Can we acknowledge how bad the Virgin Media website is?
Let me just express how bad of a customer experience I've had with your website this afternoon and how this issue has been ongoing for over a year. I'm seriously at the point where I am moving over to another provider at the end of my contract term. I seriously hope you fix your website and customer experience for your future customers. An explanation of my issue This afternoon I thought I would log into my virginmedia.com account and change the date in which my direct debt was paid, an easy task I thought. I went to the Billing Section of the website and saw that there was a button called Manage my Direct Debt which takes you to the page that I've kindly hyperlinked. Instead of what you would expect, a page to manage your direct debt. You're greeted with the image that I've place on the right. So, when this happened I thought I might have a Live Chat with a representative to try and resolve the issue, so I began a live chat. They told me that I should Close my Tab and Login again, which I did. Of course, this closed the chat with the representative and the issue remained. So not only did I still have the issue, but I now didn't have a chat either. I'm not sure if they intentionally did this because they knew it would close their ticket or if it was a genuine attempt to help. So, the next issue — I decided I might try to phone them. But you see, I have very little credit on my phone so this is a pain to do. On the billing page I pressed a button at the bottom which says "No, I need more help" and then I pressed "Call us" which provides a phone number. Before calling, I wanted to check the cost of this call so I pressed a button that says *See our call costs which tries to link you to a PDF that does not exist. Once again you're provided with a new page that says "Sorry, oh crikey. We can't find that page". A conclusion of my issue Your website is filled with bad hyperlinks that lead to documents that have been since removed. Some hyperlinks for important tasks lead to dead pages because your links have not been updated presumably after somebody has done a change. The whole experience is abysmal to the customer and I know I am not the only one. Please, if anybody of importance sees this; please escalate this to somebody who actually has control over the changes on your website. Have them audit the issues that I have mentioned here as well as the many other issues across the website. Try to do basic actions the customer would like to do, because I've ran into repeated issues across your entire website. I've only documented the issue I experienced today, but this has been happening for over a whole year with your website. Through the many versions you've released, there's always something broken. Websites are not normally this dysfunctional. In the end, the simple task I wanted to do never was done. I spent over two hours attempting to do something I thought would take twenty minutes and another hour with this complaint, and I will walk away after three hours completely where I started.One touch switch - vodafone cannot find my broadband service?
I don't get why it's so hard to switch! I tried to do the one touch switch but they couldn't find my broadband with virgin media. Is it because i requested a disconnection prior to doing this? If so i need to un-disconnect with virgin media first and then do one touch switch again? And how long will that take? I dont want to un-disconnect, find out it STILL doesn't work and then have to pay for another week of my new hiked contract.
Please can someone help me with my order and email address
Hi all, I have been having an issue with my order and my email. I'm out of contract for my virgin media plan and when I try to put an order through, the confirmation is sent to the wrong email address that I can't change. I don't get any confirmation email and I don't know if the order has went through. My o2 tariff has randomly removed the volt benefits like a new order is going through but I'm still on my old plan. If it helps, my order reference is XS1000143135. Thank you
Netflix/VM issue
Was watching an episode of a programme on Netflix where it glitched and came up with a code ui-800-3, currently I have been paying for Netflix but not via the VM bill, error kept coming up, so I signed out of Netflix and attempted to sign in. However, the only way to get back into it was to link my email address to Virginmedia and put it on the account? So to enable me to continue to watch Netflix I had to link my email to the account, is there any way to remove Virgin Media from being linked to my Netflix account so that I can pay via a different channel, as I do have a lot of credit on the Netflix account that apparently won't be used whilst it is linked to the VM account and someone else in the household pays for the Virginmedia?
