magicsbaby's Review of Virgin Media
5th Jun 2008
Overall Rating
- Value for money
- Customer Service
- Extra Features
- Reception
- Reliability
I like the products that virgin media are supposed to be giving me.
Bad Points
Phone centre dreadful.
Can't put you through to someone who can help.
They can't talk to each other.
General Comments
I have had the unfortunate experience of having to ring Virgin Media/NTL several times, due to telly breaking up and freezing (this took several calls and over 4 months to sort).
I have also had broadband issues on and off.
Customer service is a maze. Each person they put you through asks for the story again. It is so frustrating you are left with 1 hour or more of phone calls and nothing ever sorted.
I have even found out that I have been over charged for all the services, and they also dropped my 20mb service to 2mb for no apparent reason, even though they charged me for 20mb. This took two whole evenings of phone calls and talking back and forth between tech support and customer support, they cant talk to each other they say, so it is up to me to bounce between them. Luckily at the end of the second night I spoke to the same person by chance as I started the night before and she found the problem and sorted it. I also after writing to Virgin and Richard Branson got a £250 refund.
Seriously this service NEEDS to be sorted out before we all leave.
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