Newest Review: ... follow the steps again anyway! One of the advisors told me to manually input DNS servers into my router. The following tech support member... more
Awful customer service
Member Name: ws72009
Date: 26/07/10, updated on 26/07/10 (31 review reads)
Advantages: quick installation date
Disadvantages: awful customer service, poor knowledge of their own services and costs
Hi Guys this review is in regards to their customer service so brace yourself!
I had been with Sky for over 10 years, so making a switch over to Virgin was not a decision I took lightly, but it was immediately a decision I regretted.
When I finally took the big decision to call them and switch over, it took me 30 minutes to get through and when I did I get through to a call centre in India, they were polite enough, but the big problem was that the deal he sold me didn't exist!
Basically I got a deal where I got free installation with 2 months free, broadband(L), TV(L with all skysports, asian channels, disney cinemagic) and phone (L) and phone costing me £60.43 a month, now when I was adding it up on my calculator it just didn't add up to the amount he quoted me, so I went through it about four times with him but he insisted it worked out because of the multiple package discount. So I placed the order.
The Installation date was with 2 weeks so that was pretty impressive, and the installation was pretty professional, except that the installer cut off our BT master socket and ran the Virgin phone line into the BT box (which they are not suppose to do).
But I thought, well doesn't matter, I am gonna stick to Virgin media now anyway...how wrong was I!
So I was told my BT number would be switched within a couple of days, but then got a message from Virgin saying the switch date would be about 3 weeks after the installation! So i call them up to complain and again get through to a call centre in India, this time the guy started getting rude to me and even told me how he hates his job and that people like me cause him to lose his hair! I was gobsmacked!!!
So I let that go, but I was still not satisfied that things were all ok, I call again(another 30 minutes wasted) but this time I get through to a UK call centre, and they told me sorry but we don't know what you have been sold as that deal doesn't and can't exist because the numbers simply dont add up, and that I will be tied into paying £90 a month instead!
Anyway I then canceled the contract and switched back to sky, who were kind enough to offer me a free HD box and half price on everything for 6 months as a good will gesture!
It might be that I just had rotten luck, but I cannot recommend switching to Virgin media, they were awful!
Summary: the service they provide is pitiful and highly unprofessional, I canot recommend them at all!