Virgin Support Sucks

[Chippiewill]

Around midnight last night the internet went down, just came up. On the virgin service automated bit it said that our area had problems and then when we asked the support they said that it doesn't count for our little bit and now they're sending a technician on Monday. Interestingly our internet just started working again. Basically they're now sending a technician for no reason because some person doesn't realise that that if someone is in an affected services area that they will have affected services. I also had to go through the pains of turning the modem on and off a few hundred times as they passed us around all their different departments even though being the tech savvy person in the family I had already done that. It's almost as bad as what I had to go through with Dell :rolleyes:.

Also we had problems with the on demand on the TV box the other week, asked for it to be replaced, it fixed itself, cancelled the appointment and at the same time they managed to cancel the appointment for our 50mbit upgrade without asking. It's a 'feature' I presume of their customer service. So now we have to rebook that and wait even longer for the upgrade.

[myke]

Never had any problems with support for me, in fact, they can never do enough for us which is great :o

Shame you have bad experiences with them!

[Chippiewill]

Shame you have bad experiences with them!
Still no where near as BT were, it took 6 different calls and several days for them to admit even after we had asked that they had network problems.

Internet is still going off and on :(

[N!ck]

Tell me about it. When mine broke I knew exactly what the problem was and they wouldn't believe me. Had me turning things off and on again, called me a liar, hung up on me several times and amassed £30 on my phone bill. Eventually I could get an English person on the phone (try calling in the morning) that I convinced there was nothing wrong with my setup and it was a problem on their end and he went and check and it turned out to be a known fault in the area :S. Try asking for a higher level tech support person too. They're still monkeys following a set algorithm, but not quite as bad.

[Jordy]

Tell me about it. When mine broke I knew exactly what the problem was and they wouldn't believe me. Had me turning things off and on again, called me a liar, hung up on me several times and amassed £30 on my phone bill. Eventually I could get an English person on the phone (try calling in the morning) that I convinced there was nothing wrong with my setup and it was a problem on their end and he went and check and it turned out to be a known fault in the area :S. Try asking for a higher level tech support person too. They're still monkeys following a set algorithm, but not quite as bad.Almost identical story here, it was 3 weeks of hell and a constant battle with Virgin Media.

Thankfully Virgin Media rarely goes wrong for me and they generally offer decent speeds and packages but when things do mess up you cannot rely on the support at all. Quite a lot of people seem to say this tbh.

[xxMATTGxx]

Technical Problems seem to be handed more better compared to what you have on the phone on their forums at: http://community.virginmedia.com/. Although you do have to wait a couple of days for a reply depending how busy they are. Their services are great and hardly have any problems (with mine anyway), just seems when there is a problem the support kinda sucks if you don't get the correct replies from them.

[Chippiewill]

Technical Problems seem to be handed more better compared to what you have on the phone on their forums at: http://community.virginmedia.com/. Although you do have to wait a couple of days for a reply depending how busy they are. Their services are great and hardly have any problems (with mine anyway), just seems when there is a problem the support kinda sucks if you don't get the correct replies from them.This is the first major problem I've ever had with them, but having a website isn't very useful when the internet isn't working really :/

[Stephen!]

This is the first major problem I've ever had with them, but having a website isn't very useful when the internet isn't working really :/

You're on here :P

[Chippiewill]

Now the internet connection drops every five minutes or so because they keep restarting their nearby switches or something.

[Robbie]

When we moved into a non-cable area we still had some time remaining on our contract because we'd recently upgraded. They wanted something like a £240 disconnection and modem fee which in all honesty we should've paid, but I sent an email to the "CEO" (his email address is probably manned by some monkeys in his office) explaining the situation (we'd been told we were in a cable area and when the engineers turned up they said we weren't) and 2 hours later I had an email back saying the £240 balance has been removed and no further payment will be needed.

Albeit that's not their technical support, but still very good.