Broadband

Just had a free upgrade on broadband from Virgin Media on their cheapest package. Pleased. It was even faster when I tried it earlier - and this is over a wi-fi connection for the last bit.

No internet most of the day (until now)

It is unusual for our internet and phones not to work, but we had been without both for most of the day. Our services come via fibre and our broadband speed is pretty good. So, this is my first chance to update blogs  and check social media and emails. Our service is via Virgin Media.

Virgin Media

Broadband speed is good, TV recording is good with Tivo, phones are OK anytime. I just want it CHEAPER. Will ring them later to renegotiate our deal. I may be possible to save money and have a smart phone.

I have written 2 emails and neither has been answered (it would have been nice and polite but that is not their style) yet I get bombarded with offers and special customer deals most weeks by post. You have to love them. Actually there is little choice.

Virgin Media call centre woes

Recently we've consolidated our media services, saving around £20 a month, but not without some pain. We had TV and calls from Sky, phone landline from BT and broadband from Virgin Media. Now all comes via Virgin Media. The problem was the phone line, for which we had a new number: BT did not disconnect the old line and I found out today we were still being charged line rental and will do so for another 30 days cancellation period. Virgin Media should have informed them to disconnect, but did not.

I contacted BT first to find out what was going on: helpful UK call centre and all explained clearly. Then I contacted Virgin Media's call centre - big problems! Although I have had very helpful call centre operators in India before so have nothing against these as such, the Virgin Media experience was NOT a good one. In all, I was on the call for around an HOUR and passed between a good number of Indian operators getting not very far. Then the line went dead and a Scottish voice said, "hello, do you have a problem with your phone line?". At this point I muttered "God give me strength" when I thought I would have to explain everything all over again. Luckily Jamie, the VERY helpful Scotsman, had my notes and was able to resolve the issue: Virgin would refund the line rental if I sent a copy of the final BT bill to their head office.

Finally I contact Sky to confirm I was no longer being charged for calls. Again a very helpful Scottish lady, Donna, answered. She checked details and confirmed there were no more bills to pay and their contract had been terminated.

Scores:

   BT UK call centre:  8 out of 10 
   Virgin Media Indian call centre:  3 out of 10
   Virgin media UK call centre: 8 out of 10
   Sky UK call centre: 8 out of 10

When the Virgin contract expires in 12 months I shall think long and hard about what to do. So far I have been less than impressed with their service.