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Virgin, never go with them in totton, southampton area
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deacon2011
Posts: 4 Newbie
This is my dealing with virgin and the email complaint to them; sorry it is a long one
Dear Virgin,
Re: Problems with Virgin Installation and account no xxxxxxxxxxx
Following your recent advertising campaign promoting Virgin Media and a recommendation from a friend, I decided to call you to find out about Virgin and what you could offer me compared to my old TV/Phone and Broadband package supplier SKY.
I was impressed with the deal that was offered from Virgin which was as follows:
· 6 months half price
· Telephone line rental
· Free voicemail
· Prem bar
· Broadband xl up to 60mb
· 12 month contract term
· Spotify 3 months free
· Tv size XL
· V box for upstairs
· V+HD monthly FEE
· Tivo monthly Fee + TIVO BOX for down stairs
· Premiere collection
· Free installation
· + £70 in credit.
I called my existing supplier to see if they could match the deal, but they couldn’t come close. To move to Virgin would cost me £36.40 for 6 months then £58.90 thereafter. (This was a fantastic deal!!!)
My friend who is an existing Virgin customer said that if he recommended me to Virgin then he would get £50. I called Virgin back and to my surprise we would get £50credit each, in addition to the £70 credit that they were already giving me, that was £120 credit before I had signed up. This made it definite that I would sign to Virgin after being with SKY for ten years plus.
Installation was arranged for the 18th August 2012.
Xxxxxxxx tec Id number xxxx was the installer that came out to us. He fitted our Phone, TIVO box, hub and our V+ Box. He fitted the phone downstairs and the V+ Box (upstairs) first which worked fine. He moved onto our internet and last our TIVO Box. For some reason, the TIVO box would not connect to the internet. The Tec man said it was because we needed a ‘re-pull’ because the cable to our house was 30 years old and could not cope with the demand on it. So he reported that we would need this and we were given another date for a Tec man to come out on the 29th August 2012.
We signed the service sheet and off he went.
Following this initial installation our broadband was spiking all over the place from 7mb – 55mb (which we put down to needing a re-pull). We also then went upstairs and noticed the mess and the damage that the Tec man had made of our wooden floor. (see pics)
On the 29th August 2012. My wife stayed in for the installers to do the re-pull. xxxxxx Tec Id number xxxxx came out to do the re-pull. He told my wife that they couldn’t carry it out because some of the drive needed clearing. I found this to be a bit odd as surly the cable would get crushed if you put the cable on a driveway that cars use? They told my wife that their boss didn’t want to lose the job so they put the job down as completed even though it hadn’t been and that they would come back once the drive was cleared. I called the Tec man and voiced my concerns about the driveway and he said that he would be out the next MORNING (guaranteed) to complete the job and do the re-pull.
On the 30th August 2012 we waited in all morning but no-one called or came to the do the re-pull, we had organised to take all our children to the Bournemouth Air Show in the afternoon so I tried my best to get hold of the Tec man on the number that he had left me. I called and left voicemails.
My wife stayed at home rather than come on our outing as planned; he still hadn’t called by about 4 o’clock. I called and called, his number called me back once but cut off after a second, when I called it straight back, no reply.... they turned up at the end of the day... they did the re-pull but the TIVO box was still not connecting. As they couldn’t move one of the cabinets, he left my wife with a connector for me to put into the box on my wall MYSELF and left ME TO INSTALL MY OWN TIVO BOX!
I put the connector in, and then found out that I had no power cable or HDMI cable for the TIVO box as the first Tec man had used our sky cables (which we wanted so we could sell our sky box on!). This was the last straw; I called Virgin Customer Services again. They said that they would give me £20 to get some new leads and to compensate us for the loss of service. I accepted this. Our account should now have £140 credit. Virgin then booked ANOTHER Tec man as the TIVO box had no internet signal!
The new tec man came out and found that the re-pull Tecs had not connected it up at the main box properly. We now had a TIVO box that was working fine but our internet was spiking due to the cable that feeds the box to our street and that this will apparently be replaced in 10 week and that there was nothing they could do about it.
The internet connection to the TIVO box lasted JUST ONE DAY! Another call to Virgin and another tec man xxxxxxtec ID xxxxx came out on the 7th September 2012. He concluded that it was the cable that went around our house that was faulty so he then proceeded to lay a new cable around the front of our house, along the side of our house, and around the back into the wall. This seemed to work and we got internet connection back on our TIVO box. He then said that he had to leave to go to his next job asking whether we wanted ‘some clips to nail the cable into the wall’ I said NO and added that you can’t leave it like that! He phoned his boss to try to get another 15 more minutes to finish the job but his boss said no! He then booked me ANOTHER Tec man to come and nail it in to the wall and left. So now I had a black cable from an open box across my front door over my side gate and across my side door, over the electric cable that runs to our shed and on the floor past my patio doors (See Pics...)
I put some nails over the front door so no one would trip however we could not use our side door for 4 days waiting for another Tec man to come and finish it off.
