Sponsored Links

Virgin "service"

Moved to Virgin just over a year ago from BT. Only reason was price - 24.99 down to 14.99. Where I live it's only 512kb so Virgin Broadband Plan 3 was OK.

I'm now in the midst of changing packages from the Broadband Plan 3 to Broadband Bundle 3.

Virgin's order status (order tracking) has been stuck at "line checks" for SIX weeks.

My various e-mails to Virgin broadband support have been a waste of time as their standard reply gives no information (apart from "it's BT's fault "), and phone Customer Support for more information.

I've called Customer Support twice. The first time the guy gave me BTs Customer Support phone number which I called, only as I expected to be told phone Virgin as they can contact BT Wholesale. Then phoned Virgin's Customer Support again.

They told me to call Technical Support (25p per minute). Technical Support talked, could not give me a reason for the delay, said they would investigate and call back with an update, but didn't.

Virgin Broadband Support a waste of time, Virgin Customer Support a waste of time and money, and Virgin Technical Support a waste of time and more money.

The real irony is that Broadband itself is OK - not ultra fast, but works consistantly well.

As soon as any "human" gets in the way - disaster.

Rannoch
 
It may sound ironic, but I found virgin to have one of the best support services in their mobile arm of Virgin. Any company which can send me a replacement phone the day after I call them (e.g. SUNDAY delivery), can NOT be called bad.

I dont think support would be so erratic within the virgin business, thus the way broadband ordering is structured is the problem.

I had a perfect experience connecting to ukonline ISP. I recommended it to others, and they checked, and were able to get onto their LLU product. After 6 weeks or odering, they were still not connected, one person I know, was not connected for 4 weeks, and so asked to be disconnected from the service (not that there was any!). Well, it so happens a few days after requesting this, the internet connection started working, and then it abruptly stopped. Why?
Because he had been disconnected, as he'd asked!!!
But he only wanted to be disconnected, because he was getting no service!
However they still carried out his request when the connection was working, so how can the ISP not know if their serivce is working or not:confused:

There is really bad mis-communication in setting up communication products between the various depts that handle stages of setting up the connection. This needs to be sorted.
 
Well, this take the proverbial.

Having spend ages contacting Virgin Net customer support, broadband support, and technical support I contacted them via their chat facility.

The most helpful guy so far, but ...

My records state that "they (Virgin) can do nothing to speed up the process".
When the guy went to their provisioning department to find out more and actually ask them to contact BT Wholesale he was informed that the "they can do nothing to speed up the process" note was because I was moving to the Bundle package, and Bundle packages are dealt with by Head Office, and that they (Virgin) cannot contact Head Office (Virgin).
They gave me the Head Office address, but no e-mail nor telephone number.

Darkspark mentioned communications was an issue with ISPs, but this is absolute nonsense.

Now it would appear I will need to contact Virgin Net Ltd, and that will be to their MD who no doubt will be on holiday until the New Year.

I wish there was something better, and I would tell them to stick it.

Rannoch
 
Sponsored Links
What weird messing about.

You're only changing from their adsl plan to their bundled plan

ie adding in the phone service so why is nobody noticing that it has
sfa to do with adsl ordering of any kind.

Only thing to do really is call their customer services and ask
why they're taking so long to get you set up to have your
phone calls carried by them
 
The process appears to be the problem. Even though I have broadband with Virgin, the line check for broadband speed must be completed sucessfully before the next stage which is a line check for the Virgin Talk service can take place, which must be completed sucessfully before the Talk service can be activated.

Anyway, contacted Customer Services on Friday, and they directed me to Registration. That's now full cirle.

Contacted Registration, the Asian lady who answered was completely confused, and when I asked to speak to her manager said she would have her supervisor call me back. I said I would hold on as no-one would phone back. She wouldn't entertain that, insisting that someone would phone back - surprise surprise no-one phoned back.

Four hours later I phoned Registration again. Confusion reigns, and again told the supervisor would find out what was going on, and phone back.

This time a supervisor did phone back, and has referred the order to the "off-line team" which I think is BT. I will be called back when she has any further information.

My expectations are low, and patience gone.

Rannoch
 
Top
Cheap BIG ISPs for 100Mbps+
Community Fibre UK ISP Logo
150Mbps
Gift: None
Virgin Media UK ISP Logo
Virgin Media £22.99
132Mbps
Gift: None
Vodafone UK ISP Logo
Vodafone £24.00 - 26.00
150Mbps
Gift: None
NOW UK ISP Logo
NOW £24.00
100Mbps
Gift: None
Plusnet UK ISP Logo
Plusnet £25.99
145Mbps
Gift: £50 Reward Card
Large Availability | View All
Cheapest ISPs for 100Mbps+
Gigaclear UK ISP Logo
Gigaclear £17.00
200Mbps
Gift: None
Community Fibre UK ISP Logo
150Mbps
Gift: None
Virgin Media UK ISP Logo
Virgin Media £22.99
132Mbps
Gift: None
Hey! Broadband UK ISP Logo
150Mbps
Gift: None
Youfibre UK ISP Logo
Youfibre £23.99
150Mbps
Gift: None
Large Availability | View All
Sponsored Links
The Top 15 Category Tags
  1. FTTP (6026)
  2. BT (3639)
  3. Politics (2721)
  4. Business (2439)
  5. Openreach (2405)
  6. Building Digital UK (2330)
  7. Mobile Broadband (2146)
  8. FTTC (2083)
  9. Statistics (1901)
  10. 4G (1816)
  11. Virgin Media (1764)
  12. Ofcom Regulation (1582)
  13. Fibre Optic (1467)
  14. Wireless Internet (1462)
  15. 5G (1407)
Sponsored

Copyright © 1999 to Present - ISPreview.co.uk - All Rights Reserved - Terms  ,  Privacy and Cookie Policy  ,  Links  ,  Website Rules