Recently we've consolidated our media services, saving around £20 a month, but not without some pain. We had TV and calls from Sky, phone landline from BT and broadband from Virgin Media. Now all comes via Virgin Media. The problem was the phone line, for which we had a new number: BT did not disconnect the old line and I found out today we were still being charged line rental and will do so for another 30 days cancellation period. Virgin Media should have informed them to disconnect, but did not.
I contacted BT first to find out what was going on: helpful UK
call centre and all explained clearly. Then I contacted Virgin Media's
call centre - big problems! Although I have had very helpful call centre
operators in India before so have nothing against these as such, the
Virgin Media experience was NOT a good one. In all, I was on the call
for around an HOUR and passed between a good number of Indian operators
getting not very far. Then the line went dead and a Scottish voice said,
"hello, do you have a problem with your phone line?". At this point I
muttered "God give me strength" when I thought I would have to explain
everything all over again. Luckily Jamie, the VERY helpful Scotsman, had
my notes and was able to resolve the issue: Virgin would refund the
line rental if I sent a copy of the final BT bill to their head office.
I contact Sky to confirm I was no longer being charged for calls. Again
a very helpful Scottish lady, Donna, answered. She checked details and
confirmed there were no more bills to pay and their contract had been
BT UK call centre: 8 out of 10
Virgin Media Indian call centre: 3 out of 10
Virgin media UK call centre: 8 out of 10
Sky UK call centre: 8 out of 10
When the Virgin contract expires in 12 months I shall think long and hard about what to do. So far I have been less than impressed with their service.