totally angry!!

louiser123

hi guys/gals

advice urgently needed on this prob.

long story short, i ordered virgin media installation date yesterday ok so far! engineers came installed tv, phone, broadband, still ok so far. on completing the install tv and phone all set and working ok, internet NOT working engineer said its not hooking onto internet but it is synching with virgin, i have to go now but keep your eye on the green ready light and once it is solid and not flashing ring me and i will come back and complete install it could take till 6pm!!!! ok so i have no clue so sit for 6 hours watching the light no change and still flashing so ring him just after 6 nd ask what now, he says it could be morning if it is still flashing in morn or not ring and i will sort it. so light is still flashing this morning so i ring him, he says give me 10 mins and i will call you back, he rings back and says the manager is going to call today i say i will be in from 2pm onwards so he says thats fine he will call after 2, so far no sign of him and i doubt i will ever see him!! so i have rung cust serve and complaind lso sent email. basically they have booked another engineer for tuesday pm. what i want to know is can i cancel this it is the biggest sham i have ever had the priveledge to experience and to be honest if this is the service i get as a new customer i am doubtful of them. i only recieved contract today and i have not yet signed it and sent it back although it does say i have 7 days to cancel it does asay as long as no services have been installed.

so any advice or help will be so gratefully recieved.

louiser123

bump if anyone has any advice

polkadot

We had the same issue with our installation when we moved last year-it was a move as we had the service in two previous rentals. We were without phone and BB for three weeks. I wrote a complaint as I was having to use the 0845 number from my mobile-got itemised billing and it had cost about £60 in calls to them to get it sorted.

The agents on the cs lines have no real authority and can only send you on to faults. Start making notes now of each time you call, who you speak to and ask which call centre they are in,also what time you called, how long the call lasted and a note of the conversation. (some in India, some manchester and some in Swansea). Next time you call, use the prompts to go to customer retentions (I think its 2 or 4,but it says "if you are thinking of leaving us"), they have a little more leeway and can escalate to a manager in faults.

We've had three "big" causes for complaints in three years and Ive had to ride out the process to get it sorted. Unfortunately the nature of my husbands business requires the bigger BB and after claiming expenses from work, Virgin are still the cheapest option for us.

Hope it doesnt take you as long as it did for us.

ETA: Hubby (who is IT himself) says if what the engineer says is true it sounds as if the service hasnt been activated on virgins systems. Normally after installation he would call in from his mobile and let them know installation is complete and service can be activated. Did he make such a call? At the same time he says he doesn't trust virgin engineers as far as he can throw them-and it sounds as if the agent has duped you...on these grounds he would think that cancellation would be a reasonable request.

louiser123

thanks katherine, i also thought that it may not have been activated , he did call but not to a dept to say it was complete! im just so mad because we have really been ignored and when they say they are coming they never turn up!

imaginarynumber

hi there

I understand your frustration but (cold comfort for you) I have been happy with virgin. Granted the customer support was better back in days of blueyonder.


In the address bar of your browser type in 192.168.100.1- then make a note of what is happening in the router, eg status, snr, power levels etc

Then go to the virgin forum and post your story there (under general broadband), the admins do read and respond to posts.

Sorry I am not senior enough to post links

goodluck

KillerWatt

Sounds to me like the modem hasn't been registered on VM's network.

You can do this yourself by opening a browser, typing http://autoreg.autoregister.net and pressing enter.
After that, follow the on screen instructions.

louiser123

thanks to all who have replied, unfortunalty i cant do any of the above as i cant even get the router to work. manager was booked to come saturday after i rang in the morning to let the original guy know there was no change (he said it was def an error on account) he arranged for his manager to call after 2pm that day, no one arrived!!! on ringing cust service again i was booked another visit for today between 4pm and 7pm again by 7.15 no one had arrived. i called back it was confirmed again that it had been booked ( i recieved three autommated calls sat/sun/mon to confirm the booking) the guy put me on hold while he contacted the engineer who said he had been held up on a job and would be here in about half hour by 9pm still no one had been. rang back same comfirmined it had been booked, then passed me to another dept this time in india where i was told no vist will be done today we have to re book. so i have written a letter to say i wish to cancel, i have not yet signed any contract as it is on my kitchen top!! i have given them 7 days to come to collect equiptment and disconnect. i must be the shortest time customer they have ever had 5 days in total !!!

i wouldnt touch them with a bargepole and i would certainaly not recommend them to my worst enemy!!!

KillerWatt

louiser123 wrote: »

i cant do any of the above as i cant even get the router to work.

You said it was working in your first post.

Regardless of the fact that you can't browse the internet itself, you will be able to see the VM registration page and follow the steps to activate the account.

louiser123

KillerWatt wrote: »

You said it was working in your first post.

Regardless of the fact that you can't browse the internet itself, you will be able to see the VM registration page and follow the steps to activate the account.

no i said the internet was not working:cool:. it hasnt worked from him putting it in on friday it was left as not working. and after two booked visits and engineers not turning up at all i am of the mind that even if it was working i simply dont want it!! i have never in my life been treated so badly by a company and to be honest i should have known better really than to even contemplate virgin. so lesson learnt and off back to bt.

louiser123

also i did try your address to register, it took me to virgin page, as i am not on a connection to them (as it does not work) and i am usinga dongle to get on here it says ring us!! i have about 8 times now as said before and still no help.

imaginarynumber

you need to connect directly to the modem and then do it- without the dongle

Unplug the ethernet cable from the router (I am guessing that it goes from the modem to the router) and plug in into your pc. Then turn the modem off and on (ie unplug the power supply)

Then open killer watts link in your browser.