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Bad Experiences Thread, Virgin Media Tech Support - Idiots in Purchasing and Trading; I reckon his email account isnt working properly because his name and account number consist entirely of asterixs, causes havoc ...
  1. #16
    Jake's Avatar
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    I reckon his email account isnt working properly because his name and account number consist entirely of asterixs, causes havoc with servers that.




    *play me off Johnny!!*

  2. #17

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    I used to have Virgin phone, broadband and TV at home, but switched to Sky.

    Oddly enough I never had any real issues with broadband, but the cable TV was appalling. After MANY arguments with MANY people at Virgin I eventually had THREE YEAR'S credit out of them! Can't complain about that, now can I?

    Still, having switched to Sky, I am convinced I did the right thing. All my neighbours that are with Virgin complain about how much slower their broadband became since Virgin took over Telewest, while my broadband remains fast! :-D

    But far more importantly, Virgin and Talk Talk will both soon be following in BT's footsteps by implementing Phorm's Webwise spyware. If you're with any of these three ISP's I urge you to switch a.s.a.p.!

    Also, there is a petition on the Nr 10 site to do with Phorm's software: Petition to: Stop ISP's from breaching customers privacy via advertising technologies. | Number10.gov.uk

    Please sign it and ask everybody you know to also sign the petition.

    If you wanted to know more about Phorm and it's nasty software, here's a good place to start: AntiPhorm

  3. #18

    nephilim's Avatar
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    best way to get them to do something is say you are a former NTL/Virgin engineer and got laid off shortly after they merged, and you know what you are talking about so get them to fix it.

    I did it when the flashed my modem and buggered it up. I got them to send a new one, plus refund me 2 months worth of payment because it meant that I had to use my mobile internet for the 3 days I was offline.

  4. #19
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    Try telling then YOUR recording the call for means of legal redress (after all they record you for training purposes) ask all helpdesk staff to state their name and extension number for the purposes of the recording. It's amasing how helpfull they can be

  5. #20

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    My brother has been with them from the start more or less (when they were Telewest). He has only had a few issues with his connection, but even he has said that the level of customer service has gone downhill. I can also confirm this since i have had to deal with Virgin Media who are generally useless. I had an issue with my phone line not being installed when they did my TV and Internet. Now i had to call them from my brothers house. They said I can't call from this Virgin media line as it wasn't my line. But i don't have a line yet. Sorry. They said. They can't help me from this line. But i just want to ask when my will be installed.

    This went around and around for a bit. It was the same with my Internet problem as well. Couldn't phone from my brothers line (i was round his house at the time). Why should the phone you use make a difference to support. Even their online help form is pants now. You cannot reply to a response to a question you sent. So you have to go through the whole process again but thats pointless as they probably won't have the support's response on file no would they?

    Crap CS makes me so angry. O2's was worse though

  6. #21

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    3mb limit? 30mb limit... it's all bad... just get a google mail account, tis free, tis measured in GB. Just setup a forward to the new account, with autoreply saying to them to update address book. Ok so you'll still need to update some manually (forums etc)

  7. #22

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    When it works - its fine - but a you say - support is not great - on the occasions I've needed help - I just keep redialling until I get a Welsh voice - and you know you've been patched through to Tech Support not some call centre - usually they've been most helpful.

  8. #23


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    Just discovered this thread and thought I'd add my experience.

    Absolutely no problems with phone or bb ever since I've been with them, since 2001, when it was NTLworld, until............


    ...........I took out their TV service, as well.

    Now the toerags cut my phone and TV off if I'm so much as half an hour late with the monthly payment.

    Fortunately, they dont have the wit to cut off my broadband as well, so I'm not really bothered about it.

    So while my TV's cut off, I download a few movies from their (fairly excellent and free) newsgroups and catch up on those while I wait for my TV to get put back on.

    I like Virginmeadia, they give me so many laughs, especially talking to their 'Tech Support'.


  9. #24
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    touch wood they've been excellent since i got 50 mb broadband installed, but then again when i rang up i got put through to an indian call centre and said ive got problems with my new 50 meg broadband and they transferred me through to an english call centre because they didnt have 50 meg training or something

  10. #25
    mpe
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    Quote Originally Posted by GrumbleDook View Post
    My favourite has to be when there had been a power cut on the estate and when everything came back on the telephone, tv and broadband didn't. I dutifully rang on my mobile ... passed through to one dept after another as it was not just on product ... and finally came to one poor bloke who said

    "what do you mean? You can't have a problem with your phone, you are talking to me now!"

    I carefully explained that I was on my mobile.
    If they were in India they may not understand what the terms "power cut" and "mobile" mean. Even though any native Brit would know exactly what you were talking about. Maybe you'd need to use Americanizms like "power outage" and "cell phone".

    Maybe they'll eventually realise that they need to fix the UPS in the relevent cabinet.

  11. #26

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    Quote Originally Posted by mpe View Post
    If they were in India they may not understand what the terms "power cut" and "mobile" mean. Even though any native Brit would know exactly what you were talking about. Maybe you'd need to use Americanizms like "power outage" and "cell phone".

    Maybe they'll eventually realise that they need to fix the UPS in the relevent cabinet.
    Nope, this was one of their local centres (Cambridge based IIRC) which has since been moved around.

    If in doubt I do tend to use phrases like "there is no power to my house or to any other houses nearby" or "I am on my mobile telephone, not my normal house telephone or landline".

    Most call centres have translation guides which give you commonly used phrased for particular local areas. This is important when remembering that phrases used by Geordies will differ from Scousers or Brummies, etc. Many outsourced centres specialise in training for this and most people would not realise the difference.

  12. #27
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    Quote Originally Posted by GrumbleDook View Post
    ..most people would not realise the difference
    And the rest are just not as naive?

    You pays peanuts and all that...

  13. #28
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    my solution to getting action from Virgin Media is to shout my head off and threaten to move to Sky if they don't resolve the issue or give me an idea when the issue will be resolved.

    Last time I did it got £25 off my month bill and an upgrade from 2mb > 10mb broadband

    To paraphrase BT: "It's good to shout"

  14. #29

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    Quote Originally Posted by kgcs View Post
    Last time I did it got £25 off my month bill and an upgrade from 2mb > 10mb broadband
    You must have missed the post where Virgin announced that every Virgin customer will be upgraded

  15. #30

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    Quote Originally Posted by matt40k View Post
    You must have missed the post where Virgin announced that every Virgin customer will be upgraded
    and with an increased bill, as far as I can tell. The 2Mbit broadband is going up by £2 per month; at some point soon it will also go to 10Mbit but I'd be quite happy to stay with 2Mbit and not pay the extra money!

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