The Tec man came on the 13th September 2012 said he had never seen such a bodged job from start to finish.
To add insult to injury we got our first bill.
Total credit which should have been £140 was £20.
Another call to Virgin asking them where the rest of our credit was, they said that the £20 was all of it, they put me through to complaints who found my £70 but said that the £50 was for the person that introduced me and not for me. I argued that this was the deal that I was offered and they said that wasn’t the case.
So to sum up,
· We have had 5 technicians (the other one not mentioned in the letter came out to check our broadband speed.)
· Our Broadband is still spiking
· Our credit is £50 short
· We have damage to our floor
· We have spent LOTS of time waiting for Tec men and on the phone to customer services.
And we cannot go back to SKY until three months after the contract ended.
Please can you explain how you expect to run a business like this? An amazing deal that simply isn’t followed up with the service that is promised...
Please can you get back to me within 5 working days with a response to all points in this letter. Please can you send me an email address so that I can send you the pictures of the damage to our floor and the shocking installation of the cable around my house.
Yours faithfully,
This was sent on the 18th September. I phoned them a week after and they said that someone had look at this at head office on the 19th and they would get back to me. It is now the 2nd October and I am going to phone them again and will let you know how this goes.
Dear Virgin,
Re: Problems with Virgin Installation and account no xxxxxxxxxxx
Following your recent advertising campaign promoting Virgin Media and a recommendation from a friend, I decided to call you to find out about Virgin and what you could offer me compared to my old TV/Phone and Broadband package supplier SKY.
I was impressed with the deal that was offered from Virgin which was as follows:
· 6 months half price
· Telephone line rental
· Free voicemail
· Prem bar
· Broadband xl up to 60mb
· 12 month contract term
· Spotify 3 months free
· Tv size XL
· V box for upstairs
· V+HD monthly FEE
· Tivo monthly Fee + TIVO BOX for down stairs
· Premiere collection
· Free installation
· + £70 in credit.
I called my existing supplier to see if they could match the deal, but they couldn’t come close. To move to Virgin would cost me £36.40 for 6 months then £58.90 thereafter. (This was a fantastic deal!!!)
My friend who is an existing Virgin customer said that if he recommended me to Virgin then he would get £50. I called Virgin back and to my surprise we would get £50credit each, in addition to the £70 credit that they were already giving me, that was £120 credit before I had signed up. This made it definite that I would sign to Virgin after being with SKY for ten years plus.
Installation was arranged for the 18th August 2012.
Xxxxxxxx tec Id number xxxx was the installer that came out to us. He fitted our Phone, TIVO box, hub and our V+ Box. He fitted the phone downstairs and the V+ Box (upstairs) first which worked fine. He moved onto our internet and last our TIVO Box. For some reason, the TIVO box would not connect to the internet. The Tec man said it was because we needed a ‘re-pull’ because the cable to our house was 30 years old and could not cope with the demand on it. So he reported that we would need this and we were given another date for a Tec man to come out on the 29th August 2012.
We signed the service sheet and off he went.
Following this initial installation our broadband was spiking all over the place from 7mb – 55mb (which we put down to needing a re-pull). We also then went upstairs and noticed the mess and the damage that the Tec man had made of our wooden floor. (see pics)
On the 29th August 2012. My wife stayed in for the installers to do the re-pull. xxxxxx Tec Id number xxxxx came out to do the re-pull. He told my wife that they couldn’t carry it out because some of the drive needed clearing. I found this to be a bit odd as surly the cable would get crushed if you put the cable on a driveway that cars use? They told my wife that their boss didn’t want to lose the job so they put the job down as completed even though it hadn’t been and that they would come back once the drive was cleared. I called the Tec man and voiced my concerns about the driveway and he said that he would be out the next MORNING (guaranteed) to complete the job and do the re-pull.
On the 30th August 2012 we waited in all morning but no-one called or came to the do the re-pull, we had organised to take all our children to the Bournemouth Air Show in the afternoon so I tried my best to get hold of the Tec man on the number that he had left me. I called and left voicemails.
My wife stayed at home rather than come on our outing as planned; he still hadn’t called by about 4 o’clock. I called and called, his number called me back once but cut off after a second, when I called it straight back, no reply.... they turned up at the end of the day... they did the re-pull but the TIVO box was still not connecting. As they couldn’t move one of the cabinets, he left my wife with a connector for me to put into the box on my wall MYSELF and left ME TO INSTALL MY OWN TIVO BOX!
I put the connector in, and then found out that I had no power cable or HDMI cable for the TIVO box as the first Tec man had used our sky cables (which we wanted so we could sell our sky box on!). This was the last straw; I called Virgin Customer Services again. They said that they would give me £20 to get some new leads and to compensate us for the loss of service. I accepted this. Our account should now have £140 credit. Virgin then booked ANOTHER Tec man as the TIVO box had no internet signal!
