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“I wish I knew about the review section before I signed...”

written by mekanbi7 on 26/10/2007

Good Points
I cannot give any good points yet since all my services are not functioning properly.

Bad Points
10/10 - The process of getting to talk to a representative to deal with your complaints is very, very frustrating, time consuming, and money wasting especially if using a mobile phone. The customer care people should be trained professionally and to speak with clarity and calmly. Another thing is there should be a way that the first representative who takes a customer's concern can direct the call to the appropriate department instead of dealing with going through the whole of process of giving his/her information over and over again.

General Comments
I wish I knew about the review section before I signed my 'death warranty'. I have never known hell until I decided to bring Virginmedia into my life. I signed the contract on September 25, 2007 and it is a month and I still do not have my home phone. The broadband is worse than dial up. The television has a mind of its own, working when it wants to.



I am not even going to mention the customer care or whatever they call it. I have never spoken to so many representatives in my life than dealing with a simple issue like the engineers could not finish with the installation because of a faulty cable outside the house. As such I do not have a phone and a phone number. I have ran a huge bill on my mobile phone trying to resolve the issue to get my home phone to work. To prove a point, I went into the Virgin Stores to see one of the salespersons who gave me the work mobile phone to talk to customer services. In short, I was on the phone for 1:09:04 talking to 10 different representatives. The most revolting and deplorable thing is you have to retell each person what you have said over and over again. Is this a developed country in a computer age? The next person that you are transferred to on the phone should have your details and your concerns via the internet. And oh! Why can't they direct your call to the right department as soon as the first representative takes your call? The 10th person saw my frustration and decided to help but after 20 minutes she finally told me one of the technical support workers banged the phone on her. She told me she was going to make a note to her manager about the attitude shown her and she apologised to me. Most of them are just a waste of taxpayers money.



The only thing working is the broadband. No phone, and no TV. I am telling those in my community to turn the other way if they see Virginmedia coming their way. I am shopping around for a new service provider and Virginmedia better not talk to me about breaking the contract. I do not know when the service will work fully. I guess not. God helps all of us.