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Virgin Media Customer Service- Your Personal Experience
View Poll Results: My personal experience of Virgin Media customer service has been:
Excellent- I've never had any problems with them 238 19.02%
Generally OK 295 23.58%
Hit 'n' Miss - about 50/50 253 20.22%
Poor- they normally mess it up 232 18.55%
Awful - never had a useful phonecall to them 233 18.63%
Voters: 1251. You may not vote on this poll

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Old 28-02-2017, 08:32   #406
Kushan
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Re: Virgin Media Customer Service- Your Personal Experience

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Originally Posted by daisyduke View Post
Today I have received by far the worst customer service from Virgin. Cut a very long story short. Apparently 3 out of 4 of my set top boxes need to be changed as they are out of date. Booked in today between 8-1. Waited in all day called them told should have someone around 12. At 1.30 called them to be told no one was ever coming as somehow the appointment was cancelled. Now these things happen however, I was furious that an adviser blatantly lied to me about arriving around 12ish just to get me off the phone. After lots of phone calls, spent 10 minutes explaining everything to be told hold on please and another person answer the phone and start from scratch this happened 5 times. Eventually i demanded a manager I was told none available but someone will call within the hour. I then received a call from an extremely aggressive man who I couldn't understand. I thought he said can I speak to Mrs.... i said speaking he then shouted at me "you don't sound like Mr... to me" he then said to me "don't get cheesed off with me!" At the point I was so cross I raised my voice to which he was shouting he will cut me off ( I wasn't screaming or swearing) I said I cannont continue to deal with you please put me through to someone else, he then cut me off!!! Turns out I was given all false info regarding the 3 boxes they made me think I was getting a deal. I have no option but to leave virgin and probably try Sky. There is no way I can give them money monthly knowing how they treated me. Does anyone know of anyone high up that I can complain too? They only offer an address in Swansea to write too??
The CEO's office. tom.mockridge@virginmedia.co.uk

What you experienced was awful and infuriating. I'd send Tom an email and explain what happened.
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Old 24-04-2017, 22:24   #407
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Re: Virgin Media Customer Service- Your Personal Experience

Since my wife and l have been with VM, it is by far the worst company that l have ever dealt with.

My persuaded my mother in law to go with VM several years ago. My god what a headache and sadly l say what l think abut something.

I believe if you pay a fee, you should get at least 90% as no one is perfect - not even me.
I have hade terrible problems with CS over the years. About a year ago, l persuaded my wife to go for Sky, which we have. NO PROBLEMS AT ALL IN THAT TIME.

With VM we have had loads of calls where the service has gone down. Even today - 24/04/2017) l had to deal with a problem with my mother in law. Luckily this was solved after 5 HOURS without service - an email to Tom Mockeridge.

And then this morning, our service went down for FOUR hours. We complained to VM and was advised it would be back on by 2.30 and when calling 150 was told there was a problems with Cables changing over, and the HEADEND.

Why cant they do this work at night when most people are in bed.

VM is a major - or supposed to be - company, it should have backup system. To counter any problems. But there again, we the customer are just a number that pays the bill.
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Old 25-04-2017, 16:58   #408
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Re: Virgin Media Customer Service- Your Personal Experience

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Originally Posted by Arthurgray50@blu View Post
Why cant they do this work at night when most people are in bed.

They normally do this at night. There's more to that issue than the CS agent told you (And it's probably because the CS agent wasn't told, either).
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Old 26-04-2017, 11:54   #409
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Re: Virgin Media Customer Service- Your Personal Experience

My ongoing fault keeps plodding on, and they know where it is and that many are affected by it. But all I get are letters from Swansea telling me that someone will call "in a couple of days" but no-one ever does.

Even the VM bods on their forum have been unable to get more info or a fix date. Somehow I have been lumped-in with a fault number I cannot trace (F005230351) that keeps getting fix dates drifting further into the future.

And now the latest letter from Swansea recommends that I take it up with an arbitration service?
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