16 May 2011

Very annoyed with Virgin Media

Each week end for the last few weeks my dial up internet has been failing. Either no dial tone or get engaged tone when I dial up. My phone and Internet are both through Virgin Media so I've been calling their customer service line. Calling at the weekend, when the problem happens, is a disaster as only their Indian call centre is on duty so it's 40 minutes navigating their IVR and on hold to finally get through to someone who can't understand my accent or deal with anything that isn't in their script, who eventually says they're passing me to someone who can resolve the problem then another 30 minutes on hold when their system finally drops the call. I finally got through this morning and spoke to someone with a faint Scottish accent who could understand my Brummie accent. She called up their internet support section who said I'd have to call them direct on the premium rate number. This was 08:14 (according to the clock on BBC Breakfast). I called the nujmber they gave me only to get a recorded message to say that their office doesn't open until 08:00 (i.e. about quarter of an hour ago). I waited about 5 minutes and called back but just got the same message.

I do think that there's something seriously wrong with making a technical support line premium rate. This is something that is clearly a problem at their end, I'm calling their internet dial-up number and getting an engaged tone. This should not happen, yet they want to charge me to resolve it!

Not happy, very annoyed.

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