virgin broadband

darwin-rover

There was already a thread about this and I dont think we need another one 2 days later

http://forums.moneysavingexpert.com/showthread.html?t=475704

The new cost is to stop people phoning up asking non-relevant questions , if it is a genuine problem then the cost will be refunded .
150 (CS) and 151 (faults) will still be free . I think you'll find most other big companies now have 0845/0870 numbers for CS etc.

kitekat

darwin-rover wrote: »

There was already a thread about this and I dont think we need another one 2 days later

http://forums.moneysavingexpert.com/showthread.html?t=475704

The new cost is to stop people phoning up asking non-relevant questions , if it is a genuine problem then the cost will be refunded .
150 (CS) and 151 (faults) will still be free . I think you'll find most other big companies now have 0845/0870 numbers for CS etc.

You could try saying it a bit nicer,i didnt know it was already posted and obviously none of the above people did either.

aMIGA_dUDE

darwin-rover wrote: »

There was already a thread about this and I dont think we need another one 2 days later

http://forums.moneysavingexpert.com/showthread.html?t=475704

The new cost is to stop people phoning up asking non-relevant questions , if it is a genuine problem then the cost will be refunded .
150 (CS) and 151 (faults) will still be free . I think you'll find most other big companies now have 0845/0870 numbers for CS etc.

Problem, not everyone who has Virgin Broadband have Virgin Media phone. Case in point I my phone is with BT.

Also this number is not a 0845 or 0870 but 0906.
Also you will not be able to report faults with Virgin Broadband via 150 or 151. So even if you have Virgin Media phone you will have to call 0906.

JAYMARSH2005

I had a Virgin Media Employee at my house last night as he is a friend of my brother, I was discussing the charges they were starting for the technical support and he told me some very interesting but annoying things, they have been told to go through the fault from a sheet that they are reading off, most of the agents you will speak to is from an overseas call centre, these people are in no way trained people in broadband technical matters and this is a money making plan of virgin. Also we will now be put on hold while checks are supposed to be being made on our equpment.modem/box etc, in total they have worked out from start of call to finish will take around half an hout which will be a charge of around £7.60 per call. I for one will not ring this number and Am now getting all the information needed for fixing faults from the employee and will psot on here when I get it. I will also get a direct freephone number for him and although I cant post it on the forum then any faults you get that need a phone call to virgin is needed then post on the forum and I will get in touch with him to resolve them. Most faults are usually area based,so all you will need to do is p.m me your area and I will contact them to get it resolved.

99% of the calls to broadband are due to the following problems, losing connection every few hours,slow web browsing speeds,slow download speeds. It is not very often they lose connection all together but if it does happen then you may have to ask somebody to post on trhe forum for you if you cant get on the internet.

diamonds

jaymarsh what an offer ! very mse of you ( & the virgin employee !

JAYMARSH2005

Well these things have got to be done, With virgin in the past 6 months I have had massive problems with braodband, I currently have the 20 meg package which runs like a 3 meg package, after numerous calls to them I have had the following excuses.

1) My wireless router is at fault
So off I trotted to P.C World and bought a new one which cost £87 and still it was the same.

2) P2P Software was to blame
I Un-Installed everything related to P2P and still the same

3) Computer Fault
Tried 4 lap tops on it and all the same

4) And this is the best one, you have a 4meg X-Box connection, to which I responded, what are you going on about ??? They seem to think I didnt have a pc broadband but an X-Box connection. Well I said seen as I have never owned an X-Box then somethings gone terribly wrong somewhere down the line. Was put on hold for 20 mins and then got hung up on.

So any faults you have then please post them either on here as I have email notification on for this thread or pm me with them,from today if you wish or from the 1st July when the charges kick in. I will have all the relevant information tommorow and can sort them out for you. As I stated I ahve the full support of a broadband support employee and have a direct line to him so all faults can be sorted out by myseld so you dont have to incur the charges for the phone calls.

kitekat

Thats very kind of you thanks.

JAYMARSH2005

kitekat wrote: »

Thats very kind of you thanks.

No trouble at all

Tomarse_2

I wonder if you could phone one of their sales lines (FOC more than likely) and ask to be put through to the technical support.

Most call centres (I've had the mispleasure of working in a few) have the ability to transfer calls to external lines (other departments, accross the country etc are often on external lines). Chances are that that they won't say "no, we want your money" and will just put you through. Especially likely as the person you're asking isn't paying the bill and it's easier for them to help you than it is to argue the dodgy point.

I'm not 100% sure on this, but I believe that the call would be free. :cool:

JAYMARSH2005

Yes the call would be free but all staff have recieved memo's to say if anybody has come through to the wrong department they are to tell the customer to hang up and call 0906 etc,they are putting a barring in place so calls to other deaprtments are unable to be transfereed to broadband tech support.