I have been first NTL customer and then for the last 15 years plus has been a Virgin media loyal customer until two months ago (July 2019). We live in West Yorkshire and obtained good service from Virgin media on TV, Broadband, land line and mobile phone for 15+ years. Then problems started by July 2019. First broadband , intermittent issues and then all of a sudden it is down for 5 + days . You ring all the customer service lines and the problems continued for 7 days plus. No sympathy , no explanation and they also cannot guarantee that this issue would not continue in the future giving no option but leave Virgin Media. I appalled by the customer services in the last 2 months before I gave notice. VM is missing a trick, their customer services is saying they do not know why this is happening but only engineers would know. A customer oriented company should have a link between customer services and operational issues so they could explain and give some assurance to the customer. One lady I spoke did not even understand the importance of giving customer the reasons. This was not the case all the 15 years I was with VM. Their services have gone down. My wife and daughter both had VM mobile and without any notice they increased the fees and when rang the customer services , (a) they cannot explain properly in English (b) rude (c) do not care! We have now left VM and I do not think I will ever come back or recommend to anyone. I also hear our neighbours and friends who had VM are also very dissatisfied with the service and have left or leaving . I am not sure what sort of business model VM has adopted recently as their service has gone down.
2 years ago
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