Virgin mobile rogue 'customer advisor'

[limasierra]

For the last couple of months my partner and I have been unable to check our Virgin Mobile accounts online after logging in successfully. As soon as we click on 'check this account' it kicks us off the site. Not much good when you're on paperless billing and paying promptly every month by Direct Debit?

I emailed a complaint a month ago but they didn't reply.

 

Yesterday I decided enough was enough so did the 789 bit and got charged 10p.

 

Cannot believe the arrogance and ignorance of the customer advisor I was unlucky enough to get landed with. Boy oh boy did he have fun kicking me around, just listen to this.....

 

Started off telling me it was a fault with my computer or internet service provider even though I told him very clearly I have no problem logging into my bank account, paypal e-bay etc etc.

Yes it's definitely your end he said, your computer needs defragging.......

 

I also told him that the second time I tried to log in it took me to my partner's account......... we share the same address but have separate accounts, email addresses and passwords.

 

No, still not a technical fault with Virgin he said.

 

After a good ten minutes of going over everything three times I asked to speak to his supervisor, or

their technical department. He did everything he could to avoid this, saying the Technical dept would ignore any report he put in. But I insisted.

 

The eventual response I got to that request is when I really wondered what planet he or I were on.

 

He disappeared for a while and came back and told me '...I can put you through to the technical dept but it will cost you £1.50.....' !!!!!!!!!!!!

 

I again asked for a supervisor after telling him that was just absolutely ridiculous.

Got left with music for ages so I disconnected the call.

 

Rang again hoping to pick up someone different who'd possess a few brain cells and a sense of decency for a cost of 10p and I got just that, no actually much more than that, genuine apologies and disbelief at what I'd been told.

 

This customer advisor this time was based in South Africa though, not the UK.

 

He realised straight away there was a technical problem and completed a report to submit to

Virgin Technical explaining it may take 5-7 days to put right but at least he did a decent job and accepted it was Virgin's problem.

Hats off to you Keith.

 

I hope someone from Virgin reads this and checks out the staff in the UK because the idiot I picked up needs sacking.

 

Will come back and report as to whether this problem eventually gets sorted.

[limasierra]

Just Googled Virginmobile customer service complaints and found a consumer site in USA with horrendous postings about Virgin mobile , hope this isn't going to be the case over here as well ??

[locutus]

For the last couple of months my partner and I have been unable to check our Virgin Mobile accounts online after logging in successfully. As soon as we click on 'check this account' it kicks us off the site. Not much good when you're on paperless billing and paying promptly every month by Direct Debit?

I emailed a complaint a month ago but they didn't reply.

 

Yesterday I decided enough was enough so did the 789 bit and got charged 10p.

 

Cannot believe the arrogance and ignorance of the customer advisor I was unlucky enough to get landed with. Boy oh boy did he have fun kicking me around, just listen to this.....

 

Started off telling me it was a fault with my computer or internet service provider even though I told him very clearly I have no problem logging into my bank account, paypal e-bay etc etc.

Yes it's definitely your end he said, your computer needs defragging.......

 

I also told him that the second time I tried to log in it took me to my partner's account......... we share the same address but have separate accounts, email addresses and passwords.

 

No, still not a technical fault with Virgin he said.

 

After a good ten minutes of going over everything three times I asked to speak to his supervisor, or

their technical department. He did everything he could to avoid this, saying the Technical dept would ignore any report he put in. But I insisted.

 

The eventual response I got to that request is when I really wondered what planet he or I were on.

 

He disappeared for a while and came back and told me '...I can put you through to the technical dept but it will cost you £1.50.....' !!!!!!!!!!!!

 

I again asked for a supervisor after telling him that was just absolutely ridiculous.

Got left with music for ages so I disconnected the call.

 

Rang again hoping to pick up someone different who'd possess a few brain cells and a sense of decency for a cost of 10p and I got just that, no actually much more than that, genuine apologies and disbelief at what I'd been told.

 

This customer advisor this time was based in South Africa though, not the UK.

