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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

Or are Virgin Media totally crap

26 replies

alwaysthepessimist · 18/09/2017 10:19

Just that really - they are a bloody nightmare, customer service staff promise call backs but it never happens, looks like I will end up going to CICAS to sort my issues out because I can't see how else I can get a resolution - they are shite and the hold music is fecking appalling!!!

Does anyone ever get anything sorted out with them?

OP posts:

Crumbelina · 18/09/2017 10:25

Oh God, they're awful!! We had their broadband years ago and it was an absolute disaster. Have been with Plusnet now who are amazing and I'll never switch. They could charge me double and I wouldn't bat an eyelid.

Virgin still send me soooo much marketing in the post - it's absolutely relentless. Obviously it goes straight in the recycling. I'd call up and ask them to stop but I'm sure it would take me half an hour to get through and my request would be overlooked/ignored.

Crumbelina · 18/09/2017 10:25

*Have been with Plusnet now for 8 years.

GreyHare · 18/09/2017 10:42

I had issues with them years and years ago, I was trying to get cable installed but there were many many complications to numerous to mention but they promised numerous call backs but never actually phoned me and that was because they were phoning me on the number they had created for me but hadn't actually installed, it is now laughable but at the time infuriating,.

BeyondThePage · 18/09/2017 10:47

We love them - but we are in an area that was originally flood-cabled for telewest - and DECENT infrastructure was put in. Super fast broadband with maybe one outage a year for upgrade. Stunning service!

Daydreamerbynight · 18/09/2017 10:55

Utterly horrific customer service and provision. So bad it's outrageous. Run away.

Groovee · 18/09/2017 11:03

We have had very few problems with Virgin. Our hub broke down on Wednesday. 8pm they said they would come between 8-12pm next day. Text at 7.30am to confirm, engineer phoned at 7.45am to say he would be 30 minutes. He arrived at 8.05am. New hub installed and working by 8.30am.

user1499786242 · 18/09/2017 11:04

Virgin are shocking! Moving house and can't wait to go with someone else tbh!

sashh · 18/09/2017 11:06

They are crap

limitedperiodonly · 18/09/2017 11:20

Three times this year I've had to fend off Virgin Media engineers trying to lay cable for my neighbours on my property. It's an odd layout and apparently it's the only way it can be done. I've never had notification, they just arrive and spark up the pneumatic drill and argue when I tell them to leave.

I've refused because it's of no benefit to me and I can foresee a lot of problems with endless access and disruption. It's like the rule with vampires - never invite them over the threshold. Each time the engineers have been shockingly rude. The last time one of them refused to stop drilling until I threatened to call the police and then he laughed and called me a 'fucking loon'.

I've spoken to their head office who make all the right soothing noises. There is a stop notice put on the address but I don't hold out a lot of hope because it seems their sales team keep overriding it.

The neighbours are tenants - two different sets. It's not their fault, their landlord should sort it but he wants his tenants to pay to install for it and for me to put up with maintenance while he reaps the rewards.

Though I acknowledge it's not strictly fault of the tenants, the current ones think I'm a horrible cow and now ignore me in the street. I don't care. They could get it through BT without involving me, but presumably Virgin Media is cheaper and they think I'm a big meanie and should just put up with it for their convenience.

PoppyPopcorn · 18/09/2017 11:21

We've been with them a year and are very happy with the service.

Ellendegeneres · 18/09/2017 11:28

I'm not a fan. Been with them for years and years, rang last week to see what they can do to reduce my bill and they said 'nothing'. Explained dp gets a better deal than me their response was 'new customers get the deals. We won't do anything to improve your deal, if you don't like it, leave.' So I am 🙄 Assholes

Hoppinggreen · 18/09/2017 11:30

Oh God, don't get me started!!!

