A media and internet service provider should do better.

same old...

I have recently changed my multi-media package. Although I am reasonably happy with the service Virgin Media provide, making changes has previously been error prone.

This time has been no different.

I wanted to upgrade my broadband. I requested a wireless G-router and a USB aerial for my home network. I changed the TV package at the same time.

I did this via the Virgin Media website on 6th October.

On the 10th October I receive an email telling me they have now “actioned” my request. On the 12th October a package was delivered containing the requested G-router but no aerial.

So, I phone up and a nice Indian lady accepted it was as it was their mistake. I would be sent the aerial and my account credited with its cost.

The aerial arrived on the 15th. Result

On 21st October a letter detailing the services I now have arrived. It incorrectly billed me £30 for a wireless N-router.

So, I phone up and a nice Indian gentleman told me, as far as he could tell, I had been sent an N-router. But he promised to make a note on my account that I had received a G-router and credit my account with the £30.

Virgin Media’s left hand appears to have no idea what its right hand is doing. They probably have multiple IT systems with very flaky connections between them.

Not surprising really. The current Virgin Media was created by a number of takeovers and mergers. Such a process often results in imperfect IT. It is expensive to integrate the different IT systems.

One reason why such a process often fails to deliver on promised value.

Update

Popularity: 6%