Virgin Media

Clara2141

Long winded but so wound up now I feel a need to vent...sorry...

I don't know if anyone has ever had to contact Virgin re a fault...if you ever had, you might have encountered the same issue as myself...persons in Delhi reading off a script. Very annoying. We came home Friday to find no internet or TV (we have V+, like Sky+ basically) fine, we could cope for a few hours...missing Kitchen Nightmares but no big deal. Called the fault line, yup our are had a fauit and they were working on it.

So, morning on Saturday, still no internet or TV. Still a fault in the area, that was ok should be fixed by 15:00. My partner was in on a day off she had booked to watch the England game on Setanta...which when at 17:00 it still wasn't working was a little annoying. Called again, nice man in Delhi (no issues with where the contact centre for them is - just annoying as some don't seem to know any english other than their script) said it would be working by 18:21. Ok again....annoying but fine.

I came home at 19:30 and still no service - called them again and was told that there were now no service issues and we had a problem with our modem (tv needs the modem to re-boot it self ugh) not getting signal from their server and would need an engineer. System was down though and they cound't book on (oh the irony). Tried many more troubleshooting but no. I asked at this point if we were the only people in the area with issues - yes you are. OK...well though I'd wait and see if it's fixed in the morning.

Called on Sunday - no Miss Very Annoyed with Virgin, there is no network issue can we book you an engineer? However, we could not have one until Tuesday well we could but as I work nights I couldn't be home between 12 and 16:00 but if you're not in we will charge you £10...I work 15:00 until 03:00 funnily enough in a contact centre just not the same type. Ok fine, begged for one Monday morning but none available. On the point of screaming by now - no due to lack of telly, more due to the constant stilted, scripted conversation I was having. I admitt, I cried like a child begging literally for someone who would be able to help as at this time I was desperate for someone who actually showed empathy with our "plite". It wasn't the lack of service, I was upset with, more the lack of anyone that made sense or who could give me staright answer. I gave up - took my booked date for engineer and left for work...

Sat at work taking phone calls from lovely members of the public and I get a text telling me that there is a service fault in our area...and our engineer has been cancelled. They are trying to resolve the issue and hope to have service resumed normally. I feel like I have been going in circles for 48 hours...I never been so fustrated with a service in my life...breaking point was listening to the Grand Prix on the radio (one of those weirdos who loves watching them and will get up early to do so) and Richard Branson comes on talking about how wonderful it is sponsering Brawn GP...I'm thinking yes wonderful for you....I however am resorting to radio (we have no TV ariel and live in rented accom so no chance of getting one, Virgin is our only option sadly)

I know I'll get shot down...I know it's not the end of the world. I just wanted to rant....I'm fed up with people and their scripts and their trouble shooting that I know wont work. With there "No faults in your area" then "No, you can't have your engineer we have found a network fault". I think we have been credited this months charge back (not sure, he had a thick accent and was hard to understand) and not after any compo...just annoyed and fustrated.

Anyway, sorry, long rant....:o

markelock

I've almost always found them poor to less than useless, to the extent that when going through to an offshore call centre, I've just hung up.

They did have a scottish centre, which was completely different, and much more useful. Perhaps they cover different times of day.

facetheglue

You should definitely be able to get part of your bill back for lost service (and maybe a little bit more for the hassle).

When it goes down in our area I usually don't even have to mention that I'm !!!!ed off and they automatically say they'll refund a day or two onto the account. Although it's been a while and maybe they've stopped this.

soolin

I only use Virgin for Broadband but i agree this constant refusal to accept that there is anything wrong really gets to me. You can be online to a service rep and they confirm for instance that the email system is down, yet the service status online always shows no problems.

Dave101t

as long as you reported it on the day of the fault, you will be refunded a daily rate until service is resumed.

soolin

Dave101t wrote: »

as long as you reported it on the day of the fault, you will be refunded a daily rate until service is resumed.

I never have been refunded anything despite going days without access before, they just say no. Last month though I had finally had enough and threatened to leave and they sent me out all new equipment, wi fi routers, filters etc free of charge. It made no difference but they finally checked something called 'take' on my line and did something to that and I am running properly at around 95% of the time now which is the best it has ever been.

Clara2141

Well as yet still no engineer...one is mean to be coming tomorrow...went from being told yesterday there was an issue in your area to there was an issue with their server to being told we need a engineer again.

Really, really fed up now...fingers crossed for engineer tomorrow :-)