I need to order a third WiFi Pod as I still have a WiFi blackspot in my home after installing a couple already, but I have been frustrated by Virgin Media's pathetic attempts at what they describe as customer support.
The nonsense starts when the Virgin Media website informs me that they cannot check for any known issues in my area because "there is an issue at our end" with no further explanation.
So I use the chat feature on the Virgin Media website and the Virtual Assistant bot finally tells me after a series of time-wasting questions that I will be contacted on WhatsApp.
I wait but no message is received on WhatsApp, so that doesn't work and is a pointless waste of time.
I have attempted half a dozen times over the course of a couple of days, the same result each time.
The Virtual Assistant instructs me that to continue the conversation I should send a WhatsApp message to 07305 327 112, which I do but there is no reply. Again, this has been the case over the course of two (2) days.
So I have wasted a lot of time and am still unable to speak to anybody at Virgin Media other than a clumsy interaction with a poorly implemented bot, and the experience has been beset by errors and functionality not working.
I was instructed by the Virtual Assistant bot to sign into my Virgin Media online account and to go to My Package and follow the instructions under Wifi Max to order a WiFi Pod, so I tried this.
When I log onto my Virgin Media account the first thing I notice is a message informing me, "We can't connect to the broadband kit in your home" with no further explanation.
Ignoring that I go to My Package and then a WiFi Max heading is available indicating that I already have 2 pods. The only option to perform an action at this point is to click on the Learn More button and when I do this I am taken to a blank, empty page with a heading that reads "My Package", another dead end.
Despite multiple attempts to resolve what should be a straightforward matter, I find myself stuck in an endless cycle of incompetence, broken systems and wasted time.
The process has been nothing short of infuriating involving multiple exercises in futility, a digital charade.
It is difficult to overstate how appallingly poor this customer support experience has been. Every touchpoint, from the website to the Virtual Assistant and WhatsApp service, has failed catastrophically. The absence of functionality, errors and circular redirections create the impression of a system designed to prevent, rather than facilitate, customer interaction.
However, it is clear that Virgin Media would be unable to implement such a plan, as nothing seems to work properly and the software is not fit for purpose.
In 2024, such failures in the age of advanced digital communication are unacceptable. The combination of broken processes and abysmal customer support has left me entirely disillusioned. It is shocking that a company of the size of Virgin Media has such glaring deficiencies in its ability to assist paying customers.
I am at a total loss as to what to do next and loathe to waste any more time on this.
