its pretty good internet provider really i have never had problems although sometimes its not quick enough for me but it always works. i would give 5 stars but i'm getting annoyed of those extra charges - 10 quid late payment charge/ 2.50quid money handling fee/ 50pence letter fee etc.. but if you set up direct debit there won't be any extra charges . so 4 stars its pretty good internet provider.
OK, if a company want my business they must not muck me around.
I moved from BT to Virgin because BT have the the worst broadband speed in the world, so I moved to Virgin - mistake - well so far NO.
The day we signed up we walked out of the Virgin store with our mobiles and an installation date for the TV. Over the rest of that weekend, my partner read some stuff online and in some mags and asked it we could have a Tivo box aswell, I went into the store on Monday, expecting all kinds of grief, walked out 15 minutes later all done, no extra paper to sign.
On the day of installation the engineer turned up in his boots and put on plastic over shoes before he walked into my house, he normally worked in Swindon, but had driven up to do installations in London because they where so busy, he was polite, professional and did not stop apologising because the Tivo box did not pick up an IP address in the first 10 minutes.
3 months into the contract, I am still enjoying Virgin, I asked for Sky sports to be switched on over the Christmas period, yep got it 20 minutes later, they have now turned it off without any fuss.
I have one little wish, please sort out your automatic telephone system.
I returned home from work to find my Virgin Media broadband was not working. I did a reboot and still no joy. So I called Virgin Media, I got through to the first guy after a 15 minute wait. I had to repeat my name 3 times, then spell it, then tell him my postcode twice, then confirm it twice. He then told me, I can't find your Virgin Media account! Eventually, he found my account and I explained my problem. He told me that because I didn't have the use of a laptop to check my broadband connection (I was using my iPhone), he'd have to put my through to a technician who would be able to help me.
I waited a further 10 minutes on hold, then finally got through to the technician. After going through the same: name, spell your name, confirm your name, surname, spell your surname, confirm your surname, account number, postcode, etc, etc. She told me that she couldn't help because I didn't have the use of a laptop to check my broadband connection (I was using my iPhone). She directed me back to the guy that had directed me to her!! I waited a further 17 minutes before she cut me off!!!
I called back about 1 hour later and went through again...
first name, spell your first name, confirm your first name, surname, spell your surname, confirm your surname, account number, postcode, etc, etc. I spent a further 30 minutes on the phone and was told they couldn't do anything.
I am furious that it took so long on my mobile phone bill and nobody actually did anything to help. On your phone system you have a recorded message saying; 'we will help you as quickly as possible' is this a joke?!?!? I am dreading seeing my phone bill after talking to you incompetent bunch. On top of that, I've been having to use (and pay for) 3g on my phone because YOUR broadband isn't working through no fault of mine.
In the end I had spoken to 4 members of your staff and the way I was treated by them was appalling. I was told 3 different reasons why my broadband was down. 1: area fault, 2: My modem was faulty and therefore offline, 3: There was a connection fault in the box on the roof. Even after these 3 'diagnosis' I STILL have no broadband.
A barely literate ape installed the router in a remote cupboard far away from the room where the laptop is used the most. The signal was so weak the ape had to carry the laptop to the router to get a signal. My wife who would normally never let someone like this in to our home, was told this was standard positioning for the router, he then left clipped cables and wall plaster on the floor and without so much as as a "thank you for your business and welcome to Virgin", walked out. No doubt he went to eat some kebabs and read the Daily Mail with other apes.
I called Virgin and after the third attempt to speak with someone who had event the smallest level of empathy I was told an area manager would contact me but I could not take a reference number or any other notification for the complaint. No call back. I ran again two days later and was told another area install manager, would contact me, again no call.
They sent a reinstall guy that was able to install the router in the correct place without offending anyone or leaving any mess. Still no call from customer service though, it isn't going to happen. I expect they are too busy marketing their services to new customers than retaining/pleasing existing ones.
They even charge you to call customer service (unless you buy more services from them - Virgin mobile). How to nickel and dime your customers or what! These guys have no idea what customer service is. This seems to be standard operating procedure in the UK.
I cancelled the service and went with Talk Talk. Equally poor customer service so far, think its time I moved country again... this place just doesn't get it. It highlights all the marketing as being nothing more than an extremely thin veneer. Shallow, no thanks.
Tim Tim found this review useful
Okay so this story's pretty long, but I'm going to try to cut it short.
I'm a Danish guy who lived in Canada for a year, and just returned home to Denmark recently. I decided to sign up with Virgin mobile for a phone, but to use the phone I had to place a $200 deposit. The guy in the store who helped me sign up called Virgin to ask why I had to place a $200 deposit when I had a credit card. I don't think the guy ever got it, but it was just something I had to do but that I'd get back when I'd cancel and go back to Denmark.
I paid. Few months later I cancelled because in two months I was going home. I asked the costumer care 'professionel' how I'd get my money back and she said "We don't have a record on you paying a $200 deposit", so she asked me to fax the receipt, and when I'd done that it'd take about two weeks to get them back. I told I was going home soon so I needed them back on my credit card ASAP, and she told me no worries.
Faxed it and two weeks went past where nothing happened. I called. "Oh, oh, no one's looking at your case yet. It'll take a while." Again I told them I was going home soon and I needed the money ASAP. She sent my case to the top and I'd get a phone call within a day she said. I didn't get a phone call so I called again. "Well, it's going to take at least a week for someone to open your case." I said okay I'll call in a week. I called after a week and none had looked at my case yet, so the supporter called the billing department directly, and she told me I'd get a phone call back. I waited days and nothing happened. This probably continued for about 3 weeks. I was promised mails and phone calls over and over again and nothing happened.
I even called one time and a supporter told me she'd just sent head office an email and that'd I'd get back a phone call within an hour. An hour passed so I called, and then I was told by another one that head office was closed for the day. HECK OF A SERVICE!
As my case grew and grew every supporter I called at Virgin agreed this had taken way too long. I was also told one time that my money had been sent out by check and that'd I'd receive it after 3 days. 3 days went past and I didn't receive any, so I called only to hear they had NOT sent a check. Then finally I got hooked up with one from the billing department and talked to her in person. She explained most of it but did apologize the bad service. By then there was only 3 days left before I had to close my Canadian bank account and leave Canada. She told me they could not transfer it to my Danish bank account, so we agreed they'd put it into my girlfriends Canadian bank account. A week after I've arrived here in Denmark they call my girlfriend to tell her they cannot transfer the money to her account, so they're sending MY check to HER Canadian address. What the heck is this!? I'm NOT even on that address.
I hate their service, I hate their departments, I hate Virgin and I'll never ever return back to their products if I decide to come back.
I hope you one day go broke.
Tim Tim found this review useful
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