Virgin's service worked fine- it was only down when some idiot cut mine and half the streets BT lines. I was warned about Virgin customer service particularly as they are owned by NTL and so I avoided their customer service until I moved.
They even sent out emails saying they didn't have enough customer service lines and would be improve the service many times during the year or so I was with them.
When I moved house I phoned up with a month's notice to cancel my account, and they stated that I could move my account to my new address. All I had to do was arrange a disconnection date of MY choice, move house and I would be reconnected within 10 days. I thought fine and so arranged and confirmed a disconnection date for the end of the month. I received an email from engineering for a disconnection date of two weeks time. I emailed then called them and customer services confirmed the same disconnection I agreed with first.
I then recieved 2 emails back from engineering with a disconnection date of 2 weeks, I emailed them back about the fact that the date was wrong and received an email with the date they stated.
In the end I telephoned customer service and then wrote to them to inform them that they were to disconnect me at the end of the month and they were not allowed to put their services on my new address.
The customer service calls took about 20 to 40 minutes to get through.
I got an apology but they lost a customer who is happy to post on the web about their experiences.
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