Forum Discussion

davepeters772's avatar
davepeters772
On our wavelength
7 months ago

Upgrading

Why do Virgin Media use call centres abroad? When you try explaining to them, they just don't understand what I am saying. I don't mean to be rude. It's a wonder why people are reluctant to sign up for Virgin Media. 

I logged into my account and saw that I could upgrade my speed to 1 GB for an extra £8 on top of what I pay monthly. I signed up and was sent a copy of the order and my new contract. I was then sent an email asking to contact the sales team just to give some information. Surprise, surprise, they didn't understand what I was talking about! They had no record of the order despite me giving them an order reference number and also a contract sheet summary number They also said they couldn't find the same offer yet. When I log on to my Virgin Media account, the offer is there. Honestly, I'm really getting fed up with Virgin. If it's not the TV, it's the Broadband. Openreach is upgrading our road at the moment to FTTP, and once this goes live, I am leaving Virgin. You cant speak to someone who understands what your talking about and they just keep repeating the script from the computer and you end up getting frustrated with them and its not their fault.  

  • Beth_G's avatar
    Beth_G
    Forum Team
    7 months ago

    Hi davepeters772

    Thank you for your post. I'm really sorry to hear about the experience you've had with your recent upgrade order, that does sound frustrating. 

    It is true that we do not have access to the same offers that are available via marketing emails/the offers page via My Virgin Media, however if we do have a copy of the order and there's been an issue, we can of course honour this.

    I'll pop over a private message now so I can take your details and have a look at this for you.

  • vmrunreliable's avatar
    vmrunreliable
    Superfast
    7 months ago

    They use call centres abroad because it's cheaper. If you're unsure of anything else  just ask.