Business. 

  • goslow's avatar
    goslow
    Alessandro Volta

    So your existing minimum term with VM has finished and you have had a better offer from Sky which VM has failed to match?

    VM's renewal process seems to be in an even greater state of disarray than usual just at the moment as reported in topics on here. High and inflexible offers to begin with and then the lottery of waiting for a call back after cancelling (some get a better offer, some have to leave VM after no further offer).

    TNT Sports has become an add-on at £18 p.m. and has been the source of many recent complaints on here when customers have found it missing after renewal (even though VM claimed renewed packages would remain the same).

    Moving to Sky seems to be your obvious next step based on what you have written.

    • Foxln's avatar
      Foxln
      Joining in

      Yes, my minimum term has ended. 

      I just find the way they try to get to you stay quite deceptive by offering a bundle with words like mega or big but that are a downgrade from what you actually have as a way of undercutting a deal from a competitor. I can see it catching some people out. 

      I was with Sky before moving house for many years and I found there renewals to be much better and less deceptive, although maybe that's changed as all companies seem the same to be honest!

      I wouldn't mind but I know TV is a luxury, and I don't ask for a crazy deal I was just seeing if it would be matched. 

    • Foxln's avatar
      Foxln
      Joining in

      Ps. I have seen people saying TNT has disappeared! I nearly did the auto renewal so I'm glad I didn't! 

      • Adduxi's avatar
        Adduxi
        Very Insightful Person

        TNT has disappeared as VM can no longer bundle it.  That was TNT and the licencing deal as far as I know.  VM basically had no choice in the matter?