Shocking service for months L18 - Page 5

Nanor · 30-01-2010, 00:20

Quote:

Originally Posted by Broadbandings

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

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

I save my patience and tolerance for work, not for home. I have an extremely high tolerance probably due to my science background in a previous life demanding rational thought. I put up with casual racism, superiority complexes, arrogance and irrational ranting all week, I tend not to tolerate it outside of work but certainly don't throw it down the throat of some poor sod at the other end of the phone.

Possibly did overreact, apologies for that, but these days I lay off the alcohol unless in the pub or at one of my poker tournaments, got too many early mornings to deal with my boy to risk a hangover too often. I usually get my stress release through XBox Live.... not been able to do that since October.

I've had billing issues for months with VM, each month throwing a new, exciting challenge of working out how much I've been overcharged. To be honest the reimbursement for my service problems is secondary, I just want my bloody bill sorted! That's a whole different story however.

I have been told twice now that I will have a credit on my bill after first raising issues in October. I've obviously been misinformed and it really grates to be misinformed on more than one occasion. I would certainly not accept any inconsistency or deviation from company policy from my staff and would expect the same from VM and, indeed, any other company I deal with.

Promised callbacks not materialising is also a major no no for me, I wouldn't dare deal with our customers like that and would hope for the same from other companies (again probably living in a bubble expecting this).

I've calmed down a little now probably due to the wife having the lounge heated to the temperature of the sun and the fact that the two iPhone apps I bought earlier have finally downloaded after 96 minutes.

Calm thoughts

Ignitionnet · 30-01-2010, 00:37

Agree with you your experience has been totally unsatisfactory. VM are very much a lottery when you contact them.

Have you considered going straight to the 'man' and the CEO's office? They sorted some stuff for me - want some details on what they were able to do and contact?

Nanor · 30-01-2010, 00:54

Quote:

Originally Posted by Broadbandings

Agree with you your experience has been totally unsatisfactory. VM are very much a lottery when you contact them.

Have you considered going straight to the 'man' and the CEO's office? They sorted some stuff for me - want some details on what they were able to do and contact?

I'll be making another call to them tomorrow but any info you can supply would be much appreciated, if I don't get anywhere tomorrow it makes sense to push it further up the ladder. This has been dragging on for far too long.

Ignitionnet · 30-01-2010, 01:13

PM sent.

pigmoth · 30-01-2010, 05:11

Quote:

Originally Posted by Broadbandings

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.

Unbelievable. I don't like this post at all.

Nanor · 04-02-2010, 14:12

Finally had a callback today. Unfortunately I'm in work but my wife is at home as the boy's ill and she took the call.

We've been promised compensation for our service to show on our next bill/bills, outstanding billing issues should now be resolved and connectivity problems should be resolved within 48 hours.

My wife's not particularly technical but seemed to deal wth the call well, this is all I can gather from what she remembered. She first spoke to customer services and then to someone on the escalation team. They ran some remote tests and said there were issues with connectivity between the modem and their servers, he promised these would be resolved within 48 hours and they could do this remotely. Does this sound correct?

If the speed issues aren't sorted I'm not too bothered at the moment I just want a stable connection. We've had horrendous packet loss for months now.

pigmoth · 04-02-2010, 14:24

wow. I hope this is for all L18.

I was promised 30 pounds of my bill, but it didnt appear this month. Did the same thing happen to you?

pigmoth · 10-02-2010, 15:01

Hey Digital Fanatic - Is there any update?

I'm get so confused on the newsgroups, each time I ask the timescale changes.

Digital Fanatic · 10-02-2010, 15:06

Quote:

Originally Posted by pigmoth

Hey Digital Fanatic - Is there any update?

I'm get so confused on the newsgroups, each time I ask the timescale changes.

Hi,

As far as I know the rough date for relief work on the uBR is around the 22nd March.

Speaking to a couple of my friends who are on the same uBR and cable, things haven't been as bad of late, still slow in evening at times... is yours still the same or better?

The work will still be carried out as I know it has effected alot of people in L18 and some in L15.

pigmoth · 10-02-2010, 15:11

I have noticed its slightly better in the morning (though its rare I'm on then) but when I get home from work at 5 its as bad as ever.

