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Old 04-30-2012, 11:25 PM
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Default Nightmare Leaving Virgin Media

Well I've jumped ship and ordered BT Infinity ( This is UK story)

So I phone Virgin whom Ive been with for nearly 20yrs when they were proper telewest and blueyonder!!

Well the nightmare I've had to get my account on closure notice! Passed through 3 people who insisted I was doing the wrong thing. I expected that but the last person was a beaut!

Your wrong for leaving BT crap

Yes well that my choice as the consumer

No they're crap you dont know what your doing we offer everything

My deal is 57mb/18mb estimated at 35pm, I'm paying you 50pm for 50/5, can you match it?

No we wont - You get what you pay for

Well my speed recently is averaging 7-8mb and I'm resetting your superhub every other day to keep wireless going. I want to give notice on my account

You must be doing something wrong, our superhub has no problems, it must be your computer

My computer is fine, can you please mark my account for closure

What computer do you have?

Can you close my account please

Is it a decent make?

I would like my account closed, my computer has nothing to do with it. Can I speak to your supervisor

Why, I'm trying to help

Then please close my account

BT are liars about their speed, we are the fastest in the UK you do know that

Not in my house your not! Close the account, I'm not wasting my time anymore, I want the account on notice to close.

Well as I've said you must be doing something wrong, we can get an engineer to call and look at it for, whens convenient?


Its not I want to account closed, are you going to do this yes or no?

You've no idea what your doing, its stupid


Well thank you for that is my account now on closure notice?

Ok I'll do it, just wait till I get it on the system, stupid mistake leaving, youve obviously no idea what your doing

Can you beat price yes or no?

Its not about price, its service

Your a prime example

I do my best ( Pause) what do you mean?

Irrelevant, is my account sorted?

Yes its cut off date will be 31st May, is there anything else I can help you with

Only if you go find a job that doesnt involve talking to customers and I WILL be reporting this pathetic customer care, have a nice day



I'd hung by then!!

I've been with them them for ages and since virgin took over its been downhill totally!! BT cannot be any worse!!

Rant over!
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  #2  
Old 05-01-2012, 12:11 AM
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tbh that bloke must be a one off, im with VM and their customer service has always been great for me, both fast and polite.
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Old 05-01-2012, 12:44 AM
Love2Tech Love2Tech is offline
 
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When you threaten to leave and go through retentions they are usually very keen to give you a good deal to keep you, this seems like a one-off as most are helpful.

Also it may also be good to inform you, that virgin are doubling and tripling speeds over the next 6-12 months... for free. Example, i am on the 20mb (partly due to been too lazy to get better deal, reminds me!) and it will be going upto to 60mb with free SUPERHUB upgrate...

Still in shock at how your convo started/ended, did you not feel the urge to explain you knew more than him.... Too pushy & plain ignorant it seems.
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Old 05-01-2012, 07:03 AM
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Shame you havent got a recording of that convo. Disgraceful. I would write and complain about the sales person Confirming you are cancelling the supply and then cancel the dd with your bank. Let them bill you for the last bit.

I'm with infinity now and getting around 56mb dl and 15mb ul
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Old 05-01-2012, 08:27 AM
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I thought about explaining it all to him but the tone made me bite my tongue!

My experience is if your with them, and staying, very helpful, but leaving is another story!

I had similar arrogance when I finished my TiVO trial.

I've already asked for a complaints form and a manager is calling me back.

@Martyn - Is your speed consistent? I'm on the upto 50mb with VM but its constantly dropping well down and its not just P2P, its in general.

@Love2Tech - My speed is doubling in July, but seeing as its nowhere near where it should be now thats no use to me if I cant get it.

I've had engineers out and they've upped some parameter to its max but its still a massive fluctuation.

Plus I had to move the Superhub so I can reset it easier! This is my third hub so I'm sure its their firmware and not the hub itself, Netgear usually very good.

If they offr me a deal at 30 pm rather than the 51 I pay now I'll think about it. BT will cost me 36pm
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Old 05-01-2012, 08:44 AM
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Mine does seem stable and often is over 60Mbs!

I'm paying around 60 pm but that includes two phone lines plus extras.

edit

today 55Mbs dl and only 2.8Mbs upload

Last edited by Martyn; 05-01-2012 at 09:33 AM.
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Old 05-01-2012, 11:50 AM
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Quote:
Originally Posted by Martyn View Post
Mine does seem stable and often is over 60Mbs!

I'm paying around 60 pm but that includes two phone lines plus extras.

edit

today 55Mbs dl and only 2.8Mbs upload
Its download I'm after, upload doesnt worry me!

Thanks for info though.
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Old 05-01-2012, 02:02 PM
PCSupportGlasgow PCSupportGlasgow is online now
 
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ouch. customer servioce for the larger companies in this country is terrible and utter disgrace. make sure you complain.


Although in their defence they werent lying about BT alteast you got cancelled eventually in 1 phone call it took me 6 months and countless calls to get away from BT (yes even with reference numbers they stll denied every single call i made).

PS word of waning for you BT work on a rolling contract so if you don't call them just over a month before contract due to expire you will automatically get put on a brand new contract for exact same length of time as original contract..not monthly rolling
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Old 05-01-2012, 02:10 PM
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I am now with BT, unfortunately I can't get fibre optic
So far the service has been great.
It is amusing how if you call them for sales (upgrading phone package etc) you speak to a UK rep, but for support it goes direct to an Indian call centre.
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Old 05-01-2012, 04:12 PM
tarik tarik is offline
 
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no bt infinity in our area scheduled yet. Im stuck with crappy bt adsl in the shop currently. Asked VM about moving to them for my business lines and fibre broadband and they said even though there is cable running outside down the path they are not doing any fresh installs for business customers at the moment unless our building already has it installed from a previous customer.
Thanks Virgin.
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