Virgin Media Evidence of Poor Service.
Disclaimer – Monetary Compensation.
This Is Not How You Should Treat Customers.
I have updated this article multiple times and to recap last Saturday I had a missed call and an email from the executive team to contact them. I phoned Saturday but they were busy, I then phoned again yesterday only to be told my complaint had been resolved, even though I had not spoken to anyone? (fixing my broadband issue does not fix the complaint of the previous broadband issues/outages I have experienced and raised).
I proceeded to send an email to Lutz Schuler and the Executive team and cc’d my marketing business into the conversation. I even contacted Lutz Schuler on LinkedIn and never had a response.
Below is the email I sent them yesterday, although they have had multiple emails and phone calls from me in the past. So today giving them one final last chance I phoned them and spoke to someone called Louise (who infuriated me with her one brain cell attitude that because my broadband was working fine today the issue had been resolved. She asked me what I was after and I said monetary compensation, she asked me for a figure and I said £400 per day. I did not mention emotional distress compensation: https://www.compensationcalculatoruk.co.uk/emotional-pain-and-suffering-calculator If this was to go to court, how can I put a figure on the amount of distress this has caused me, without consulting a solicitor first?
The complaint that everyone is ignoring was the past poor intermittent speeds that went over Louise’s head including me insisting on my voice recording data which Virgin is legally obliged to give me and again I felt as if I was talking to a brick wall.
PREVIOUS CORRESPONDENCE & ENTIRE COMPLAINT.
This article is for Virgin Media Broadband Evidence of a Poor Service to show evidence of the sub-standard service I have been receiving.
If I have been experiencing outages I am sure I am not the only one to get an appalling service. According to Trustpilot, an astonishing 91% have given 1-star reviews. It is a wonder this company is actually still in business and trading: https://uk.trustpilot.com/review/virginmediabroadband.co.uk I was told the reason for the bad reviews is their customers are not happy with the 5g change-over and the outages.
This issue I have been experiencing has been ongoing and somedays I get really good speeds whilst others are absolutely diabolical. This tells me there is nothing wrong with my equipment as they have sent out two modems in the last two years and it is them I suppose saving money. I have had poor speed since the beginning of lockdown. I am not getting my money’s worth and am losing business hand over fist with this company.
So I received a text message from ‘Virgin Media Broadband’ to say that on Friday 11th March in Roath Cardiff there will be scheduled maintenance. They never stated what time or how long it was going to go on, only to apologize for any inconvenience caused. That is not good enough especially when people rely on WIFI for multiple reasons including home security. Not everything revolves around browsing the internet.
So oblivious to the message I received Monday morning I noticed my internet was very intermittent from lunchtime going into the afternoon and proceeded to phone them to sort it out. The person I spoke to said I had to do a hard reset of my modem (putting the pin into the tiny hole) which I explained I could not do as I had to be online.
As the afternoon progressed I struggled to get a decent connection, could not do a screenshot as I could not connect, and decided to bite the bullet and do a re-set around tea-time. Oh boy, that ended up being such a bad idea and a total disaster as I ended up with no wifi signal at all.
So I proceeded to call them again and I was put through to a call center where the woman was as useful as a chocolate fireguard.
She blatantly refused to help me or put me through to her supervisor.
There were long pauses where she simply ignored me and she casually said I would have to wait until maintenance was done on Friday.
I responded I rely on the internet for work and need to be online and her attitude was very blasé, where she said there was nothing she could do.
I explained that she obviously did not know who she was speaking to and what I do and am capable of doing.
I quoted the domain name www.irenata.com which is the shorter version of this website and the domain is forwarded. I prompted her to read my reviews on Virgin Media. I did this purposely as I wanted to hit home that anyone that disrupts my business is liable to be sued and I would take Virgin Media to court.
She replied and said I would be entitled to their compensation of £8.00 per day and that is all. I told her what she can do with her £8.00 and that I would send an invoice for the loss of business. It is as if they read off a script what they have to say to a consumer and I was not having any of it. Unlike any other consumer that may just report them to Ofcom and apparently my connection is being monitored, she was unaware of this, I will go one step further and put a dent in their business if they disrupt mine. If they have bad reviews on Trustpilot imagine how much business they will lose if I share this on LinkedIn and every other social media platform I can think of.
So far I have tolerated them and have a backup mobile hotspot of unlimited data with O’2 but by coincidence considering these two companies have merged, I have been unable to access my hotspot for some time now, and to think I pay £80 per month to Virgin and £40 to O’2 you would think I would get a good connection from either one of them but I don’t.
