Letter: If only Virgin Media would listen
Tuesday 10th May 2011, 6:00AM BST.
Letter: I have my phone with Virgin Media and I have my bills online. As their call centres are in India and I am hard of hearing and cannot understand accents, I use e-mails if I have anything wrong.
I sent an e-mail because of a problem and asked them not to phone.
They phoned to say they had sent an e-mail and then phoned to ask if I had read it.
It seems the problem can only be resolved by phone.
I will go back to paper bills.
Tom Brazier
Telford
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I have the same problem with T-Mobile. They prefer you to phone because it costs you money and they can keep you waiting in a queue. They discourage complaints by email by making it very hard to find their email address. Finding a geographical address to write to is impossible. When you request a response by email they ignore it and the next thing is you get a call from someone with a thick accent in some far-flung corner of the world who hasn’t got a clue. Following this you get a string of text messages asking you how they had performed. Large organisations in the 21st century just don’t care about customers any more and dealing with them is very frustrating.
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Hi
This doesn’t read well, apologies for this.
Usually an outbound phone call would be made when an account specific enquiry needs to be answered (phone call as Data Protection checks need to be passed with the answering of specific questions etc) but we do have provision in place for alternatives for the hard of hearing.
We would like to look into this further to see what we can do to help and are reaching out to the Shropshire Star to see if they don’t mind passing on some contact details to you for you to send us some more info (as there’s not too much to go on in the letter).
For info, we do have plenty of other online help information available on virginmedia.com, where there are also our help & support forums to help our customers. We also offer help via Twitter (@virginmedia) and Facebook (http://www.facebook.com/virginmedia) too if that’s of any assistance.
Many thanks
Alex Brown
Head of Customer Experience
Virgin Media
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Good use of Google Alerts.
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i dont think for one munute that the sales of
of goods act is out of date most companys are skirting aroud these rules,virgin media is a rip of and if you ring up for thier bundles on a selected number they shunt you on a different package a lot more then you can afford, they suspose to give a dicount for part timers and unemployed or elderly but having a call centre in india is a joke to make you pay more on your bills,virgin also us late payments of £10 all the other providers dont charge that it will lead to debts if that is a problem if owe more to them say £60 they will put anther £10 on that and so forth,it all comes down to consumers rights and the sales of goods act need tighten up with more tougher laws ave watch on the bbc and watch dont get done get dom or on bbc iplayer, it will show how these companys get away with it on twitter you can trash them or set up a webbsite cliaming a complaints against them if mr alex brown dose clear it up its beggers beleave the only thing i beleave in is bent
officials like very thing eles gose on in this country or over the world money talk and companys will walk over the consumers they dont care less about you most company hide behind some eles you get shunted to one to another, and you find most companeys email
they avoid you like a plauge its called evading the facts its best to fight in a corner and get addvice from cab and use leagle firms to act on your behalf if they ave broken the law.
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just tell them that you want to cancel they’ll soon have someone from a British call centre
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Your not the only one that has this sort of trouble,
I have tinnitus and can’t use the phone, despite declaring this to service providers they still phone me. In my experience not a single service provider considers the high number of people whose hearing is impaired.
A clear case of disability discrimination.
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In fact the call centre I get through to is in South Africa and they are quite easy to understand. Perhaps you should get a special telephone (induction loop?) for deaf people.
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all the companies now use the jumbled accent army i too find it most distressing if on internet the next best thing is a home-visit
if still not happy–change supplier
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