Virgin Media Outage in Leatherhead, Surrey, England

@virginmedia waited 25 minutes before I got through and then your unfriendly staff member hung up on me whilst ‘searching for information’ 🤨🤨🤨. My internet never works and I’m getting 0 help....

@virginmedia can you fix your WiFi I’m actually sick of this rubbish

So we’ve waited 4 weeks for @virginmedia to install our TV and WiFi, telling us it’s been in the flat before, they get here finally and say it’s never been in the flat and we can’t have it! So they’ve left and we’re back to square one....

@virginmedia 4. The store owner has better customer experience wisdom and allows me to take the package (after seeing my ID), but keeps the barcode on the package and asks me to text me the code when I receive it.

@virginmedia 3. I now embark on a painful 55 min call with your customer service folks on phone, with no one able to trace what this 7 digit code is or why is it not mailed to me beforehand.

@virginmedia : honestly I am baffled by your customer experience! Had ordered a broadband connection and had to collect from a store nearby. 1. Address not given. No email, no text and not even available on the logged in section online.

@virginmedia tried to contact several times to discuss outcome if my complaint but unable to get any joy, this is after you contacted my to say we have an update! It’s so badly ran it’s untrue 😡

@LoveMarbs7 @virginmedia @richardbranson @skytv_ Much appreciated for that email address, I will be firing off a email tomorrow. I'll give some home truths about her poor management

@LoveMarbs7 @virginmedia Tell me about it this has been going on since June poor service poor management poor customer relation but they still want to take my monthly subscription

@virginmedia Ok but I will try the first link first. As I want to resolve this on a high authority this is bad customer service

@virginmedia All I want is someone as determined as you are in resolving the way I have been treated and the lack of service that I have not been provided with

@virginmedia No I do not have a reference this has been going on since June of this year it's disgraceful how I am being treated poor management poor service

Virgin Media I would not recommend you to my worst enemy after being promised 8 times a manager will call me back within 1 hour disgraceful

@virginmedia The fee is to change my husbands name (which actually has wrong initials) to mine as I have always paid for it and dealt with it. You also want to close down account and start another with new direct debits!!

@Jennie_Dale @virginmedia I love good customer service 🤥 can't be as bad as @DirectLine_UK

@virginmedia Ok is there a number that I can telephone or department that I can ask for. I wish all advisors was determined resolving my issue as you are.

@virginmedia I have been with you for 7 years now and each time I think this service is getting worse and worse depending on who you speak to

@virginmedia It seems ok the last few times I have checked it, but the whole point of this is that several months have passed with poor service poor management and me getting not the service I am paying for. Only time you want to telephone is when you want more money

@virginmedia Yes and my hardwired connection was terrible as well paying for 350mb was only receiving between 40 and 70 MB on download. The Wi-Fi I resolve with my £400 mesh system

@virginmedia In the last 2-weeks I have spent £400 on a mesh system to get the service that you should be providing.

@virginmedia I called several times about my broadband to be promised a manager would telephone me back no one never did then you call me back asking for more money not good customer service don't you think

@virginmedia It was from broadband team the gentleman name was Robert. He was not listening to anything I had to say he was beginning to annoy me so I had to put the phone down before I said something I would regret

@virginmedia I telephone back in June to report an issue only to be fobbed off by one of your call representatives. Then I telephoned again in August because my issue had got worse to be promised a manager will call me back on several occasions no one did.

@virginmedia Buyer be ware... virgin lies and also have selective memory .. can’t wait to end this contract ... will never buy from you even if you were the cheapest .... #badsupplier #london #unprofessional

@virginmedia your service level is shameful. Some people have to work for a living to pay your high prices - yet you treat our services as a treat to be given randomly like a capricious parent. Fed up with your shoddy service.

@SkyHelpTeam WORST company I have ever signed upto in my life. Made a bad decision to leave @virginmedia and it's time sky own up they messed up and dodge all of my calls and complaints and when asked for a final letter so I can complain to @Ofcom they refuse too.

@virginmedia If u did appreciate the feedback u would have read the complaint & not left my son phoneless whilst travelling selling a 900£ phone that doesn’t work on your network how is that helpful You have not resolved anything

@virginmedia I'd rate as top 5 worst #CustomerService #CustomerExperience ever. I wish I never left Sky.

@virginmedia how stupid are you, said I would leave 5 months ago, so retentions offered me a new deal until May 2020, so agreed £82 a month, 5 Months later still paying over £100 and every month I call and get told we will sort it, think I should just go to @sky #hopeless

@virginmedia they said "I wish I could help however, being from Technical message team we do not have the access to check bills or package change"

@virginmedia I'll call later about my issue but figured I'd let someone know about the messaging issue, just in case no-one else has

@virginmedia Not enough though to proactively get someone to call me to help me. Just to reply to the message. Well done John. Fantastic customer experience for me! #virginmedia #shamblescustomerservices

@virginmedia Still no@broadband service after following troubleshoot steps. Please get your sh*t together.

