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 [email protected] type email for interested customers to get on to the notification list.
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 [email protected] type email for interested customers to get on to the notification list.
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Goal
100 signatures
Goal: 100
Latest Signatures
11 November 2015
21 September 2015
17 August 2015
98.
Andrea Keller
|
Very unsatisifed with the lack of service and constant cutting off of phone calls and internet disconnecting... wait time to speak to some one is totally unacceptable.. want out of my contract NOW!!!
14 June 2015
97.
Luke G
|
My broadband barely works and i want to disconnect before my 30 day trial period is up. I called and waited on hold for 30 min, was hung up on, called back, waited on hold for 40-45 minutes, the phone disconnected before I was able to speak to an operator
9 February 2015
96.
Ian D
|
This petition is surely a bare minimum of expectations, I have found the service appalling, and obviously the need for this petition is an indicator that Virgins standards are below acceptable
14 November 2014
95.
Elvio S
|
The monthly cost for poor performance and drops for Wireless Virginbroad is not justifiable compared to Dial-up or DSL
4 November 2014
94.
Paul G
|
Issues should also include the Claytons Connection Issue (ie when the modem says it is connected, but it really isn't)!!
24 August 2014
15 August 2014
20 July 2014
15 July 2014
17 March 2014
5 March 2014
16 February 2014
87.
John G
|
Disappointing service. If my contract was to end today I would not continue the service.
30 January 2014
86.
Ian P
|
the service is getting worse not better 6months is giving them a good chance to prove themselves, but to no avail sadly it is an offer" Too good to be true"
11 August 2013
1 August 2013
17 June 2013
28 March 2013
27 March 2013
22 February 2013
21 February 2013
3 January 2013
13 November 2012
14 August 2012
76.
Liz U
|
I wish I had taken note of the early warning signs -- ie, having a 'customer service officer' hang up in my ear when I dared ask to speak to his manager as he was not providing me with satisfactory answers to my questions -- and never signed up with this
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