Article

Sofie Sandell
Sofie Sandell 20 August 2015
Categories

Virgin Media's Inconsistency In Their Customer Service Using Twitter

Virgin media reviews on Trustpilot an average of one star. Not good Virgin Media. I think you need to improve your game.

The digital world and social media have certainly changed a lot of things when it comes to customer service. I’ve used Twitter and Facebook many times to directly send a request for help or complain to a business and most of them have been quick to pick it up and redirected me into the right direction.



When I walk to the gym I’m passing several green boxes on the way, these have wires in them and are the basis for our broadband, phone and TV infrastructure. On a few occasions the door to these boxes have been left wide open because it’s broken, and it doesn’t look safe at all. Imagine a child sticking in his or her hand in it.

One day there were an engineer repairing one of them and I told him that there is another green box that is broken further down the road.



He asked me: ‘Is it a box like this one or smaller?’


I said: ‘It’s a smaller one.’


‘Ok, then it belongs to Virgin media, I’m from BT, but will make sure I send them a request to fix it.’


Weeks passed on and nothing happened with the broken green box. I decided to tweet Virgin Media. I took a picture of the green box on the street and tweeted it to Virgin media. They replied and the next day they fixed the green box. #ThankYouTwitterForThat


I’m not a Virgin media customer any longer, but I could see the damage the broken box could do to the infrastructure and wanted them to fix it for the public good.


Then a few weeks later I discover a new broken green box on the same street. I do the same thing again, I tweet to Virgin media. The reply I get from them is that they can’t fix it over Twitter, and that I have to call them. For me calling Virgin media feels like hell. I used to be a Virgin media customer and my experience with them wasn’t that positive. Tweeting feels much better compared to calling them.

 

After tweeting back and forth with the new person managing Virgin media’s Twitter account I give up. Now one week has gone and the other green Virgin media broadband box is still not fixed.

Shall I call them tomorrow? What do you think I should do?


Some people I know who lives in the area use Virgin’s broadband, and I know they have problems with the speed and connectivity. Maybe the damaged green boxes have anything to do with that?

 

The British society is obsessed with health and safety and I’m surprised that my second tweet was not taken seriously as the first time.


Big difference in consistency in customer service.

 

When I’m looking at the Virgin media reviews on Trustpilot I get a bit worried. An average of one star. Not good Virgin Media. I think you need to improve your game.


***

UPDATE 12th August


I made an effort to connect with Virgin Media over phone as they suggested about two weeks ago. It was all an automated voice mail connection where you left your details and address about the damaged green box. I passed the box yesterday and it’s still not fixed.


This is not great Virgin Media. A safe and secure broadband connection is a matter of necessity for people using it.



Here is the twitter history

Read More On Digital Doughnut

 

 

Please login or register to add a comment.

Contribute Now!

Loving our articles? Do you have an insightful post that you want to shout about? Well, you've come to the right place! We are always looking for fresh Doughnuts to be a part of our community.

Popular Articles

See all
Digital Marketing Vs. Traditional Marketing: Which One Is Better?

Digital Marketing Vs. Traditional Marketing: Which One Is Better?

What's the difference between digital marketing and traditional marketing, and why does it matter? The answers may surprise you.

Julie Cave
Julie Cave 14 July 2016
Read more
4 Important Digital Marketing Channels You Should Know About

4 Important Digital Marketing Channels You Should Know About

It goes without saying that a company can't do without digital marketing in today's world.

Digital Doughnut Contributor
Digital Doughnut Contributor 5 November 2014
Read more
5 Off-Page Methods to Improve Your Page's Position on Google

5 Off-Page Methods to Improve Your Page's Position on Google

On-page SEO is one of the things that is on the mind of every website owner out there, and there is a good reason for that. It is one of the key factors based on which Google will rank your website, along with other factors, such as backlinks, or the quality of your content.

Joan Selby
Joan Selby 20 April 2017
Read more
How digital and direct mail became best friends

How digital and direct mail became best friends

The propaganda from digital marketeers said direct mail was dead. Now they’re retreating with their tails between their legs begging to be let back in. After all, the already powerful direct mail can have even more impact when paired with digital. But how are the digital natives returning to direct mail and why?

David Amor
David Amor 26 April 2017
Read more
5 essentials of an agile content contingency plan

5 essentials of an agile content contingency plan

Theresa May’s decision to call a snap election should be a wake up call to any organisation that isn’t able to respond to unpredictable events

Miles Kendall
Miles Kendall 24 April 2017
Read more