Shocking service for months L18

[Digital Fanatic]

Originally Posted by pigmoth

Hi DF,

Just wondering if you could confirm there is actually a fix date set for this fault now?

Thanks,
David

Not yet... we are hoping to find out by tomorrow. I'm off for a few days now, so the Newsgroup Guys can update you. HTH

[xxxxxx]

Apparently the fix date for Liverpool is the 22nd of March.

[pigmoth]

I've heard a similar date today as well...

5 months to solve something reported in Nov.

Probably time I give BT/02 a call.

[xxxxxx]

Originally Posted by pigmoth

I've heard a similar date today as well...

5 months to solve something reported in Nov.

Probably time I give BT/02 a call.

That's what I've done. My BT line comes on 12th of February, and my O2 should be about a week later.

[Kai177]

This is not even funny, i cant even cancel the package if i wanted to as i live in a student house, which is rented and have 5/6months left on contract. and to sign up to a new ISP would tie me into a 12month contract and also getting a bt line would have to shell out £125 connection fee.

my house hold is seriously at the mercy of VM lazyness of getting this fix, i dont pay a premium price for the 'best internet provider' to not have it for 1/4 of the year/contract. actully costing more not having the internet now having to go to, back n forth from the library to do work and is a big waste of time on bus journeys. this is not acceptable at all!

if i had any say in the matter VM should pay for our connections fee to other ISPs after this big mistake, but that would never happen lol.

i know il NEVER be using ANY virgin media product again unless i have absoulty no choice. and il never recomend or advise it again to anyone who might ask me.

Kai

[Nanor]

Bloody furious with this. I first had issues in October and reported it then and now this is what I get

Hello all,

the last update from the team that owns this fault (so to speak) states that
it will take 6-8 weeks for a fix to be implemented. I apologise for the poor
connection that you have been experiencing.

--
Kind Regards
Eric Roberts
Virgin Media Technical Support
http://status2.virginmedia.com/

So i make my initial report 14 weeks ago about problems and now the estimate is another 6-8 weeks, potentially that's 22 weeks between first reporting the issue and it being resolved. I'll be weighing up my options over the weekend, if I'm out of contract Virgin may well be losing the £80 to £90 a month I spend with them. I've been a customer without major issues for over 10 years, I've been generally happy with the service up to now but almost half a year to resolve an issue?!?!?

[Broken Hope]

Originally Posted by Nanor

I've been a customer without major issues for over 10 years, I've been generally happy with the service up to now but almost half a year to resolve an issue?!?!?

I've been a customer since they were Diamond Cable, had issues on the Basford UBRs for what must be coming up to a year now and I'm still no closer to a resolution. They are just incredibly slow at fixing issues it seems.

[pigmoth]

Nanor,

Did you find any decent alternartives for L18? According to the BT website the phone line to my house would only support a 7 mb connection....................

David

[g0mit]

On the bt site I was told 7meg when I was on adsl with Bulldog I was getting 12meg on the 735 exchange
George L18

[Nanor]

Originally Posted by pigmoth

Nanor,

Did you find any decent alternartives for L18? According to the BT website the phone line to my house would only support a 7 mb connection....................

David

Not really looked yet, still in contract with Virgin and still haggling with them over compensation. What I'd really like to know is whether this will be a permanent fix and so should have no issues for the next few years with Virgin (once they have sorted the issue). I've had few problems up to now and it's a great service when it works.

Have a few mates in the area using Sky and BE, they get fairly decent speeds of about 15Mb on a 24Mb connection. I'd be happy with that, the only trouble is the mate with sky had to wait seven months for them to sort an issue he was having with random disconnects, the grass is most definitely not always greener.

If there's no fix by the end of next month and I haven't been compensated to my satisfaction then I'll be jumping ship, until then I'm just grinning and bearing it (while ranting at Virgin CS on a regular basis).

[Ignitionnet]

There is no 'permanent fix'. If you're holding out for any guarantee of having no issues for the next few year and they try and tell you this is possible they are telling porkies.

According to the schedule it won't be fixed until at least first / second week of March. You will likely get part of your broadband subscription back at best - I'm unsure what would be compensating you to your satisfaction though but it won't be any more than the broadband part of your subscription.

Frankly ranting at Virgin CS on a regular basis is childish, grow up. Doing that won't get it fixed faster and there's a human being at the other end of the line who cannot do anything to resolve these issues and doesn't get paid to be your verbal punch bag. Go masturbate, meditate or buy a stress ball depending on your wants, needs and preferences if you need to get rid of some frustration, and as you've been told seek compensation at fault resolution time. Personally I find a combination of all three along with hitting people with 4ft of metal on a piste suitable catharsis for stress.

[Nanor]

Originally Posted by Broadbandings

Frankly ranting at Virgin CS on a regular basis is childish, grow up. Doing that won't get it fixed faster and there's a human being at the other end of the line who cannot do anything to resolve these issues and doesn't get paid to be your verbal punch bag. Go masturbate, meditate or buy a stress ball depending on your wants, needs and preferences if you need to get rid of some frustration, and as you've been told seek compensation at fault resolution time.

Where the hell do you get off? The reason I'm phoning CS on a regular basis is because of a list of failed callbacks, no acknowledgement of any reimbursement on my service, several billing issues and what I (as a customer services manager) deem to be poor customer service. Just because I haven't gone into the details of my dialogues with CS don't assume you know the facts. I find your comments childish, puerile and frankly offensive.

As I work in customer service I know that reps demand a little respect, I may rant at them but never in an abusive or unacceptable manner, you're impying more than you could possibly know about my situation and I'd thank you to keep your uninformed idiotic rantings to yourself in future.

For the record I'm not trying to get anything unreasonable out of Virgin, only looking for compensation on my lack of a decent broadband service, I've never mentioned any intention of trying to get more than that. I'd be happy with a refund for a partial service and a resolution to ongoing overcharges on my bill but that is proving difficult hence my ongoing issues.

With regards to a permanent fix, I'm well aware that this panacea does not exist, I might have overstated my naive expectations, I'm just looking for a little stability in the connection and no more major service degradation that lasts almost half a year. I don't think it unreasonable to expect to have a usable service for more than half the term of a contract.

Maybe I should apologise that i didn't go into 100% detail for you, if you like I'll start typing up every conversation I have with CS in future so that you can make more flippant, but hopefully informed, remarks. Should I be happy being your verbal punchbag?

[Ignitionnet]

I apologise that I took it the wrong way. It my defence it was rather easy to do so your having typed:

If there's no fix by the end of next month and I haven't been compensated to my satisfaction then I'll be jumping ship, until then I'm just grinning and bearing it (while ranting at Virgin CS on a regular basis).

You won't get reimbursement until the issues are resolved, that is the normal process and they should not be telling you otherwise. They can't calculate it properly until all is fixed though they may throw the odd credit your way.

For a customer service manager with what I'd assume to be a fairly high patience and tolerance threshold you do seem to get awfully charged up at some random guy on the Internet calling you childish. Relaxation of one sort another might be a good idea nonetheless. It's Friday, alcohol is probably as good a plan as any. Maybe I should have one too, save me misreading things and going off on a rant of my own

[Sephiroth]

Originally Posted by Broadbandings

I apologise that I took it the wrong way. .....

Relaxation of one sort another might be a good idea nonetheless. It's Friday, alcohol is probably as good a plan as any. Maybe I should have one too, save me misreading things and going off on a rant of my own

Maybe?

[Ignitionnet]

Originally Posted by Sephiroth

Maybe?

Still in a period of abstention I'm afraid.

Probably lack of that is making me touchy.