By Will Sturgeon, 23 March 2007 15:35
NEWS
Virgin Media has responded to the barrage of customer complaints it has received in recent weeks, claiming its performance has not been aided by its recent wrangling with BSkyB.
Readers of silicon.com have been posting angry feedback on a recent article about Virgin Media's customer service strategy, criticising the cable broadband giant for everything from poor up-time of its internet service to unacceptable levels of customer service and long helpline wait times.
Nicola from London was typical of many readers. She wrote: "I have been trying to contact Virgin Customer Service team for over a week. Phones are not answered and emails are not responded to, except to send an automated response. Telewest at least picked up their phone! I can't wait to cancel my Virgin service. I am outraged by their lack of customer care."
Stephen from Hampshire wrote: "I'm disgusted with Virgin and I think I'm going to make it my duty to let everyone know how poor the service is. This is completely unacceptable."
silicon.com presented a catalogue of complaints to Virgin Media and asked for a response to readers' concerns.
Neil Berkett, chief operating officer of Virgin Media, blamed the problems on its recent spat with Sky.
"We are currently receiving a high number of queries, following Sky's recent decision to withdraw a small number of channels from our TV service. We would like to sincerely apologise to anyone who has had to wait a long time to speak to us recently. We are working very hard to answer the queries as quickly as possible."
While that might explain lengthy wait times it doesn't answer some concerns, such as those expressed by Mary from Dagenham.
She wrote: "Since Virgin Media took over my home phone it is almost not working and it is taking six days for an engineer to come out to fix it even though I am disabled."
Caroline from Hersham was another angry reader whose actions may rub salt in Virgin's recent wounds.
She wrote: "We have taken the decision to move to Sky - much against our wishes. We agreed with Richard Branson over his stand with Sky but feel Virgin's customer services let them down badly - especially when they refuse to speak to you."
Gary from Reading said he too is making the switch to rival Sky: "The [Virgin Media] staff have a bad attitude and I still have to hold for 20 minutes to speak to someone. I would wholeheartedly recommend Sky to anyone and I have never been a customer of theirs. It's just they can't be as bad as Virgin."
A spokesman for Virgin Media told silicon.com: "We know this isn't good enough and we're doing everything we can to return things to normal."
Comments
There are 27 comments. Join the discussion
1. Paul Challis
I've been with NTL:Telewest/Virgin Media for nearly 7 years. In the begining they had a few issues with their broadband offering, but in the last 5 years it's been fantastic. I telework from home, and use my 10Mbit broadband service constantly during the day, and often in the evenings, with no Broadband issues whatsoever. I've not had to call Virgin customer services yet, but never had any problems getting hold of NTL in the past. Unfortunately the situation with SkyB has just given everyone an excuse to blame Virgin/NTL for a problem which I believe all large companies suffer from, poor or lacking customer service. Even though we've lost the Sky channels, I won't be changing to SkyB, one reason is cable broadband, and the other is there's more to life than watching TV!!
2. Guy
My Virgin set top box went down on Tuesday, probably due to the ntl to Virgn menu upgrade they are currently running out in this area. So no TV
My call to customer services was actually relatively quick, far quicker that previously. However the soonest they can get an engineer out to me it Monday!! Six days with no service!!!!
I would like some one to come arround and explain to my screaming 3 yearold why she can't watch Playhouse Disney.
I moan about Dell but they get engineers onsite with 24 hrs for our PCs and 8hrs for our servers and spares in just as quick.
3. Keith Yorkston
The sevice is geting worse, they have less channels AND since the take over recently, my bill has gone up £4!! Taking more and delivering less - starting to sound like a train company now!! Don't tell me - "A responsibility to the shareholders..."
4. anonymous
Having had both Virgin ADSL and Telewest cable, I can tell you that Virgin's CRM problems have been inherited from TW. Virgin ADSL's customer support was very good and TW has always been awful, especially their billing dept. I've found reliability to be very good with both services.
It will take Virgin a long time to sort out the CRM issues with TW and NTL. In the meantime customers should use the problems as leverage to get a good discount.
