A customer experience about Virgin Media by Anonymous

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What happened

I was unable to access my emails and the error message told me to phone VM and give them the code in the URL. I phoned but despite me telling them numerous times, they didn't want the code in the URL. The representative was difficult to understand and frustrating to deal with. I was then transferred to another department who wanted a £20 set up fee and a further £5 a month to help me with the problem with 'my browser'. The representative was patronising and told me it would be worth the money to someone who isn't tech savvy. I told him I am tech savvy and would fix it myself, which I did.

What I wish had happened

I would have liked them to listen to me, take the code in the URL, which might have told them what my problem was. I would have liked them to have some respect when speaking to me too.

Where this happened

On the phone

Virgin Media Customers

Most talked about by Virgin Media customers

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Low

How this makes Virgin Media customers feel

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Low

29% Customer Service

Feelings:

Disgusted

Disappointed

Furious

Frustrated

Let down

Annoyed

Unsatisfied

24% Inconvenienced

Feelings:

Furious

Frustrated

Let down

Annoyed

Unsatisfied

Miffed

Disgusted

18% Communication

Feelings:

Furious

Disgusted

Let down

Disappointed

Frustrated

12% Financial Loss

Feelings:

Annoyed

Disappointed

Disgusted

Miffed

Frustrated

Furious

6% Discrimination

Feelings:

Annoyed

Disappointed

Disgusted

6% Embarrassment

Feelings:

Disappointed

Disgusted

6% Delay

Feelings:

Unsatisfied

Frustrated

Annoyed

Telecom Customers

Most talked about by Telecom customers

High

Low

How this makes Telecom customers feel

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Low

28% Customer Service

Feelings:

Frustrated

Annoyed

Furious

Disgusted

Let down

Disappointed

Unsatisfied

Offended

Unhappy

Anxious

Displeased

19% Inconvenienced

Feelings:

Frustrated

Annoyed

Furious

Let down

Disgusted

Unhappy

Unsatisfied

Disappointed

Miffed

14% Communication

Feelings:

Frustrated

Let down

Furious

Disgusted

Annoyed

Disappointed

Displeased

Unsatisfied

Anxious

Offended

11% Financial Loss

Feelings:

Frustrated

Annoyed

Furious

Disappointed

Anxious

Miffed

Disgusted

Let down

Unhappy

6% Quality of product

Feelings:

Annoyed

Frustrated

Unsatisfied

Disappointed

Displeased

Let down

Offended

5% Delay

Feelings:

Frustrated

Let down

Furious

Disgusted

Unsatisfied

Annoyed

Disappointed

5% Fraud

Feelings:

Frustrated

Annoyed

Furious

Unhappy

Offended

3% Other

Feelings:

Let down

Frustrated

Annoyed

3% Returns

Feelings:

Annoyed

Let down

Frustrated

Disappointed

3% Rudeness

Feelings:

Frustrated

Unhappy

Annoyed

Furious

Disgusted

2% Discrimination

Feelings:

Annoyed

Disappointed

Disgusted

2% Embarrassment

Feelings:

Disappointed

Disgusted

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