 

He realised straight away there was a technical problem and completed a report to submit to

Virgin Technical explaining it may take 5-7 days to put right but at least he did a decent job and accepted it was Virgin's problem.

Hats off to you Keith.

 

I hope someone from Virgin reads this and checks out the staff in the UK because the idiot I picked up needs sacking.

 

Will come back and report as to whether this problem eventually gets sorted.

 

Feed this back to them. The only way they can reward good customer service and re-train the poor customer service is if you complain about the 1st guy and praise Keith.

 

 

[email protected] is the CEOs email address, give him your name and address and account number, then he'll be able to trace the people involved and reward Keith and get the other guy the training so needed

[limasierra]

Thankyou locutus

 

I did what you suggested and received a good response from the CEO's office stating someone will call me tomorrow.

Willbe in touch

[sillygirl1]

I'm still getting billed by Virginmedia even though I left them in February, the person at the Chief Execs office has had another complaint logged against him.

 

They are hopeless and need to revamp their customer services with emphasis on Customers rather than reliance on their system being 'God'.

[limasierra]

Virgin Media are headed up by cowboys sillygirl1

 

My complaint was devolved to Sophie Boshell via Neil Holtham at Virgin Media who then dumped it onto Alan Austin a self styled 'Mobile Complaints Advisor' ............

 

My complaint to the CEO resulted in being told to download a new Explorer toolbar YET AGAIN.

 

I told Alan Austin to check Virgin Media's help forum....... there's loads of people on there with the same problem a year ago, being told the same thing, ' you need to download a new version of Explorer browser ', which they all did and still got kicked off their accounts page when they clicked on 'check this account'.

 

Their customer advice getout is that if they can check it so should we be able to and if we can't it must be our computers at fault.

 

I had to keep repeating to Alan Austin that their own website showed people having the same problem before he suddenly decided to admit that their CEO knows he needs to update his website but hasn't got around to doing it yet.

 

So there we are.

 

Graeme Oxbery couldn't give a stuff.

 

We're paying your wages Graeme.

[sillygirl1]

I will refrain from posting my private thoughts about Neil Holtham, I did say though I didn't think he was the sort of person who should work in complaints as he just made things worse, even wanted me to sign up for another year of misery.

 

I now have a Lovefilm and a Netflix subscription far cheaper than Virgin's offerings and get a fab choice of films and tv programs. I also get 110 channels via the aerial on my tv and Freeview - come the switchover to Freeview in London Virginmedia will loose a lot of customers. My Internet is provided via 02 via the phone line and I get 19mb which is more than enough for my needs....

[sillygirl1]

Forgot to mention Virginmedia send me my Dad's bill.... and he pays by direct debit so I KNOW their billing is screwed.

[limasierra]

Forgot to mention Virginmedia send me my Dad's bill.... and he pays by direct debit so I KNOW their billing is screwed.

Thanks for that very interesting info about the films and broadband sillygirl1, useful to know.

Reckon I might as well quit Virgin too.

[sillygirl1]

I will PM you as I have a card for a free 2 month subscription to Lovefilm, would save you a few bob... I get quite a few of these. Netflix has more TV shows than Lovefilm but subscribing to both gives you a huge library of films to watch when you want.

[my-spirit-soars-free]

I assume that constantly watching internet tv/films would mean your broadband provider gets rather annoyed? Not to mention our poor router trying to stream 5 different lots of video in the one house. How much are you downloading every month? DO you have more than one person in the house downloading at the same time?

 

 

I suspect we will have to wait until we can get better speeds here, out in the sticks

[sillygirl1]

I'm the only person downloading in my house, so it isn't an issue and I am paying for unlimited downloading/streaming as part of my package.

 

It may not suit every household, I know when I was growing up (with four brothers and two sisters) had the internet been around we would have had two, if not three lines in the house (and my dad always says 'thank goodness the internet wasn't around then, I'd be forever having NASA, the Police and MI5/FBI/CIA on my doorstep...'

[limasierra]

Thanks for the internet/tv film download stuff but without wishing to offend anyone would you mind starting a new thread as this one concerns Virgin mobile's website problems,

Many thanks