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EnglandTelecommunications service provider
Created 11 months ago
Updated 11 months ago
Absolutely appalling customer service.
I spent over two hours on the phone, speaking to 15 different agents—each asking for the same security details—only to be put on hold under the pretence of investigating my issue. My WiFi had been dropping continuously for three weeks, yet instead of resolving the problem, they repeatedly transferred me back into the queue because they were clearly incapable of handling my query.
In the end, I cancelled my direct debit and switched to EE. I won’t be paying a single penny to this dreadful provider and would gladly explain in court why they don’t deserve my money. Virgin, you are by far the worst broadband provider I have ever dealt with.
Since posting a negative review about my experience contacting Virgin on another reviews platform, I was eventually able to have a technician booked. The technician was extremely helpful and resolved the issue by replacing the hub, successfully fixing the intermittent fault.
While I appreciate the excellent service provided by the technician, the process of reaching support could be greatly improved. Being transferred between departments repeatedly and having to complete the ID verification process multiple times during a single call feels unnecessary and frustrating.
Virgin, you have skilled technicians who provide great service, but the overall experience is let down by poor customer call support.