excellent customer service via email

[ffcphone]

In our previous flat we had been Virgin Media (and all its previous incarnations) for over 5 years and initially took landline, TV and broadband services from them. However, when coupled with two additional subscription services on our phone line (caller display being one) our monthly spend was of the order of £60-£70.

A couple of years ago we dropped the TV service and instead bought a Topfield PVR which we enjoyed the use of right up until the day we moved. However, the loss of certain non-premium but also non-Freeview channels was a slight annoyance for my fiancee.

Upon moving, we asked Virgin whether we could migrate our subscription to our new apartment, the other side of town. Initial searches indicated whilst the street we were in did have Virgin cables, the location of our apartment - set back in its own grounds some distance from the street - meant a "spotter" had to be sent to the locality and conduct a field survey. I was directed towards an 0121 number and invited to leave my details. The recorded system signed off in a manner indicating I had not in fact requested a "spotter" but rather I had indicated my interest in Virgin Media at some point in the future although a further call to Customer Services told me otherwise. Some weeks later, and without a word from Virgin Media, we lost patience.

Our landline is with BT, a mandatory requirement for 12 months as we have a new contract with them, but we have Sky+ and Sky Broadband and we pay £40.50 a month. This compares favourably with the £60-£70 a month we were paying to Virgin Media and we didn't even have their TV service!!

My only concern with Sky Broadband came recently when I noticed our Sky router synchronising with the exchange at 7Mbps even though online checkers suggested 8-16Mbps was possible, the Sky+ engineer who lived locally advised he got 11Mbps and we did susbcribe to Max in the first place.

I noted this to Sky Customer Services by email and within 48 hours I got a response saying my line had been reconfigured to 10Mbps, the maximum possible for us. Sure enough, when I got home, it was.

It's refreshing to receive prompt customer service which doesn't require a number of additional follow-ups when responses are incomplete or jibberish. Don't get me started on BT!!!

F

[NewsreadeR]

Nice to see some positive feedback.

The biggest problem is getting through to the person, who is the right person to deal with your problem / issue.

Once you get through to this person, things are usually pretty much sorted.

[korky69]

just had my sky bb switched on today after nearly 3 weeks since the switch,
not sure what happened,
i think it was a fault with bt when virgin cut my previous supply,
even went without the phone for 10 days!
but have to say, sky were always calling me with the progress,
twice a day sometimes, even if nothing had changed.
if only sky tv's CS was the same as sky bb's!

[man of steel11]

am a bit of a newbie to all this ..but i had noticed since i was with sky..my broadband max was only hitting 7.1mbps..so i rang them today...explained what was happening ...and ...boosh...up it whent...to 16.3mbps..so now its a case of waiting ..to see about a refund...so i put it to the kind lady..i would prefare a nice new hd box..instead...lol..with free installation...so..like you said....a very happy chappie...thing is now...we should all get together and fight the hd payment...lol

[krysis]

Its nice to see some positive feedback here!!