Virgin Media V+ HD extremely slow

polkadot

Sorry I havent updated. Technician came out, checked signal and headed out to the cab-problem seemed to be fixed. He did make a comment I found rather odd. He said "when you have low signal and we want to get it fixed quickly we'll unplug you at the cab and plug you into a port with a higher signal"? He then went on to say that then someone else would be on low signal and was likely to phone with the same problem, a tech would come out and do the same-putting us back on a low signal.

We seemed to be okay until this week end-when it started again. I phoned the call centre this morning and followed the route to retentions-the guy I spoke to said they POSITIVELY couldnt do anything as it was a fault-not a CS problem. He transferred me to faults where I asked to speak to a manager. Said manager has said he will pass my notes on to the area manager-who "should" contact me in the next 24 hours.

Since the last phone call I have been noting the names of all the people Ive spoken to and where they are based. I have to laugh at the fact that they wont give surnames. As a quality analyst in numerous call centres, you could tell from the off if a company were training staff to go the extra mile or fob customers off. I always seemed to be the staff member who got ALL the "tried it all" jobs as I have such an unusual name I was always the only one in my call centre.

Im almost tempted to switch to Sky but reading the threads here, it seems I'd fal into as many problems with them:(

I want it fixed!

spike7451

The are Tap Banks in the cabinet which are of differnet strengths.
(SEE THE THREAD HERE:https://forums.moneysavingexpert.com/discussion/2403743 )
He should take 4 readings,at the affected service,at the Isolator,at the splitter in the dropbox (ETB) & and at the street cabinet.

If the signal level is OK at the drop box & not at the TV point,then he should consider fitting a reverse line powered HDU,which comes in two parts,one part replaces the Isolator & the other bit replaces the splitter in the ETB.This is powered off the mains & sends power back from the Isolator to the ETB to boost the signal.
If ths level is low at the ETB coming from the street cab,then a cable upgrade to a RG7 or even an RG11 should be considered,in which case the Service Tech would arrange for a two man crew to come out.

polkadot

Thank you Spike. If its that simple, why is it not being done. I think you said you used to work for VM? Not anymore?

spike7451

polkadot wrote: »

Thank you Spike. If its that simple, why is it not being done. I think you said you used to work for VM? Not anymore?

I did,Started off as an installer with the contractors way back in 98,then moved over to NTL again as an installer before moving on to Service Tech.
Made redundent in 2006 just after VM took over but hopeing to go back to them.

I think it's not being done out of lazyness.It takes about 40 minutes to swap an Isolator for a HDU,Problem is (and I saw this first hand) some Service Tech's would re-order the job to be done by an installer as it was 'beneath them' to pick up a drill & get a little dirty.

polkadot

Ah, interesting. Ive never had a technician stay for longer than 15 minutes. So you were with Cable and Wireless then? I have a friend who worked in the CS ca centre, shes been here a few times when the techs here (Im heavily pregnant and she knows how they wind me up ) She's said on a couple of occasions she can see what they are trying to explain-but they aren't here long enough to do a proper fix.
So I was expecting to hear from the area manager today (okay, within 24hrs) but I called at 9am this morning and not a word yet.

I guess I'll be looking for the address for complaints again-the one OFGEM offers-not the one on VM's site as that doesn't get responded to. (Yes, Ive had issues with VM before :mad:)

spike7451

Nope,C&W only had a small business section over here & were'nt part of NTL until they were bought over.It was CableTel here before NTL..
And congrats on the impending arrival!