A customer experience about Virgin Media

Status: Approved

#CustomerService #Communication #Inconvenienced  Furious Frustrated Let down 

Kindly shared by Anonymous

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

Frustrated

Annoyed

Let down

Disappointed

Furious

Unsatisfied

24% Inconvenienced
Feelings:

Furious

Frustrated

Let down

Miffed

Annoyed

Unsatisfied

Disgusted

18% Communication
Feelings:

Furious

Let down

Disgusted

Disappointed

Frustrated

12% Financial Loss
Feelings:

Furious

Frustrated

Miffed

Annoyed

Disappointed

Disgusted

6% Discrimination
Feelings:

Annoyed

Disappointed

Disgusted

6% Embarrassment
Feelings:

Disappointed

Disgusted

6% Delay
Feelings:

Unsatisfied

Annoyed

Frustrated

Telecom Customers

Most talked about by Telecom customers

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Low

How this makes Telecom customers feel

High
Low
28% Customer Service
Feelings:

Frustrated

Annoyed

Furious

Let down

Disgusted

Disappointed

Unsatisfied

Offended

Anxious

Displeased

Unhappy

19% Inconvenienced
Feelings:

Frustrated

Annoyed

Furious

Let down

Disgusted

Unsatisfied

Unhappy

Miffed

Disappointed

14% Communication
Feelings:

Frustrated

Let down

Furious

Disgusted

Annoyed

Disappointed

Offended

Anxious

Unsatisfied

Displeased

11% Financial Loss
Feelings:

Frustrated

Annoyed

Furious

Disappointed

Disgusted

Anxious

Let down

Miffed

Unhappy

6% Quality of product
Feelings:

Annoyed

Frustrated

Unsatisfied

Displeased

Offended

Disappointed

Let down

5% Delay
Feelings:

Frustrated

Annoyed

Unsatisfied

Let down

Disappointed

Furious

Disgusted

5% Fraud
Feelings:

Frustrated

Furious

Annoyed

Unhappy

Offended

3% Other
Feelings:

Let down

Frustrated

Annoyed

3% Returns
Feelings:

Annoyed

Let down

Frustrated

Disappointed

3% Rudeness
Feelings:

Frustrated

Furious

Disgusted

Annoyed

Unhappy

2% Discrimination
Feelings:

Disgusted

Annoyed

Disappointed

2% Embarrassment
Feelings:

Disappointed

Disgusted

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