Frustrated to the point of tears - HELP

[ntfc2]

My set top box went wrong on Sunday 18th Feb.

On Monday 19th I called and arranged an engineer for the 20th.

On the 20th the engineer came too early and I missed him.

I couldn't get an engineer to come back until 22nd

On 22nd the engineer (who was in an almighty rush) gave me a new stb and said the channels would come through in 30 mins or so. By that evening we only had BBC 1, 2, 3, 4 ITV, C4, C5 and some radio stations. Nothing else - we pay for Sky movies and Sky Sports.

On the evening of 22nd the ntl phone system was down as apparently were their computers. So I was not able to log the fault until the morning of 23rd.

On 23rd the fault team told me that the pairing error between my box and card would take 24 to 48 hours to fix. I was not happy but I was assured that 48 hrs was worst case scenario.

I rang that evening to check on progress and was told it could be up to 4 days. 4 days to fix an error made at installation?

It is now the 26th. 8 days since the box went wrong. 4 days since my new stb box was wrongly installed. I have called numerous times. Every member of the fault team is very pleasant but none of them will actually take it upon themselves to do anything.

This morning I was told it should be sorted by tonight at 10pm at the latest. If it isn’t, tomorrow morning at 9am I will be cancelling my contract and switching my £1000 a year expenditure (phone broadband and tv) to SKY.

This is the exact opposite of customer service. I am so incredibly frustrated. I like NTL but I will not be treated like this. I have missed a number of shows I watch avidly. I have missed my football team's first televised match for over 2 years. I am angry, and tired of paying for calls to a customer service department that is the dictionary definition of an oxymoron.

Does anyone know what I can do if when I get home from work I still don’t have my channels? Is there a department that actually gives a d*mn?

[NTLVictim]

"said the channels would come through in 30 mins or so" and then legged it..sounds all too familiar.

Phone cancellations, see if they care then.

[keltik]

Forget them, do as you said you would, take your business else where...

[Rob]

to Cable Forum

Sorry to see you can't get the support you need

Although Cable Forum is an independent site, we have developed high level contacts with Virgin Media who have proven adept at getting these sort of issues resolved. It's a bit late for today, as they are a normal office hours type service. However we can escalate this for you if your wish: Simply PM me some details - account name and number, address, daytime phone number and an email address. We'll forward it on.

[quadplay]

Hi. I don't blame you at all for being angry - it should be sorted by now!

Can you tell us whereabouts in the country you are? The first part of your postcode would be perfect.

As an aside, you shouldn't be paying for calls to customer service. If you're calling from your Virgin Media Landline Phone, just dial 150 (or 151 for Faults) - this call is free.

[ntfc2]

I wish I'd found this forum sooner. However, the problem has at last been sorted out. The nice Welsh lady I spoke to this morning did what I wanted all along. She took ownership of the problem and sorted it out. Up to speaking to her nobody was prepared to actually do anything other than read my file or call the 2nd level team and come back to mke with crazy timescales.

Virgin have a serious problem that they need to deal with (sky aside). People will not stand for this level of service. I might still switch away as I have been left with an almighty sour taste in my mouth.

Oh and 150 and 151 don't work from my landline so I was forced to use the 0845 number. If I ever hear the automated message saying "try unplugging your box" again my brain will implode

[IWKYzerocool]

Well good news, that it is all sorted now, don't know why you can't call 150 on your landline, you sure you have a virgin media phone line.

[Rob]

Glad it's resolved.

I assume your landline isn't supplied by Virgin Media, but if it is then 150, 151 should work.

[ntfc2]

it was ntl. I assume that means it is now Virgin

[Rob]

Yep, ntl phone is now virgin media phone.

Looks like another complaint then to faults if 150 / 151 doesn't work.