Virgin Media desperation!

macman

jrawle wrote: »

But why should they not provide a loyal customer of 10 years with a new modem/router that has modern capabilities such as (gasp) wifi? Particularly given that the OP is paying £60 per month, and new customers receive one. It seems in the end VM are indeed providing a new Superhub so everything is OK.

I didn't say that they shouldn't. But until such time as the SuperHub is delivered and installed, they won't support connecting via the Belkin router. If that's taken out, the they should support assisting with a direct ethernet connection to the cable modem. Once the modem and laptop are rebooted (in that sequence) a connection should be made.
All their 1st tier tech support is script-driven, and if you expect them to assist with scenarios that aren't in their scripts, then you'll be disappointed.

nilrem_2

jrawle wrote: »

But why should they not provide a loyal customer of 10 years with a new modem/router that has modern capabilities such as (gasp) wifi? Particularly given that the OP is paying £60 per month, and new customers receive one. It seems in the end VM are indeed providing a new Superhub so everything is OK.

That is exactly what I thought.

chanz4

Just a warning the router will trigger a new contract

victor2

chanz4 wrote: »

Just a warning the router will trigger a new contract

Assuming they replace the old modem with a Superhub (which isn't super by any stretch of the imagination!), she may well end up with a modified contract. I have been with Virgin/NTL/Diamond Cable for many years. My modem failed last year and they sent an engineer out to replace it with a Superhub. My next statement showed that my billing had changed from "Medium" to "Large" broadband at an extra £4.50 a month. I called to complain. They apologised and said they couldn't put me back on the medium package as large is their most basic level now. They did agree to credit me the £4.50 each month for a year, after which I'll be back on the higher price I suppose. So, no new contract, just a price increase for no extra service and something I hadn't asked for, or even been informed about.
So, after it is fixed, tell her to examine her next bill/statement.

nilrem_2

Thanks, I will ask her to check, IMHO she pays them too much anyway £60+ per month (inc phone and TV).

Update on the story.

The engineer called today looked at the modem and said "My God that is old, I didn't know anyone was still using them" he installed a new superhub and in minutes the job was done! Result one happy daughter, now I can relax.

If only one could talk to people in the UK who understood the problems (such as their engineers) rather than having to converse with someone in another country who use a script on a computer to evaluate problems these companies satisfaction rating would be far higher.

Buzby

chanz4 wrote: »

Just a warning the router will trigger a new contract

No it won't. The only thing it triggers as a new minimum term, the contract for service is unaffected.