It's only my account of the past week but its still an unpleasant read.
I was lured because of Virgin’s 3 for Ł30, phone, BB and XL TV package. I spoke to 3 sales people 4 times in the period of 10 days or so. All of them told me the following:
1) The 2mb broadband service had been upgraded to 4mb, the 4mb to 8mb and the 10mb would be upgraded to 20mb in the near future.
2) They also told me that you could watch all channels through your PC and that was the principal reason for the broadband upgrade
3) That all current internal phone sockets would be switched to cable phone.
When I was connected last week I found I was on 4mb not 8mb (I’d paid an extra Ł7) my office phone didn’t work. When I called Virgin, at which point you realise that rather than one person trained on all aspects you have to wait in queues for each department, they were astonished that I had been told the above points. Not one of the half dozen people I spoke to in the various departments knew what the sales staff were talking about.
These guys really don’t know what they’re doing. I was told I’d be put through to “customer care” after waiting in a Queue for 30 minutes I was finally told by a snotty woman “I don’t know why they put you through to us, all we do is disconnect people” I guess that’s why they were so busy! I’m still waiting for a sales manager to contact me about my complaint the 48 hours expired about 48 hours ago!
The final straw has been tonight when trying to get through to the Broadband team on 150 one of the announcements declared that all future broadband issues would be dealt through a 0906 phone number costing customers 25p a minute!
Tomorrow I’m cancelling the service!
You have been warned!