Mordraaneth
06-09-2007, 18:51
I have had a problem several times where my internet connection has been down for days at a time. My internet connection would display "limited or no connectivity". The only way I ever resolved this was by contacting broadband support and them resetting my account and me re-entering my P.I.D. and password.
This was irritating, but bearable. However, now their support line costs some 25p a minute or something ridiculous. I was told by an Indian woman that this was because I needed to restart my P.C. and set top box more often. Despite the fact that I actually did this while on the phone. Despite the fact that my set top box had only one green light on it. Despite the fact that she had to reset my account from scratch, which she then pretended she hadn't done.
At 25p a minute, I expect to be speaking to Richard Branson himself, not an Indian call centre with a woman that barely speaks English, is obviously reading from a script, and has no technical knowledge whatsoever.
After threatening to leave, the only way of getting good customer service with Virgin Media, I was offered a credit for the cost of the phonecall. To my surprise, I actually got it, unlike the numerous credit requests I have made before.
Is there any way to avoid this problem? Or any way to reset my account myself when it does?
I don't want to switch companies, as they are the cheapest I have found, and I have several "customer relations" discounts on my account from previous screw-ups, and the services are excellent, except for those rare times when I actually have to ring them up and ask for help.
Thank you in advance for your help.
This was irritating, but bearable. However, now their support line costs some 25p a minute or something ridiculous. I was told by an Indian woman that this was because I needed to restart my P.C. and set top box more often. Despite the fact that I actually did this while on the phone. Despite the fact that my set top box had only one green light on it. Despite the fact that she had to reset my account from scratch, which she then pretended she hadn't done.
At 25p a minute, I expect to be speaking to Richard Branson himself, not an Indian call centre with a woman that barely speaks English, is obviously reading from a script, and has no technical knowledge whatsoever.
After threatening to leave, the only way of getting good customer service with Virgin Media, I was offered a credit for the cost of the phonecall. To my surprise, I actually got it, unlike the numerous credit requests I have made before.
Is there any way to avoid this problem? Or any way to reset my account myself when it does?
I don't want to switch companies, as they are the cheapest I have found, and I have several "customer relations" discounts on my account from previous screw-ups, and the services are excellent, except for those rare times when I actually have to ring them up and ask for help.
Thank you in advance for your help.