Terrible internet speeds, poor customer service, even worse engineers. Hard to get in contact with.
Once engineer announced on arrival "did someone from fucking bangladesh tell you that". Our speed is never even half the quoted amount and have been told by engineers not to expect the quoted speeds in our area (South Manchester)!? Every time the connection goes completely down, we are given excuses, "temporary fault" eventually becomes"its your super hub" (we are on the 4th, waiting with no internet for 5th!). Only for several engineers to tell us that they have never had full service in our area.
Very frustrated, will never sign a contract with Virgin Media again.
I wanted to renew my phone insurance and add a new tablet to my policy and wanted to find out if I could add my laptop too.
It took 8 phone calls, the call was dropped 3 times and 4 times I was directed to call a different number.
I called the number on the renewal email, was told they cannot handle this so directed me to hang up and call customer services. Once through to customer services I was told the same but to call sales, on the same number as before. Sales once again told me to hang up and call customer services. Customer services told me to call renewals this time, the last digit of the phone number was different this time, I was told to ask for someone (Whose name I forget, but it was an unusual name beginning with a C) who would ensure they could resolve my call. There was no knowledge of this person on the final number, however the lady that I spoke to was very helpful, clear and knew what she was talking about, so clearly your staff are not to blame here. Why on earth do you not transfer calls internally! A very bad customer experience, all call center staff should be able to resolve nearly all problems, regardless of the department they sit in.
When I received an email with my policy details etc. but no attachments, I have to create an account, and view online only... why? Just send them, I have no reason or desire to remember details for such a minor part of my life. By sending them as .pdf or similar attachments I have a permanent record, stored safely that I can access anytime with minimum hassle.
I would have given up and used an alternative company - I had plenty of time while playing phone tag to search comparison sites but having researched this, felt that your company offers the best policies for the price. In hindsight I worry how efficient your procedures are if I ever need to make a claim?!
The lady that was finally able to resolve my call was excellent however.
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