Virgin Media Customer Services and the NTL legacy - HotUKDeals
We use cookie files to improve site functionality and personalisation. By continuing to use HUKD, you accept our cookie and privacy policy.
Get the HUKD app free at Google Play

Search Error

An error occurred when searching, please try again!

Login / Sign UpSubmit

Virgin Media Customer Services and the NTL legacy

hotyoda Avatar
7y, 5m agoPosted 7 years, 5 months ago
I had a bad bad bad experience with NTL a couple of years back. Frankly I'd rather forget the experience. I always said I wouldn't return to them if they offered me their services for free, gave me a full apology and licked my boots!

Now however I have the choice between slow broadband or signing up with Virgin Media. Could someone put my mind at rest and tell me that Virgin Media does not have the same Directors and Management as NTL....and that customer services has improved significantly?

Cheers
Tags:
Other Links From Virgin Media:
hotyoda Avatar
7y, 5m agoPosted 7 years, 5 months ago
Options

All Comments

(34) Jump to unreadPost a comment
Comments/page:
1 Like #1
There are several other ISP's you could go for, if you have a BT landline or are you looking at the bundles?

As for experiencers i've been with them for 9 months and never had a problem, everything works perfect and when I have had to call customer services (once to upgrade my bb + tv and another time to move house) they have been very helpfull.
#2
NTL bought out by Virgin and Richard Branson... not sure about Directors, but Mum's been with them for BB for 7months and they fine. No probs whatsoever
1 Like #3
As a long-time NTL and now Virgin Media customer I can honestly say........


It depends! I think the billing and accounts have improved enormously. The Customer Service is more responsive, but they still use the same flow charts, still try to book an engineer call when they get to the end of the flow chart and then quietly inform you that if the engineer calls and you dont answer, you'll be billed! So no change there.

Overall, the actual services work well, my BBand is a reasonable 6-10Meg on average (slows in the evenings but not too much) and the phone is faultless. Dont have TV so cant comment.

Not sure if this helps but unless it was massively cheaper, I wouldnt switch to anyone else.
#4
rwm24
There are several other ISP's you could go for, if you have a BT landline or are you looking at the bundles?


Speed of my copper line will always be slow no matter who supplies the broadband. Only way of speeding it up is to get fibre optic in......and the only people who supply that are.....
2 Likes #5
I had something similar to your experience with NTL and told them to stick it. Switched to copper broadband and could only get 0.5M speed. Found this site and found I could get LLU broadband from Talk Talk at 2M so switched.

http://www.samknows.com/broadband/search.php

Have a look if any companies have enabled LLU at your exchange and it may give you more options than NTHell (don't care if they are called Virgin as I am off them for life).
#6
virgin internet is poo!!!!! dont do it!!!!! I live practically in the centre of leeds (with parents)....they been paying for 20mb internet for the past 5 years....never ever got it, just realised it runs on average between 3-6mb!!!! Everytime they call CS to complain/get em to sort it out nothing happens....would personally stay well clear
(only reason we are with them is as we have the phone/tv/internet bundle with them, so the only like for like option is Sky, and my dad wont get a sat dish...so kinda stuck with em!)
#7
You will have bad experiences with every company. Its just the way things go.
#8
I have virgin media 20mb and i get 19-20mb almost all the time, very reliable.

customer service has improved recently they used to charge you to call the internet support now its free from a virgin line
#9
Currently I'm living in a location where cable is unavailable - and boy do I miss it! Every time I go back to visit my family in the city I get jealous of the 2mb/s download speeds I can achieve on NTL. We had several bad experiences with them, have been with NTL for about 6 years I think. The worst experience was about a week of no internet, but then ever since that saga they appear to have stopped charging us for our internet... so we get a 20mbit line for free, well my family do anyway.

I can't really comment on customer service of recent, but I'd crawl through a mile of glass for the chance to get cable again.
#10
It all depends on circumstances and your problems. You can have bad experiences from the best of companies and then the same for the other way.

