I have just received an email from my illustrious ISP, Virgin Media (that's to say, NTL), stating that they're cutting the premium rate broadband support line in favour of a free number. About time!
This premium rate support line is definitely something I've complained about before here, in essence because when a knowledgeable person with a good level of computer literacy needs broadband support, it's only ever going to be due to an error or problem on the part of the ISP.
I don't contest that for every one of those people there are probably ten morons who haven't yet tried switching their cable modem off and on again, but to force me to incur a steep charge through no fault of my own when a contractor in a green box on the corner decides the next new customer's cable is more important than the one he just displaced, isn't what I'd call good customer service. Forcing me to sit on hold for 45 minutes and stay home for an engineer in that scenario isn't too good either, but that's not the point here...
It is comforting at least to know that finally after what i'd imagine is about 2-3 years, I should at least be able to inform the company of their mistakes at no expense to myself.
That's one for Virgin Media. Unfortunately, due to their interest in "three strikes" and their lack of interest in net neutrality, they're still very off-putting right now.
If, VM, this is to counter a few weeks of bad press, good job, but you've more than exposed your true colours to your more clued in customers at this point. I'm very curious to see what your next story of note will be about.
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