Virgin arrived in my neighbourhood about 5 weeks ago. I signed up for a TV and fibre package to replace BT.
Since day 1 I've had frequent connection drops across all my devices. My printer will not recognise the hub unless I enable 2.4ghz on it, which causes the connection drops to become even more frequent.
I contact customer support and get told they'll run a diagnostic on my line and phone me back in 2 days. This obviously didn't happen.
I phone support again today and have to go through all the tedious troubleshooting stuff I've already done multiple times before being told "we'll run a diagnostic on your line and contact you in 7 days". When I explained this wasn't acceptable, the guy says he'll put me on hold and find some other resolution and then he just hung up on me. This was not an accident.
I phone again and this time I speak to a different guy. This guy tells me its actually a problem in my area (it's not) and that there are engineers out working on it (there is not). When I point this out and insist on speaking to a supervisor, he hangs up.
I then phone a third time (by this point I'm over 2 hours on the phone) and when I get through explain straight away that I don't want to go through any more troubleshooting, I just want to speak to a manager. I get immediately transferred to retentions instead.
I then speak to a woman who informs me that there's nothing she can do and that I'll just need either deal with the awful service or pay an early termination fee. The only way I can avoid the termination fee is if at least 3 engineers have been out on site. Of course, you are not willing to even send 1.
I then phone a fourth time and speak to another tech support agent and explain everything I've been through. He puts me on hold and then hangs up.
What kind of cowboy operation is being run here?