Help with Virgin media bundle problems

PRINCESSX87

Hi,

I was wondering if anyone can shine some light on just how far I could take my complaint about the service I have been offered from Virgin Media.

This has all started since December 2010* When we joint with virgin.

First issue:-

We join Virgin, And awaited our installation. This was our first set up , So we had a technician out. It was found to be that the installation had been set up wrong.

We was lead to believe that all was sorted.

However, Roll on 2 weeks later, We started noticing more problems.

The telephone would call day or night. When it did, It was a crossed line, This has been none stop since. As soon as we put the phone down it starts ringing again.
The Virgin television box just turns off. It does this around 15 times a day. Virgin on demand also doesn’t work correctly.
The internet keeps cutting off. It does this everyday. Sometimes the net is off for 30 / 40 minutes at a time. When it does come back on its slow, Sluggish before it cuts off again.

I have called & reported this to virgin many. Many times.

I always get the same response.

We will send a technician out to assess. Today was the 7th technician we have seen in 7 months. We have also had 11 over the phone technician too.

All of the technician’s have said the same thing. A new cable needs to be fitted outside of the property. it’s a 2 man job, And none of them are insured to do it.

Virgin have also told me this too, However now it seems they all want to play dumb & pretend they cant understand what I’m saying.!

Whilst the technician was here today, He called his area manager & put the call on loud speaker. The area manager said I NEED to complain & request compensation.

Am I able to do this? As I have no call recordings of the conversations or any letters ect. None have ever been sent out?

Also, How can I ask them to get the work done without being fobbed off.

I have tried calling this morning & I have had nothing but wait time - I was on hold for over 15 minutes earlier & 22 minutes just now before I got disconnected on both times.

Please help its driving me mad!!! :eek::eek::eek::eek:

blondevilla

When you call select the option to leave Virgin, This will put you through to the retention team. They are usually really helpful. Hope this helps

Mark_In_Hampshire

As above - play hardball.

On the face of it, something has become decrepit and needs replacing and it sounds like there's some sort of internal politics at work.

So call to cancel - actually, not cancel - void - the contract - because it doesn't work. Repeat: you're not cancelling. They are the ones who are in breach. You expect a full refund (You won't get this nor are you entitled, but start with that line). Or, the services all working perfectly by (date you specify)

That might well get things moving.

spike7451

A drop cable repull IS a two man job,not only for insurance but Health & Safety as well & it's the same for a fresh install.The issue with the phone sounds like the drop cable cable is damaged as it's shorting out over the telco pairs,(Did the engineer try swapping the pairs) As to the TV/Net issue.it's a signal level issue meaning again,either the cable hs been damaged & badly repaired,or it's the wrong size as the signal level is too low (was this a brand new install or was the cable previously installed?)
If the signal level is OK at the ETB (Box on outside wall) but poor at the TV/Modem,then why didn't they try a reverse line powered HDU? This would give you the same signal level at the TV/Modem as at the ETB.
Sounds like standards have slipped since my day...

PRINCESSX87

Thank you for all the replies:-

Since my last post I’ve had nothing but battles with Virgin, Who quiet frankly are getting on my nerves!

About the repair:-

I was told that they was going to pull the repair forward (About time its only took 6 months!!) To the 6th July! I was TOLD I had to be in or I will incur a £10 call out charge.

I was told that a 1 man unit will come out & repair all the faults inside, Whilst the 2 man was outside doing the fault.

Anyway roll on today, I get a knock on the door, A 2 man crew arrived, Not knowing why they was here & asked if I could explain the issues we was having!

After a 20 minute explanation, They inform me they cant do the repair because they needed a 1 man unit & the fact of its means pulling up a public footpath without giving people warning!

Anyway, They have left after putting extra cable down a hole! :mad::mad::mad:

No repair again!:eek::mad:

Plus, The 2 repair guys have left a note on the system saying I refused them access & asked for no repair to be done!

I’m livid!

Plus, whilst writing this, I have been on the phone to virgin for 31 Mins, Still none of the wiser, Knowing what the bloody hell is happening!

About the cancelling of service:-

I was told, I could leave providing I paid this months bill & line rental & one month in advance rather then the £100 odd pounds!

When I explained that I wouldn’t be paying due to their error I was told, I would have to stay, But they cant give me any discounts or extra’s as I shouldn’t have left the fault go on so long!!!

Like I say I reported this 6 nearly 7 months ago!

I feel completely trapped!!!

spike7451

The two man crews are capable of doing the same job as the one man as they are trained the same,All our two man crews went to one man when the two man work was farmed off to the contractors.The only work a two or one man crew cannot do is Service,(faults).

With regards to the footpath,it seems like the is a construction issue which sounds like a collapsed duct so they have pulled the new drop cable from your home to the nearest street pit.Unfortunatly,the NISRAN* rules mean that the council have to be informed of any work being done on public accessways if the dig is over a certain size.

However it should only be a few days for the notification to be logged to the council.

*or whatever your local council calls it.