Hi Nat,
No problem with other streaming services, Disney+ and Amazon Prime working fine.
I managed to speak to Danny in the Faults Team yesterday and we’re back watching Netflix, but the issue isn’t resolved. Instead, Danny has credit my account with £21.98, effectively two month’s’ subscription costs, and I’ve paid/subscribed on my credit card.
I’m very grateful to Danny for this but I’m still puzzled as to why something so simple takes so long to get right. I hope that it won’t take two more months! What I would say is that when you eventually get to speak to someone in the U.K. Faults Team there is a noticeable improvement in service. Obviously the issue still isn’t sorted but ownership is taken and action proposed.
It’s just so painful a process to deal with the ‘normal’ customer service team - just a series of untruths and broken promises designed to get you off the phone as quickly as possible.
I know the use of overseas call centres are driven by costs, but seriously this whole episode has really disappointed me. I’ve been a customer since 1998 and mostly very happy with Virgin, but if this is the standard of service and support we get when things don’t work as planned then I might have to reconsider when my contract expires.