CaptainHammer · 18/09/2017 11:32

Sounds like I've been lucky, they've always been good if we've had any issues.

overnightangel · 18/09/2017 11:34

Arranged for them to come and sort my broadband and TV, postcode entered on website, appointment booked.
Day came, waited in, no show, rang up and they said they hadn't put the cables in my area yet
So went with Sky instead.
6 months later, Virgin installed the cables , put back a load of paving stones they'd crack and generally left the area as a shit til, knackered pavements etc, same story all over the town I live in, they had to come out and replace miles of pavements at great expense due to the cowboy standard and attitude of their workmen.
Wouldn't touch Virgin with a bargepole

OhThisbloodyComputer · 18/09/2017 11:34

Horrible company.

Everyone, from the cable installer to the call centre employee, is churlish and unwilling to put themselves out for you. You're not a customer to them, you're a pest who has to be dealt with as soon as possible if they are to meet the performance target. So they'll say anything just to get rid of you.

gamerchick · 18/09/2017 11:37

Been with them since telewest days far back as I care to remember. They called me recently and asked if I wanted to upgrade for a starting price of just a few quid increase. I repeatedly told her that I just want consistant service and not have the internet drop out every single fucking night.

Eventually she cut me off and I was polite but firm. They're just not interested.

EamonnWright · 18/09/2017 11:37

I've never had a problem with their service in all the years but the fuckers keep putting their prices up.

£3.99 last week for whatever reason.

mtpaektu · 18/09/2017 11:39

This reply has been deleted

Message withdrawn at poster's request.

Blink1982 · 18/09/2017 11:40

They are alright until you have a problem and have to call them. Then they are crap. The engineer guy who came to fix mine was so embaressed of the call centres, he said that all the workers end up getting the flack from customers because of how crap the call centres are.

AngelsSins · 18/09/2017 12:11

Awful company, I signed up to phone, broadband and TVs with them a few years back. All three services would go down for hours at a time every single day because they were apparently doing work in the area. This went on for at least a couple of years and the only compensation I got was £10! When I moved house I told them I was cancelling and they tried to charge me for leaving, even though I was way past the initial 12 month contract. I lost my shit with them at that point!

CigarsofthePharoahs · 18/09/2017 12:17

Well we've not had any problems with getting help if something goes wrong.
However, we have got rather fed up with the marketing people who keep phoning us up asking us if we want more things from them when we've repeatedly told them we don't and we've also repeatedly told them to stop calling!

CaptainHammer · 18/09/2017 13:47

ellen That's ridiculous of them! I phoned and they reduced my bill without much of an argument, maybe it depends who you talk to?!

eamonn give them a ring and hopefully you'll get through to someone nice like I did and they'll reduce it for you.

MrsJamesAspey · 18/09/2017 13:53

'm not a fan. Been with them for years and years, rang last week to see what they can do to reduce my bill and they said 'nothing'. Explained dp gets a better deal than me their response was 'new customers get the deals. We won't do anything to improve your deal, if you don't like it, leave.' So I am 🙄 Asshole

I had exactly the same repeatedly asked them for ways to reduce the bill but they kept saying no. Left and got sky broadband only, and we use Netflix and now tv and I now get shit through from virgin every 2 weeks, they're currently offering a 47" smart tv and lower prices I know if I went back they'd soon put the price up again. Wankers

CotswoldStrife · 18/09/2017 13:57

Agree that the call centres are crap. We need to ring but can't face it after last week, our TV has some channels missing after an upgrade. They booked an engineer and then cancelled it!

We are now looking at other TV providers and will probably go with Freesat and Freeview as we don't watch the TV enough to justify their rates. And I don't have to deal with the customer service. I had one of their mobile phone SIMS for a total of around 10 days and for most of that time it was out of service, I was in tears down the phone as I'm an emergency contact for an elderly relative.

Avoid.

TheWickerWoman · 18/09/2017 14:16

Still waiting for my third promise of a call back from early July.

Appalling customer service. We are changing and never going back.

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