virgin on the ridiculous (virginmedia.com)

Member Name: oliveoyl1973

Product:	virginmedia.com
Date:	22/10/08 (25 review reads)
Rating:

Advantages: good package deals if you stand firm

Disadvantages: communication with virgin is difficult if you have a fault or complaint

i am not overly impressed. I have been a customer with them since 2003 without any problems...until this year.we had a crackly phone line so i had them bring out an engineer.Who then cut through the phone line, leaving us without a land line, just a mobile for 12 weeks.The reason it wasnt repaired for so long is because one department doesnt seem to know what the other is doing. There seems to be no communication between departments at Virgin at all.Cue 13 engineers later, every one of them telling me the same thing, and finally i get someone on the other end that seems to actually know what they are doing, and followed my complaint right through and spoke to me every step of the way to keep me in the loop.Whilst this was going on, although i didnt have to pay for line rental, they never offered me any compensation either, even though i had no phone for the last 8 weeks of my pregnancy and for 4 weeks after the birth.Because i was tied to a 12 month contract i couldnt cancel without paying a fee either.
on the plus side.,If you are a bit crafty, you can get a decent deal from them. its normally aimed at new customers but if you are coming to the end of your contract you can ususally get what you want if you say you are cancelling everything. I have got phone, with unlimited calls, Xl tv,and broadband for £35 a month, which roughly equals what i was paying for with Bt just for the telephone.

Summary: spending too much on advertising and not enough on customer service