Forum Discussion

Macme's avatar
Macme
On our wavelength
12 months ago

Great broadband trashed by call centre

Hello to all  Virginmedia customers who have to call the help desk for support, there isn’t any, after lengthy calls to the call agents you are left frustrated and confused. 

 

I would like to update my previous blog, returning customer to Virginmedia Thursday the 25th of January five days ago, the technician turned up to install broadband, TV and phone package which includes three wireless booster. He stated come to fix your TV, I then explained your here to install a new service, luckily he had all the necessary kit on the van, off to a bad start for a new customer.

After day one called the helpline for boosters due to dead spots in my house, three call agents later all promised the same, no problems they are on the way, all a load of rubbish still not delivered and on checking not ordered, why do you hit a brick wall when ordering boosters?

Today, I received an email do I want to reschedule my install on the 31st of January which was installed last Thursday unbelievable incompetence, fully understand it’s a huge company regrettable not joined up, I have 9 days to decide to return to sky, it’s with regrets as the broadband is really good and the technicians are awesome working on he coal face, it all starts to go wrong when you have to call the help desk. I’m rejoining Sky very poor broadband dearer package but brilliant Custmer service, wake up Virginmedia loosing customers all over Wi-Fi boosters 

  • asim18's avatar
    asim18
    Rising star
    12 months ago

    You are correct. VM has recently won the award for most complained about ISP company ever. And they've won by a huge margin.

    Unfortunately VM has not yet released any details of any plans to fix the customer service department, nor have they offered an apology. Maybe they think winning an award for bad customer services is a good thing? Who knows.

    Ofcom has made it very clear that if you are looking for good customer service, you wont find it at VM.

    • Macme's avatar
      Macme
      On our wavelength
      12 months ago

      Thank you for the reply, difficult to understand why the appalling service from the call agents is accepted by VM managers, another example yesterday I was being chased by a call centre manager (Matt) his only concern was to close the complaint work order on the system, no apologies for the inconvenience and terrible service I have received, that’s were the problem is, all call agents are measured on service level agreements and KPIs kei performance indicators spreadsheets, however failing on Customer Service hopefully will be there undoing. It’s not all bad news, I was contacted by Lee, after reading my comments on Trustpilot and the VM forum he has resolved all my problems with a great deal of empathy and compassion due to my Disabilitys, his skills with the customer should be rewarded, my thanks go out to him. 

      • jpeg1's avatar
        jpeg1
        Alessandro Volta
        12 months ago

        "difficult to understand why the appalling service from the call agents is accepted by VM managers"

        You have to understand that this is the service chosen by management. They have had years to change it if they wanted, but it suits them to have it this way.