Forum Discussion
- goslowAlessandro Volta
Such is the nature of a customer support forum. People post when they have a problem or a complaint and those, overwhelmingly, make up the majority of topics.
There are occasional topics posted to compliment the work of some telephone agents or technicians. But if VM is providing the required services to the customer, as expected, there would be little reason or motivation for the customer to post on here.
- StuxxxxTuning in
OK, I’ll put my cards on the table, up front. I’m not a Virgin customer, I’m retired tech that peruses all these sites just for interest. So, an observation as an outsider…
Yes, it’s mostly people with something to complain about that post, on all sites. However, the volume of complaints speaks, well, volumes. (If you excuse the pun). This site has far more than others and they tend to be far more vitriolic. Not a good look for a company. I’ll leave you to your own conclusions.
- goslowAlessandro Volta
I think that is because VM has made itself non-contactable via other means for customer support or the quality of that alternative support is so low that customers have to come on here.
Because of that, there are more topics posted here in public and there is a greater level of frustration when people come to post on here.
- carl_pearceCommunity elder
No issues here.
The majority of customers expect good service, so wouldn't bother posting positive comments.
It's like other utilities "Oh my electricity is working great today!"...
- jpeg1Alessandro Volta
Yes I'm sure that's right. Many, perhaps most customers are content with their service and even with the price they pay.
So why can't the relatively small number of problems and complaints be dealt with properly?
- carl_pearceCommunity elder
Because they don't have enough competent staff manning the help lines.
- goslowAlessandro Volta
And presumably fixing those (small?) number of problems costs VM additional time/effort/money over and above the cost of general 'churn' when dissatisfied customers leave.
If the main driver for customers is low cost at sign-up, and/or the lowest monthly package price they can get, then VM will continue with its tempting new customer sign-ups and any other aspect of the VM experience is irrelevant from VM's POV.
- jpeg1Alessandro Volta
Because they don't have enough competent staff manning the help lines.
It doesn't matter how many staff they have on the help lines. If they are only allowed to follow scripts and send messages to other departments that get ignored, then customer support will never improve.
- goslowAlessandro Volta
Very true but the many topics on here suggest that a lot of the telephone agents can't even do those basic things reliably, like follow the script, send a message or process account changes!
- Cardiffman282Trouble shooter
If you think this forum is grim just try the entry for Virgin Media O2 on Glassdoor and see how the staff* feel about the state of things at VM.
*excluding offshore
- jpeg1Alessandro Volta
One thing is clear, Virginmedia management must be fully aware of the customer service problems and have decided they are comfortable with them. They only have to read the comments on here or on Trustpilot
- QuoteThisRavenOn our wavelength
This is what kills it for me.
Like you say the issues are well known and even documented and they keep deciding not to act/not to act strongly enough on them.
They will more quickly bother CS people that actually care and raise concerns than address the source of those concerns.
I guess they did the math and its more profitable this way due to the fact not enough VM costumers and VM agents complain and demand something is done to rectify what is wrong.
Easier and less costy to pacify the few that fight back than being a decent company, I guess..
- legacy1Alessandro Volta
Here is one positive thing about VM that no talks about downstream latency and jitter even if you can't get the full speed is good....but that one half of the story...
- antonypgOn our wavelength
Just to put a different spin on Virgin Media.
I love the service. I would recommend it to anyone. I have 1GB broadband that runs at full speed 24 hours a day every day of the year. Much better than I have ever had from BT or Sky. I am upgrading all of my Ethernet switches to 2.5GB to make the most of the speed.
The TV boxes I have (360) are superb, much better than my old Sky boxes, which always seem to fail. I love the remotes, the interface, and the range of apps available.
The WI-FI pods are great, enabling me to have fast WI-FI in every room in the house.
Over the many years of having Virgin Media I have probably had a few hours of downtime, I cannot actually remember the last time we had a fault.
The last few times I wanted support (to reduce the price back to the original discounted price) I spent around an hour on the online chat, a bit boring and slow but that is fine with me as long as I get the result I wanted. I am used to the fact that you can no longer talk to any company easily.
- IrinaOxleyTuning in
I’d like to add that I had a good service from Virgin before my mobile account was moved to O2 in August. Since then I spent two full working days to resolve two problems that could be resolved within two hours. Tonight call ended up in the member of staff shouting at me because they tried to say that the problem is with my devices and not their accounts. After that they admitted a technical issue which would require 3-5 days to resolve. I would say that 3-5 days for resetting an account is much too long. I still got some questions, but I am seriously thinking that this “support” gets too expensive in terms of time and money. More worrying that the support staff seems has very little idea what they are doing and not looking to resolve a problem, but to pass it to someone else. Unfortunately, the technical decline will follow the havoc in the support.
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