This is how Virgin Media treat their customers. Its just easier if you find yourself another broadband provider.
Started calling tech support at 8pm on Tuesday(16th of October) evening. Spoke to a guy for quite some time (until 8:33pm) about my grievances with the cable Internet.
After checking the signal page of the modem (By logging in through 192.168.100.0) i was informed that my modem couldn’t be contacted by tech support at Virgin Media.(Big surprise! I already knew it wasn’t working. Which is why i contacted them!)Then i was informed of a problem in my area that magically appeared and was told it could take up to 2 days for it to be fixed.
I asked why it has taken the past six months to get anyone to try and sort out my Internet. As its been up and down for that long (Connectivity problems). Only to be told that the previous tech support staff i had spoken to had misinformed me. To which i stated i would like to make a complaint against every member of tech support staff i had previously spoken to in my six months worth of calls.
I was told that a member of staff higher up. A manager or supervisor would call me back within the next 15 minutes. I waited for 37 minutes before calling back as a manager hadn’t called me back.
I then had to go through all my problems again with a guy named Ashish on extension 13089. Who said that a manager would call me back within the next 30 minutes. (Something which i was told 45 minutes earlier!)
Told Ashish that i would be calling back up at 10pm if i haven’t received a call from them. He told me not to bother and wait until the morning. But i have already waited all evening to have my problems sorted out by a manager. He assured me that a manager would call me back within 30 minutes. So by 10 pm i should of heard from a supervisor/manager.
Ashish then proceeded to cut me off as the call lasted for longer than 20 minutes.(Its not a free phone number so they have a limit.
10:10pm
No call from manager/supervisor. Looks like i was lied to yet again.
Call back to tech support at 10:11pm
Called 10:11pm. went through config setup yet again.
The guy i spoke to said he would book a technician to come see the equipment. But still no manager to actually manage. Placed on hold for the umpteenth time.
I was placed on hold and then hung up on!!! This would be the second time that the company had hung up on me this evening.(What a great way to treat the customers)
Called straight back but the line wouldn’t connect. When it did finally connect i was connected to a young lady by the name of Sarah.
Yet again i was assured a manager would ring me. I wasn’t sure of this so i asked how i could be so sure that a manager would actually get around to ringing me. (I had already waited for over 2 hours from the original call to speak with a manager.)
Sarah went on to assure me that a manager would speak to me this evening. But after waiting for 2 hours and 15 minutes i was doubtful. The managers name that i was told would be calling was named Arun Mani.
10:45pm. Waiting for managers phone call.
11:21pm
Manager finally calls. His name was Abhishiek. Somehow he managed to reboot my modem from the tech support office. I was then placed on hold whilst he went to find out who had informed me of maintenance or problems in my area.
After a while Abhishiek returned to me and let me know he couldn’t find the name of the person who had given me that information. He did however lodge complaints against the guy who hung up on me as well as others.(Or at least he said he did.)
Then once again the Internet went off whilst i was on hold with Abhishiek. I was asked to give the physical address to my machine so they could then monitor it from their tech support end.
He then went to speak with his senior technician. Who claims the modem has only been rebooted once since 2006. Which seems odd considering i have rebooted it several times. And so have the tech support (A remote reboot) So either they are lying. Or the modem isn’t sending back the correct data. Either way. As a customer should i not be entitled to a technician coming round and looking over things? Its been an on going problem now for well over six months.
So what was the outcome? Well after 3 hours of calls to tech support, twice been told i would get called back by a manager and didn’t, and lots of rebooting of modems and computer. I am online. For now. I won’t be holding my breath for it to last. Nor will i be staying with Virgin Media for any longer than necessary.
Do yourselves a favour. Get a competent ISP to run your internet through. Or grab yourself a dial up connection.
AHHH. i remember having this problem. customer support is always lacking. ever since they were blueyonder
they sent a technicain after my 20th phone call and he found that the drop installed was done shoddy. if you have the sb51 series of modem and the net cuts out. check the pc/activity light. if its a solid orange. its most likely the drop from your modem to the cab box outside. ive never had any other issues with BY/VM. but yes. customer support requires a swift boot too the arse
Virgin Media`s customer support is about as much use as a chocolate fire guard…allways has been…allways will be. Had several problems with modem connection dropping for no reason too. And if i ever get you address ASHEEM COPARI i`ll be round to stove your cheeky little head in…REMEMBER!! you heard it here first!!
i have been with virgin for several years, firstly dial up then connected to broadband with the speedtouch modem, then I got a netgear router, my line apparently is capable of 5.5 mb i know ya will never get your max but I was paying virgin for up to 8mb but I never ever got more then 1.1mb so I thought what’s the point of paying for up to 8, so i reduced the package to the 1mb and now it’s dreadful, constantly doing speed tests on http://www.speedtest.net…..the other night I was getting 79kbs download …it’s far worse then dialup, also cos it’s so slow it keeps timing out and getting the dreaded ‘page cannot be displayed’ constant connectivity probs. I’ve in the past week spent £55 on having my computer totally checked out, I’ve also bought a new (better) router in case it was that, I’ve today paid a BT man to totally check the whole phone system in my house, end result of all this that there is no probs at my end, my computer is running like a dream but still having absolute crap connection, seems better during the day but at peak periods it drops m far too low, I know they have to traffic manage but this is really doing my head in now, been going on for ages. As for the customer support, well, when I first rang they said the prob was at my end and wanted me to unscrew the front off the BT test socket blah blahhhhh, then on another i was told someone would call me, that was nearly 3 days ago, I’m still waiting…???? I’m seriously considering changing ISP now, but have so far been reluctant to do so as people keep warning me I’ll have NO internet for ages as my line will be tagged and I’ll have a heap of hassle to change over. Virgin really need to get this service up and running as it should be, we are not by far getting what we are paying for…I’m so fed up I am wondering whether to go through the hassle of changing over ISP, but then it’s a case of who the heck do you go with for a better service, I bet Richard Branson has a good internet connection…!!!
written by a very fed up virgin.net customer.
Virgin Media really have to be the worst company running at the min.
I have had to deal with some Bad company’s in the past but compared to Virgin Media they was a walk in the park.
They really are as bad as what people are saying its really really not worth the hassle go with someone that maybe a bit more expensive but will give you a easy life.
Do some research on the net and you will soon find out whos good and whos bad.
I have never really met one person who has one good word to say about Virgin Media.
I would rather walk on fire than phone the joke shop um I mean Virgin customer service.
I figured i’d wait a while to see what else Virgin Media would have to say. But it serioulsy looks like they don’t want to call me back.
ALl i can really suggest is to try and find a better ISP. Expecially if you want some kind of help with your internet access.
Some day soon i shall be posting the second part of my problems with Virgin. But right now i don’t have access to it (It’s on the other hard drive)
Thank you all who commented. Your words are sounding just like mine. Virgin Media Suck!
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We had problems with NTL long before the name change to Virgin Media.
We had our account with them for tv/phone/internet for almost 2 1/2 years, and were happy enough with the service when it was all working properly.
Anytime we had to contact NTL / Virgin Media to report a fault or make changes to our account, we were disappointed with what passed for customer service. Virgin Media’s greatest weakness is their inability or unwillingness to treat their customers properly.
It almost seems that they WANT to make things worse for customers before they make them better.
There’s no way we’d ever go back to Virgin Media. Some lessons don’t need to be learned twice.