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AIBU?

to find virgin media custtomer support no support at all.

7 replies

fullofregrets · 14/02/2012 17:14

Internet won't work. I suspect it is the router as laptop will work connected to modem but wireless keeps disconnecting. We have had many problems with the internet which was caused from virgin media's end. It is always very painful to try and sort out on account of the fact they can't understand me, I cant understand them and they only have a script to follow. So I am paying a fortune to have no idea what they are telling me to do.

Anyway thought I'd just ring and check the problem was our end with the router and not their end before buying with a new router. Twenty minutes later and I still have no idea but apparently all will be well if I upgrade my internet speed and pay 75 pounds for a new router. I think.

Gah!

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fullofregrets · 14/02/2012 17:15

Thank you phone for not correcting custtomer to customer. This is why I need my laptop not my phone!

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NoOnesGoingToEatYourEyes · 14/02/2012 17:32

We have Virgin Media and had this problem.

It was DH that phoned up to complain, so I can't properly tell you how to do this, but he was told that the internet is broadcast on different channels and they talked him through how to change the laptops to work on the most effective one.

We haven't had a problem since then and haven't had to pay for new routers etc.

Don't do whatever it is they said to do with the upgrade just yet.

Call them back and ask to speak to someone else who can talk you through this, because if it is the same problem we had they can help you without charging you all that money for a router and upgrade.

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MrsGnits · 14/02/2012 17:33

Ring back and ask to be put through to the cancellation department. They won't want to loose your business. If Virgin are anything like the telecommunications company I used to work for those in the cancellation department own a bonus if they retain your custom. They will want to help you.

How many years have you been with them?

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fullofregrets · 14/02/2012 17:37

Thanks for that advice noones
It just keeps saying signal strength excellent and then disconnecting despite showing signal strength as still excellent. I am hopeless with this sort of thing!

We have been with them six years mrsG and have threatened to leave previously.

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NoOnesGoingToEatYourEyes · 14/02/2012 18:01

That sounds just like the problem we had.

I hope you get it sorted out. I agree with threatening to cancel if they can't sort it out for you.

You'd have to be mad to pay for upgraded items when they can't even provide you with the service you are paying for at this level.

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keepingupwiththejoneses · 14/02/2012 18:18

I have found if you call out of office hours you get through to the english call centre and they don't read from the script, they do have a process to go through but are much more accommodating. Try ringing tonight or first thing.