NTL:Telewest rebranded as Virgin Media Business RSS

che_bransonIt’s been a while since the launch of Virgin Media – just over 3 years in fact.

You’d be surprised to learn then that it’s taken this long for the business arm of NTL:Telewest to be rebranded as Virgin Media Business.

Richard Branson presided over the re-brand aiming to “shake up the UK business telecoms market” and build on the success of Virgin Media in the domestic market by consolidating the brand under “one common offering”.

The company is said to be ploughing money into its networks, provisioning functions and ad campaigns based around the rebrand.

However the option of paying for access to BT’s high speed tunnels has not yet been dismissed by the company.

The Managing Director of Virgin Media Business, Mark Heraghty stated “We have big ambitions. Delivering great service, good quality and value for money is at the heart of our strategy. Over the last three years we’ve invested heavily to put the building blocks in place, which means we’re more than fit to wear the Virgin badge.”

Source: New Media Age
Image from Flickr user Linniekin

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1 Comment »Posted by Laura on February 12th 2010 in BT Broadband, Broadband, Next Gen Broadband, Virgin Media



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One Response to “NTL:Telewest rebranded as Virgin Media Business”

  1. Shash said on 24 May 2010 at 1:20 pm #

    Be very careful when you ask for Virgin BB 50MB Upgrade – They will disconnect your current service and not tell you about this.

    I received a wonderful offer from Virgin to upgrade from 20Mb to 50Mb.
    The offer was from non other than Mark Davidson, Exec Director, Customer Care.

    Apparently if you ask for an upgrade to 50MB, they disable your current service even if your 50Mb won’t be in place for two weeks, as this was in my case. Through frustatation I felt obliged to warn others about this and the poor Virgin customer service.

    Here is the story –

    On Friday 21st May, I enquired about 50Mb upgrade but did not sign up as wanted to know the costs etc. Apparently I am a VIP XXXL Package person – someone who has been spending order of £150 per month for years.

    Saturday 22nd May, early morning started to notice how slow my internet connection was. ( I start to think why now, my call on Friday even though I did not order 50Mb may have had something to do with it, or sheer coincidence.)

    Saturday afternoon, I decide to call and upgrade to 50MB as it was a good deal.

    Saturday late afternoon, service seemed to get worse. Found my 20MB broadband speed was reduced to under 2MB. Rang Virgin Support.
    They keep me on line for 1 hour and say as I am upgrading to 50Mb things have got messed up and they will sort it out. I should try after 1 hr. I did explain the BB slowdown was before my upgrade but they said it was connected.

    Monitored my broadband on Sunday a number of times with no luck. Decided not to call Virgin as I couldn’t bear to see my wonderful sunny day spoilt!.

    So decided to call today (Monday 24th May). Spent 30 mins with the first support person who then said, they will send an engineer to fix the modem. I suggested that may not be the best thing as I am moving to 50Mb, why not instead send someone sooner for the 50Mb upgrade and brand new router. The lady agreed and said, I should speak to Customer service to see if they can help. (At this point, you feel you are going to get passed around, explain the whole thing to someone else and be prepared for more frustration and poor customer service).

    So then spoke to customer service. The lady who was helpful but not really said, – by the way it is our policy that as soon as you upgrade to 50MB we terminate your current service. And I asked how come no one told me so. The lady said, well you should have been told that and everyone here does that – as if that helps me.

    I was given the option of cancelling the 50Mb upgrade in which case they will restore my service to 20Mb within 24 hours, or wait until next week at the earliest to send someone to give me 50Mb. She did offer to send someon on 28th and that is the one day I cannot be home this week. I tried to explain to the lady, if I am a VIP person, can they not do anything for me. She said no. I asked to speak to her manager and she said someone will call me later – I am sitting here thinking, that means no one will call me.

    So eventually, I decided to cancel the 50mb in order to get 20Mb working again.

    So my experience with Virgin broadband – great when it works. If it ever breaks down, lousy customer service.

    Worst of all – their customer service reps don’t do things consistently – they just forget to give the most critical piece of information – if you upgrade to 50Mb, you lose your current service.

    Can you believe this?

    So I have cancelled the 50MB upgrade as they have promised to sort out the current service within 24 hours.

    I have now asked to speak to a customer service team lead to express my views.

    Can you just believe it – worst for service. Good when it all works.


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