Manchester - the honeymoon period is over then - Page 9

Burlybolsh · 02-01-2010, 12:29

I'm on with5. Ok at the mo. Thing is do you risk moving UBRs if they're going to fix this one only for the other one to go wrong!

Retrovertigo · 03-01-2010, 01:22

I'm on with5 as well. But I'm 50meg and there have been definite points where I have lost connection for hours, but my cousin next door on 20meg, and through with5 has had no problems.

What happened to Baguley that I used to be on by the way?

Someone mentioned everyone complaining to VM that we are all having the same issues, but it's a waste of time. I have had my 50meg now for over 2 months I think, and when the area manager himself installed it, he told me that the issue of disconnections was being fixed the very next week. He said...."We know what the issue is and the date is set for next week and we'll be fixing the speed issues as well". So they are more than happy to string people along - everyone speaking with one voice won't make one bit of difference sadly.

He even gave me an excuse he had used a few weeks prior to that - that they needed to hear from enough customers to know there were speed issues in the area. They needed "evidence" that there was an issue. Of course, it was then pointed out to me here that VM know exactly what speeds people are getting without gather this so called evidence first.

spankysmagicpian · 03-01-2010, 21:30

I have never had so many problems until recently. Latest one is internet has been off ALL DAY today and only just come back on.

webdudeuk · 04-01-2010, 18:42

My connection has been appallingly unstable since october and I live in the M20 area. I think I am going to have to call virgin and cancel because they're not providing the service I'm paying for and we're just getting fobbed off by them. They've had months to work on the problem so I foresee it lasting a long time until they choose to deal with it.

bigitup_j · 04-01-2010, 20:58

i want to make a letter of complaint to the top managers at virgin media about the ridiculous "service" being offered by them. who shall i write it to, address etc?
thanks

Retrovertigo · 05-01-2010, 01:55

been off the last few hours again here. Still no mention of it on either the status phone line or the website. I know there are people here who stick up for virgin. But 2 months and still no fix is either incompetence or ignorance. Neither are acceptable when they still charge me as normal.

Sephiroth · 05-01-2010, 09:08

Quote:

Originally Posted by Retrovertigo

been off the last few hours again here. Still no mention of it on either the status phone line or the website. I know there are people here who stick up for virgin. But 2 months and still no fix is either incompetence or ignorance. Neither are acceptable when they still charge me as normal.

Name & shame those people! It is truly shameful that VM don't keep their customers informed; they need to make the effort to respect their customers not steal from them - albeit they're offering the rebate at the end of the problem. For what my opinion's worth, VM have behaved disreputably and disrespectfully towards their afflicted customers.

Burlybolsh · 05-01-2010, 21:58

Phoned up yesterday and booked in a technician to fix the non faulty cable modem just so I could swap UBRs from with5 to another.

Then this morning I actually got a call back from tech support to say they'd finally identified the problem which was a dodgy junction box and fixed it.

The ready light on my modem went from flashing slowly on and off to flashing quickly on and off then went steady.

Perfect connection ever since, fingers crossed...

saeedk786 · 06-01-2010, 00:03

not had any internet today

thank god i have a o2 connection on the BT line as backup much more reliable than virgin even during xmas

logged in to the modem and its only showing DS-1 as connected and the power level has gone down to 3

seems like with5 is totally dead for me

83mjs · 06-01-2010, 09:15

A word to the wise - I would take any suggestion the issue has been fixed with a pinch of salt, cos mine is STILL off - as it has been now since last Monday. That's over a week with no service at all.

On the plus side, I wrote a letter of complaint a couple of weeks ago and they phoned me back and have allowed me to cancel. So - BT line getting installed next week. I'm going with O2 broadband.

I'm happy to be out of the mire, just disappointed with Virgin. Until I upgraded to 50MB that fateful day in November, the service was perfect.

Retrovertigo · 06-01-2010, 11:09

Same here - don't believe for one second the main problem has been fixed. I decided to call them yesterday afternoon after my connection had been down for over 12 hours at that point.

The guy tried all sorts, looked through the system and found no faults in my area (even the ongoing one was news to him) so eventually they booked me an engineer (which I was told would take a week!!). About 2 hours later I get a text message saying there was a fault in the area and that the engineer had been cancelled.

My connection is back this morning - but if VM aren't aware of a local fault around 12 hours or so after it first appeared, then I have no faith in them having sorted this out properly.

It's been going on for at least 2 months now as has been mentioned. I find it highly unlikely that a faulty junction box couldn't have been diagnosed sooner.

I am guessing the last few days has been a separate incident from the ongoing main one. What gets me is that they very rarely offer any kind of compensation for loss of service. For all the days I lost over Christmas, only one guy ever offered me some discount on my bill.

I'm struggling to think of any other main service in my house where I pay the same price as everyone else and can get a severely degraded service compared to other customers.

83mjs · 06-01-2010, 11:54

I know. I've just finished writing another letter of complaint, asking for my money back since this whole fiasco stated.

Most recent bill was for £116 (yes you read that right)! Including £55 installation charge for the XXL. Absolute jokers!

Anyone else had any luck getting charges refunded becuase of this issue?

Bluffdemon · 06-01-2010, 12:38

Quote:

Originally Posted by 83mjs

I know. I've just finished writing another letter of complaint, asking for my money back since this whole fiasco stated.

Most recent bill was for £116 (yes you read that right)! Including £55 installation charge for the XXL. Absolute jokers!

Anyone else had any luck getting charges refunded becuase of this issue?

yes i have , thats because ive been on the phone complaining so dam much since november when i upgraded from 20-50meg over december they didnt charge me a month for the BB thats because it was only working for about 5-6 days in december

83mjs · 06-01-2010, 14:28

Good stuff, glad to hear you got some cash back. At £28 a month, nearly £1 a day, it soon adds up when you're not getting any service!

I was only on the 50Mb for a couple of weeks before I managed to get a downgrade to 10Mb again, so to be still charging me for the engineer and activation is well cheeky.

I have just written to em though because if you phone up it can be a bit of a lottery (India/UK, also some are more helpful than others!)

Burlybolsh · 06-01-2010, 18:07

Well guess what. After being told the problem had been fixed (faulty junction box) my connection is now down again. This is of course after the technician appointment had been cancelled.

I phoned India and actually got through to the lady who originally booked me the technician appointment and she was very helpful. Apparently the network team are fully aware of the issue but the tech dept in India aren't and are happy to book a engineer visit. As soon as this happens you'll get a call to cancel this appointment.

What is really annoying is the blatant lies that I've been told. The issue is widely known by the network team but there is still no timeline for a fix. I just can't understand this.

One more thing I wad told that if you want to get through to the UK call centre call after 10pm because that's when India signs off.