I can't get cable

skip0pot2mus · 31-08-2007, 11:10

Oh my word,
[Hello, newbie]

I called Virgin Media in May, asking if I could have Cable, they told me it was not available in my area, but to call an automated number and leave my details, an engineer would be in contact within 10 days.
A month later I left my details again.......

Okay, so there is Nynex in my road, there is a green junction box on my garden wall, my next door neighbours have Cable.

I wrote a letter stating this in July...

August 1st, I received a letter from Virgin [automated] saying they were sorry I was unhappy, someone would be in contact within 15 working days.
Monday, I received a call from customer services, clearly they had not read my letter, as they transferred me straight to sales who told me to call the automated number...argh!

So I called customer services again today, quoting the reference number on the letter "we don't use those numbers sorry" asking if someone could come round, lay a cable from the road to my flat [15 metres??]

"Oh" said the lady "you need NTL installations, I'll transfer you through"

Finally I thought I got somewhere, until the lady I spoke to said that I Virgin Media was not available in my area, I asked if this was NTL installations, she told me it was Virgin customer services!!! ARGH!

Why does nobody understand me?! All I want is for an engineer to come round and hook me up with cable, I want to pay for their services!!!

Please, does anyone have any advice, real telephone number, email address to contact in order for me to get a definitive answer, I'm going spare here.

Many thanks and have a nice day.

Matt

awibble · 31-08-2007, 12:34

does your neibour have ditial or analogue cable?

I personally would call sales as if you where going to order it, when they tell you that you carnt have it, tell them, that your neibour has it, and that you have a cable box right infront of your house. They should be able to send someone to do a survey to see if you can have it.

**Chris** · 31-08-2007, 12:37

Quote:

Originally Posted by awibble

does your neibour have ditial or analogue cable?

I personally would call sales as if you where going to order it, when they tell you that you carnt have it, tell them, that your neibour has it, and that you have a cable box right infront of your house. They should be able to send someone to do a survey to see if you can have it.

So they should. But they won't, because the OP has been on to them several times already and they have failed to do so so far.

I don't know what the answer is here - are there any staffers on the board who are able to get the local networks bod to make a check on the address?

skip0pot2mus · 31-08-2007, 12:38

Quote:

Originally Posted by awibble

does your neibour have ditial or analogue cable?

I personally would call sales as if you where going to order it, when they tell you that you carnt have it, tell them, that your neibour has it, and that you have a cable box right infront of your house. They should be able to send someone to do a survey to see if you can have it.

I've already called them, they look up my postcode and say I can't have it.
I've told them that there is a box outside my house, and my neighbour has Digital I'm sure. No engineer has ever been sent and the service team deny that they can send anyone at all. They simply say no. Twits..Worst customer service I have ever seen, they just don't care.

**Chris** · 31-08-2007, 13:03

It's the 'computer says no-ooohh' attitude.

For whatever reason, your postcode has been left off the database. It could be that your house has a different postcode to your neighbour, and that generally the houses within that postcode are 'off net', in which case your house is showing as unserviceable even though it's right next to the junction box. Are there other boxes further up your street, or any evidence of the pavements being dug up?

---------- Post added at 13:03 ---------- Previous post was at 12:45 ----------

Thread moved to installation issues

skip0pot2mus · 31-08-2007, 13:20

Yes the pavements have been done, right next to the BT ones

nicke261192 · 31-08-2007, 14:22

Quote:

Originally Posted by skip0pot2mus

Oh my word,
[Hello, newbie]

I called Virgin Media in May, asking if I could have Cable, they told me it was not available in my area, but to call an automated number and leave my details, an engineer would be in contact within 10 days.
A month later I left my details again.......

Okay, so there is Nynex in my road, there is a green junction box on my garden wall, my next door neighbours have Cable.

I wrote a letter stating this in July...