Within minutes of me ending the call yesterday, my broadband internet was working again and I had a very fast speed.
I was angry because my business is being disrupted. I could not perform my duties. I am still behind with my work even as we speak today.
Below are a couple of PDFs of all my screenshots to date.VIRGIN-MEDIA-SUB-STANDARD-SERVICE-2021-TO-2022
Before I ended the call I told her to remember my website as I would share all the posts I have made about Virgin Media and share them on Social Media, stating if I lose business then it is only right Virgin Media loses business too.
So today by coincidence I receive an email to say my contract is up and if I want to leave I need to give them 30 days’ notice. I have not been in a contract for a few years as I begrudge being tied down to this shoddy outfit of a company. I will leave on my terms and not before.
Here are all the other posts I have written about this company:
Throughout this week I have had blue murder with this company and where I am supposed to have two bandwidths I only have one. Before I had 2g and 5g and I could choose the one that I could connect to, now I have only one choice 2g.
From what I can gather I think my SSID has been reset to 2g rather than split.
The blame-shifting is unbelievable insisting the problem may lie with my router but as the screenshot shows since maintenance was done in my area yesterday my speed has miraculously improved, which shows there is nothing wrong with my router.
Furthermore, in order to stay online, I pay for a backup hotspot from O2 which merged with its cowboy boy outfit of a company, and ever since the merger, my hotspot has not worked so I phoned O2 and they said it was nothing on their end as all my settings were fine and they transferred me to Apple who told me if I am trying to connect via wifi the problem is to do with Virgin Media setting even though Virgin Media was not having any of it.
So I totally lost it with Virgin on Thursday at approximately 16.51 hours as the first person I spoke to was no help at all so I asked for a copy of the phone recording and he all of a sudden did not understand what I was asking. He was in a call center so I asked to speak to his supervisor who answered although I could not hear very well as there was a party going on in the background with people cheering. He told me it was a meeting. Whatever the excuse, the customer who is already distressed should not have to listen to it.
I stated I wanted a copy of the previous phone call plus the phone call I had with him and he said I have to wait 30 days. I am not holding my breath. Furthermore, I said if my broadband was not working I would sue Virgin Media and he said he has put that on the system.
This is not how you treat your customers if you want to keep them!
Below is the screenshot in a PDF of all my speeds:WEEK-COMMENCING-MONDAY-7TH-MARCH-2022
This is my screenshot for today 12/03/22 proving there is nothing wrong with my router or my wiring, cables, etc.
UPDATE 18TH MARCH 2022
I received an email today screenshot below for Virgin Media claiming they have not detected any connectivity issues.
So in response to this, I have embedded the screenshots of my speeds, week commencing 14th March 2022 to today.
They are trying to pass the buck because:
I have also proven in the PDFs I do get good speeds!
So it is nothing to do with my equipment or my cables.
If they claim there could be a problem with the cables they can check from outside the property as I am not giving access to anyone entering my property.WEEK-COMMENCING-MONDAY-14TH-MARCH-2022
Plus the now highlighted screenshot of my terms and conditions:
Now Virgin cannot ever claim they were not aware of this as every time I phoned I made reference to my website (www.irenata.com (which forwards to this website) which is part of a group of websites that I own that all have the same terms and conditions) and I prompted everyone I spoke to read this article.
I did request a copy of the last conversations I had with Virgin Media and by coincidence, they have not complied with my request. Why does that not surprise me?
I aim to reply to Virgin Media today and if I do not get a satisfactory response they will give me no alternative to share this with news agencies, GDPR (for not giving me the data I requested) and I will take legal action.
I did ask for an email from their legal department and the person I spoke to said they do not have an email, although I did manage to find one after ending the call: ODR@virginmedia.co.uk
Final thoughts From The Editor.
“So why am I not going to another provider”?
Here is my answer: moving to another provider is not the same as buying a loaf of bread. You have to give notice to the provider you want to move away from and then book an engineer for your new provider, this may not all happen on the same day I cannot be without an internet connection.
There could be a period of downtime whilst one provider has switched off your services, you may have no internet or telephone at all, whilst you wait for another provider to set you up. Furthermore, if you have home security you also have to pay for an engineer to come out to reset your system which costs money. So either way, you are dammed if you do and dammed if you don’t, but my main priority is I cannot afford to lose business as I have obligations to my clients and I cannot be without internet.
