A catalogue of Virgin Cock Ups

jkcoy · 13-04-2008, 20:34

Hi All,

I've been a Virgin Media customer since early in March, and suffice to say, I'm un-impressed with the service I have recieved so far....

So much so, that I've written, in order of events, what exactly has happened in my short, but firey relationship with them so far on my blog.

I hope their service improves, or I'm going to have to seriously consider some alternatives!

Kev

piggy · 13-04-2008, 22:23

all i see is a good advert to pay the £30 and get it installed properly in the first place always a must for the technically inept.

jamiefrost · 14-04-2008, 09:08

Broadband speed aside, there was an error on the installation which was imedately corrected with a call back and a followup visit. Then they re-wired your ad-hoc installation for you.

The loss of NASN was proberbly down to the fact that you upgraded to the VIP package, did you ask them to keep NASN?. If not the quoted price of £85 should have warned you that something was not right.

Not the best installation but looks like CS were quick in getting the problem sorted out.

As for the broadband speed problems I'd try the support newsgroup they are very helpful. I had a problem with 20mb after lots of help and trial and error on my part turned out I had forced 100MB duplex coonection on my PC insted of auto negotiate. This was causing a problem with an unmanaged switch in my network, nothing to do with VM at all.

JJ

tweetypie/8 · 14-04-2008, 11:36

Quote:

Originally Posted by piggy

all i see is a good advert to pay the £30 and get it installed properly in the first place always a must for the technically inept.

you better beleive it.

jkcoy · 14-04-2008, 14:33

Quote:

Originally Posted by jamiefrost

Broadband speed aside, there was an error on the installation which was imedately corrected with a call back and a followup visit. Then they re-wired your ad-hoc installation for you.

The loss of NASN was proberbly down to the fact that you upgraded to the VIP package, did you ask them to keep NASN?. If not the quoted price of £85 should have warned you that something was not right.

Not the best installation but looks like CS were quick in getting the problem sorted out.

As for the broadband speed problems I'd try the support newsgroup they are very helpful. I had a problem with 20mb after lots of help and trial and error on my part turned out I had forced 100MB duplex coonection on my PC insted of auto negotiate. This was causing a problem with an unmanaged switch in my network, nothing to do with VM at all.

JJ

Hi Jamie,

Thanks for your response.

When I originally ordered VIP, I discussed NASN with the rep, who quoted to me that VIP would be £85 per month and NASN an additional £15 per month bringing my total bill to £100 per month (excluding phone calls and what not obviously).

In terms of the Broadband, I've gone through my personal computer settings with a fine tooth combe, and also used my laptop to test aswell with the same results. The interesting thing on the broadband side is that Virgin Media are now openly admitting there is an issue their end but have no time scale for its rectification.

Cheers
Kev

jamiefrost · 14-04-2008, 16:06

Yeah, if the UBR is over subscribed thats the worst case, don't know if the planned 50mb roll out will help. The support tea on the news group may have some more info.

JJ

tweetypie/8 · 14-04-2008, 21:11

Quote:

Originally Posted by jkcoy

Hi All,

I've been a Virgin Media customer since early in March, and suffice to say, I'm un-impressed with the service I have recieved so far....

So much so, that I've written, in order of events, what exactly has happened in my short, but firey relationship with them so far on my blog.

I hope their service improves, or I'm going to have to seriously consider some alternatives!

Kev

being a long time customer im sure you know the ropes.

bomb #21 · 15-04-2008, 10:55

W/r/t "The only downside, Virgin Media just do not send you enough stuff, or the right stuff to get the job done properly." (from the blog), I'd have to say ... sometimes they do, sometimes they don't. I've done 2 separate self-installs this year (TV and BB), both times they sent everything I needed.

Some of their online self-install info is confusing, e.g. "Your TV/computer should be within 3 metres of the connection point, so that the cables in your Quickstart Pack reach. Your computer should be within 25 metres of the connection point."

Re: activation line hours, what time did they deliver the big cardboard box?