If you've recently tried to contact our Customer Support, you'll be only too aware that our service levels - by telephone and by email - have been well below the standards that we set - and that you expect.
We're sorry if you've been frustrated by the length of time it's taken us to deal with your queries, however we are taking a number of steps to get us back on track to delivering the best possible Customer Support. These include: Additional Customer Support agents - we have recruited more customer service agents who are currently going through our detailed training programme. These additional agents will be fully up and running on December 1st.
A number of new online enhancements including the launch of a Webmail service, and an 'Online Broadband Order Tracker' where customers can track the status of their Broadband order.
New Customer Support numbers - at a reduced call rate of 25 pence per minute rather than the current 50 pence per minute - will be introduced in November.
I originally had virgin broadband for the simple reason that they had no minimum contract. Ordered their recommended modem and paid by credit card, then it took almost 2 months for delivery despite their 5 day claim. by which stage i was already paying for broadband i couldn't use. Virgin phone services stink: only once did i get a human voice and he was some work experience kid about as useful as ashtray on a motorbike. When i finally got the modem there were no instructions for novices like me, customer services were back to the answerphone. Finally worked out how to set it up thanks to a friend only to be cut off for no reason within a fortnight. When i called their premium rate helpline i got another moron who asked if i had paid my bills. I explained i was paying DD and no, i hadn't changed any account details and yes i did have money in the account, he was stumped. When i checked my bank balance they had been charging me double the whole time anyway. NO-ONE SHOULD USE VIRGIN.NET BY CHOICE!!!