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 upda...
Forum Discussion
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.
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.
"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.