August 1st, I received a letter from Virgin [automated] saying they were sorry I was unhappy, someone would be in contact within 15 working days.
Monday, I received a call from customer services, clearly they had not read my letter, as they transferred me straight to sales who told me to call the automated number...argh!

So I called customer services again today, quoting the reference number on the letter "we don't use those numbers sorry" asking if someone could come round, lay a cable from the road to my flat [15 metres??]

"Oh" said the lady "you need NTL installations, I'll transfer you through"

Finally I thought I got somewhere, until the lady I spoke to said that I Virgin Media was not available in my area, I asked if this was NTL installations, she told me it was Virgin customer services!!! ARGH!

Why does nobody understand me?! All I want is for an engineer to come round and hook me up with cable, I want to pay for their services!!!

Please, does anyone have any advice, real telephone number, email address to contact in order for me to get a definitive answer, I'm going spare here.

Many thanks and have a nice day.

Matt

What happens if you try putting your postcode in here
http://allyours.virginmedia.com/webs...vailability.do
then click your house number and see what it says

skip0pot2mus · 31-08-2007, 14:58

It says I can have tv etc but non-cable.

Ha, just got off the phone to a sales rep [foreign]
I asked if I could have an installation survey on my property as I wanted cable.
She told me I couldn't have a survery done until I was a customer and have a service with VM! I said I didn't think she understood what I was implying, and she just said sorry you cannot have one until we provide a service to you. lol

next step.

---------- Post added at 13:58 ---------- Previous post was at 13:37 ----------

Just spoke to a guy at non-cable customer services, he said they have cable-spotters, and usually have lots of engineers surverying properties, he then transferred my call to sales, who transferred it to non-cable sales, who then told me that they don't send out engineers to lay cables anymore. So effectively I'm back at the beginning!! ha.

**Chris** · 31-08-2007, 15:25

Sheesh.

Stuff it. Get BT and Sky.

skip0pot2mus · 31-08-2007, 15:40

They're more expensive though. I'm tempted to write another letter but considering they didn't read the first one it makes me want to cry.. heh.

signori · 31-08-2007, 15:56

my friend has the same prob...............Cable all around her but shes not ont` data base so tuff.

Unbelievable attitude.

**Chris** · 31-08-2007, 16:16

Sometimes you're lucky and you get someone on the line who is prepared to go the extra couple of millimetres required to get the installs people to do a survey.

Other times, you're not.

skip0pot2mus · 31-08-2007, 20:03

9/10 of the people I've spoken to denied any existence of such a survey.

Unfortunately the only male I spoke to had... true.
He was in non-cable customer service, even after he had explained this to cable sales and then transferred me through, the lady said I could have broadband down my BT line! I told her I wanted the whole shebang.. Oh no.

busboy125 · 31-08-2007, 22:01

Quote:

Originally Posted by skip0pot2mus

9/10 of the people I've spoken to denied any existence of such a survey.

Unfortunately the only male I spoke to had... true.
He was in non-cable customer service, even after he had explained this to cable sales and then transferred me through, the lady said I could have broadband down my BT line! I told her I wanted the whole shebang.. Oh no.

I take it your neighbour is in the same road as you, if so, have you given his postcode in with your house number and seen what address comes up. Might be worth a shot!!

skip0pot2mus · 01-09-2007, 09:52

That is what I just thought as I woke up. heh.

---------- Post added at 08:21 ---------- Previous post was at 08:16 ----------

According to VM postcode check their postcode is in the cable area, so now how do I change one letter of my code, but still get the right address, as that code only applies to that block of flats

---------- Post added at 08:52 ---------- Previous post was at 08:21 ----------

Okay, just spoke to sales, my address isn't on their system, so I pushed it a little and the lady said that she will pass it to the "spotters" dept who will send an engineer out within 5 working days, if I don't hear anything by the end of next week, I am to call back asking for her, and she will escalate it to a property managers something or other...

Finally, someone who knows what they are talking about..