Apness
11-06-2007, 16:18
Hi all (again)
Anyone else had problems with customer services?
My story is a short one - internet (10mb) went off last week, rung up tech service (call centre in India presumably) jumped through all the hoops - unplug, wait etc (I'd already tried all that anyway) TS said they'd arrange an engineer to come out and fix, gave reference, told me engineer would be here today (11th June) between 12-1600 hours. Also said if no one was in when engineer came round, they'd charge me £10.
Fine, whatever. In the meantime the internet came back on after 15+ hours, was going to cancel engineer but I've been having on/off service for a few months now. Speed is all over the place, barely 4mb instead of 10mb, so figured the engineer could check things out. Then internet went off again for 36 hours Friday/Saturday "no probs" thinks I, engineer round on Monday." comes back up on Sunday after several power off/power ons.
So today I wait, and wait. (Sun is shining, I have other places to be, don't want to get charged £10 for nothing though, and can get on with bathroom floro I suppose).
Rung tech service, quote reference etc. They didn't bother sending an engineer around because there are technical issues in the LS (not mine) postcodes, but just didn't bother telling me that's all. All Rashid or whatever his name is was interested in was whether the service was working right now rather than having had me wait in for someone not coming, and after their threat to charge £10 if I wasn't in. More or less got into a shouting match down the phone with the guy, told him their service was rubbish. "But your internet is working that's all that matters" - no what matters is that the customer is happy and Virgin Media have forgotten that, by employing robots that read off cards and forgetting that if you mess people around, they will vote with their feet.
So, I have intermittent 10mb broadband that sometimes gives me 6mb if I'm lucky, but it's working right now so all is well. And I don't need an engineer cause it's working but we won't tell you no one is coming round because we are rubbish. £10? It's cost me £300 to sit in all day with a day off work!
Ah well, at least I re-covered the bathroom floor and saved myself £10, that's until I check the bill of course. If I find out they've charged me for their mythical engineer to not come round I'll consider it the last straw.
Watch out for this £10 thing from their customer service. They will be charging 25p/minute plus a call connection fee from July as well to report faults on their own service it seems (call on an 0906 number..) so they'll not be in a hurry to fix stuff either or be too reliable.
I never had this trouble with NTL (well, apart from the TV going off from Saturday afternoon to Sunday night for 3 weekends on the trot with no explanation - that's why I went to sky for tv/phone services), looks like I'm going to have to try and get used to 2mb BB in the near future - that's the problem - rubbish BT phone lines won't give more speed :(
Anyone else had problems with customer services?
My story is a short one - internet (10mb) went off last week, rung up tech service (call centre in India presumably) jumped through all the hoops - unplug, wait etc (I'd already tried all that anyway) TS said they'd arrange an engineer to come out and fix, gave reference, told me engineer would be here today (11th June) between 12-1600 hours. Also said if no one was in when engineer came round, they'd charge me £10.
Fine, whatever. In the meantime the internet came back on after 15+ hours, was going to cancel engineer but I've been having on/off service for a few months now. Speed is all over the place, barely 4mb instead of 10mb, so figured the engineer could check things out. Then internet went off again for 36 hours Friday/Saturday "no probs" thinks I, engineer round on Monday." comes back up on Sunday after several power off/power ons.
So today I wait, and wait. (Sun is shining, I have other places to be, don't want to get charged £10 for nothing though, and can get on with bathroom floro I suppose).
Rung tech service, quote reference etc. They didn't bother sending an engineer around because there are technical issues in the LS (not mine) postcodes, but just didn't bother telling me that's all. All Rashid or whatever his name is was interested in was whether the service was working right now rather than having had me wait in for someone not coming, and after their threat to charge £10 if I wasn't in. More or less got into a shouting match down the phone with the guy, told him their service was rubbish. "But your internet is working that's all that matters" - no what matters is that the customer is happy and Virgin Media have forgotten that, by employing robots that read off cards and forgetting that if you mess people around, they will vote with their feet.
So, I have intermittent 10mb broadband that sometimes gives me 6mb if I'm lucky, but it's working right now so all is well. And I don't need an engineer cause it's working but we won't tell you no one is coming round because we are rubbish. £10? It's cost me £300 to sit in all day with a day off work!
Ah well, at least I re-covered the bathroom floor and saved myself £10, that's until I check the bill of course. If I find out they've charged me for their mythical engineer to not come round I'll consider it the last straw.
Watch out for this £10 thing from their customer service. They will be charging 25p/minute plus a call connection fee from July as well to report faults on their own service it seems (call on an 0906 number..) so they'll not be in a hurry to fix stuff either or be too reliable.
I never had this trouble with NTL (well, apart from the TV going off from Saturday afternoon to Sunday night for 3 weekends on the trot with no explanation - that's why I went to sky for tv/phone services), looks like I'm going to have to try and get used to 2mb BB in the near future - that's the problem - rubbish BT phone lines won't give more speed :(