Virgin Media Community

[Roger_Gooner]

Many big companies take customer feedback very seriously - but you think they are wasting their time.

[chenks]

i'm sure they do, but just because some comes up with a set of stats doesn't mean you should take them as gospel.

personally i don't think Which are a credible source, and i would be saying that no matter who they ranked as best or worst.

my previous ISP, Plusnet, continually said they won award for customer service, but their customer service was rank rotten. so who is giving them the awards?

[jamesofmerton]

' i don't think Which are a credible source'

they used to be but their sample rates are so low now. there was one the other day about something. the sample rate was for a generic question and the sample was 1000. so that is 1000 versus 60 million. that is not representative of the uk.

[cje85]

The complaints data was released by Ofcom. Which just did a report about it.

https://www.ofcom.org.uk/about-ofcom/latest/features-and-news/latest-telecoms-and-pay-tv-complaints-...

[chenks]

ofcom !!!! now that's laughable.
if there has even been a more inept "regulator" then i'd like to see one.

[sunderam]

Reports may be irrelevant or arguable, but actual service provision is not. I have been double charged, my friend unilaterally cut off from his contract (which he is actually quite relieved about ultimately as he can go to a better provider). I am still chasing funds taken. I have been corresponding by email and then it seems despite knowing I am out of the country they switch to letters. Purported refunds can only give given by cheque despite payments made by direct debit and bank details furnished? Similarly complaints in full only to an address in Wales. Not by email or phone.

Please don't tell me this is the approach of a company committed to customer service. 

[Tom_F]

Hi Sunderam.

Thanks for your post, sorry to hear about this situation.

We'd only usually take a double payment for your first bill. When you've been in touch previously, has it been explained what you've been charged for specifically - or what has caused this to happen? 

Tom_F