A customer experience about Virgin Media

Status: Approved

#Inconvenienced #Delay #CustomerService  Annoyed Frustrated Unsatisfied 

Kindly shared by Anonymous

What happened

Home move team failed to do their job which has left me without service. I notified them a change in move date in advance, in accordance with thier policy, they didn't process it and have disconnected my services. I complained and was told my services would be back on in 4 hours. They weren't. Now I'm told it can take up to 72 hours. It's their error but they aren't rushing to fix it. Leaving me unable to work from home. I've no internet TV or home phone. I spent 6 hours on my mobile trying to get this sorted yesterday but with no sucess.

What I wish had happened

The home move team processed the change in date as they assured me in writing they would do. That the service was resumed in the 4 hours as I was assured in writing they would do. That the complaint I made wasn't closed until after the situation had been fully resolved. I would like to be compensated for the stress and anxiety this has caused.

Where this happened

On a mobile app - Virgin chat and virgin wattaspp

Virgin Media Customers

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How this makes Virgin Media customers feel

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29% Customer Service
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24% Inconvenienced
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Furious

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18% Communication
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Furious

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12% Financial Loss
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Furious

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Miffed

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6% Discrimination
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Annoyed

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6% Embarrassment
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Disappointed

Disgusted

6% Delay
Feelings:

Unsatisfied

Annoyed

Frustrated

Telecom Customers

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How this makes Telecom customers feel

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28% Customer Service
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Furious

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Unsatisfied

Offended

Anxious

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19% Inconvenienced
Feelings:

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Furious

Let down

Disgusted

Unsatisfied

Unhappy

Miffed

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14% Communication
Feelings:

Frustrated

Let down

Furious

Disgusted

Annoyed

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Offended

Anxious

Unsatisfied

Displeased

11% Financial Loss
Feelings:

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Furious

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Anxious

Let down

Miffed

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6% Quality of product
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5% Delay
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Furious

Disgusted

5% Fraud
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3% Other
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Let down

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3% Returns
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Annoyed

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3% Rudeness
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2% Discrimination
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Disgusted

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Disappointed

2% Embarrassment
Feelings:

Disappointed

Disgusted

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