Written on: 05/01/2012
I signed up with NTL over eight years ago and had no real problems with them.
When Virgin Media took over it was OK initially then, after a couple of years, the service began to get worse. For the last six months I've had appalling service, pages take minutes to load, downloads are impossible, I don't trust my email anymore in case I miss an important message.
I've called customer services many times, waited the usual 20-30 minutes to talk to someone who I can't hear or understand on a low fidelity phone line somewhere overseas, and each time have been told it's all going to be sorted out in the next week. The only satisfactory call I've had was when I got through to their Scottish call centre, when an unusually honest guy told me that the best thing I could do was to find another provider as it could take over a year to fix, if at all.
My local network is hopelessly oversubscribed and Virgin don't seem to care as long as the monthly fees keep rolling in. Funny how all these big businesses seem to forget that keeping your existing customers happy is a lot easier than finding new ones when everybody decides you're taking the mickey and leaves.
I've had enough and will be finding a new provider as soon as possible. It's going to be inconvenient, I'll lose a few email addresses I have with them which will take some time to sort out, but nothing could persuade me to stay with them now.
Oh, and it's expensive! Should save at least £20.00 a month with my planned service change.