Paul Woods

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Back in March I wrote my breakup letter to Virgin Broadband regarding their substandard offering.  Well after almost three months of troubleshooting, registered post letters, stern emails, negotiation, complaining to the ACCC and the TIO and a whole lot of patience we now have a reliable, fast connection at home.

The good folk at Virgin Broadband certainly lived up to the Virgin customer service standard and tried their best to sort out my problem (once my complaints got through to them) but unfortunately it just wasn’t to be. 

After a personal apology over the phone from the soon to be CEO of Virgin Mobile, and the offer of a release from the contract, I somewhat reluctantly cut my loses and walked away from Virgin Broadband.   I say reluctantly because my only other option was to sign up with the company I never wanted to sign up with again - Telstra.

… to cut a long story short, the signup with Telstra was easy, the problem is they can never ever meet any time commitments they make over the phone.  After eight phone calls to Telstra customer service over three weeks (that should have only been one), I now have a new phone line and ADSL2+ connection.

I guess the good part about poor customer service is that you can negotiate discounts at almost every occasion that something goes wrong, and Telstra are more than happy to come to the table - otherwise I would be incredibly unhappy at the moment, instead of content.

Lets just hope my Telstra ADSL2+ does not degrade like Virgin Broadband did.  Fingers crossed.