Poor Customer service - installation
Been a customer of virgin media for many years and sadly to say every-time I have had to contact them it has been the case of long winded conversations, lame fake apologies and going around in circles as if they don’t want to help but are only listening to the customer as though they’re on auto pilot and not actively present. One of the main issues out many issues I’ve faced is the internet connectivity, I cannot fathom the amount of times I’ve had to call in and not get the correct support or help needed but the advisor is always quick to suggest either it’s this or that excuse or that I pay more for a services (“to improve the services/ connection”) no why should I pay more??! Eg: I was advised to get a technician out for a cost (complaint about internet connection), then I was told to move the hub (move the hub ti where exactly and what cables????….I am not a technician nor is it my job todo this as it was not installed correctly in the first place per guidelines) also the enquiries are not resolved in a timely manner nor in a correct manner, so they expect customers to keep calling and complaining (where does that get the company and the customer!) I’m being told I have to pay for services that are not even at my own fault when the technicians should install equipment, when on working jobs to fix cables or loss of services impacting me, or when the internet is down due to them working on a technician issue, why can it be fixed correctly to resolve long term problems, I’ve had phone line issues as well and the list goes on. What is going on with the services at VM and customer support??? It’s caused a lot of negative impact and unnecessary grief on myself with having to deal with this! Anyone share any thoughts on the level of service provided by VM and what issues they’ve face and how it was resolved??Rude unprofessional engineer
I had no WiFi or ethernet for almost 2 weeks, after following the advice on the app to fix my internet nothing worked so they recommended I scheduled an engineer to come fix everything. Little did I know that they would send 2 rude teenagers that would do nothing but idly banter amongst themselves with absolutely no respect for me and my elderly mother. They ended up making the situation even worse and kept bickering at me and my mother and complained that they couldn't do anything and just stood there like they had absolutely no clue what was going on. Absolute low lives. Instead I told them to just fix the hub and leave. I don't know anything about these things but I had enough and decided to study it and look at manuals to understand it. On the same day, I ended up fixing everything myself. Were these dumb teenagers really virgin media engineers? This is absolutely disrespectful and unprofessional. I was better off doing it myself.Complaint - installation
Hi, I joined Virgin about 2 months ago and the experience has been terrible. To start the internet was unable to be installed and after multiple failures to turn up from engineers and installation teams, I finally had my wires ran in the back garden after being told initially I would have to wait 6-8 weeks. This is after multiple calls and days booked off work losing money and being away from my newborn to sit in an empty new house due to false promises. I was told that upon the construction team finishing their work I was to call up to claim some compensation for all of this. Once complete, I called and was told I would then have to log another complaint and all the details had to be taken AGAIN! I then waited a week and heard nothing from Virgin which is just a re occurring theme. I must of been promised 20 times I would receive a call, text some form of update and I have received 0. I have them had to call back and told I would have to log another complaint, I refused as this is ridiculous and was finally handed over to someone who I believe was in the complaints team and was of English origin. Once again, I had to have all my notes taken down as it was a complete mess and was offered £25 compensation for which is just insulting so, I refused and had it escalated to a manager who booked me in for a call the next day at 10:30. I never received the call. 1 week later I still have had no contact so I called again on the 26th and was told there was no complaints department and I could not be passed through. I asked to speak to a manager and then all of a sudden a ‘manager’ of the complaints department gets on the phone even though I had just been told there was no complaints department , strange. His name was ‘Vaibhav’ and he would not pass me over and was offering a little more compensation and asking me how much I would like? Is it not on your terms to offer the amount? I refused again as it is ridiculous the amount offered after the experience I have had and the amount of time the issues have been ongoing. I escalated again to a ‘deadlock’ team I believe, and was promised again a call back the next day as I didn’t believe it was gonna happen and what do you know I receive no call AGAIN! Issue after issue, lie after lie and I am nowhere still after weeks and weeks of just a terrible, terrible experience. I need some answers now or this is going to be taken to a third party, I know the process and I will take my notes, recordings and show what I have been going through with this absolute joke if an experience. I need answers ASAP! [MOD EDIT: Subject title changed for clarity]