Is this the most useless company ever?

[tonyfordham]

I can't be bothered to recount the full story in detail.  But here's the highlights:

1. £67 a month Broadband connectioned Tuesday afternoon (6th Aug).  Reported immediately
2. Engineer arranged for Thursday morning
3. Engineer arrived Thursday and told me it was an issue outside my property with cabling and that it would be sorted "today".
4. 6pm Thursday still no working internet, so I phoned (or tried to).
5. Had to jump through all kinds of hoops to get to speak to a human.
6. Was told they were having to return the following day to complete the work.
7. Friday came and at 4pm I phoned again, because I still had no internet.
8. Was told the cable work had been completed but my router/hub was now the issue.
9. Soonest engineer I could be given, despite repeated complaints, Monday afternoon
10. Had a phone call from the engineer a short while ago informing me that the cable pull was not completed and that my hub is not the issue.

What the actual **bleep** is going on?  Anyone else experienced this level of "service", because I'm appalled that this apparently an actual professional company I'm dealing with.

[Cardiffman282 · Accepted solution]

"Is this the most useless company ever?"

As far as broadband companies are concerned then yes it indeed is. Just look at stats from Ofcom, Which?, Trustpilot, etc. The picture is clear, has been for years, and VM doesn't give a monkey's.

Raise a formal written complaint and keep careful detailed records of all dealings with VM with a view to automatic compensation. Links are below. 

Also think very carefully whether you really want to be locked in to an 18 month long contract with this outfit. If VM ever does manage to actually connect you keep your 14 day cooling off period foremost in mind. 

[fatedsnowfox]

Virgin Media are the provider of absolute last resort for me.  The customer service via phone is terrible for residential and business support and has been a source of frustration for me for over 20 years both at work (I'm a Sysadmin) and at home.  The support from the community forum however has always been insightful and useful.  The people here do genuinely want to help, and they have most of the same frustrations with customer service that you and I do!

[tonyfordham]

Thanks for your response.  Fortunately my contract period is over, so I'm going to be walking away and signing up with a provider who actually gives a damn.  I've added my review to Trustpilot and put a complaint through their formal complaints process.  I'm also in the process of writing to their CEO.  I assume he's well aware of how crappy is company is though, so I don't imagine that will have any effect!

[Cardiffman282]

Well done. The CEO has been in post for over five years now so you can draw your own conclusions on how far up the list of priorities Joe Customer is and will continue to be. 

[jpeg1]

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tonyfordham wrote:

Is this the most useless company ever?

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Yes.

[vmrunreliable]

I can't be bothered to provide a full answer so here's the punchline. 

... after doing all that, everything was fine and I had no more issues so you could just do the same.