A Media Survey for Virgin
I always fill in surveys honestly, so when Virgin asked me how my broadband, TV and phones were going I told them in that way. I gave their service a score of 3 out of ten and said I wouldn’t recommend it to anyone else. They did allow me to give reasons and this is what I said.
1. I am still waiting for my previous BT number to be transferred. If I have to change it, then it’ll be an expense of several hundred pounds to change web sites and stationery.
2. The Virgin Media box has a poor interface, which I find irritating compared to my previous Sky+ box and Freeview recorder. Despite my stroke, I have a fearsome memory and if say I want a channel, I just type in the three-digit number. But with your box you must click OK as well. As I only watch and listen to about six channels anyway, that extra button is a real irritant. I have not used the record function yet, as it seems way to complicated. Remember, I made my money as a software designer, so I know about interfaces and your box interface rates about 1 out of ten.
I would give you 1 out of ten, but the support staff have been trying hard to get my number transferred and I think they are getting as frustrated with the non-transfer as I am.
I do hate surveys which just take scores as these can’t give meaningful results, when customers have had problems. They seem to work on the we know best principle and if you don’t like it tough!
They also had another box for comments at the end of the survey. I said this.
Because I’ve had a stroke and can’t read small print or use the telephone too well, I’d like to be able to e-mail problems in. What is the e-mail please? I also need that number transferred. BT say you haven’t asked them to do it and you say that BT sy the number isn’t active and other things. Something is seriously wrong. Or is it me, I once tried to transfer a number from Vodafone to O2 and it ended up with Orange. Only when Orange phoned me, did I realise why my late wife’s new mobile phone didn’t work!
James – Blogging as the Anonymous Widower
It will be interesting to see if I get anything more than the standard response.
The Anonymous Widower 
Virgin support staff are on the whole good, we have Virgin as our ISP and a phone line we rarely use, and cable TV. We are with the by default, we havent bothered to change as various takeovers have happened – we have been NTL, Nynex, Cable and Wireless and various others I dont recall. In our area they seem better than BT, my dad has BT and it was a nightmare to set up, and there are all sorts of problems.
Comment by liz | December 24, 2010 |