Tag Archives: customer_service

Virgin Media Email Contact

This is quite a discovery, anyone who is a Virginmedia customer will be amazed.  Hopefully Google will do its thing and this solution will bubble to the top …

NB: all info is accurate and correct at the time of posting

tl;dr Email the CEO

If you want to penetrate Virginmedia’s anti-customer service shield, send your emails to tom.mockridge@virginmedia.co.uk

Customer Service in 2016

As many Virginmedia customers know, the company goes out of its way to ensure there is no way to contact customer service with any complaint about their service you might have.  One of the top broadband providers in the UK, Virginmedia has no publicised email contact details.

Currently the options available for contacting Virginmedia are:

  • a buried Chat option which, even if the first link says it’s available, a second click through tells you to try again as no operators are on hand
  • a premium charge customer support number, so you not only have to wait at least 20 minutes on hold, but you get the pleasure of paying to waste your time to report a problem that’s not even your fault

Google Gems Not On First Page of Results

Fed up with these options I decided to invest some time trying to discover how to contact Virginmedia.  This is a large organisation, right?  There must be some people sitting in front of computers that can deal with customers, right?

I had recently signed up for their home broadband package and instead of getting the advertised 100 mb/s broadband speed,  Virginmedia is only delivering around 3 mb/s.  This is during evening “rush hours”, which are from around 6pm to 10pm, which is pretty much the only time you want your home internet connection to work.

It turns out that the 14th result in Google for “virgin media email contact” is this rather strange item from a website that claims it hosts contact details for CEOs of big corporates:

virgin

When you click the link you are taken to a page which indeed provides the email address of the apparent CEO of Virgin Media.

I had typed a complaint email to Virginmedia reasonably voicing my complaint and up until now it had been unceremoniously bounced from emails like help@virginmedia.com and enquiries@virginmedia.com, revealed from previous searches.

Not willing to be fobbed off, I shot another email to the apparent CEO of Virginmedia.  For reference, that email is tom.mockridge@virginmedia.co.uk

What do you think happened?

I got a call within 15 minutes

I got a phone call within 15 minutes with a very helpful chap on the end of the line who was not reading from a script, wasn’t located over 10,000 km away, and in fact was very keen to address my complaint, resolve it, and who ultimately offered me a goodwill credit sum of £60 for the poor service I had received.

Internet: 1
2016-Style Customer Service: 0

Concrete Results

goodwill

Update 1

The date Virgin promised a fix for unfortunate customers in Ealing, London, UK has long gone and no fix is available.  The 100 mb/s package regular maxes out at 3 mb/s during prime time.  I complained again and this time was given only a £10 discount/month.  It seems unlikely the Virgin will be able to deliver what is promises.  I should point out that I got an almost instant response to my complaint, however, using the technique above again.