Have just come off the 'phone with the rudest person I have ever had the misfortuine to deal with.
On 13th July I e-mailed a complaint about unsolicited texts and recorded messages on my mobile. The number is known only to my family an never filled in on any forms. I asked them to confirm that my info had not been passed to other companies as they had not got my permission to do so.
There auto response said it coul be 5 days befor I got a response.
After 6 days I e-mailed them again. They did not even respond to the second e-mail.
Yesterday I 'phoned them and was told I would get a response "shortly" as they had been busy!
Tonight I got a call from a young man whose manner and tone were quite objectionable. Firstly he asked for my husband as he said the complaint had been from him. Their automated response quite clearly showed it was from me. He told me Virgin do not pass on information, but I explained that two other Virgin employees had confirmed they did. I told him I did not believe him. He then became really rude and I hung up on him. He then had the cheek to ring me back and say "we were cut off" I told him I had put the 'phone down and would do so again if he continued to be rude. His response was that if I did not believe him I should cancel my Virgin services! Neeless to say I will be changing my 'phone, broadband and mobile supplier.
Phones as goos as anywhere else though do seem to charge more up front for the actual handset. Reception is very good. However, there customer service is an absolute disgrace - even at quiet times you will usually take at least 15 - 30 minutes just to get through and you will then probably end up speaking to someone who has not got a clue. Even though I get a 25% discount with Virgin I am actually moving to O2.
Virgin - sort out your customer service and the cost of your handsets. 2 stars only awarded for the good network coverage I found.
Foreign call centre customer services are the worst I`ve ever experienced. Extremely lengthy wait to speak to someone, and when you do, you are usually put on hold for even longer whilst you are put through to the right department. A general feeling of unprofessionalism.....NOT RECOMMENDED
I don't like the fact that the call centers are abroad somewhere, the call sound quality is poor and I struggle with the accents.
That aside, the operatives don't mess you around like some mobile companies and requests or problems get dealt with efficiently. Something I took forgranted until I started using another company.
I find the coverage one of the best too on the whole and their pay as you go call tariffs suit me better than other operators. They don't have a policy of stealing your credit if you don't make a call for a while like O2 do. I like Virgin mobile a lot
I have a non contract arrangement that does not involve having to get "top-ups". I am not charged "Air time" rental merely the cost of my calls/messages, so if I have a quiet month my bill is very low - it was 10p once!
Suits me to the ground, haven't found any better or more convenient tariff.
Moved mobiles onto Virgin (T-mobile) service to get free calls between mobile devices and landlines. However, initially paid high bills as discovered free Virgin to Virgin mobile calls only on £15 or above Tariff. Too late to change! Finally watch the initial account limit if yo have teenagers - Virgin set this at £150 by default & once you go over monthly allowances the costs increase massively
I've had a contract with them for little over a year and i've had absolutely no problems with them (touch wood) you can get a lot for £10 a month, and they've even introduced a blackberry price plan for a tenner as well, which is a steal as i don't remember any other company offering the same deal. Perfect for those who want a lot of text, decent amount of minutes and decent phone for just ten pounds, but remember, there's also t-mobile, who can also offer about the same, i think they share the same network, but if i was to pick between the two, i'd go for tmobile, but if you need a blackberry, virgin mobile hands down :)
I started out joining up with the original Birmingham Cable Company some 21 years ago. Of course, BCC became Telewest then was aquired by Virgin Media. Throughout those years I have never received anything less than a brilliant service for internet, television and land line telephone. They were and still are the first and premier fibre optic service provider for the nation. It amuses me to watch the current set of BT adverts that try and convince viewers that they have invented fibre optic communication for the home entertainment package.
When I called the customer service with the serious issues with faulty connections and non possibility of using top up from abroad, they could not resolve the problem and all I was told my iPhone was incompatible with their network. I have had it. A nightmare service and very expensive also!
When in NY, for four months tried to top up and every time calling 789 freenumber, got the same message" have not enough founds to connect my call", for four months calling the company to resolve this issue and nothing was ever done.
The roaming rates are outrageous. I am currently searching for another company to join. The worst experience of the service and money value!
I've had a year contract and pay as you go contract with virgin for a total of around 3 years....
I was on a yearly contract with them, decided to end that and move to pay as you go for my partner and they were very helpful through the process and not at all pushy. In fact I did it via email a while ago and they replied to it in a very polite email to confirm the change and details.
The service is spot on - I have travelled from the midlands around the SE and SW and have only found 2 spots in that region where I couldn't get a signal...one of those is in my street and is around 2 feet wide so its something local blocking the signal.
They are relevantly cheap but the service is solid and is always there!
The down side (as I think its good to get a little constructive criticism) - there latest phones can sometimes be a tadge out of date; but you can always use another phone and wack in their sim card :)
If the company keeps up to date with the latest phone releases then you most probably wont look else where.
My son bought a PAYG phone without my permission. Took the phone back to supplier but they said they couldn't do the airtime.
Contact Virgin explained the situation when through secuirty questions and they asked me do I want the money back or credit on my account....
Whenever I get a voicemail message the system tells me that I don't have a mailbox and I can't get the message. After dozens of calls to customer services (which I've paid for, of course) this has never been resolved and in the end I have just changed back to orange
as above, company could do better with customer service
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