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simonh8's avatar
simonh8
Tuning in
14 days ago

bad experience of customer service

I'm writing to express my frustration regarding the poor customer service I've experienced not only over the past few days but also consistently over the last couple of years.

Each Time I've contacted customer service to speak with a manager about on-going issues, I'm told that no managers are available. Frankly, this seems very unlikely and quite unacceptable.

At present, we've had no internet or TV services for the past three days. An Engineer visited and confirmed the issue requires the Networking Team to repull a cable. He also stated this should be a straightforward fix - the cable simply needs to be attached to the wall, with no roadworks required. This is a brand new cable that has been broken and has only lasted 11 months.

However, I've now been told we'll need to wait until the 29th for this issue to be resolved. Frankly, that is incredibly disappointing and deeply frustrating, being without service for two weeks is not something we can manage- this isn't just an inconvenience, its a major disruption to our daily lives. To add to this, the engineer has apparently attended site and nobody answered. However I have been in the house all day waiting for the Engineer.

I have two children, and one of them has special needs. We rely on a stable internet connection to maintain her strict routine and access essential support services that help her manage day-to-day. Without it, we're left struggling- this situation is placing unnecessary stress on our family and affecting her well-being.

I would appreciate it if this matter could be escalated and resolved as soon as possible please.

bad customer support
complaint
CustomerCare
Internet
no service

4 Replies

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  • simonh8's avatar
    simonh8
    Tuning in
    14 days ago

    Yup, i've so far spoken with 8 different customer service rep today,

    They have stated the engineer was coming between 8AM-1PM. The engineer did not attend.

    They then stated the engineer was at the door at 12:00 the engineer wasn't here, I was here all day, and the door did not knock, I have even been outside waiting for the engineer as well.

     

    I called again, they stated the engineer would be here at 6PM and still nothing and again at 7PM nothing.

     

    I am generally disappointed in Virgin Media as a whole.

     

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      11 days ago

      Hey simonh8, thank you for reaching out and we are sorry to hear there is an area outage.

      The outage is an SNR outage - SNR (signal to noise ratio). This is just a technical term for interference of the Broadband signal caused by noise which ingresses on to our network. It's a difficult problem to locate and diagnose. This is because noise can ingress anywhere on our network. This affects the whole area.

      We wouldn't send a engineer out directly to your house, the network team fix this remotely. 

      We do have an automatic compensation scheme here but to qualify services have to be down for 2 full working days  and then you get £9.98 per day for a total loss of service. Please see the link for a full break down regrading this. 

  • -tony-'s avatar
    -tony-
    Alessandro Volta
    14 days ago

    search on here for the many posts that are the same in context as yours - the short answer from VM is - tough - they will sort it as and when - days - weeks - months and in the worst case over a year - that how it works - ring and you will be told it will be done tomorrow because thate what the screen readers see in front of them - then tomorrow it will be tomorrow - repeat for as long as its goes on

    no one on here from VM can help in fact they know less than you and given the few days it takes them to reply will likely ask you for an update of the state of things

    sad but 100% true - your case is not special to VM you are just another DD payer - they have spent years working on the lousy level of CS to get it to this level - its cheap and efficient as far as the are concerned - so if you dont like it - then leave - they could not care less

    so on a practical note you need to resolve things yourself by loking at a temp solution 3 do mobile internet if you are in a 5g area - £25 a month or there abouts on a 30 day contract

    so kee recors for compensation £9 isha aday and £30 for missed visits if they required you to be in - you will likely have to go to the arbitrator to get it but if you do you will get it