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

Let down

Disappointed

Furious

Frustrated

Annoyed

21% Communication
Feelings:

Furious

Let down

Disgusted

Disappointed

Frustrated

21% Inconvenienced
Feelings:

Furious

Frustrated

Let down

Miffed

Disgusted

14% Financial Loss
Feelings:

Furious

Frustrated

Miffed

Annoyed

Disappointed

Disgusted

7% Discrimination
Feelings:

Annoyed

Disappointed

Disgusted

7% Embarrassment
Feelings:

Disappointed

Disgusted

Telecom Customers

Most talked about by Telecom customers

High
Low

How this makes Telecom customers feel

High
Low
28% Customer Service
Feelings:

Frustrated

Furious

Disgusted

Let down

Annoyed

Disappointed

Offended

Anxious

19% Inconvenienced
Feelings:

Furious

Frustrated

Let down

Disgusted

Annoyed

Miffed

Disappointed

16% Communication
Feelings:

Furious

Frustrated

Annoyed

Disgusted

Let down

Offended

Anxious

Disappointed

14% Financial Loss
Feelings:

Annoyed

Frustrated

Furious

Disappointed

Miffed

Anxious

Disgusted

Let down

5% Fraud
Feelings:

Furious

Frustrated

Annoyed

Offended

5% Quality of product
Feelings:

Annoyed

Frustrated

Offended

Disappointed

Let down

2% Other
Feelings:

Let down

2% Rudeness
Feelings:

Furious

Frustrated

Disgusted

2% Delay
Feelings:

Furious

Frustrated

Disgusted

2% Returns
Feelings:

Annoyed

Disappointed

Let down

2% Discrimination
Feelings:

Annoyed

Disappointed

Disgusted

2% Embarrassment
Feelings:

Disgusted

Disappointed

Most positive experiences about Telecom companies

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  1. Virgin Media
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  3. Sky
  4. British Telecom

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