I have been with NTL/Virgin for more than 3 years. never had a problem. In the whole of 3 years I have been without broadband for only a couple of hours. In my opinion - good service...!
#11
Thanks for all for your comments.

A mixed response I suppose. God they were soooo horrible though. As deathrap300 says “you will have bad experiences with every company” but this was way way over that. I can only describe it as corporate bullying and no doubt that’s the type of experience Martinhb (and maybe lil tiger) had/has.

Marmalade47, your engineer visit billing experience was along the lines of my experience. The final straw came when they basically threatened legal action if I didn’t pay for their set top box to be returned even though they failed to pick it up when I moved house…(along with many other poor experiences).

Seems that there have been improvements and Nickw90 that’s the kind of pricing that’d get me back (plus the boot lickin’ of course)…

Rsethi UR right “It all depends on circumstances and your problems” and my experience was pretty bad….sooo…on balance until I’m sure that the low life who used to run and manage the company and condoned pretty despicable practices are gone I don’t think I can bring myself to go back…even for a few extra Mbit.

Martinhb…I’ll check out LLU…cheers.
#12
Disco;5631748
NTL bought out by Virgin and Richard Branson... not sure about Directors, but Mum's been with them for BB for 7months and they fine. No probs whatsoever

It was a merger
banned#13
VM are excellent compared to the rest. There will always be some with bad experiences and they're the ones that whinge loudest.
#14
martinhb
I had something similar to your experience with NTL and told them to stick it. Switched to copper broadband and could only get 0.5M speed. Found this site and found I could get LLU broadband from Talk Talk at 2M so switched.

http://www.samknows.com/broadband/search.php

Have a look if any companies have enabled LLU at your exchange and it may give you more options than NTHell (don't care if they are called Virgin as I am off them for life).


I'm with tiscali and it looks like they are already LLU in our area (I get 1.4Mbits). Looks like Orange and Talk Talk also offer LLU in our area. Don't suppose you know if they are likely to squeaze any more performance out of the system?
banned#15
My advice would be that you get what you pay for - when you have the cheapest provider around, it stands to reason that they have cut costs elsewhere, and customer service is usually one of those areas where the cutbacks come first. If you are prepared to, or are in a position to, pay a little bit more, then you have the right to expect that the price you pay covers some increased level of service, but with Virgin, you get bog-standard.

All in all, considering how infrequent my need for customer service is, I would much rather pay less for my services every month and just suck it up when I do need to call, but in fairness, I rarely need to contact them, so this attitude definitely works in my favour.
#16
csiman
VM are excellent compared to the rest. There will always be some with bad experiences and they're the ones that whinge loudest.


yep

http://www.hotukdeals.com/item/240896/has-virgin-introduced-24-hour-bandw/








lol!
#17
Hotyoda,

if it helps, I know that most of the VM engineers/helpdesk techs use numion.com to check speeds.

http://numion.com/YourSpeed3/Run.php?QuickStart=MaxSpeed

I find this much better than speedtest.net as they rely on people 'lending' server access for testing. It also helps to know what the techs are using so you can check if they are lying!

I'm on a 10Mb subscription and regularly reach that and sometimes more - contention sometimes drops this during busy times but it sooo much better than the BT ADSL at work (these are supposedly 8Mb but never seen it in practice)

Good luck !
#18
RadoJo
My advice would be that you get what you pay for - when you have the cheapest provider around, it stands to reason that they have cut costs elsewhere, and customer service is usually one of those areas where the cutbacks come first. If you are prepared to, or are in a position to, pay a little bit more, then you have the right to expect that the price you pay covers some increased level of service, but with Virgin, you get bog-standard.

All in all, considering how infrequent my need for customer service is, I would much rather pay less for my services every month and just suck it up when I do need to call, but in fairness, I rarely need to contact them, so this attitude definitely works in my favour.