5. Mark Hodgson
I'm a Virgin customer (10MB Broadband, 2 phone links, 2 TV links). The TV image deteriorates slightly sometimes on some channels but all the other connections work very well and have done for the last 6 years. I work from home using broadband constantly. When I have called Virgin I have got through to the help line relatively quickly, perhaps there are local variations in their response times.
6. Bryan Smith
I've been an NTL customer for many years and my main grouch is with Sky for the recent appalling money grabbing behaviour it has recently displayed.
In my experience I can honestly say though that the transfer to Virgin Media has been a good one, all queries answered promptly, the support desk even calling back when requested. I have found the staff courteous and helpful.
Maybe I'm just lucky!
7. anonymous
I have been a telewest customer for years. I find the call out of 6 days for repairs is too long. If you’re with sky for a period of time (14 months I think) and your dish brakes you’re paying the price to fix it. I have heard lots of stories about engineers having a 14 visits a day target, which is too many and makes the engineers rush the job.
The recent discounts that you can receive buy phoning up and telling them your going to leave, seems to be the way that all the big telecoms/mobile companies are going.
8. anonymous
I have been a NTL customer for the past 7 seven years, I had an occasion last week to ring Virgin’s customer services dept. I called on a free telephone number and was speaking with an agent within 5 minutes – a refreshing change from the bad old days of 60+ minutes waiting in a queue or the automated disconnection from their end. Not only did I speak to a very capable woman who addressed my issue of getting a price reduction in the light of the Sky proposition, I am now receiving 2Mb broadband, telephone and the XL TV package for £30 a month as opposed the previous £50 a month – it’s good to speak! When it’s working, which is almost always I receive a great service. PS I hate the new EPG.
9. Mathew
I emailed Virgin to complain about the lack of Jack Bauer on my television and heard nothing for about 3 weeks, then a lady did call me from Virgin, but told me that since the BB/cable account was in my partner's name, she couldn't help me with anything (which was laughable - she really shouldn't have bothered). i have a Virgin phone which she called me on, so they must "know" me, so it's not really quad play is it? just a bunch of companies operating individually (and badly i might add).
10. David Caddick
Virgin's customer support is dreadful.
I ordered the VIP package in February and the Scheduled Date for the install was 16th March. The Engineer only arrived with the V+ boy and not the the Set-top-box for multi room. I contacted customer relations after about 30 min wait I was promised that the box would be delivered on 19th March. Somehow they lost this information and say the earliest they can turn up is 24th April. This is totally unacceptable. But they don't care. Anyway the Engineer did not connect the V+ box and could not get a signal until a faults engineer turned up on the 20th. I have had no response to a letter I wrote early last Tuesday 20th March.
11. Bob Nicholas
My advice to all those Virgin customers....DON'T expect Sky to be any different. My experience is that they are really efficient as soon as you want to become a new subscriber or want to upgrade. Their customer service is also lacking. I was once told that if I didn't like the situation I should contact my MP.
12. Tim Want
having been a cable customer since C&W first brought cable to Shepperton, I have remained a customer through all the changes (NTL, NTL&Telewest, VirginMmedia). The service I have received has always been good until the recent change to VM. Admittedly they must be very busy with the Sky spat, but having complained bitterly about a proposed wait of 4days ro resolve a broadband/TV outage I was understandably well miffed!
Fortunately the problem was fixed their end early, but I was not informed that the engineer's visit had been cancelleddue to this. But through this when I got through to customer services (maximum wait was 10 mins) I was given an update on the situation each time).
After this problem I found their customer service team to be very helpful and understanding and was given a #10 monthly discount for 6 months for the trouble. Good deal. Then I was offered a V+ box installed with my existing digibox resited in my house for #5 per month!
I object strongly to being dictated to by the likes of Sky as to who I should get my TV service from. There are enough crap channels on cable why would I want more from Sky? Also they want me to get BT back which I do not want. The overhead lines have been there for at least 25 years and they expect me to have my broadband coming through them? When I went to cable the signal was terrible, espwcially when the wind was blowing and the strlings were about in numbers perching on the lines!
13. Rchard Sarson
For me,TW service has been great. And the broadband speed. And the price has been OK. So stop moaning, and pray it doesn't get worse. That's what I did after the NTL merger, and so far my prayers have been answered. If it now gets worse, beard the bearded one.
