Vm engineers are a pain

Arthurgray50@blu · 08-08-2011, 17:46

My mother in law has just had BB installed, and has got to payÂ£40 for it and there is a big problem with it, it doesn't work.

My wife has made endless calls to VM to no avail, the story is so endless to go into, the engineer was in an out in about five minutes, didn't leave most of the stuff, she has now got to wait three days for a new bb box.

Absolutely poor service.

Does anyone know Neill Berkett direct email address, he should be told of this poor service we have to put up with with the poor CS.

devilincarnate · 08-08-2011, 17:49

Quote:

Originally Posted by Arthurgray50@blu

My mother in law has just had BB installed, and has got to payÂ£40 for it and there is a big problem with it, it doesn't work.

My wife has made endless calls to VM to no avail, the story is so endless to go into, the engineer was in an out in about five minutes, didn't leave most of the stuff, she has now got to wait three days for a new bb box.

Absolutely poor service.

Does anyone know Neill Berkett direct email address, he should be told of this poor service we have to put up with with the poor CS.

No-one is able to help with out the full story. Also if you get the email address you would still have to give the full story as well.

Sirius · 08-08-2011, 17:51

Quote:

Originally Posted by Arthurgray50@blu

My mother in law has just had BB installed, and has got to payÂ£40 for it and there is a big problem with it, it doesn't work.

My wife has made endless calls to VM to no avail, the story is so endless to go into, the engineer was in an out in about five minutes, didn't leave most of the stuff, she has now got to wait three days for a new bb box.

Absolutely poor service.

Does anyone know Neill Berkett direct email address, he should be told of this poor service we have to put up with with the poor CS.

Do a search on this forum or use a small bit of intelligence to figure it out. Then spend time typing in the FULL storey complete will ALL the details.

When was the install by the way ?

Jameseh · 08-08-2011, 18:08

You've had one bad experience then named the thread "Vm engineers are a pain".

**Rob** · 08-08-2011, 18:11

hmm, the thread refers to a BB box, it's about an installation and yet it's posted in Virgin Media TV section. Accuracy seems to afflict the OP as well as the installer

It's all right I'll move it to a proper home.

Chad · 08-08-2011, 18:14

Quote:

Originally Posted by Jameseh

You've had one bad experience then named the thread "Vm engineers are a pain".

Whilst I agree the thread title is a bit harsh, I hope the problem can be resolved. Nothing worse than looking forward to a service and it doesn't work.

I've got faith that the guys at Virgin will sort this out for your mother-in-law Arthur. Maybe if you give the full story one of our kind Virgin employees here might be able to escalate the matter for you?

Arthurgray50@blu · 08-08-2011, 18:37

I will give you the full story then.

My mother in law has been with VM the same time As us, she decided to get in touch with the times, and we gave her a lap top, VM did BB and she decided that she would have it.

It was arranged to have BB installed today for a Â£40.00 install. The booking time was 7am till 1.00pm, the VM Engineer arrived at 1.30.

He placed the BB on top of the cabinet and left it there, put the cable into the back of the box and left, saying it will work in an hour.

After an hour my m.i.l contacted us, and we found out that the engineer was in the house approx ten minutes, we found out that there was no main cable. So my wife called CS,seven times and got put through to several departments, still no joy.

She tried again and finally got an engineer and said it was too late to get an engineer to call back, he did another test and then found out that the box was broken and they will arrange for a new box to be sent out in three days.

How can they do a proper check without a mains cable

This is poor service from a company, when you cannot get the right answers and the pass the buck scenario.

Sirius · 08-08-2011, 18:51

Quote:

Originally Posted by Arthurgray50@blu

I will give you the full story then.

My mother in law has been with VM the same time As us, she decided to get in touch with the times, and we gave her a lap top, VM did BB and she decided that she would have it.

It was arranged to have BB installed today for a Â£40.00 install. The booking time was 7am till 1.00pm, the VM Engineer arrived at 1.30.

He placed the BB on top of the cabinet and left it there, put the cable into the back of the box and left, saying it will work in an hour.

After an hour my m.i.l contacted us, and we found out that the engineer was in the house approx ten minutes, we found out that there was no main cable. So my wife called CS,seven times and got put through to several departments, still no joy.

She tried again and finally got an engineer and said it was too late to get an engineer to call back, he did another test and then found out that the box was broken and they will arrange for a new box to be sent out in three days.

How can they do a proper check without a mains cable

This is poor service from a company, when you cannot get the right answers and the pass the buck scenario.

So you have 1 problem and then slag off VM engineers.

Arthurgray50@blu · 08-08-2011, 20:14

Sirus, you must live in cuckoo land, this job SHOULD have been done properly in the FIRST place.

VM have a service to run, they are quick enough to take your monthly subscription, but when it comes to an install it sends a puppet.

You pay good money, and decide to increase your service and the engineer cannot do the job properly, its like taking your car in for a service and he doesn't do it.

Sirius · 08-08-2011, 20:17

Quote:

Originally Posted by Arthurgray50@blu

Sirus, you must live in cuckoo land, this job SHOULD have been done properly in the FIRST place.

VM have a service to run, they are quick enough to take your monthly subscription, but when it comes to an install it sends a puppet.

You pay good money, and decide to increase your service and the engineer cannot do the job properly, its like taking your car in for a service and he doesn't do it.

But you totally go over the top and even after you have been given a date for a engineer you want to email the CEO, That is SAD

Peter_ · 08-08-2011, 20:36

Quote:

Originally Posted by Arthurgray50@blu

Sirus, you must live in cuckoo land, this job SHOULD have been done properly in the FIRST place.

VM have a service to run, they are quick enough to take your monthly subscription, but when it comes to an install it sends a puppet.

You pay good money, and decide to increase your service and the engineer cannot do the job properly, its like taking your car in for a service and he doesn't do it.

You will get the box sorted in a couple of days and you can always request a credit for loss of service.

jb66 · 08-08-2011, 20:50

Are you saying there is no plug?

Peter_ · 08-08-2011, 20:54

Quote:

Originally Posted by jb66

Are you saying there is no plug?

It certainly sounds like it only ever had one call similar to this in my time with the company, so it does happen.

It was not this call I can assure you.

**Stephen** · 09-08-2011, 07:51

Bb box? Was it the superhub? What main cable?

You say it's the full story but it's not very detailed and doesn't really explain what was installed.

nugmachine · 09-08-2011, 20:42

The main cable is bound to be the drop cable (cable run from cab to front of the house). So whats proberly happened it that the engineer has turned up and found no drop cable, to which he can do nothing about. So he has two options one to reschedule the job which then may take up to 4 weeks or put the modem and cable in then get his manager to get a new cable pulled and connected asap.

Also i cannot see how they can test the modem if there is no drop cable presence.