Poor Customer service - installation
Been a customer of virgin media for many years and sadly to say every-time I have had to contact them it has been the case of long winded conversations, lame fake apologies and going around in circles as if they don’t want to help but are only listening to the customer as though they’re on auto pilot and not actively present. One of the main issues out many issues I’ve faced is the internet connectivity, I cannot fathom the amount of times I’ve had to call in and not get the correct support or help needed but the advisor is always quick to suggest either it’s this or that excuse or that I pay more for a services (“to improve the services/ connection”) no why should I pay more??! Eg: I was advised to get a technician out for a cost (complaint about internet connection), then I was told to move the hub (move the hub ti where exactly and what cables????….I am not a technician nor is it my job todo this as it was not installed correctly in the first place per guidelines) also the enquiries are not resolved in a timely manner nor in a correct manner, so they expect customers to keep calling and complaining (where does that get the company and the customer!)
I’m being told I have to pay for services that are not even at my own fault when the technicians should install equipment, when on working jobs to fix cables or loss of services impacting me, or when the internet is down due to them working on a technician issue, why can it be fixed correctly to resolve long term problems, I’ve had phone line issues as well and the list goes on. What is going on with the services at VM and customer support??? It’s caused a lot of negative impact and unnecessary grief on myself with having to deal with this!
Anyone share any thoughts on the level of service provided by VM and what issues they’ve face and how it was resolved??
