Virginmedia - poor service since take over

[noobrider]

Has anyone experience a degredation of the service since Virgin took over. I signed up to Telewest on their 3 deal package...2Mb Broadband Televison and phone. Fantastic service from Telewest...great Broadband speed...Movies on demand on the TV service and the phone line...well worked...

 

Since Virgin took over my broadband speed has dropped to 5 - 15kbs on a good day...can't get any movies on demand as the box just locks up...can never get through to the right department on the phone....

 

I have managed to get this months broadband for free but with the kids playing WOW at £8 a month on line...they can't use it...I can't play my games on line...and pages take an age to load.

 

Their website is awful and slow even at work...I've submitted 3 service emails and not had a single reply....come on Virgin.... whats going on?

 

Is anyone experiencing the same issues?

[topjet]

yes its gone to the dogs since they took over , i tried to get a direct debit changed to a diff bank , i rang them only to be told ive rang wrong dept, last week sends me a statement with charges, ive sent a letter to them saying if this is how you treat your customers im going elswhere..

[stevesmart36]

I wrote to them in February and March about their direct debit and late payment charges, no reply to either letter. They cut me off the other day for non payment, I had paid the bill, they cannot find the payment (internet banking), I called 150 and was passed around differnt departments for hour and half, eventually they reinstated my services as a gesture of good will but have still charged me another tenner:x for paying my bill late. In my second letter sent 12th March, I gave them 30 days notice of my intention to terminate my contract, as they have not even bothered to reply I do not know what will happen when the 30 days are up (11th April). I certainly do not want to ring them again, on hold for hours, Ntl were never this bad.

[Glenn UK]

I'm quite surprised you use the term 'service' in the context of telewest?

 

I have had their services for 5 years and although you can buy additional services from them easily, i never found them good to deal with for support of any kind.

 

I had presumed that virgin would pick up where telewest left off and so am not surprised that you report poor service.

 

Glenn

[topjet]

how do you go about reclaiming charges send a prem letter same as the one you send to the bank ??

[fleeced_by_rbos]

I had a single direct debit rejected by my bank. VM cancelled the direct debit, but didn't bother telling me. They said because I use online billing, that I would need to check that. But why would I look for a tiny bit of text saying the direct debit has been cancelled when I don't expect them to just cancel it like that?

 

Anyway, they then wanted to charge me for the bill not being paid. After complaining about that bitterly, they knocked off the charges and took a payment by debit card, then set up another direct debit.

 

What is going on with these large companies, they all seem to be getting more incompetent and rediculous by the day. Now wonder we need CAG!

[red.ninja13]

Word of advice, telewest is definately much worse since the take over, but BT are FAR FAR WORSE!

i left virgin 7/8 months ago, and BT has been nothing but constant stress and headaches ever since, when my 12 months is up, ill go back to virgin, that's how bad BT are!!!

[sugg1]

Yes i agree its gone right down hill.

I am changing over to sky.

 

Just sick and tried of their high charges ect and my kids play WOW as well and are always complaining its lagging.

 

Will be so glad to leave ,was with telewest when it first came out and can`t wait to leave now.

[fleeced_by_rbos]

To be fair, I have found the VM network performance to be great. No lag and speedtest.net always shows around 20Mb. Their tech support is knowledgeable and competent too - at least one guy I spoke to once. We had a good chat when something went wrong with the line and worked out it was the old modem they gave me which was on its last legs.

 

So aside from the incompetence of billing, they seem to be getting their act together.