There’s good news for Virgin Media customers today as ComReg has just announced its latest update on complaints received. However for eir its a disaster which is no surprise.
Virgin Media officially has the lowest rate of complaints compared to all competitors. Eir being particularly far behind with a ComReg complaint rate 50 times worse than Virgin Media’s. I have had my own issues with eir over the last year and customer service is a word they need to look up because it was a harrowing experience ( not only for me but for countless others which was widely seen on social and in the media) and only recently sorted after multiple spats on social media been fed the same scripted rubbish time and time again. As a virgin customer having moved from eir I can say they act fast and are quite good on social media.
Every other operator saw an increase in complaints, while Virgin Media has improved again with 0.028 in Q1 /19 compared to 0.040 in Q4 /18.
The research also looked at the length of time complaints remained open with each operator. Once again, Virgin Media topped the scoreboard with no contacts open for greater than 20 days.
Michael McCarthy, Vice President of Customer at Virgin Media, “We’re very encouraged by these results. We are delighted our investment in customer service is delivering ongoing improvements in overall service delivery and satisfaction ratings. Features like our new ‘Smart WiFi’ updates to our Customer’s WiFi Hubs will also help improve our customers’ in-home broadband experience even more.”