What I have also noticed before I had two bandwidths I could switch to 5g and 2g and in the last few weeks I now only have 2g even though they claim I have 5g. I need a split bandwidth and not just 2g. (I have even proven I have only 2g in my screenshots but they won’t have it…
It is lies, after lies after lies.
I reckon it is a money-saving tactic.
What is worth noting is they need to come to an amicable arrangement to stop me from sharing this all over the world wide web because my post may be seen by many people which will get others who are also unhappy with their service to share it as well, which will evidently make it go viral.
Considering they have 91% one-star reviews on Trustpilot I am sure they do not want to lose the little business that they have left.
Do read all my articles as there are steps that you can take to get compensation for a service that does not do what it promises.
For me, this is no ordinary complaint and I have now the emails to the CEOs, so let’s see what transpires when I reply to their email today.
For further reading about increasing internet speeds do read this article:
My Linkedin Profile:
I am sure this company is trying to test my patience or the arse does not know what the elbow is doing.
If they think for one minute I am calling their bluff they are very much mistaken because if I do not get a resolution soon I will blast this all over the internet and I will take legal action.
Here are two email screenshots one from the executive team and the second was yesterday asking for my feedback.
Funnily enough how my broadband is working all of a sudden, minus the 5g because I suspect my SSID has been reset to 2g and I do not have a split bandwidth anymore,
I HAVE HAD IT WITH THIS COMPANY!
So today I am minding my business and was checking a website I own and all my browsers (Safari, Mozilla, Chrome & Edge) were saying there was a problem loading my website, so I proceeded to phone the hosting provider to be told and confirmed in the following screenshot of my email that my broadband provider has a problem connecting my website to any devices. The website in question is www.roathlife.co.uk What is even more mind-boggling all the other websites I own or manage are loading up fine, which tells me that VM is blocking my website.
** The ironic thing is my internet speeds are fine today for a change, which makes this even crazier.
Virgin Media is preventing me to do my work successfully AND is causing me ill health and emotional distress and it is time to sort this out once and for all!
THIS IS NOT HOW YOU TREAT CUSTOMERS!
UPDATE 04/04/22 – Virgin Chatting 💩
The saga continues, I phoned Virgin on Saturday twice, the first time someone put the phone down on me after telling me that Virgin does not guarantee WIFI connections and today the 4th April 2022 I was told the same.
So here is a screenshot of what broadband providers have to guarantee:
So on my second attempt today I asked for all the call recordings, this was now my third request in the last 30 days and apparently, the woman from the call center said she would definitely do it for me this time as she could not see any requests before speaking with her even though I asked this morning also.
I then quoted the names “John Malone” & “Lutz Schüler” and she did not know who these people were, so I replied they own Virgin Media and her bosses.
I said if I did not get a satisfactory response which she told me to wait 7 working days I would start emailing these people and contacting GDPR. I am physically and mentally drained from this company. Not once have they tried to resolve this, all they have done is played the runaround and passed the buck.
She was quick to upsell when I said I was never once offered the “Intelligent Wifi Plus” and I said I am not signing up for anything or paying for anything until this is resolved. As it stands I have lost business because of this company and my mental health has deteriorated. It is against the trading standards to charge for something that does not work. It would be interesting if I shared it with news agencies and journalists.
Here are the speeds from 25th March 2022 – to 4th April 2022VIRGIN-MEDIA-SPEED-TEST-25TH-MARCH-2022-TO-4TH-APRIL-2022
I HAVE HAD ENOUGH AND I WILL BE SHARING THIS WITH THE WHOLE PLANET IF IT IS NOT SORTED, THIS IS AFFECTING MY MENTAL HEALTH!!!!.
I was also told because I do not have business broadband I do not have a leg to stand on. If I thought for one minute that the service was going to be any better than what I have previously had I would have happily switched to business broadband instead of paying O2 for a hotspot that does not work any longer since the merger.
The trustworthiness of the company has gone straight out the window and in my eyes, they are not very credible.
About the author
iRenata -Renata Entrepreneur is a personal brand of Renata M Barnes. Renata has been in business since 1993.
Renata is a businesswoman and published author. She primarily focuses on Digital Marketing, Website Creation, SEO, and Domain Brokering.
Renata is also the Editor of Cymru Marketing Journal and Disability UK Online Magazine.
Renata offers several services for startups and SME’s.
Renata has a large network of over 10K connections on LinkedIn, compromising of Directors, CEOs, Millionaires, Billionaires, and Royalty. https://www.linkedin.com/in/renata-b-48025811/
Her service includes Website Design & Development, SEO, Marketing, Advertising, Content Writing, and Graphic Design.