Quote:
Originally Posted by pip08456
It is a sad fact that VM (not uniquely) have, in some areas, engineering staff who are either totally clueless, uninterested or ill trained.
Go the CISAS route if that appeals and you are willing to wait, which I think you don't, nor should you.
I would recommend you send an email to Neil Berkett the CEO. He will not answer personally but a member of his staff will and they will take over your case. You will have one point of contact within VM until your problem is resolved.
State your case clearly and concisively, Don't go "Head down wade in!" but be polite. You'll be amazed at how you will be treated differently and every avenue will be explored to solve your problem to your satisfaction.
neil.berkett@virginmedia.co.uk |
Thanks you i have wrote a letter can you tell me if this is fine thanks. i just pasted it so the writing may look odd here so i apologies.
Dear Mr Neil Berkett the CEO
I am wring this complaint in order to resolve my on going no Internet connection since December 2009.
I have been a customer for 17 years now(since the Telewest days) and was very happy until last year when i was getting poor customer service over the phone and through engineers.
i had a 20mb broadband and since last december i was having these constant dropouts of Internet connection where at random times per day i will not have Internet for 3 to 6 hours and no matter if i restart the modem there was no Internet.
Since then i have had 4 different modems and several engineers coming over and still the problem is there and its has got worse.
Last month i have decided to upgrade to a 50mb broadband just to get a better quality modem as i thought it was the modem causing the dropouts but the problem has grown and ill be lucky if i have 2 days full Internet connection in a week, and that is disappointing and frustrating, and i am not getting speedy recovery in my loss of service.
The engineers say they cant find the problem or the root cause of to what is triggering the dropouts, but that is not my problem and its virgin media has to fix this as this is unacceptable to leave me hanging out in the dry. They also seemed they were in a hurry and they changed a cable that took 1 min and they were out as they didn't have a clue on what was wrong.
2 weeks ago i again complained to virgin media and they sent out another engineer as usual there test over the phone suggested i needed an engineer sent out again, this the the guy spent some time and didn't seem he was in a hurry and i explained everything to him and the engineer did all the test he could, even going to the roof to see if there is a break in the cable wire hats preventing my Internet connection at random times, but he said everything was fine and was about to leave, so this made me angry and i insisted that he to try some other solution so he phoned some head technical team and did a test from there and at that time it was fine cause i did have an Internet connection at that time, so they said they will monitor the situation over a week and see where the signal is getting lost. I waited a week and still had problems so immediately phoned VM and asked them to check the monitor situation now to see what is happening exactly at that moment where i didn't have any Internet, they guy on the phone did some tests and said he may have found the root cause and that a server in Camden wasn't stable and the power was going up and down so he made a request to resolve this.
Yesterday i phoned VM to cancel everything as i finally had enough of this problem and nobody sorting this out and not taking me seriously but the guy said that since i upgraded to 50mb broadband last month its a new 12 months contract and i cant cancel as i had 28 days to do so. So he said the best he can do is i will get a call from a special engineer on Tuesday called James and he will try to solve my problem since December 2009.
Now to be honest when VB works its the best! but i am not happy with the customer service and thats why i am writing this letter as a last resort to sort this out, i have wasted so much money without using your service and i was told if they find the root cause i will be refunded my broadband installation charge and also be refunded for the lack of service i had over the months.
Everytime i come home from work i want to relax and use the Internet but i always have this fear now whether i will have Internet tonight or not and that is not right? im hoping writing this letter you will take this issue seriously and get back to me with a solution on how to resolve this ASAP thank you very much.
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