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.
My broadband has been slow since I got Virgin. It's when you have to call their 'customer services' that it goes from bad to worse. I spent 2 hours on the phone to report that my broadband wasn't working. Passed through 4 different advisors (with a 10-25 minute transfer 'hold' between each one). None of which were able to tell me what the problem was OR fix it. So wasted a whole evening talking to Virgin's useless staff and still no broadband! After reading the comments on here, I'm kind of pleased it's not just me. But seriously, this is abysmal, appalling service. Vote with your feet people. BT is cheaper anyway.
I booked an appointment on the Specsavers website. However the website doesn't allow you to choose a specific time (only late morning, early afternoon, late afternoon, etc). So I assumed they would get in touch with a time. Wrong. The day came and went and never heard. After reading the reviews on here I'm not bothering again. Appalling customer Service.
Ivan Connolly found this review useful
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