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Rozzer74
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Lack of customer support

Hi 

Having real trouble getting through to Virgin over a 1 hour wait in the phones, I signed up to Virgin at the end of November.

Im still awaiting installation, the technician  turned up and then disappeared with out any word that he was leaving? I then get an email saying they need to put a new cable up from the main box in the road to my house, this still hasn’t been completed!? 
You get zero emails telling you what’s going on and you can’t get through on the phones?

Is there a better number to use for customer service?

Thanks

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Z92
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Message 2 of 10
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Re: Lack of customer support

There's only 1 number for customer service at the moment, there is a preinstall number but they are likely to give you the exact same information. 

If you are waiting for a cable pull then bare in mind that if this requires permission from the council then this could delay your installation by 6 - 8 weeks or more due to departments having less staff in them than normal. It might also be that your connection is completed by next week. You won't know until it happens and VM have very little information to give you until it's happened as it's not there staff that do it but outside contractors. 

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Rozzer74
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Re: Lack of customer support

Sorry I should of been clearer, they have pulled the cable up the road already as far as I’m aware. We had a couple of guys knock on the door to say they that’s what they were doing but then someone else would come and put it from the road to the house? 🤦🏼 Can’t believe they couldn’t do the whole job!! 

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LittleMick73
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Message 4 of 10
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Re: Lack of customer support

Hi the cable pullers are a specialist team that only do that and are not virgin staff but contractors, I imagine once the holiday is over another team virgins own people should be able to complete the work, someone on here may be able to help, or persist on the phone. Regards Micky
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Rozzer74
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Re: Lack of customer support

Having rung Virgin several times about the issue none of the staff seem to have any idea what they are doing!

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Z92
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Message 6 of 10
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Re: Lack of customer support

Are you having fttp or hfc (coax)? 

If the latter then the cable is pulled from the cabinet to your property in one go. There's no connection in the road. 

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Rozzer74
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Re: Lack of customer support

I’m not sure the cable type, from what I can see by the road it’s 2 cables adjoined to each other a bit like speaker cable.

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libraross05
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Re: Lack of customer support

This is the same experience that I am currently having with Virgin, their customer service is probably the worst that I have ever come across.

I was due to have Virgin broadband installed at my property two weeks ago and was then advised that 'construction work' is required and it would be 6-8 weeks.  In the meantime they would send me a temporary internet dongle.  After 14 phone calls I am still no further forward with the dongle.

I have emailed the Virgin's CEO and received an email back saying that my 'complaint' would be dealt with within 28 days. I will post the response I receive once I hear back.

If I had a choice I would certainly go elsewhere but I am currently in a non fibre area and we need high speed broadband for gaming. I am just shocked at how bad Virgin are from a customer service point of view and not sure their senior management have any idea on how bad it really is.

 

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jem101
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Message 9 of 10
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Re: Lack of customer support


@libraross05 wrote:

This is the same experience that I am currently having with Virgin, their customer service is probably the worst that I have ever come across.

There is probably worse although it might bit a bit of an effort to find it

I was due to have Virgin broadband installed at my property two weeks ago and was then advised that 'construction work' is required and it would be 6-8 weeks.  In the meantime they would send me a temporary internet dongle.  After 14 phone calls I am still no further forward with the dongle.

To be fair, if they need to dig the road up to run the new cable then that needs local Council approval etc. which is not known for being speedy. The temporary dongle is a new one - can’t say I’ve ever heard of VM doing that, a more cynical person might thing that the customer service (now there’s an oxymoron) agent simply said that to get you off the phone and chalk up another ‘successful closed call’.

I have emailed the Virgin's CEO and received an email back saying that my 'complaint' would be dealt with within 28 days. I will post the response I receive once I hear back.

Don’t hold your breath will you?

If I had a choice I would certainly go elsewhere but I am currently in a non fibre area and we need high speed broadband for gaming. I am just shocked at how bad Virgin are from a customer service point of view and not sure their senior management have any idea on how bad it really is.

No, no, no, you really don’t need ‘high speed broadband’ for gaming, what you need is low latency (you might want to check the gaming section of this forum for a few horror stories). An 80 meg down, 20 up FTTC DSL connection over an Openreach line will generally give a better gaming experience than a higher bandwidth DOCSIS connection - other than the extra wait for downloads etc.

And I’m sure VM’s senior management are fully aware of the situation.

 


 

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Z92
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Message 10 of 10
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Re: Lack of customer support

That's very odd as only old installations split the cable for TV and telephone. Installations in the last several years only do voip so do away with the telephone cable (which looks a bit like speaker cable). 

Virgin used to give away 4g dongles. They don't anymore so don't hold your breath. 

Last virgin is the worst for gaming. If you are gaming then bts fttp is far better. It's slower but much better latency which is what you need for gaming. 

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