14. Carl Young
I, too, am disappointed with the Sky-Virgin spat and I hope they get it sorted soon. Looking at what else Sky is messing about at, I would actually side with Virgin on this for now [though I am naturally disappointed with no Battlestar Galactica]. I will stay with Virgin and hope for the best.
I had occasion to call Virgin customer services this morning. I got through after a few minutes [on freephone] and talked to a delightful, helpful, young lady who sorted my problems and requested changes with no hassle.
I have had relatively few problems with my Broadband - certainly fewer than when I was an BT ADSL user - and I appreciate outages will occur occasionally.
Maybe I just don't get outraged enough. Should I go for outrage counselling?
15. Patrick Walker
I have only been a NTL/Virgin customer since January. I have just contacted them the increase my package of services from them. Not only did I have no problems at all getting through to them, but I also received excellent service and information, and have an appointment date for the new service installation next week ---- I most certainly am not complaining about these folk at Virgin Media -- they have looked after me very well indeed
16. Ian Burley
Am I really the sole exception? Our Virgin broadband hasn't missed a beat, we find ourselves not missing Sky One, the VOD service seems to work well now, and our experience in contacting customer services about moving one of our home lines (to new business premises) was not problematical at all? Sorry Sky, but we won't be tricked into abandoning Virgin quite so easily.
17. anonymous
I have also been with Telewest/Blueyonder for some years now.
I upgraded to digital at the time of the takeover when talks were already underway with Sky. I therefore asked particularly if Sky One would be dropped and Virgin's sales rep assured me that it would not. A week later it was gone without notification or information. When calling their helpline I got referred to another number which was busy (of course).
I also upgraded to 10Mb broadband, and soon found this to be slower than 2 Mb on Sundays. When I reported this, including my postcode, to ask whether there was a problem in my area with resources, I was told they could not deal with my query as I had not give a login (cable connection don't have logins). The Sunday slow connection continues, with pings well over 100ms to BBC, and now they inform us they will be upgrading to 20MB in May...
1. Virgin - could you please get your 10MB service sorted before worrying about 20!
2. Sort out a deal with Sky - if only a resell deal which we know they offered. Their channels are all premium content rather than the 20 year old reruns on the other channels on offer.
If things don't improve I may go terrestrial again..
18. Anton Robinson
I've had SKY in the past but have been with NTL/Virgin for many years now and would never go back. Despite others telling me the customer service at NTL/Virgin is awful I have never had a complaint with them. So I may have had to listen to their music on hold for a bit, I can live with that, it's not as if any other company I have to deal with is any different. At least whenever I have needed to deal with them I have got through to a UK call centre who has sorted my problem promptly. I have also found their broadband service to be one of the most reliable available. I think people just seem to like to knock NTL as they don't have anything better to do. As for loosing Sky One and Sky Travel, well I now have Virgin Central where I can select what and when I want to watch. I think those who do switch to SKY will soon realise what excellent value NTL/Virgin are.
19. Derek White
Having been a cable user paying for NTL's top broadband package for several years, I have now reluctantly signed up with BE Unlimited.
The NTL broadband connection is slower than 2Mb and since the Virgin merger it disconnects so regularly that online gaming is almost impossible.
Customer services show no real interest and deny that the problem is widespread yet they are virtually a laughing stock in the World of Warcraft gaming community where disconnecting mid game is becoming known as "doing an NTL".
20. anonymous
When Virgin lost the Sky Channels I was thinking that Branson was probably thinking that he could call on his 'friends' to force and immediate restoration - but forgot in his haste that Sky/Murdoch have the same 'friends' with at least equal pull. The 'friends' have noticable kept their heads below the parapet during this spat.
21. anonymous
For anyone thinking of moving to Sky, you're jumping out of the frying pan here. Skys service is actually far far worse. I have just switched back to Virgin from Sky having been an NTL customer in the past also. You'll find all the annoying issues such as 40 minute wait times for calls, no ownership for faults, failure to turn up, ridiculous charges, poor quality installation work, plus the need to have a phone socket in every room.
At least the Virgin people are polite and they will get there.