@virginmedia No internet since 1pm today, I’ve got a business broadband account, appalling customer services ... they haven’t a clue what’s going on. Online Service status page showing “All green” ... Liars!

@virginmedia So basically your as pointless and useless as the agent I spoke to yesterday. You've listened to my complaint and not moved it on or helped. You've asked me to contact them AGAIN. why did u bother asking me for all the info. Total pointless exercise. Very disappointing.

@virginmedia I used your on line option of raising a complaint as the previous call took 30mins. Could handle another long call. Nothing has happened so chased it up yesterday. 45min call and nothing resolved. Agent just said someone will call me today. So far no call.

@virginmedia My new price would be cheaper. All brilliant. I then rec'd an email to say thanks for the changes to the package and I've had things removed. I asked on 3 occasions that was anything changing, agent said 100% no! Totally lied too. Very poor. Please explain how this is acceptable

@virginmedia No COM number. Email from resolution team saying sorry got a complaint. The guy I spoke to yesterday chasing up the complaint was dreadful. Put me on hold for 30mins of a 45min call. Ended up by saying the person handling this will call me. Clearly wanted to get rid of me.

@virginmedia I've made a complaint over a month ago without a response. Your not following your own complaints procedure. I followed up with a call yesterday, constantly placed on hold, 45mins later told someone would call me back. So far no call!! Someone call me please!

@virginmedia We just have a Fibre m50 broadband package, no TV. We’ve rebooted several times and this does nothing. Nothing unusual with modem lights, just a very slow connection, 4mbps. Only one device maximum works on the WiFi at a time which isn’t right.

@virginmedia Stop replying to other people’s tweets and just tell me how I can get the internet up to the speed that I pay for / my contract states as a minimum requirement. Otherwise I will cancel.

@mac1882thfc @SkyHelpTeam @virginmedia Been with @virginmedia in the past & had loads of issues with them in my area unfortunately & the hiking up on charges was not helpful despite being a loyal customer of 16 years & poor customer services attitude.

@virginmedia No problem with Netflix or anything else on my virgin digital tv . Oh have however been charged for a whole box set of a show I actually can’t watch . Tried numerous of times but have now given up

@virginmedia your broadband is useless. Your customer service is non-existent and your product is a joke.

@sadbuttrue @virginmedia I left after a year of problems

Predictably depressing experience calling @virginmedia to cancel contract this afternoon. *On hold for several mins. * Offered £2 off contract monthly by automated answer phone message when I navigate through phone menus saying I want to leave. Say no on touchpad.

For the 14th day in a row there is WiFi issues with @virginmedia in #Teddington. Web chat team unavailable, stupid long wait on phones and the twitter team will give useless info like usual.... #fedup

@virginmedia What a joke. Jack up my bill for £5 a month with no notice. Argh time to look for a new service provider I think .

@virginmedia can someone contact me about my very poor broadband service, please. I consistently have to use 4G in my own home!! I have tried calling, messaging, complaining for months now, but no one gets back to me..!

Crashed #virginmedia again. All day no #WiFi Shite customer #servicevirginmedia No #internet all day. 40 minutes on hold. Hung up in disgust. #worstwifiprovider Moving from #virgin now. #shiteservice

@pie1883 @virginmedia Already had multiple calls over years, with poor to not resolution of problems. Then hassle phone calls trying to get us to switch packages when we opted to cancel and failure to respond to complaints and such… It’s like being hounded.

@unit_1974 @virginmedia We had similar issues when we cancelled. It meant a lot of time on hold but it got sorted. Won’t be going back though

@virginmedia That's the reference I was given on a call with Surendra 27/09 - so only have what I was told on the phone. I've not had anything in writing... which is part of the problem.

@virginmedia customer services is horrible

@virginmedia it's absolutelt ludicrous the customer service

@virginmedia Had to cancel all my services with your company because you wont allow me to upgrade to faster broadband or give me a reason when ive been a customer since the company was called telewest. :@ :@ :@ nothing but problems

Tbh I couldn't really tell if snapchat is down because @virginmedia never works #snapchatdown

@virginmedia Rather see if he actually replies becuase ive had 7 days of stress tryna sort out my bill. Complaint raised hopefully eacaleted. Just very annoyed and angry. For something that i was suppose to get turned out to be wrong. So wanted to see if anyone at virgin media cares bout us

@virginmedia no mobile signal now for 4 hours carnt make calls or receive calls wot is goin on

I’ve now had two messages from @virginmedia threatening to Charge us for equipment WHICH WE HAVE ALREADY RETURNED! There is no way to respond to the message and I don’t like being threatened! You customer service is getting worse!