museltof
09-09-2008, 08:20
Recently we went over to Freesat - absolutely brilliant!
But this still left the question of how we would continue with broadband internet - essential for my work.
To be frank, we have become very saddened by Virgin's attitude. By sheer chance we discovered they have been charging us £2 over the rate for their broadband 'L' package for their 'M' system. When we confronted them on the phone about this we just had people who wanted to argue - truly shocking customer service! They even insisted they were only charging for 'M' when we have two monthly invoices in front of us confirming they are charging us £2 more for 'M' than we should be paying for 'L' (according to their current charges taken from their own website).
But the most annoying thing is that though we are very long-standing customers (going back to the old days of CableTel and taking in two house moves), they refused to send me a router which I now need (3 computers in the house). I was told that only 'L' customers get a free router and that we would have to pay £40 for one (by this time I had given up on trying to convince them that we were already paying over the odds for their 'L' service - although I had the proof in front of me).
I said, 'Okay just as a customer loyalty thing can you send us a free router? Look how long we have been faithful customers!'
But I was refused point blank.
During the course of this deeply angering and frustrating phone call, my wife and I spoke to two different people, all speaking with a very strong foreign accent which we really struggled to cope with. Neither of us have anything against people from the Indian sub-continent but these people can be so hard to understand on the phone.
In our local area Virgin have now lost a lot of customers during the last 18 months or so and they don't seem to even care! We were met with such obstinacy on the phone that i had expected a call-back from a senior Virgin official with an apology, or a letter but since neither have occurred, Virgin have now lost us.
But this still left the question of how we would continue with broadband internet - essential for my work.
To be frank, we have become very saddened by Virgin's attitude. By sheer chance we discovered they have been charging us £2 over the rate for their broadband 'L' package for their 'M' system. When we confronted them on the phone about this we just had people who wanted to argue - truly shocking customer service! They even insisted they were only charging for 'M' when we have two monthly invoices in front of us confirming they are charging us £2 more for 'M' than we should be paying for 'L' (according to their current charges taken from their own website).
But the most annoying thing is that though we are very long-standing customers (going back to the old days of CableTel and taking in two house moves), they refused to send me a router which I now need (3 computers in the house). I was told that only 'L' customers get a free router and that we would have to pay £40 for one (by this time I had given up on trying to convince them that we were already paying over the odds for their 'L' service - although I had the proof in front of me).
I said, 'Okay just as a customer loyalty thing can you send us a free router? Look how long we have been faithful customers!'
But I was refused point blank.
During the course of this deeply angering and frustrating phone call, my wife and I spoke to two different people, all speaking with a very strong foreign accent which we really struggled to cope with. Neither of us have anything against people from the Indian sub-continent but these people can be so hard to understand on the phone.
In our local area Virgin have now lost a lot of customers during the last 18 months or so and they don't seem to even care! We were met with such obstinacy on the phone that i had expected a call-back from a senior Virgin official with an apology, or a letter but since neither have occurred, Virgin have now lost us.