We'll Call You - Virgin Media

We'll call you: Virgin Media
We'll call you: Virgin Media

Mole was excited by an offer of free access to premium Spotify for Virgin broadband users. Alas, this turned to bewilderment when we tried to take advantage of it.

Virgin (After navigating a maze of options Mktg finally gets hold of a human.) Hi, you are through to (gives name.) How can I help you?

Mktg Hi, I'm a customer and I've received an email saying I can get premium Spotify for free for six months, but on the website it says I need to upgrade my service to 30Mb, even though I've already got 30Mb. (Gives postcode and payment details.)

Virgin You're through to the wrong department. It was an enquiry about Spotify, right? I'll put you through to customer services. (Mktg holds. The hold music is Subo.) Hello, you're through to (gives name), can I take your account number?

Mktg I'm calling about broadband and don't have my account number. (Gives postcode and payment details.) I have a simple enquiry about Spotify (explains situation).

Virgin You've already got it.

Mktg How do I access it then?

Virgin For that I will have to connect you to our technical team. I'm not really sure about Spotify, let me help you out. Please hold.

(Mktg is put through to a third call-handler.) Can I take your telephone number please?

Mktg I'm not calling on a Virgin Media phone. (Gives postcode and payment details for third time.)

Virgin Thank you. How can I help you with your broadband?

Mktg (Explains Spotify conundrum for third time.) Do you know anything about this?

Virgin I will help you with that (line breaks up a little) ... message you see on the screen.

Mktg Sorry, the line's bad; did you say I'm already registered?

Virgin I said I will take remote access if you allow me to, so that I can see the message on your desktop.

Mktg I'm at work so I can't give you access. Am I eligible for Spotify? That's all I want to know.

Virgin Just give me a minute while I put you on hold (Mktg holds.) When was the last time you saw the error message?

Mktg There is no error message. (Explains situation again.)

Virgin You are undoubtedly on 30Mb broadband, so can you call when you're at home so we can gain remote access to your computer?

Mktg OK, bye.

VERDICT: 1 out of 10

Awful. No resolution was offered. Mole had to contact the customer service team via Twitter to discover that Spotify was launched on Virgin at the end of last year, meaning the only way long-standing customers can qualify is to 're-contract' for another 12 months.


Before commenting please read our rules for commenting on articles.

If you see a comment you find offensive, you can flag it as inappropriate. In the top right-hand corner of an individual comment, you will see 'flag as inappropriate'. Clicking this prompts us to review the comment. For further information see our rules for commenting on articles.

comments powered by Disqus
Brand Republic Jobs

subscribe now


Lynx tells men not to leave love to fate
HBO captures awkwardness of watching sex scenes with parents
Primark to open first US stores with Boston chosen as flagship location
Marketing spend on the up but a reality check is needed before celebrating
Top 10 ads of the week: Jackpotjoy and BT Broadband fend off Kevin Bacon
Lidl beats Tesco to 10m Facebook fans
Center Parcs ad banned for encouraging parents to take kids out of school
Coca-Cola, Cadbury and Amazon named top brands for targeting youth market
Leaked document shows Nokia to be rebranded as Microsoft Mobile
Nike lays-off hardware staff in move that casts doubt on future of FuelBand
Greenpeace says save the bees or humans will die
What brands need to know about changes to VAT and online downloads in 2015
Jimmy Savile victims urged to claim compensation in new ad campaign
UKIP launches biggest  ad campaign and stirs up 'racist' accusations
Apple boss Tim Cook provides voiceover on ad touting firm's renewed green commitments
John Lewis walks consumers through its history to celebrate 150 years of business
Waitrose boosts content strategy with 'Weekend Kitchen with Waitrose' C4 tie-up
Hottest virals: Cute puppies star in Pedigree ad, plus Idris Elba and Fruyo
Amnesty International burns candles to illuminate new hope
Toyota achieves the impossible by calming angry Roman drivers
Tom of Finland's 'homoerotic' drawings made into stamps
YouTube reveals user habits to appeal to 'older' marketers
Ex-M&S marketing chief Steven Sharp consulting at WPP
Wolff Olins reveals new CEO after Apple poaches Karl Heiselman
Glasgow offers £30,000 prize to best digital idea for 2014 Commonwealth Games
Google's revenues surge but shares drop as it grapples with transition to mobile
Facebook beats Twitter to most 'marketing friendly' social media site crown, says DMA
Fableists believe children like Finn should be outdoors enjoying life
Homebase, Baileys and Camelot join the line-up at Media360
MasterCard renews Rugby World Cup sponsorship to push cashless message