Virgin Broadband - Better Customer Service

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As customers of Virgin Broadband, we are asking the organisation to listen to our plea for better customer service. An organisation that has locked us into a 24 month contract and provided an exceptionally unreliable service. We ask that Virgin:

1. Implement a status page immediately.... straight HTML without fancy coding can be done and tested quickly and is better than waiting for the bells and whistles system that is no doubt in the works.

2. Immediately implement a status message on the hold music.

3. Tell the truth.... we need to know that the problem exists and that it is being resolved... a likely 'return to service' date would be a bonus.

4. Ensure call center staff are able to accurately and in a timely manner know exactly what the outages are.... patch up a quick email notification system from one central person if necessary, until something better can be developed.

5. Ensure that each outage has an outage manager assigned... their job is to keep anyone interested informed via email... especially customers. Your simple html status page can have a link to a single statusmanager@vbbsupport.com.au type email for interested customers to get on to the notification list.

178 Signatures

  • Nigel Sweetman
    • Comments
    • Absolute worst ongoing service I have ever experienced.
  • Darrell
    • Comments
    • provide us with a real service please
  • anthonySKELTON
  • Mark Young
    • Comments
    • virgin = shonky
  • Jeremy Chu
  • Mark Harrison
    • Comments
    • concerned about towers down, but more disappointed by lack of communication and customer service
  • Travis
  • Danny Herrmann
  • James Axisa
    • Comments
    • look up my account details and call me. this is insane!
  • WalrusLike
    • Comments
    • See http://forums.whirlpool.net.au/forum-replies.cfm?t=910939&p=10#r182
  • Luke
    • Comments
    • Have never had an email replied to.
  • Steve Warren
  • Paul McLaurin
  • Shahriar Khan
    • Comments
    • В
  • Carter Wardle
    • Comments
    • Response from virgin always welcome
  • Colin Ross
  • Sebastijan Popovski
  • tony fitzgerald
  • Damian Wood
  • Jeremy Cooper
    • Comments
    • Good luck in getting any action any time soon!
  • Jack R
  • Toong Wong
    • Comments
    • Wait times are totally unacceptable
  • Christopher Sant
  • Paul Graham
  • Ela Preston
    • Comments
    • What service???
  • 'thedeano'
    • Comments
    • Luckily got out. VB@H = poor
  • Kin-Ping Hui
    • Comments
    • Virgin Broadband@Home service level is unacceptable!!!
  • Craig Wood
    • Comments
    • Havent had too much trouble but difficulty contacting support is unacceptable and better communication regarding outages or systems for flagging customers reporting similar problems in the same area should be a priority.
  • david smith
    • Comments
    • poor, poor service
  • Aaron Patterson
    • Comments
    • Terrible customer service, we've been tricked
  • Susanne Anderson
    • Comments
    • Please Virgin, Tell us the truth with why we can't seem to stay on-line for more then 10 minutes, Customer serves is weak, And it seems like noone care about us the all mighty important customer. Are you going under and selling us out?.
  • Graham hall
  • vanessa shute
    • Comments
    • I have for the last 3 days tried to make contact with support.
  • Paul Atkins
    • Comments
    • Shame I am stuck in a contract!!!!
  • steve burge
  • Richard Jary
    • Comments
    • Fix it, then you won't need better customer service
  • norm cain
  • Vince Frandina
    • Comments
    • Agree with all thats been said.
  • Rodney Mangos
  • Daniel Bull
    • Comments
    • 130 minutes waiting to be answered on the phone. You have got to be kidding.
  • Tee
    • Comments
    • should offer compensation every time you get disconnected....which would make it virtually FREE!I cannot understand whats happening,everything was working fantastic up until xmas time.
  • Peter Stevens
    • Comments
    • Springfield Lakes (4300)
  • Richard Unwin
  • Don Francis
    • Comments
    • This is an exceptionally poor service and dealing with it has exhausted me.
  • Adam Griggspall
  • Stephen Gillon
    • Comments
    • Please Virgin use numbers for broadband help on your site that one can actually get through to Virgin and not Sky Digital. Your customer care is at present non-existant and my broadband is tortoise slow.
  • Geoff Russell
    • Comments
    • Why are you still advertising? Just close up shop and go home.
  • Paul
  • Lydell
    • Comments
    • Very frustrating! Supoort is non existent.
  • Miles
    • Comments
    • Modem seizes and network drop out constantly