What a circus
I have been a customer of VM for many, many years. I have worked in various organisations, many much maligned by the public and the media (some of them richly deserved to be, others were hard done by) but I i have never ever come across an entity so incompetent and so severely mismanaged as VM has become. Strictly speaking, I am leaving VM on 27 May but have already been disconnected. The ombudsman is going to love reading my story.Virgin Media Timekeeping: A Lesson in Alternative Reality
If you’ve ever had the misfortune of dealing with Virgin Media’s installation team, you might have noticed something strange. The concept of time, as understood by the rest of the world, simply does not apply to them. While the rest of us rely on clocks, calendars, and the basic principles of scheduling, Virgin Media appears to operate on a timekeeping system all of its own—a mysterious, ever-shifting entity I can only describe as Virgin Media Time. The Never-Ending “Tomorrow” Most of us are familiar with the idea of a scheduled date. If you book an appointment for, say, the 1st of April, you’d expect something to happen on that day. But not in the Virgin Media universe! No, here’s how it works: You’re told your installation is scheduled for tomorrow. Tomorrow arrives. Nothing happens. You call them. They tell you your installation is scheduled for tomorrow. Rinse and repeat indefinitely. I have personally experienced this absurd time loop, as documented in my previous posts (here and here). You would think that after a certain number of times, someone would break the cycle, but no. Virgin Media has clearly perfected the art of making tomorrow an unreachable mirage. Callbacks? What Callbacks? But the real pièce de résistance of Virgin Media Timekeeping is their approach to returning calls. You see, in this fascinating alternate reality, 48 hours does not actually mean 48 hours. It might mean 48 days. It might mean never. Who knows? I was personally assured by a manager—yes, an actual manager!—that if their staff failed to call me back within 48 hours, he himself would call me the following day. What happened? Absolutely nothing. No callback, no explanation, just pure, unfiltered silence. This was not a one off incident. But a regular occurrence. Multiple promises for callbacks which never materialised. Special Training Required? At this point, I refuse to believe this is mere incompetence. No, there must be a training course involved. Perhaps new employees at Virgin Media are sat down in a room and taught how to expertly delay appointments, shift dates around in a way that makes customers question their own sanity, and promise callbacks they have no intention of making. Maybe they even get a certificate in Advanced Time Manipulation upon completion. If only the rest of us could sign up for this mysterious course—imagine the possibilities! “Oh, I’ll pay my bill tomorrow.” “I’ll be at work in 48 hours.” “I’ll finish that project you asked for in… let’s say, another 48 hours.” The world would descend into chaos. Conclusion Virgin Media’s approach to time is a thing of legend. If you’re ever unfortunate enough to be waiting on an installation or a callback, just remember: their clocks don’t work the same way yours do. Your appointment will always be tomorrow. Your callback will always be within 48 hours. And your frustration? Well, that’s guaranteed to arrive immediately.No internet since signing up to virgin - Abysmal customer service!
Hi, I am a new customer to Virgin and hoping someone from Virgin can assist as so far no one has a handle on my problems. Since receiving my ‘quick start’ router, there’s nothing QuickStart about it!! I’ve had no service and no one seems competent enough to get me up and running. Customer services are all based overseas and extremely poor/unhelpful. Also no one from complaints team UK is calling me back to give me any form of update. I’m at the end of my tether and going insane over this! I just want is someone at Virgin to take ownership of the issue and rectify/resolve it urgently! I am being as patient as I can but a customer really should have to keep calling through and speaking to customer services advisors and managers based overseas who clearly read off scripts! It’s day 7 of no internet now, what has been tried you might ask? 1) customer services resending the hit/signal 2) 4x different technicians have been sent to my home several times now and customer services just keep sending them out to do the same checks expecting them to fix the issue. They have swapped out the router/hub 5 times (all previous routers have been deleted off my account, one added each time, automatic and manual hits/activation attempted). All physical items and cabling has been checked multiple times by the techs (pit, signal, cabling, isolation point, router). The techs say it is 100% an account or activations issue. They say they can do no more for me and have escalated the case to their manager who has escalated it to the ‘Field Complaints Manager’ I’ve requested a manager that is dealing with the issue call me everyday now and I’ve not received one call from them! The technicians say they’re not allowed or able to give out their numbers… 3) My account has been reconstructed - routers deleted and then re-added one by one to no avail. 4) The original Hub3 I was sent just kept flashing blue or white I believe, hub4 just flashing blue or white too, same with the hub5 I have no idea what is going on at Virgin as no one competent from any team (customer service, 2nd line/technical, IT, Complaints/Cancellations, accounts, sales) seems to have a handle on the issue or calling me to discuss the problem! I am losing my mind having to chase everyday and getting nothing back! If by any chance anyone on here can help me on here I would be forever grateful. I’ve completely lost trust in Virgin and their customer service is absolutely awful, like talking to a brick wall! If by chance anyone from complaints or management sees this post my complaint reference is C-1406241327. Please do call me I can’t be without internet any longer!!!