Just make sure you never leave 'em!
banned#19

I wouldnt call that whinging - more a query as to what was happening on those two days :whistling:

I see you got suspended. What you been up to now? :-D
#20
csiman
I wouldnt call that whinging - more a query as to what was happening on those two days :whistling:

I see you got suspended. What you been up to now? :-D


lol, someone called me a banker (with a w) and I said something like I'm the number one banker then (with a w).

I got suspended, the person who called me a banker (with a w) didn't.
banned#21
Benjimoron;5651192
lol, someone called me a banker (with a w) and I said something like I'm the number one banker then (with a w).

I got suspended, the person who called me a banker (with a w) didn't.

jeez - I did read that.

I thought the original comment was well OTT but am dumbfounded as to how you got suspended and the other ¬osser didnt! :x

the mods make some really weird calls sometimes
#22
csiman
jeez - I did read that.

I thought the original comment was well OTT but am dumbfounded as to how you got suspended and the other ¬osser didnt! :x

the mods make some really weird calls sometimes


I probably went a bit far in (as good as) using a swear word.

Would've thought the other guy should have got suspended for calling loads of people bankers!
banned#23
Benjimoron;5651941
I probably went a bit far in (as good as) using a swear word.

Would've thought the other guy should have got suspended for calling loads of people bankers!

makes sense! :thumbsup:
#24
csiman
makes sense! :thumbsup:


http://www.hotukdeals.com/item/331967/what-s-a-fair-punishment-for-someon/

I did raise the issue before when someone else called someone the same swear word. The person wasn't suspended either. It seems you're allowed to go round calling people bankers!

But you won't get suspended, the person you called a banker will!
banned#25
Benjimoron;5651972
http://www.hotukdeals.com/item/331967/what-s-a-fair-punishment-for-someon/

I did raise the issue before when someone else called someone the same swear word. The person wasn't suspended either. It seems you're allowed to go round calling people bankers!

But you won't get suspended, the person you called a banker will!

Are you still whinging? ;-):p

TBH, I wish i was a banker as then I wouldnt have to visit this site religiously :-D
#26
csiman
Are you still whinging? ;-):p


lol, I never let anything go! Always hold a grudge!
#27
Would you two bankers get off my thread?
banned#28
hotyoda;5652633
Would you two bankers get off my thread?

hey, variety is the spice of life dont you know :thumbsup:
#29
hotyoda
Would you two bankers get off my thread?


lol!

























Reported! Enjoy your suspension!


































lol!
banned#30
triple lol

and btw, VM CS has improved massively in the last 6 months.
#31
Disco
NTL bought out by Virgin and Richard Branson... not sure about Directors, but Mum's been with them for BB for 7months and they fine. No probs whatsoever


No, NTL bought virgin mobile and where allowed to use the virgin branding as part of the deal, nothing to do with branson and is the same company as it was when it was ntl.


Oh and in 10 years of ebing a customer ive never had hardly any probs and when ive needed an engineer they have sent one the next morning or even the same afternoon once.
banned#32
kungfu;5653207
No, NTL bought virgin mobile and where allowed to use the virgin branding as part of the deal, nothing to do with branson and is the same company as it was when it was ntl.


Oh and in 10 years of ebing a customer ive never had hardly any probs and when ive needed an engineer they have sent one the next morning or even the same afternoon once.

same here :thumbsup:

I even cut through my cable (doh!) and they came out the same day and repaired it gratis
#33
kungfu
No, NTL bought virgin mobile and where allowed to use the virgin branding as part of the deal, nothing to do with branson and is the same company as it was when it was ntl.


Oh and in 10 years of ebing a customer ive never had hardly any probs and when ive needed an engineer they have sent one the next morning or even the same afternoon once.


hmm still run by bankers then.
banned#34
hotyoda;5653485
hmm still run by bankers then.

you're pushing your luck :-D

Post a Comment

You don't need an account to leave a comment. Just enter your email address. We'll keep it private.

...OR log in with your social account

...OR comment using your social account

Thanks for your comment! Keep it up!
We just need to have a quick look and it will be live soon.
The community is happy to hear your opinion! Keep contributing!