Godi
05-09-2007, 14:58
My broadband went off last week after 11 months good service, despite having the lights on the modem lit correctly. I was told from India that the problem was with my desktop. Virgin were about to abandon me with no broadband service when I hooked up a new laptop out of the box and demonstrated that even with a new machine there was the same lost packets fault. They said a higher level of technical support would call me back the next day.
Next day i noticed both lights out on the modem. I called India and they agreed it must therefore be a Virgin fault and they booked me an engineer, but it would take 6 days. They refunded the cost of this call, but refused to refund me the previous days (several pounds) as they said that was a different fault.
An engineer was scheduled between 8 and 1 today. I rang at 9 and 11 to confirm the booking, at 12.20 someone rang to say they had just been given my job and it would be 4PM when they arrived. I complained and someone came within the hour.
The fault proved to be this, I live at the end of the street and the distance makes the signal weak. In the green engineer box on the street rows of sockets. Those at the top have the strongest signal, those at the bottom are the weakest. Looks as though another engineer last week had disconnected my cable from the top, presumably to repair a neighbours connection and connected me further down.
Today to repair my connection, the engineer diconnected someone else from the top row of the box and shoved them further down. I was reconnected to the top and my internet started working again.
The engineer said this method of repair was simply generating faults, but the organisation isn't interested in sorting it out as it would require investment. :shocked:
Virgin caused my fault to resolve another customers problem, then tried to deny it, charged me several pounds for the pleasure of notifying them, left me without broadband for a week and cost me a days leave.
And I could be disconnected again at anytime. At least I know know how to repair this fault myself in future!
Nice one Virgin.
Next day i noticed both lights out on the modem. I called India and they agreed it must therefore be a Virgin fault and they booked me an engineer, but it would take 6 days. They refunded the cost of this call, but refused to refund me the previous days (several pounds) as they said that was a different fault.
An engineer was scheduled between 8 and 1 today. I rang at 9 and 11 to confirm the booking, at 12.20 someone rang to say they had just been given my job and it would be 4PM when they arrived. I complained and someone came within the hour.
The fault proved to be this, I live at the end of the street and the distance makes the signal weak. In the green engineer box on the street rows of sockets. Those at the top have the strongest signal, those at the bottom are the weakest. Looks as though another engineer last week had disconnected my cable from the top, presumably to repair a neighbours connection and connected me further down.
Today to repair my connection, the engineer diconnected someone else from the top row of the box and shoved them further down. I was reconnected to the top and my internet started working again.
The engineer said this method of repair was simply generating faults, but the organisation isn't interested in sorting it out as it would require investment. :shocked:
Virgin caused my fault to resolve another customers problem, then tried to deny it, charged me several pounds for the pleasure of notifying them, left me without broadband for a week and cost me a days leave.
And I could be disconnected again at anytime. At least I know know how to repair this fault myself in future!
Nice one Virgin.