Virgin Media - 2 week BB outage, what to do?

diamonds

I'd inist they pay your out of pocket expenses, direct your complaint to the Chief Executive [EMAIL="neil.berkett@virginmedia.co.uk"]neil.berkett@virginmedia.co.uk[/EMAIL]

GooliesOfFire

Be patient, let them fix it. Ask them for refund, after all you haven't had their service for 2 weeks. Complain, nag etc.

I understand your frustration but switching to worse service just to make a point isn't going to make you happy anyway.

spike7451

Lit_Up wrote: »

Any ideas if I can get Virgin to pay for me having to purchase internet to plug the gap in their service? Whilst virgin are not charging me for their service, the amount saved from this does not cover the amount I am paying to plug the gap, and I don't see why I should be liable to pay it.

I have four people from abroad staying with me and I had to buy three Sim cards from 3 with unltd internet for £45 so they could have internet on their mobiles. Before these people would have just connected to my wifi. I have also had to spend £15 extra on iPad 3G sim card in order to have connection on that. All in all I have spent 60 quid thus far.

It's being fixed as the repull has been booked & the delay is more likely outside VM's control,as I've stated,therfore the is very little chance they will pay for you to buy internet to plug the gap,they certainly will not pay for your purchase of three sim cards for other people who are visiting.
They will refund your monthly subscription for the time the service is down & may give you a month or two free broadband.
I've been asked the exact same questions when I was a service tech for NTL/VM & that is the position that they took then.I expect it'll be the same now.

macman

Lit_Up wrote: »

Any ideas if I can get Virgin to pay for me having to purchase internet to plug the gap in their service? Whilst virgin are not charging me for their service, the amount saved from this does not cover the amount I am paying to plug the gap, and I don't see why I should be liable to pay it.

I have four people from abroad staying with me and I had to buy three Sim cards from 3 with unltd internet for £45 so they could have internet on their mobiles. Before these people would have just connected to my wifi. I have also had to spend £15 extra on iPad 3G sim card in order to have connection on that. All in all I have spent 60 quid thus far.

You can get whatever you negotiate, it's up to you. But contractually all they are obliged to do is give you a credit for the downtime, which is what you've already been offered. With no SLA on a residential contract, there is no guarantee of service.

Lit_Up

Repull was scheduled for tomorrow. Got a call from a woman who clearly didn't work in customer services telling me that the appointment was "booked incorrectly" so therefore I would now have to wait until the 13th of November. Had to tell her the long way that in no uncertain terms she should sort it the !!!! out. She phoned back in ten mins having consulted with her manager who said they would do it on time as promised instead. Why then, did they not do that out of principle in the first place and sort out the appointment rather than phone me to say they couldn't do it? What retards. No respect... they had better fix it or I'll take their heads off

visidigi

Lit_Up wrote: »

Repull was scheduled for tomorrow. Got a call from a woman who clearly didn't work in customer services telling me that the appointment was "booked incorrectly" so therefore I would now have to wait until the 13th of November. Had to tell her the long way that in no uncertain terms she should sort it the !!!! out. She phoned back in ten mins having consulted with her manager who said they would do it on time as promised instead. Why then, did they not do that out of principle in the first place and sort out the appointment rather than phone me to say they couldn't do it? What retards. No respect... they had better fix it or I'll take their heads off

Interesting concept, threaten to kill someone because you can't update your facebook or some other such menial internet function.

Sorry, but you really need to get a grip.

diamonds

visidigi wrote: »

Interesting concept, threaten to kill someone because you can't update your facebook or some other such menial internet function.

Sorry, but you really need to get a grip.

Customer pays for service, service not given, customer annoyed at service provider at delays. I think Virgin need to get a grip not the paying customer.

Your view on such is why we have poor customer service, you except such with your stiff upper UK lip.

spike7451

Lit_Up wrote: »

Repull was scheduled for tomorrow. Got a call from a woman who clearly didn't work in customer services telling me that the appointment was "booked incorrectly" so therefore I would now have to wait until the 13th of November. Had to tell her the long way that in no uncertain terms she should sort it the !!!! out. She phoned back in ten mins having consulted with her manager who said they would do it on time as promised instead. Why then, did they not do that out of principle in the first place and sort out the appointment rather than phone me to say they couldn't do it? What retards. No respect... they had better fix it or I'll take their heads off

Because the work is done by contractors.This is what happens;
Girl phones the contractors install supervisor,asks if a job can be slotted in as someone messed up,install supervisor refuses as he has no spare crews.
Girl phones you,you get annoyed & she goes to speak to her manager,who phones VM's installation manager,who isn't a contractor,who phones the contractor install supervisor who begrudgingly agrees to take on the extra work.
Seen it many many times.
Good luck for tommorow.

visidigi

diamonds wrote: »

Customer pays for service, service not given, customer annoyed at service provider at delays. I think Virgin need to get a grip not the paying customer.

Your view on such is why we have poor customer service, you except such with your stiff upper UK lip.

Complete and utter rubbish.

The customer has paid for a service, there is a repair required, no discussion has been had on compensation but a threat to kill the employees if they don't fix it.

I accept nothing of the sort (I am a VM customer and experience such issues with my internet) but I certainly would not threaten, indeed, whenever I have had outages I have been compensated when they are over 24hrs long.

Your support of such comments about a companies employees is quite frankly as disgusting as those made by the OP.

93123

visidigi wrote: »

Complete and utter rubbish.

The customer has paid for a service, there is a repair required, no discussion has been had on compensation but a threat to kill the employees if they don't fix it.

I accept nothing of the sort (I am a VM customer and experience such issues with my internet) but I certainly would not threaten, indeed, whenever I have had outages I have been compensated when they are over 24hrs long.

Your support of such comments about a companies employees is quite frankly as disgusting as those made by the OP.

Except what they said was hyperbole, not a threat. I assume they meant they will simply complain or something.. thought everyone got that.