virgin media

I suffered last week, over an hour on hold before I gave up.

tried the following night and was on hold for 48 minutes before getting through.

customer service is absolutely shocking.
 
I hung up after 1hr10mins last night. Called today at bang on 9am and was on hold for 45mins before I got through. Terrible..
 
It seems to be the same whoever you try and ring. Probably all "working" from home. Stop making tea, eating biscuits, walking your dog and get back to work like the rest of us.
 
Been on hold for 40 mins yesterday , gave up , tried this morning gave up after 30 mins , absolute shocking customer care .
 
When I first came back to the UK and got a daft job in IT support to tide me over, I was forever on the phone trying to get tech support on a business contract for a client.

I discovered that the fastest route was to choose the 'Sales' option on the Virgin Business telephone queuing system.

Amazing how quickly someone picks up when they think there's a buck to be had.

I'd then bamboozle the sales guy with tech until he put me through internally to the relevant department.

I used to say France was a 3rd World country when it came to IT, but the UK is a 4th World country when it comes to ISP customer support (barring the expensive BT).

I wouldn't recommend Virgin Media to my worst enemy.
 
Cogeur_le_Conq said:
When I first came back to the UK and got a daft job in IT support to tide me over, I was forever on the phone trying to get tech support on a business contract for a client.

I discovered that the fastest route was to choose the 'Sales' option on the Virgin Business telephone queuing system.

Amazing how quickly someone picks up when they think there's a buck to be had.

I'd then bamboozle the sales guy with tech until he put me through internally to the relevant department.

I used to say France was a 3rd World country when it came to IT, but the UK is a 4th World country when it comes to ISP customer support (barring the expensive BT).

I wouldn't recommend Virgin Media to my worst enemy.
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I'd expect most companies sales lines to be manned by different people to customer services unless they're very, very small companies.
 
RedAsABeetroot said:
It seems to be the same whoever you try and ring. Probably all "working" from home. Stop making tea, eating biscuits, walking your dog and get back to work like the rest of us.
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To be fair, I doubt it is the poor call handlers who are slacking off, I am sure they are monitored to within an inch of their lives.

I think it will be that virgin have cut staffing levels to the bare bones.
 
Colgates_shaving_foam said:
To be fair, I doubt it is the poor call handlers who are slacking off, I am sure they are monitored to within an inch of their lives.

I think it will be that virgin have cut staffing levels to the bare bones.
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This.

People want it both ways, competitive prices being able to haggle for a best price deal, and have the phones answered instantly, and jobs that pay good wages and benefits. Having the staff to answer calls quickly is expensive and difficult to manage with peaks and troughs, and absenteeism for covid is probably high.

I worked for a call centre about 17 years ago and it was grim, everything is a target and you're expected to add value to the call, whether it's additional products, setting up a direct debit etc within about 3 minutes or less on top of dealing with what they actually rang for in the first place and everyone knows people ringing about something just want that issue sorted most times.

You throw staff at a line and then you're paying for 80% of them to sit on hands for majority of the time

Being on hold never really bothers me unless I am paying for the call, I just put it in loud speaker and do something else
 
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