Virgin Media has a irritating downside, however “enhancements” are on the way in which

Virgin Media may have some of the fastest broadband downloads in the UK, but it’s not all good news when it comes to speed. Latest intelligence from Telecommunications Authority Ofcom found that Virgin customers had the longest and most frustrating wait times when they picked up the phone and tried to speak to someone in the company.

Virgin users waited almost 8 minutes for their calls to be answered in 2020, according to new statistics in Ofcom’s fifth annual report. This corresponds to an increase of almost six minutes compared to the previous year.

In addition to Virgin Media, Virgin Mobile performed poorly among users of this network with a waiting time of almost seven minutes. At the other end of the scale was EE, whose team picked up the phone after just one minute and 15 seconds.

Other companies that did well were TalkTalk (1: 46s) and the Post Office (1: 59s). According to Ofcom, BT, Sky and Vodafone were able to respond in less than 3 minutes and 30 seconds. This is roughly half the time Virgin users have been on hold.

Of course, with the COVID health crisis, many companies have been forced to close call centers and change the way they received messages from customers, but it seems some have cope with this dramatic update better than others.

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The average waiting time of all broadband and fixed line providers increased in 2020. The industry average waiting time increased from 2 minutes 10 seconds in 2019 to 4 minutes 9 seconds. As with cellular, broadband and landline providers, providers responded differently to the impact the pandemic had on their call center capacity, and some providers advised customers not to contact them by phone.

Virgin understands that it needs improvement now when the company tells the BBC, “We are proud of the way we have faced this challenge.

“However, we recognize that there is room for improvement. As a result, we have already increased our investments in digital and customer service, including creating more than 1,000 customer care functions in the UK last year, and we will continue to make improvements later this year. “

Ofcom said the Covid-19 pandemic has made telecommunications services more important than ever for many people. Broadband and cellular were seen as the main communication services, with around half of broadband customers and four in ten cellular customers saying these services had become more important to their households because of the pandemic.

“Telecommunications companies have adapted quickly to growing demand for their services over the past year, helping keep the country connected,” said Lindsey Fussell, director of Ofcom’s networking and communications group.

“However, some are struggling with customer service issues. We urge them to act now to make the telecommunications industry the gold standard for customer service. “

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