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Weeone2020
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Customer Services

Yesterday my wifi broke again, second time in a month.  First time they sent an engineer, this time I had to turn my wifi  hub off about 5 times then they wanted me to connect a cable from my computer to my wifi box. I don't have a cable so they said they would send one. All I have is a computer, no laptop so impossible for me to connect as all in different rooms.  I explained this and that I was a vulnerable customer and had been at home for 10 months and needed my internet to keep in contact with family.  I spoke to 3 people in Customer Services (not UK based). The 2 guys were not exactly helpful and one said he would ring me back but never did.  The lady I spoke to was downright rude and kept insisting that I connect the non existent cable and none of them would send an engineer unless I paid them/virgin £99. I did get tearful on the phone because I was so frustrated but it left no indent on her.  

Ive tried speaking to the leaving team which is normally UK based, but all I get is the same customer services team. 

I have been with Virgin for 25 years and have never been treated so badly.  I am on my own at home most of the time and this experience has left me feeling very very tearful and low. 

I am today signing up with with BT as I have no other way of getting my internet fixed.  I will be writing a letter of complaint to Virgin and want answers as to how this can happen and will fight if Virgin try to charge me for leaving early. 

At least I am a little computer savvy but imagine if someone who wasn't got this team to deal with.  

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Andruser
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Re: Customer Services

if you want decent customer service, you may want to avoid BT and consider Zen Internet; I've found them excellent when dealing with them on behalf of a vulnerable family member.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Weeone2020
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Re: Customer Services

Marvellous - many thanks will take a look .  

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Weeone2020
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Re: Customer Services

Well I have now got through to customer services again and spoke to Rohit.  He has promised me an engineer today or first thing tomorrow morning.  I will give Virgin a chance to fix it as would rather stay with them but cant deal with all the aggro, so if no one turns up I will be be going.  I will still be writing a letter of complaint for the upset caused yesterday. Watch this space!!!  

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gary_dexter
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Re: Customer Services


@Weeone2020 wrote:

Well I have now got through to customer services again and spoke to Rohit.  He has promised me an engineer today or first thing tomorrow morning.  I will give Virgin a chance to fix it as would rather stay with them but cant deal with all the aggro, so if no one turns up I will be be going.  I will still be writing a letter of complaint for the upset caused yesterday. Watch this space!!!  


They’ll either book an appointment there and then for you. Or not. There’s not “it will either be...”. 


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