Continued issues with virgin media wifi since I joined.
Can't get fast enough wifi in my flat. My bedroom is next door to the router and I only get 11.7 MPBS download speed - working from home has become impossible. Called up last week (17th Feb) and was told there was a major issue in the area, and it had just been downgraded to a minor fault. I was informed it should be resolved by 24th Feb. not ideal but good to at least know what's going on. mentioned multiple times in the call I'm not getting my guaranteed speed. Was told by a member of staff on the phone that I would be able to get an extension to my grace period, but it would be subject to manager's approval and best to call back Monday. But that the issues would be noted on my file and I wouldn't need to explain myself (how I wish this was true)
Called again on the Monday 21st Feb to ask for an update as the issue seemed to have got worse. Response from Virgin media support team seemed to be to send me back and forth 5 times between departments. Staff member 1 in the fault team transferred me somewhere- then staff member 2 sent me back to the fault team (someone new)- right after I said I had just come from there. Staff member 3 then told me they were creating the email to send me to confirm the extension of my grace period - and then just transferred me to another staff member whilst I was waiting for the email to come through. Staff member 4 then told me the same thing - that they would send me the email, I agreed to stay on the line. Instead they sent me a generic email with a link to checking the status of wifi in my area (I'd already done this before I tried calling the first time.) I was understandable getting frustrated (despite being told they were adding notes to my file - I had to explain myself everytime.) Staff member 4 then offered to transfer me to someone else - I refused and insisted on speaking to a manager. I was then told by this manager (staff member 5) that an extension to my grace period is not possible. So despite 3 different staff members telling me this I was told something else. I explained this is what I had been promised - because so far I haven't even experienced the wifi to know if what I'm signing up for is any good. The best Staff member 5 could do was set up an appointment for the afternoon of the 24th Feb so once the issue in the area is resolved, they can come and check our apartment out to see if there is an internal issue. I agreed to this. I was then offered one month's compensation for the poor service I experienced that day. I was also told by the manager that when I called up on the 17th an ofcom speed complaint had not been registered- but he could do it now - so essentially resetting the clock on the 30 days as the original call seemed to have been useless.
Today is the 24th - my technician should have been here between 12pm-4pm. They have not arrived. I have called customer service again who have now told me they have no access to see fault information (bit weird as every other member of staff has been able to). I was then informed by this member of staff. I asked when I should expect a technician and the answer was ' I don't know' but they will call you within an hour (we'll see...) . I then asked about the missed appointment credit - seemed to confuse this staff member at first but they've told me it will be applied to my next bill.
I've asked multiple staff members to email me so I can have some things in writing - and so I can have just one point of contact. Honestly, I'm posting this just to have a paper trail because it feels like I'm being fobbed off to someone else every time I call. I just want the wifi speed I'm guaranteed.
Any tips on getting through to virgin media customer service for actual human empathy and responses would be appreciated.
