Tech support unfairly charging me.......

[Smilie]

I've been trying to get a new modem for my 20mb connection
which i posted about on this thread (http://www.cableforum.co.uk/board/12/33620300-new-modem-havent-arrived-xl.html)

now after all those phone calls and a email to virgin media
i called the tech support phone line (which the reply to my email suggested)

now i got through to some1 at TS (india i think)
and after a min or 2 just to confirm my account number (bad phone line or something)

i told him i needed a new modem for my 20mb connection
he understand right away (no testing my connection or anything)

he then tried to do the application for me which took another few mins
during the time confirming my account number a few times again and saying thanks for holding the line

in the end he told me that the application was down
and he cant get the application done told me to call back tommorow

so i asked him if the call will be refunded
he said he cant refund it cause the application system is down
and cant get it to work but told me to hold on the line (so he can try again)
i told him well its not my fault why should i be charged
but he just said sorry
i asked if he could put a note or something on the account so when i call again tommorow i can get my call refunded
same reply system down sorry
in the end it took 8mins on the call well its only £2
but still not worth it

well now i will be calling again tommorow to try and get a new modem
but now im really getting quite **** trying to get this modem
didnt really needed it as i never used my connection to the max anyway
but as im paying for it why not get it

[dgardner]

Hi,
You could order it yourself from here http://allyours.virginmedia.com/html/existingcustomers/faster/current_service.html

[Smilie]

yea i did order it from there before
but it never arrived
thats why making all these phone calls to VM

[dgardner]

You could try calling cs to see if they have any info on how it is sent parcelforce etc and see if they have a reference number that can be checked on the carriers site.
Not sure if they have access to this but worth a try and its a free call.

[v0id]

You don't need to speak to technical support. It's the sales team that handles modem swaps :/

[Smilie]

ill put the email that i sent to VM
save me typing what i've tried doing again

I need to upgrade my modem to get the 20mb I ordered a
new modem on 11/08/07 and got a comfirmation email ( reference number:
******** ) and it said it will arrive within 14days
but i still havent received it yet
I tried calling customer support and got diverted to 2
other departments (Sales and Quick Start line) and still havent got
this sorted any idea if my modem been ordered and delivered??

there more details of what i've done on the thread i linked on the 1st post

[Smilie]

think i got everything sorted
called TS again today
got a new modem ordered
and he also was able to see the call i made lastnight
and was able to refund that also