Anonymous
Doesn't deserve even one star!!!!!!! I have been with Virgin media for 17 years and have recently moved to my new house in December 2021. The move obviously is always stressful but what has made this worst for me is my decision to move my services with me. It’s been 6 weeks now and having spent countless hours over phone and having had several visits to property by technicians/surveyors and having spoken to countless people/agents and having paid more money and several cancelled/rescheduled appointments, I am still without Internet and media services till date with no solution in sight!!!!! Not only are there long waits to speak to an agent and frequent call drops but they are also not trained and lack knowledge and there is absolutely no coordination between various teams. Some agents have been insulting and rude. Their lack of knowledge has resulted in me getting false and misleading information and has caused me extreme anxiety and inconvenience. Each agent I have spoken to has given me different information which contradicted the information from previous agent and each one of them say that the previous agent has given wrong information. Majority of the times I was just being transferred from one team to other and would go through security checks 10 times and keep repeating myself every time when transferred to a new agent in a call. This is extremely frustrating and i firmly believe that no customer should go through such an experience! I thought I may have been an exception but reading other reviews posted clearly highlights that the company does not care about customers anymore and wouldn't pay any attention to issues/complaints. I strongly suggest not to consider Virgin media if you do not want to go through torture and harassment. Sharing few of my life experiences (or rather absolute harassment)!!!! There have been several days when I have made 10 calls or more, waited and spent more than 8/9 hours in a day, spoken to more than 15 agents in a day! Logged an official complaint for hassling customers, miscoordination (Internal installation & external installation team/ Movers & Preinstallation team), mis informing customers and appalling customer services 2 weeks ago but have not heard anything back from anyone, not even an acknowledgement! Installation was initially scheduled for 17th Dec but couldn't be carried out as the cable has been pulled up by Construction Unit to a wrong place. Since then, trying to rectify the simple issue as above has been more difficult than reaching Mars! One of the calls to report this issue- the Agent promptly cancelled the order and hung the phone without any proper discussions The installation was moved to 12th Jan (earliest) which meant no services in our new home for 3 weeks specially during holidays! One of the agents said that mobile dongle would be provided free to ensure we have internet during Xmas and asked me to speak to Mobile team which was an absolute nightmare as all agents subsequently refuted each other and told me to buy it! Another agent when followed up in December (20-24th Dec) said that the external team has gone again and fixed the issue that morning, but this was untrue as the issue was still unresolved. Not sure why these agents are forced to lie perhaps to placate or get rid of the call soon!? To summarise, there is an issue with how External installation team has left the cable and all the calls I have made and countless hours I have spent since then is to get this corrected because the internal installation team would not be able to do anything until this is fixed and I will keep experiencing this pain until then and would not have any services too!!! ABSOLUTE NIGHTMARE!!!! Hope someone, somewhere in the system takes a note of how far the customer services have deteriorated and how much pain it is causing the customers but, in the interim, would strongly suggest everyone to consider Virgin Media only if you are not left with any other option!!!!!
4 months ago
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