Virgin Media are LIARS LIARS LIARS.

MoneyLovesCompany

I would very much like to know where to lodge an official complaint against this disreputable company.

Long story short: My telephone lines (I have two) went on the blink 2 weeks ago (21 August 2010) and despite a visit from an engineer and two visits from construction crews, my lines are still not working.

I have cable just lying on my lawn waiting for someone to come and hook it up.

My elderly mother has a Red Call Button and in an emergency, I cannot be reached. Twice she has had to call my daughter for assistance, who has then had to email me as I have no other phones.

I then obtained Skype in order that I can at least call her but of course she cannot call me.

I use Skype to keep calling VM and they repeatedly tell me that my case has been considered urgent and techs will be with me that day or the next day. I am sick to death of their LIES. Incidentally, the only way to talk to someone in the UK is to use the 'I'm leaving' option on their menu.

Of course, each time I call I get someone different and they will not transfer me to the previous person who dealt with my complaint, even if they are in the same call centre.

What I need to know is what are my options.

I know what they are doing: initially I was told it would be 2.50 weeks before my line was fixed and 2 weeks of that will have been used come Monday.

Each time I call and they fob me off with LIES, they are getting closer to the date that is in their little old computer, which is this coming Thursday.

What also annoys me is that of the two visits from construction crews, only one was necessary; more time wasted.

Reading other people's posts leads me to believe that VM just do not care about their customers any more and I am also unlikely to be compensated for the additional costs, inconvenience and much stress I and my family have suffered.

I work from home and my lines are used for business. To make matters worse, all incoming calls are going straight to voicemail which I have no way of accessing. I dread to think what damage this has caused to my business. I do not pay for business lines but the first technician told me it would not have mattered anyway, they wouldn't fix it any faster.

Can you believe that?

Richard Branson, I used to have great respect for you and for what you have achieved. I now see that my respect has been misplaced and your company is no better than the cowboy builders I read about in the papers.

Shame on you. Your reputation is suffering badly.

bluedove

I can understand the hardship you might be in, considering you use the line for business, however, its not a good reason to call Virgin a cowboy company.

You mentioned that you already had two engineering visits who also advised you it will take some time to repair the lines.
what you haven't said is the actual level of the problem, because most often the problem might not be from the engineers but the landowner where the line runs through, or even your local council. Why, i mentioned this is cos i have witnessed a similar problem not with virgin but another Telco, it happened that the engineering team are actually waiting for the council to allocate temporary street lights to enable them control road traffic and do the repairs.

Hence when next you ring Virgin, ask them to explain the actual reason delaying your repair, i used to work in a call center and honestly its difficult transferring a call to the first agent, the caller spoke to, cos the agent might either be on another call or on break, also all conversations are recorded on the system hence the agent you will be speaking to, will do exactly same thing you might want the first agent to do.

MoneyLovesCompany

... if you had read my post you would have seen that I am waiting for a hook up. The cable is outside on my lawn.

It needs connecting at the junction box and connecting to my VM box on the wall.

I also wrote that they keep telling me "today", "today".

Please don't make excuses for LIARS.

MoneyLovesCompany

I saw this guy busily digging up my garden, no knock on the door or anything like that.

Turns out he was attaching the cable from the street to my house. Yippee!

No knock on the door to say he had finished. I saw his van take off and when I went to use the phone ... it is completely dead.

Not only that, where he has dug up the garden, he has left rubble for me to clear up.

And the earlier poster questioned as to whether I should be calling these people 'COWBOYS'. There is your answer my friend.

I called Complaints Dept (using Skype) and guess what, their computer systems are all down. Unbelievable.

jb66

If you want business service pay for a business line

jb66

Have you heard of a mobile phone?

MoneyLovesCompany

Read the original post: "I do not pay for business lines but the first technician told me it would not have mattered anyway, they wouldn't fix it any faster."

MS_Kitten

Heres some advice...

1. They want your money and dont care about you.

2. Stressing out will only damage your health

3. Accept it will happen when it happens and that they hear the same sob story off all customers.

4. Consider the actual point that you should not have gone to the worst rated SP on MSE

5. Im not sure about Virgin but i think that Carelines and warden controls are only compatible with BT lines so your mums screwed

6. Buy a mobile

MoneyLovesCompany

Yes I have. I have also heard of satellite phones. So what?

MoneyLovesCompany

... I do believe that covers points 4 & 6 quite adequately.

5. Quite what Virgin have to do with my mother's Red Alert is beyond my tiny mind. The way these things work is this - she presses the button and a nameless someone somewhere calls me, only oops, my phone doesn't work.

MS_Kitten wrote: »

Heres some advice...

1. They want your money and dont care about you.

2. Stressing out will only damage your health

3. Accept it will happen when it happens and that they hear the same sob story off all customers.

4. Consider the actual point that you should not have gone to the worst rated SP on MSE

5. Im not sure about Virgin but i think that Carelines and warden controls are only compatible with BT lines so your mums screwed

6. Buy a mobile

jb66

I Always laugh at folk who always go on about working from home and rent a residential line, you get waht you pay for