Customer support
Hello,
Just recently moved home and for the first two weeks, decent connection.
Then here is where all things went south. The outage started 27-4-24’ early morning. Regular updates gave 3-5hrs fix time. This went on for three days. Then the “reps” in the Philippines & Bangalore just out & out lied incessantly. Telling me it’s “in one hours time” Annup in Bangalore said “trust me 100% it’s in the next hour” that was day 3 or “they are just about done”. The ones in the Philippines (tbf did try their best) I just couldn’t understand them because of the accent. It’s like their nose is blocked or something?
Five days in total for the outage then my new bill is generated and it has more than doubled because of the “package changes I made”. I haven’t made any package changes and the girl in the Philippines I just couldn’t understand, bless her.
The UK reps are not much better really and some of them need clearly retraining. Some of them interrupt you constantly and when you call them out for it, they redirect your call to the wrong department. The latest girl put me through to ‘bereaved & serious illness’ department when I wanted the info’ about change of address.
I have tried to view my bill to find out why it has more than doubled and now it won’t let me sign in because of ‘email not recognised’. When I try and re-register, it says ‘this email belongs to another account holder’.
Dealing with VM on the phone has become such a chore and headache these days.
Any help would be much appreciated.