Help and advice please.

ravel · 29-08-2010, 13:24

Hello everyone, I have problem which will probably not sound too complicated to some of you experienced guys, but I'm 77 years old, and having great difficulty dealing with the Indian call centers.

Basically I can't fully understand what they are saying, and after four different phone calls have give up trying.

Here is my situation, five days ago I spoke to someone at VM asking was it possible to have a router, because my grandchildren want to use their laptops when visiting us.

The guy appeared very helpful and said to get a router I need to upgrade to the "XL" from my present "L" broadband, then he told me to after 1 month ring up and cancel the up grade and go back to the 10meg "L"

This sounded fine to my old ears because being just on a poor state pension I couldn't afford to continue with £37 a month.

They are really on the ball when it comes to increasing charges because two days later I received the official welcoming letter from VM (I've been with them for eight years) showing the increase from £18 a month to £37.

This frightened me so I have been trying to get them to exercise "My right to cancel" either after the first 7 days or the 28 days "Happiness Guarantee.

Since my first request to revert back to "L" the speed on the new VMDG280 router/ modem has fallen to around 1.5 megs, but doing the same test on my original 256 modem the speed is still at almost 20 meg.

I can't make any sense out of it all, and wished I'd never asked about the upgrade, been happy for years previously.

Any help or advise would be much appreciated.

Regards ravel.

v0id · 29-08-2010, 15:25

Log into 'My Virginmedia' https://my.virginmedia.com/dashboard/start and it should tell you what Broadband package you're on

ravel · 29-08-2010, 16:35

Quote:

Originally Posted by v0id

Log into 'My Virginmedia' https://my.virginmedia.com/dashboard/start and it should tell you what Broadband package you're on

Thank you for your useful link which tells me I'm still on "XL" so after all my efforts on the phone have achieved nothing, but it still doesn't explain why the new modem/router has gone down to 1.5 megs and the previously used one (256) is giving around 19.8 megs.

Please is there a VM number where your fairly certain to speak to someone in Britain which will make it much easier for me.

Regards ravel

ravel · 30-08-2010, 19:36

Well this is a bit sad,102 views and only one kind member responded, I was hoping for lot's of help as nearly always occurs on this fine forum when others are having problems.

I decided to do a forum search, for similar situtations, and regarding the call centers I found a post saying it's best to call in the daytime with a better chance of avoiding the Indian ones.

I will try that tomorrow.

Regards ravel

joglynne · 30-08-2010, 20:01

Quote:

Originally Posted by ravel

Well this is a bit sad,102 views and only one kind member responded, I was hoping for lot's of help as nearly always occurs on this fine forum when others are having problems.

I decided to do a forum search, for similar situtations, and regarding the call centers I found a post saying it's best to call in the daytime with a better chance of avoiding the Indian ones.

I will try that tomorrow.

Regards ravel

Don't forget that it was the Bank Holiday weekend and the forum was slightly mucked up yesterday and most of to-day. At least your using the search function did get you the information you needed. Ring just after 8am and you have a good chance of getting a UK call centre.

I hope you get sorted. Let us know the outcome and if you still have problems I am sure that there will be more members about to advise you by then.

Peter_ · 30-08-2010, 20:34

If you are on a Virgin Media phone line then call in on 150 and choose the option "thinking of leaving us" and explain things to that agent,if you only have a BT line then call 0845 454 1111.

ravel · 30-08-2010, 21:15

Quote:

Originally Posted by joglynne

Don't forget that it was the Bank Holiday weekend and the forum was slightly mucked up yesterday and most of to-day. At least your using the search function did get you the information you needed. Ring just after 8am and you have a good chance of getting a UK call centre.

I hope you get sorted. Let us know the outcome and if you still have problems I am sure that there will be more members about to advise you by then.

Many thanks joglynne for your kind post, I feel alot better now, and will take your advice about the 8am call, and also thanks for reminding me about the bank holiday situation, you could say I picked a bad time to post

Regards ravel

---------- Post added at 21:15 ---------- Previous post was at 20:35 ----------

Quote:

Originally Posted by Masque

If you are on a Virgin Media phone line then call in on 150 and choose the option "thinking of leaving us" and explain things to that agent,if you only have a BT line then call 0845 454 1111.

Thank you for the info, and I do only have BT line at the moment, but thinking seriously of taking VM phone when my "Evenings and Weekends" contract with BT expires in Feb 2011.

Regards ravel.

Lunatic Mick · 30-08-2010, 22:14

I did just as Masque suggested a few days ago when as a 67 year old was confused with wireless routers. Phoned retentions and said I wasn't thinking of leaving but needed help. Result one in the mail for £4.99 packing and postage. On 10mb Broadband and a customer for more years than I can remember.

ravel · 31-08-2010, 15:20

Well guys I'm happy to say, as a result of the information and advice received here my torment is over.

I telephoned this morning as suggested, and got through to a great guy called Neil at manchester who listened patiently to my story, and quickly put things right, both hardware and cost to my complete satisfaction.

I'm sitting here in the sun feeling good, thanks to this forum, and the helpful members in this thread.

Regards ravel.

Peter_ · 31-08-2010, 15:29

Quote:

Originally Posted by ravel

Well guys I'm happy to say, as a result of the information and advice received here my torment is over.

I telephoned this morning as suggested, and got through to a great guy called Neil at manchester who listened patiently to my story, and quickly put things right, both hardware and cost to my complete satisfaction.

I'm sitting here in the sun feeling good, thanks to this forum, and the helpful members in this thread.

Regards ravel.

Nice one.

joglynne · 31-08-2010, 15:40

Great news ravel and well done Neil for proving how good VM UK reps can be.

Digital Fanatic · 31-08-2010, 17:43

good result

ravel · 31-08-2010, 20:01

Quote:

Originally Posted by joglynne

Great news ravel and well done Neil for proving how good VM UK reps can be.

I agree m8, and Neil did give me his surname, but I thought it wise not to reveal too much.

Regards ravel.

Peter_ · 31-08-2010, 20:25

Quote:

Originally Posted by ravel

I agree m8, and Neil did give me his surname, but I thought it wise not to reveal too much.

Regards ravel.

The staff on here appreciate that our colleagues full names are not posted on here.

joglynne · 31-08-2010, 21:06

Quote:

Originally Posted by ravel

I agree m8, and Neil did give me his surname, but I thought it wise not to reveal too much.

Regards ravel.

You cold always send an email into VM though praising them for having such a good representative and giving your customer number and his full name so that your comments can be noted on his records.