Weekend of Hell

[Count Peppe]

Last night my reception was so very poor...truly it was unbelievable..
Freezing and stalling images..slow reaction from remote control..no details of channels being listed and no ability to purchase or watch anything From On Demand..Obviously I tried many reboots sometimes leaving it 20 minutes...
Nothing worked. In the end watched a DVD, but we really have to question how far we can allow them not to give us service. Every piece of my equipment has been exchanged over the last six weeks - I have had around 8 call outs so far...I am in the York YO30 area.
Naturally I will request a refund and make the complaint, but where can I go to take this further..They are now clearly selling me a service that in reality does not exist..
If more of us come together surely we can push for some proper action against them.
They are not delivering the service they promised.
They are in fact not delivering much at all.
Comments Please!
Count Peppe
PS Do you think Richard Branson has the same problem at his house?
Or do you think they will have set it us so his works perfectly??

[on in an hour!]

Originally Posted by Count Peppe

Last night my reception was so very poor...truly it was unbelievable..
Freezing and stalling images..slow reaction from remote control..no details of channels being listed and no ability to purchase or watch anything From On Demand..Obviously I tried many reboots sometimes leaving it 20 minutes...
Nothing worked. In the end watched a DVD, but we really have to question how far we can allow them not to give us service. Every piece of my equipment has been exchanged over the last six weeks - I have had around 8 call outs so far...I am in the York YO30 area.
Naturally I will request a refund and make the complaint, but where can I go to take this further..They are now clearly selling me a service that in reality does not exist..
If more of us come together surely we can push for some proper action against them.
They are not delivering the service they promised.
They are in fact not delivering much at all.
Comments Please!
Count Peppe
PS Do you think Richard Branson has the same problem at his house?
Or do you think they will have set it us so his works perfectly??

sorry to dissapoint you count,but he lives in a non-cabled area (theyve not yet got to neckar!!)

[Nedkelly]

In cases like this we have left a test settop which we know works ok then a joint visit with service and networks to see where the problem is

[on in an hour!]

Originally Posted by Nedkelly

In cases like this we have left a test settop which we know works ok then a joint visit with service and networks to see where the problem is

neds dead right here (tut,again!!) something like your problem needs a good look at,starting by a network tech sat at the cab for the period of time that your probs occur.if you see them at the house and he doesnt see them off the cab at the same time then its narrowed it down a bit.if it was a prob off the cab though, more peeps would have complained which would have generated a 'network master'.i.e. a call for someone to look at the cabinet rather than individual calls to seperate houses.

[monkey2468]

Originally Posted by Nedkelly

In cases like this we have left a test settop which we know works ok then a joint visit with service and networks to see where the problem is

Deffo the best way to do it. Sounds like a network issue to me. No doubt service say net issue, network say no-networks issue, service issue! ...and around it goes........

[Nedkelly]

we have a good relation ship with networks here ie we had a problem in Scunthorpe we had 2 network techs in the cabs and 2 service techs in the houses to find the fault we fixed it by working together

[homealone]

Please can people posting with connection/speed issues give some idea of where they are located

Virgin Media is more like a patchwork quilt than a duvet cover - lots of bits stitched together, and some bits, in some areas, are worse than others, which may be relevant to the problems being experienced

[on in an hour!]

Originally Posted by monkey2468

Deffo the best way to do it. Sounds like a network issue to me. No doubt service say net issue, network say no-networks issue, service issue! ...and around it goes........

and around,and around,and around.2 net techs and 2 service techs on same job,sounds like theres not a lot to do up there ned!!!!

[Nedkelly]

Ha ha We had some buisness customers out of the cab as well as res it took some doing taking 2 techs out of the rota for part of the day .We were lucky as it was not very busy at the time .

[on in an hour!]

Originally Posted by Nedkelly

Ha ha We had some buisness customers out of the cab as well as res it took some doing taking 2 techs out of the rota for part of the day .We were lucky as it was not very busy at the time .

which hour of which day was this then ned

[Nedkelly]

No comment

[on in an hour!]

Originally Posted by Nedkelly

No comment

i reckon there was an element of 2.00 in this then,am i wrong??? no wonder the company is going to rat****!!!!

[Count Peppe]

Well I will definately use the above when I call up.
Another difficulty is when I phone support they find it difficult to understand me. Is customer support ran outside UK...they very friendly and polite, but seem to work from scripts.
Anyway thanks for all comments.
Whatever the problem or issue though it still is totally unsatisfactory and they should not be able to get away with offering such a rubbish inadequate service.
Its virtually against trade description - promise everything deliver nowt..
I notice Sky advertising now direct to NTL and Virgin customers, telling them to change over and promising them the world when they do so...

[on in an hour!]

Originally Posted by Count Peppe

Well I will definately use the above when I call up.
Another difficulty is when I phone support they find it difficult to understand me. Is customer support ran outside UK...they very friendly and polite, but seem to work from scripts.
Anyway thanks for all comments.
Whatever the problem or issue though it still is totally unsatisfactory and they should not be able to get away with offering such a rubbish inadequate service.
Its virtually against trade description - promise everything deliver nowt..
I notice Sky advertising now direct to NTL and Virgin customers, telling them to change over and promising them the world when they do so...

the worlds a big place count my friend,be wary,be very wary

[Nedkelly]

The tech should start the ball rolling with his manger 8 service calls should start the bells ringing