Which? names and shames Virgin Media

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• Which? has written to the CEO of Virgin Media urging him to improve its customer service as new research from the consumer champion reveals it is the worst broadband firm for customer service. 

The consumer champion surveyed 4,101 people in May 2024 to find out which are the worst firms for customer service and where they are falling short. 

Which?’s research reveals that, across nine sectors, consumers are most satisfied with financial services for overall customer service, which leads with a net satisfaction score of +72. 

Virgin Media was crowned the worst performing broadband firm - receiving +29 for overall customer service. This is significantly lower than the sector average of +52.

Which?’s survey looked at several aspects of customer service, including how long it took to get in touch with someone who could help, variety of contact options, how seriously the customer service representative took your issue and how well the issue was resolved.

Virgin Media received dismal scores across the board - scoring just +18 for how long it took to get in touch with someone who could help and +38 for both how well customers' issues were dealt with and how well queries were resolved.

Half (50%) of Virgin Media customers experienced at least one customer service issue - most commonly waiting a long time on the phone to speak to an advisor (51%), being passed between departments without a helpful response (36%) and speaking to unhelpful or dismissive advisors (34%). One Virgin Media customer told Which? that over several months, they spent 10 hours trying to get their problem resolved.

https://www.which.co.uk/policy-and-insight/article/which-names-and-shames-virgin-media-scottish-powe...