Forum Discussion

johnandrews1987's avatar
johnandrews1987
Tuning in
2 years ago

How to get any kind of decent Customer Service?

I'd like to share my recent experience with Virgin Media, which has been incredibly frustrating:

  • Installation Trouble: Despite requesting a strong WiFi signal in my home office during installation, I cannot connect to WiFi there, severely impacting my work.

  • Unkept Promises: Virgin Media promised a WiFi booster and engineer visit, the engineer agreed that the installation was in the wrong place but failed to resolve the issue.

  • Missing Tracking Information: Promised tracking information for the WiFi booster was never provided, leaving me in the dark. Keep getting told the order is automatically cancelled, or never existed.

  • Communication Issues: Dealing with their customer service has been chaotic, with inconsistent information and no resolution in sight.

  • Endless Transfers: Multiple department transfers added to the inefficiency and frustration.

This experience has disrupted my work and daily life significantly. My aim in sharing this is to raise awareness and hope for better service in the future. How can I provide a speed test if I can't connect?

Consider this a word of caution if you're considering Virgin Media as a provider.

complaint
Customer service
ombudsman
terrible company
  • carl_pearce's avatar
    carl_pearce
    Superstar
    2 years ago

    Sounds about the norm to be honest.

    And to answer your question try at 8am when the lines open.

  • Megan_L's avatar
    Megan_L
    Forum Team
    2 years ago

    Hi Johnandrews1987,

    Thanks for using the Community Forums to get your dissatisfaction aired with with your recent experience, I am sorry this has caused  a lot of frustration ðŸ˜¥ I would be more than happy to look into this for you as well as raise a complaint. 

    I'll be happy to order your first WIFI Pod and keep you updated on the process including tracking information once it becomes available on our side.

    I understand you mentioned the Hub was installed in the wrong place for maximum performance, would this be something you'd like us to rectify with an engineer visit to relocate the Hub? I am sorry this wasn't done on the visit at the time, but it needs to be scheduled under a specific appointment - Equipment relocations can't be done on general fault visits. 

    Thanks,

    Megan_L

     

    • johnandrews1987's avatar
      johnandrews1987
      Tuning in
      2 years ago

      What a load of nonsense - I've been onto your awful service again today for a total of 3.5 hours at this point. There is no record of WiFi Pods being ordered. Every time I go on I have to explain the same situation again and again. It is absolutely useless and totally infuriating. I also received a totally nonsensical response to a complaint I raised that outlines no resolution.

      Yes the Hub needs to be relocated or else I need to cancel my account.

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        2 years ago

        I am sorry you feel this way but as my colleague mentioned has mentioned we would be happy to look into this and get a pod ordered for you.

        With the moving of a hub there is a charge for this (£25) but we can look at all this for you has mentioned please do let us know. Cheers