Digital Fanatic · 10-02-2010, 15:14

Quote:

Originally Posted by pigmoth

I have noticed its slightly better in the morning (though its rare I'm on then) but when I get home from work at 5 its as bad as ever.

yeah, thats what everyone has said to me about it... 5pm til about midnight. You've got it logged with faults haven't you?

You will get a partial refund once it's fixed.. It's also frustrating for us staff when it's utilisation on a uBR as we know it can take a few months to upgrade.

SNR issues are usually sorted in a few days as this is easy to fix.. Network tech just removes the noise from the network in the field.

Utilisation requires hardware upgrades and they aren't cheap to do.

pigmoth · 10-02-2010, 15:19

Quote:

Originally Posted by Digital Fanatic

yeah, thats what everyone has said to me about it... 5pm til about midnight. You've got it logged with faults haven't you?

You will get a partial refund once it's fixed.. It's also frustrating for us staff when it's utilisation on a uBR as we know it can take a few months to upgrade.

SNR issues are usually sorted in a few days as this is easy to fix.. Network tech just removes the noise from the network in the field.

Utilisation requires hardware upgrades and they aren't cheap to do.

Yeah, I've rung up faults and reported it about 2 times a week for the past two months

They already said I'd be given some sort of refund which didnt appear to happen on my last bill!! I'll give them until this months bill before I ring up and get angry about that.

Thanks for you help.

pigmoth · 10-03-2010, 20:52

I left a message on the newsgroup today because for some reasons I wasnt particularly confident about the date

and this is what I've been told....

"Hi David,

The information we were given in January was that the fix date should be
published soon, the actual date however would likely be 6 to 8 weeks
from this published date. Sadly the date has yet to be published so
unfortunately the 6 to 8 week period has not yet started."

Please tell me they've got this wrong, Digital...I've been waiting since October for this to be fixed and every time I'm given a time scale, it passes and I'm told to wait another 6-8 weeks. Is this just an arbitrary period support are told to give out as it would appear that I'm just being told this again and agian and I'm expected to just accept it when this passes. It was beyond a joke 3/4 months in. Now its getting to 5 months, almost half a year without anything happening to resolve this problem at all. I'm seriously depressed with this whole situation.

Digital Fanatic · 11-03-2010, 11:47

Quote:

Originally Posted by pigmoth

I left a message on the newsgroup today because for some reasons I wasnt particularly confident about the date

and this is what I've been told....

"Hi David,

The information we were given in January was that the fix date should be
published soon, the actual date however would likely be 6 to 8 weeks
from this published date. Sadly the date has yet to be published so
unfortunately the 6 to 8 week period has not yet started."

Please tell me they've got this wrong, Digital...I've been waiting since October for this to be fixed and every time I'm given a time scale, it passes and I'm told to wait another 6-8 weeks. Is this just an arbitrary period support are told to give out as it would appear that I'm just being told this again and agian and I'm expected to just accept it when this passes. It was beyond a joke 3/4 months in. Now its getting to 5 months, almost half a year without anything happening to resolve this problem at all. I'm seriously depressed with this whole situation.

Hi David,

I'll check the ticket tomorrow for you and see if any updates are available.

Nanor · 11-03-2010, 12:54

Quote:

Originally Posted by pigmoth

"Hi David,

The information we were given in January was that the fix date should be
published soon, the actual date however would likely be 6 to 8 weeks
from this published date. Sadly the date has yet to be published so
unfortunately the 6 to 8 week period has not yet started."

That completely contradicts the information I was given a few days ago. I asked if the ticket was marked for completion by the end of the month and was told that was the most up to date information they had. They did not give any indication that the fix date was still in limbo. I will not be impressed if this turns out to be incorrect

I'm expecting it to be resolved in the next few weeks, if it's not I won't be a happy chappie! Getting more frustrated that I can't play games on XBox Live that I got before christmas, can't stream, have trouble browsing etc. etc. etc.

I'm completely speechless that I first flagged intermittent issues in late October and reported consistent problems early November yet this has still not been resolved