20M Why does Virgin assume every PC user is an idiot?

stepp · 29-01-2012, 19:28

So here i am again, paying for a 20mb service yet getting 2mb.

Ring up 150 on my virgin phone again!

Same old rubbish, indian call centre, unplug this wait 20 secs restart that etc etc etc, THIS DOES NOTHING!

@ Virgin , its not my pc, its your service that isnt doing what you advertise!

I am so disgusted with way Virgin treat treat their customers.

Well i told them its either fixed by the end of this week or ill just cancel the direct debit and throw their equipment into the road.

Over to you Virgin.

Mick Fisher · 29-01-2012, 19:43

Quote:

Originally Posted by stepp

So here i am again, paying for a 20mb service yet getting 2mb.

Ring up 150 on my virgin phone again!

Same old rubbish, indian call centre, unplug this wait 20 secs restart that etc etc etc, THIS DOES NOTHING!

@ Virgin , its not my pc, its your service that isnt doing what you advertise!

I am so disgusted with way Virgin treat treat their customers.

Well i told them its either fixed by the end of this week or ill just cancel the direct debit and throw their equipment into the road.

Over to you Virgin.

Try telling all that to Retentions, they will do their best to help in order to retain your custom, unlike the Indian call centre who haven't got a clue and couldn't give a damn.

stepp · 29-01-2012, 20:36

Yes but how do you get through to retentions? Half the time im faced by a generic Indian person who is clearly reading instructions from a card and knows nothing about the problems i have!

The conversation usually ends up in me getting ratty with them and them just staying silent until either i or they drop the phone call.

Its pretty embarassing is it not for a massive company like Virgin to have such poor poor customer service.

What winds me up the most is the amount of cash they much of spent on this new " double your speed" promotion and advertising yet their customer service is a nothing more than a joke.

Peter_ · 29-01-2012, 20:45

It is rather pointless ringing on a Sunday as you will just get offshore so try tomorrow as soon after 8am as possible.

Also this is not an Official Virgin Media Forum so little point posting that you will stop your direct debit and throw the equipment out into the road as no one will ever read it from Virgin Media.

You should try posting on the Official Virgin Media Forum which can be found HERE

but again they cannot deal with account issues only fault issues so a call to Retentions is in order tomorrow, when you ring try 150 option 5 option 2 thinking of leaving us, the same route if using 0845 454 1111.

Nopanic · 29-01-2012, 22:06

Quote:

Originally Posted by stepp

So here i am again, paying for a 20mb service yet getting 2mb.

Ring up 150 on my virgin phone again!

Same old rubbish, indian call centre, unplug this wait 20 secs restart that etc etc etc, THIS DOES NOTHING!

@ Virgin , its not my pc, its your service that isnt doing what you advertise!

I am so disgusted with way Virgin treat treat their customers.

Well i told them its either fixed by the end of this week or ill just cancel the direct debit and throw their equipment into the road.

Over to you Virgin.

Restarting your modem will trigger a docsis download if required, it also renews bits like your local lease and such, so it actually fixes about 90% of the faults ..

As for cancelling your DD, I understand the frustration, but you do that, you then owe VM money, they send bailiffs, you get a bad credit score .. it's not worth it ..

Call CR and get it sorted.

Tim Deegan · 29-01-2012, 23:01

Quote:

Originally Posted by Nopanic

As for cancelling your DD, I understand the frustration, but you do that, you then owe VM money, they send bailiffs, you get a bad credit score .. it's not worth it ..

Not really, as they aren't providing the service that the customer is paying for. So they are in breach of contract.

Anyway, I agree with others who have said to call on a week day to try and get a UK call centre. It's your only hope.

Peter_ · 30-01-2012, 05:48

Quote:

Originally Posted by Tim Deegan

Not really, as they aren't providing the service that the customer is paying for. So they are in breach of contract.

Anyway, I agree with others who have said to call on a week day to try and get a UK call centre. It's your only hope.

How do we actually know that as the may not be a history of calls on the account and they may have just assumed the is a fault and decided that is the way to go, why do you think I just offered the information above.

Stopping your payment is the worst thing you could ever do as it can affect your credit history and incur bailiff visits, they should follow my post above for a correct resolution.

Nopanic · 30-01-2012, 07:46

Quote:

Originally Posted by Tim Deegan

Not really, as they aren't providing the service that the customer is paying for. So they are in breach of contract.

You know it doesn't work like that with big companies .. unless as Peter has said he can prove it and I mean provide some serious evidence, the courts will rule in favour of VM and it will cost him a lot more challenging it.

So many people just decide to stop paying, its standard process for VM, they have plenty of departments are staff paid to deal with that kinda thing, were as it would take over the OPs life ..

I'm not saying don't challenge a big company and I'm certainly not saying put up with a poor service, but go the route of credits, complaints and end your contract with them correctly.

kwikbreaks · 30-01-2012, 08:54

Just cancelling a DD is always a bad move and usually leads to a bigger bill than doing things the right way. No matter how bad the service is proving it in court would be a problem - better trying to persuade retentions - 150 "thinking of leaving" - that things needs sorting out is the way forward. They may give a discount or they could agree to a no-penalty parting. Once the DD is dead you are dealing with the legal department.

Nopanic · 30-01-2012, 17:22

Quote:

Originally Posted by kwikbreaks

Just cancelling a DD is always a bad move and usually leads to a bigger bill than doing things the right way. No matter how bad the service is proving it in court would be a problem - better trying to persuade retentions - 150 "thinking of leaving" - that things needs sorting out is the way forward. They may give a discount or they could agree to a no-penalty parting. Once the DD is dead you are dealing with the legal department.

Is there an echo in here ?

kwikbreaks · 30-01-2012, 19:11

Some people don't believe VM staff for some reason

so independent advice helps folks make the right decision. If my post actually duplicates somebody else's rather than being similar to your own sorry but I do have some VM staff on my ignore list as they irritate me.

andybrock · 30-01-2012, 20:14

Quote:

Originally Posted by stepp

Yes but how do you get through to retentions? Half the time im faced by a generic Indian person who is clearly reading instructions from a card and knows nothing about the problems i have!

The conversation usually ends up in me getting ratty with them and them just staying silent until either i or they drop the phone call.

Its pretty embarassing is it not for a massive company like Virgin to have such poor poor customer service.

What winds me up the most is the amount of cash they much of spent on this new " double your speed" promotion and advertising yet their customer service is a nothing more than a joke.

Just spoke to Retentions this evening, UK CS and was very helpful

150/Option 5.

Good luck

Peter_ · 30-01-2012, 20:18

I find certain members irritating as well, but that is of little concern to me so tough.

Nopanic · 30-01-2012, 22:16

Quote:

Originally Posted by kwikbreaks

Some people don't believe VM staff for some reason

so independent advice helps folks make the right decision. If my post actually duplicates somebody else's rather than being similar to your own sorry but I do have some VM staff on my ignore list as they irritate me.

If someone reads my posts and then chooses to believe I'm talking rubbish for the sake of VM then they are of little importance to me.

Glad the op got it sorted.

Peter_ · 31-01-2012, 05:40

Quote:

Originally Posted by Nopanic

If someone reads my posts and then chooses to believe I'm talking rubbish for the sake of VM then they are of little importance to me.

Glad the op got it sorted.

They forget that I am shortly to be made redundant and therefore why would I be loyal to a company doing that, I would not even think of going to Swansea to floorwalk their gradbay because that would be selling my job which I would never do.