The new tec man came out and found that the re-pull Tecs had not connected it up at the main box properly. We now had a TIVO box that was working fine but our internet was spiking due to the cable that feeds the box to our street and that this will apparently be replaced in 10 week and that there was nothing they could do about it.
The internet connection to the TIVO box lasted JUST ONE DAY! Another call to Virgin and another tec man xxxxxxtec ID xxxxx came out on the 7th September 2012. He concluded that it was the cable that went around our house that was faulty so he then proceeded to lay a new cable around the front of our house, along the side of our house, and around the back into the wall. This seemed to work and we got internet connection back on our TIVO box. He then said that he had to leave to go to his next job asking whether we wanted ‘some clips to nail the cable into the wall’ I said NO and added that you can’t leave it like that! He phoned his boss to try to get another 15 more minutes to finish the job but his boss said no! He then booked me ANOTHER Tec man to come and nail it in to the wall and left. So now I had a black cable from an open box across my front door over my side gate and across my side door, over the electric cable that runs to our shed and on the floor past my patio doors (See Pics...)
I put some nails over the front door so no one would trip however we could not use our side door for 4 days waiting for another Tec man to come and finish it off.
The Tec man came on the 13th September 2012 said he had never seen such a bodged job from start to finish.
To add insult to injury we got our first bill.
Total credit which should have been £140 was £20.
Another call to Virgin asking them where the rest of our credit was, they said that the £20 was all of it, they put me through to complaints who found my £70 but said that the £50 was for the person that introduced me and not for me. I argued that this was the deal that I was offered and they said that wasn’t the case.
So to sum up,
· We have had 5 technicians (the other one not mentioned in the letter came out to check our broadband speed.)
· Our Broadband is still spiking
· Our credit is £50 short
· We have damage to our floor
· We have spent LOTS of time waiting for Tec men and on the phone to customer services.
And we cannot go back to SKY until three months after the contract ended.
Please can you explain how you expect to run a business like this? An amazing deal that simply isn’t followed up with the service that is promised...
Please can you get back to me within 5 working days with a response to all points in this letter. Please can you send me an email address so that I can send you the pictures of the damage to our floor and the shocking installation of the cable around my house.
Yours faithfully,
This was sent on the 18th September. I phoned them a week after and they said that someone had look at this at head office on the 19th and they would get back to me. It is now the 2nd October and I am going to phone them again and will let you know how this goes.
0
Comments
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are you getting through to the right people, my advice would be to call on 150 and follow i am leaving option, explain the appalling service you have had and they should help.
I have always called the I am leaving option every-time i ring as you are guaranteed to get through to retention and disconnections0 -
Well i phoned them and they said that it take upto 28 days. So i will get back to you all :mad:0
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Service calls are done by VM engineers (Tec man or Service Engineers),installs & repulls are by contractors.
The problems with your internet 'spiking' can be fixed by using forward or return path attenuators or equalizers,something the installers should have checked before leaving.
The repull they did sounds shoddy & where it goes up the drive,it would be encased in a protective ducting,bit like a strong flexible but ridgid hosepipe.I've done loads of re-pulls up drives with no problems at all.
As for repulling the distribution cable....but our internet was spiking due to the cable that feeds the box to our street and that this will apparently be replaced in 10 week and that there was nothing they could do about it.
That's utter rubbish what they told you.The same cable feeds the TV service as well & to do so would affect EVERY tv & BBand customer off your cabinet. Sounds like a complete bodge job from start to finish to be honest..0 -
A classic cased of "If it ain't broke, don't fix it" IMHO. Hooked by the advertising, let down by the rest of the organisation.Time has moved on (much quicker than it used to - or so it seems at my age) and my previous advice on residential telephony has been or is now gradually being overtaken by changes in the retail market. Hence, I have now deleted links to my previous 'pearls of wisdom'. I sincerely hope they helped save some of you money.0
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16/10/2012 update
Phoned virgin today after now being 28 days after sending in my complaint and nothing back from them. My internet is still spiking which today’s test was 8mg – 47mg. The nice lady at virgin told me that I phoned them in October so it was not 28days, I then said to the nice lady at virgin that I sent the complaint in on the 18/09/2012 and was told that it was looked at on the 19th, she then said well that is not 28 day which I then pointed out that the calendar says it is.
I was then told that her manager would call me today so fingers crossed....0 -
Virgin may claim that they meant "28 working days".deacon2011 wrote: »...not 28days...
Are you for real? - Glass Half Empty??
:coffee:0 -
You should have emailed that to the virgin ceo office0
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Update
Yep.... No-one phoned me back yesterday, Should have seen that one coming!
Back on the phone to Virgin today who told me that they had a back log of complaints! Not really my problem....!
I have to say that the man I spoke to was the most promising so far and has email the Complaint Team Manager to get this sorted. I have said that if they don’t get back to me in the next two days I will take the complaint to Ofcom.
They are also sending out another tec man on Friday to look at my broadband spiking.
To be continued......0
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