Dreadful Service

[auldyin]

I am on the XL VIP Package (or whatever its called) cosing £85++ per month and quite candidly, the standard of service is unacceptable (apart from the telephone service).

Broadband is a total joke. Whilst I accept that using a wireless router is not the best way of distributing a signal I have no option in that respect. I have not checked for a while but the last downad speeds were about 1.2M.
At least three times per day I have to go through the "depower modem routine" because the system drops out.

TV reception as dreadful in the morning and gets progressively worse as the day goes on (I dont understand this) with pixellation becoming so bad that the only answer is to switch the TV off.
It wont take a great deal of imagination to work out just how poor the recording quality is!!

I have had a cable pull and there has been no noticeable difference to TV or Broadband.
A preamplifier/signal booster (what is the point of this because amplified crap is still crap) has been installed and as far as I can make out, the signal is split three ways presumably to TV, BB and phone.

The distance from the box thing in the street to the house is about 80m, stick on another 10m for the house and we are talking about a cable run heading for 100m. Furthermore the signal to the box thing in the street is probably being distributed to more customers and is as a consequence being diluted.

I'm at my wits end, and whilst the techs coming to the house are doing the best they can (I hope), they cannot really do anything apart from follow their set routines.
For what its worth, I need someone with a bit of clout (and integrity) to come and assess my particular situation and give impartial advice.

Any particular thoughts, advice etc would be appreciated because I feel that I am being ripped off and unless something really positive happens, my only recourse will be to tell Virgin to go away!!

Cheers

[Wicked_and_Crazy]

Originally Posted by auldyin

whilst the techs coming to the house are doing the best they can (I hope), they cannot really do anything apart from follow their set routines.
For what its worth, I need someone with a bit of clout (and integrity) to come and assess my particular situation and give impartial advice.

Fault diagnosis is generally a casue of following a routine until you find the fault

You need someone with clout?? so you think a manager coming out is going to solve your problem


Phone retentions, tell them the issue and give them an ultimatum

[Ernie_C]

Originally Posted by Wicked_and_Crazy

Phone retentions, tell them the issue and give them an ultimatum

I think I've said this before but I'll say it again:

"Phoning Retentions will not get your problem fixed."

[webcrawler2050]

Phone retentions, tell them the issue and give them an ultimatum

Problem with that is retentions are trained to say yes, no etc to your response.

I.E


Id like to cancel if you dont get this ************* sorted blah blah blah

They normall say, okay then, when would you like it canceled?

[auldyin]

You need someone with clout?? so you think a manager coming out is going to solve your problem

No, but I did mention the word "integrity".

"We CAN fix it" my response would be "Go ahead"

"We CANNOT fix it" my response would be "Take it away!"

Sending Techs out until I'm sick of the sight of them and listening to platitudes from well intentioned call centre staff is "doing my****** nut in" as we say in Glasgow!

Cheers

[Mick Fisher]

auldyin your TV problems are reminiscent of my own.

I put up with it for a long time, it was poor but with daily rebooting, manageable.

However come rebranding and it dipped to unwatchable. The tech said that it was the best I could expect.

I dumped VM DTV and got Sky+ installed and have not had a single problem since. Re-booting is now a thing of the past. Just switch on and watch TV. Just like it used to be before all this digital crap came about.

Good luck with it and hope you get sorted out soon, one way or another.

[auldyin]

I spent 1 hour 45 minutes on the phone last night telling the same tale of woe (at least FIVE times).
How I remained calm I have no idea.

Upshot is that a Broadband fault has been detected and they will send an Engineer (note, Engineer and not Technician!!) on Friday and he will sort out the Broadband issue.

Later on Friday, they will send round a Technician (note, Technician and not Engineer!!) who will fix the TV problem.

It would be churlish of me to assume that the problems cannot be repaired. However, as the problem can only be about having too many customers on one line (this was tacitly agreed last night), I doubt very much that the problems will be resolved!
However, I have told them that unless the problems are resolved to our absolute satisfaction on Friday then the contract will be terminated.

Talked to some very nice people last night as well as some less than nice people. One even hung up on me because I wanted to speak to a Manager!!

Oh well!! I fear the worst and very soon it will be ta ta to Virgin!!

Cheers

[JohnS]

I too had this problem i had techs out nearly every other week so last December i ditch Virgin & got the full Sky HD, i havent looked back since.