22. John Hanton
As far as I am concerned VM have done the right thing with regards to Sky's price doubling. Sky demanded price reductions on VM channels such as Living TV and then demanded double for Sky One, Sky News and Sky Sports News. If that isn't TV piracy I don't know what is.
In fact when I rang VM customer service to query something on my online bill I got through pretty quickly and came away with a better package for less money.
23. Nick D
Sky are just as bad! I spent nearly 3 hours trying to get my sky tv fixed at a phone bill cost of over £15.00.
Yet when I stopped the direct debit & left I was deluged by calls from the accounts & then sales people trying to sell me sky...cont'd p96
DON'T DO IT. Give Virgin a chance!
24. anonymous
My nightmare with NTHell / VM started on 06/06/06 - I should have realised it was an omen! The engineer (after much faffing about) managed to drop his hammer which bounced off his ladder and through my kitchen window - on us both surveying the damage and his hammer on my kitchen work surface surrounded by broken glass, he said "Is that your hammer?"
When trying to sort out the problem the area manager was not much help either - mainly sticking to "Well, we're not glazers, you know" (Duh!) and then complaining at the cost of fixing the window, suggesting I pay for it and then (after several more hours) returning with a company credit card (which he claimed didn't exist) to sort out the bill. So an entire day off work for me, rather than four hours.
They then went on to screw up the billing so badly that further to numerous phone calls and letters, I eventually received £100 in compensation. Nice, I thought.
They unilaterally stopped our direct debit and failed to reset it or inform us that we should do this when the £100 compensation credit had been used up and then proceeded to charge us £4 per month for not paying with DD.
Our bills are still being calculated incorrectly - in over nine months, only two bills have been correct.
Their customer service sucks. The number of calls that end in being accidentally disconnected is ridiculous.
They can't write letters that make sense, either - let alone without spelling and grammatical mistakes - I have some fantastic examples of their inept responses to my letters if you want them. Not quite the 'moist cat turd' classic, but getting close!
25. David Allcock
I have been with Telewest for the last 8 years, first on their unlimited dial up package, then moved to cable broadband.
In that entire time I have only had one serious problem, when NTL / Telewest merged and I had a billing problem which took 4 weeks to deal with, but since Virgin have arrived I have nothing but praise for them.
I phoned up about a great deal I'd been offered by Sky for a combined TV / phone / Broadband package, but that meant using BT for phone and broadband, I was offered a package £25 cheaper than sky with 10Mb broadband, unlimited phone calls 24/7 and Supreme TV package with V+ box. The person I spoke to at Virgin was friendly, knowledgable, helpful and had a genuine interest in getting me the best package. The V+ install is today as is the broadband upgrade.
The Sky strategy was clearly designed to do as much financial and commercial damage to the only viable, serious alternative to Sky as possible. There is nothing on Sky One that bothers me, so the loss of the Sky channels doesn't worry me.
As a Virgin customer, I wouldn't dream of moving to Sky for all my communications, especially as I need it for work, I know just how truly appalling BT are and the trouble several of my friends who cannot get cable broadband have with their ADSL packages.
26. anonymous
I use to admire and respect the Virgin brand. But not any more! They are so stuck up there own arse that they seem to think all the problems are related to the suggestion that Virgin carries a higher brand value and hence more complaints as people expect more...
NO VIRGIN: Here is the real deal. Virgin did not inform its user base that it had taken over NTL. It did not inform us that we would be losing the Sky channels. It did not give us the option of paying more to keep them. They offered no reduction in price after taking away the most prized channels. On top of all that its trying to fob us off with crap repeats of old programs at the same time trying to tell us how great it is.
Treat your dam customers with some bloody respect!!!!!
I’m canceling my TV package and going with free view at the end of the day it’s almost as good as Virgin.
God I hope they read this and sort it out!
27. Ray Winter
Virgin withdrew from the Sky negotiations because they would not pay 3p per day extra, per customer. Now NTL/Virgin Media have just sent me a new bill that has gone up by an extra £1 per month (approx 3p per day) , and for less programmes and without my authority being sought.
If Branson can walk away from Sky for a £1 per month, I can do so from Virgin Media.
However, if Virgin Media reduces their monthly charge to represent the loss of my programmes, I just might reconsider.