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- disgruntledvirginuser's review
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Picture courtesy of Clair.
| Reliability | 4/10   |
|---|---|
| Customer Service | 3/10 |
| Speed Consistency | 5.1/10 |
| Value for Money | 3.4/10 |
| Reviewer Rating | 2.9/10 |
| Overall Rating | 2.8/10 |
By disgruntledvirginuser on 3rd Jul 2008
| Reliability | 5/10 |
|---|---|
| Customer Service | 0/10 |
| Speed Consistency | 5/10 |
| Value for money | 0/10 |
| Overall value | 0/10 |
 disgruntledvirginuser's recommendation | |
None
Unhelpful customer service in my experience.
Ordered Virgin Broadband online however the order it seems was not processed despite the "Congratulation your order was successful" message. I phoned and customer service informed me there was nothing on their system. Stupidly I decided to re-order by telephone. They informed me all was well, that a modem and router would be sent by courier and that an engineer would visit the premises to install it. Additionally he would also leave a setup CDROM in order for us to setup our PCs.
It seems I did not receive the mail the modem and wireless router. The engineer came and fitted a modem but failed to provided the wireless router, any documentation or cdroms. I telephoned Virgin and after around 1 hour and being transfered 5 times (apparently there was some problems with my account), one Virgin representative tried to convince me I hadn't even ordered broadband while another said they couldn't find my details but later found them saying he had to find them via a "backdoor".
I spoke to technical support on how I could get online without the router via directly with the modem, I didn't have any documentation, IP details etc so I needed assistance. The tech support officer told me to plug in the modem and type activation.virginmedia.com into a web browser, I was a little confused since the internet wasn't working and when asked how would my computer resolve the name without a connection he simply stated he doesn't know "it just works" (which it doesn't in my experience).
Eventually I managed to get online after being passed to another operative but had to phone Virgin again to provide the free Wireless router as stated on their webpage. After some discussion and some mumbo-jumbo about it being a July offer and I order it in June they agreed to send me the router (I'm yet to see if it arrives).
I also found a billing error on my Virgin confirmation card where it states my broadband XL costs £37/month and not the £26/month for the first year according to their website. I was passed to the billing department where they told me there was nothing wrong with the price, that £37/month was if I ordered without the telephone package and it's £26 if I ordered with a phone as it was a part of a special offer.
Naturally I was quite knocked back by this and doubled checked their website. In front of me their website clearly states it's £10/month with a phone and £26 without a phone. I re-phoned and was told "it's fine" and according to their system I am on the correct payment plan (however they was confused on why it wasn't showing on the card). I guess we'll see when my first bill arrives.
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