Virgin Media

[public school boy]

Have any of you had any Bad experiences with this organisation?

 

[sten_super]

Hahaha. You may have less responses if you ask if anyone hasn't had bad experiences with them.

 

[Hiney]

10 pages

 

[murphy's law]

Sky plus is better, much faster system. Had lots of problems with sky sports news. If their your only option they're not bad.

 

[severnside gull]

Can't wait until January when my Virgin contract is up and I can dump them but do I go back to (overpriced) Sky or switch to BT for my TV/telephone/broadband package?

 

[sam86]

Have used them for 2 years in my new place where I couldn't get Sky. Have had zero problems.

 

[MattBackHome]

Never had a problem with Virgin Media - and pleased with the price I'm paying as well.

 

[Surrey Seagull]

Just a few problems recently with my TV service. Very hit and miss whether I can actually get through to a VM rep in the 1st place on the phone with the random phone disconnections (about 1 in 3 times). The last time I needed them, I had to phone several times as my problem was re-accuring and the random phone disconnections. The chap on the other end of the line was very upset with me as I had the audacity to call them more than once that day and had to ask permission from his supervisor if it was ok to help me. It actually took him longer to ask his supervisor (a good 10-15 minutes) than it did to try to help me but he couldn't.
Quick word of advice, if you have any problems with Virgin Media try using their forums instead. I find the help and advice there much better.
I remember the days when the cable services had engineers manning the phone lines, sadly those days are long gone.

 

[FlownWest]

Currently am going through a complete mess with them.

I live in a flat in a house partitioned into 3 flats, when I moved in they wouldn't accept my flat number and just registered the house number. 3 months down the line and flats above and below sign up with VM... without any contact with me they disconnect my services. I call up and they claim I'm registered as flat 1 (my bills and letters do not mention this at all) and claim they are sorting it out under my correct flat number.

This is all fair enough, its an unfortunate cockup. My problem with them is that their customer service is an absolute joke. I've called them over 3 times now over the space of 2 weeks, and every time they give you this empty promise that something will be done in 48 hours. Nothing has been sorted except I've been given a new 'welcome pack' and customer reference number. The lack of urgency to deal with their mistake when I'm now half a month with no services that I am supposedly paying for is a disgrace.

I want to dump them and join Sky or someone but it isn't really viable when the property doesn't have a regular phone line and I'm moving out in 3 months anyway.

In short, yes their internet connection is usually great and the TV service isn't far off Sky's, their customer support when something goes wrong is shocking.

 

[Chicken Run]

Have up until recently been a customer since the Nynex/NTL days and no major probs, however I have recently moved to an area that doesnt have virgin media so have ordered Sky HD+, additional box with all entertainment packs as well as all sports packs (no movies) , 20 meg BBand and free eve and weekend phone calls, no installation or up front costs, at £13 cheaper than what I was paying with Virgin for the VIP Pack, so far the process has been seamless, I even received my £50 M and S vouchers yesterday some 2 weeks before my TV installation, so fingers crossed all is going well!!

 

[public school boy]

Have spent days trying to get them to sort out a problem with our phones but as you might have all ready guessed, they are totally disinterested.

 

[HampshireSeagulls]

No problems at all, dumped BT/Sky to move to them.

I miss Fox News though......the unbalanced (literally!) reporting was superb.

 

[brakespear]

no problems at all, nice, fast broadband and two free speed upgrades so far, basic TV package could be a little better I guess.

 

[Gwylan]

Had them for five years (when they were NTL). No real problems - if there's a technical hitch, their support team is very responsive and it's sorted very quickly. Very happy with them.

 

[sten_super]

Had them for five years (when they were NTL). No real problems - if there's a technical hitch, their support team is very responsive and it's sorted very quickly. Very happy with them.

I'm amazed. Whenever I had any kind of problems they were beyond unhelpful (and that was only once I'd waited on hold for 40 minutes to actually talk to anyone). Lots of broken promises with regards to fixing things.

And that's without even mentioning the problems experienced when trying to cancel. The first time (back in the NTL days) they had set up a direct debit on the mrs' account without permission and continued to charge it after cancellation, and when I cancelled an account a couple of years later (as Virgin this time) I was subsequently sent a letter from a debt collection agency for £0.01 because VM had told me the wrong amount when I rang up to pay the final fee due.

 

[Jam The Man]

During October I will be canx my contract 6 months early and am expecting no end of crap having read through some threads on other forums. I expect to be charged about £180... apparently their Customer Service is shocking and the only way to get a result is to write to them direct.

 

[KNC]

Been with them probably 5 years. Hardly any prroblems.

 

[Gwylan]

I'm amazed. Whenever I had any kind of problems they were beyond unhelpful (and that was only once I'd waited on hold for 40 minutes to actually talk to anyone). Lots of broken promises with regards to fixing things.

And that's without even mentioning the problems experienced when trying to cancel. The first time (back in the NTL days) they had set up a direct debit on the mrs' account without permission and continued to charge it after cancellation, and when I cancelled an account a couple of years later (as Virgin this time) I was subsequently sent a letter from a debt collection agency for £0.01 because VM had told me the wrong amount when I rang up to pay the final fee due.

Not been my experience at all. Generally get through after a couple of minutes and things are generally sorted straight away. I moved from BT whose customer service was absolutely shocking - I once waited nearly an hour for a call to be answered - Virgin is like a breath of fresh air after no end of problems with BT.

Virgin's billing is a bit awry. I got billed twice in my first month with them but that was quickly sorted.

 

[Chicken Run]

During October I will be canx my contract 6 months early and am expecting no end of crap having read through some threads on other forums. I expect to be charged about £180... apparently their Customer Service is shocking and the only way to get a result is to write to them direct.

I have recently canx my contract with them early, they sent me a prepaid box that you put the set tops, remotes and leads in and drop off to the post office, charged me £30 pounds early disconnection fee which was cheaper than running out the month and three days into my new flat sent me a credit note to the value of £85!

 

[sten_super]

Not been my experience at all. Generally get through after a couple of minutes and things are generally sorted straight away. I moved from BT whose customer service was absolutely shocking - I once waited nearly an hour for a call to be answered - Virgin is like a breath of fresh air after no end of problems with BT.

Virgin's billing is a bit awry. I got billed twice in my first month with them but that was quickly sorted.

I suppose it just shows how much of it is luck of the draw. I am with BT and have had absolutely no problems with them, they have answered phones relatively quickly and have been able to sort out my problems speedily and efficiently.