DarthMuppet
17-10-2007, 13:05
I should say up front that I am in general a VM fan. I've been with them (and NTL and Cambridge Cable) since 1993 ish i think, and I have had excellent service and support. Until now.
I decided to upgrade to XL, from just phone and 4MB BB. The engineer installed the TV box and left, all was fine. I was connected to one of my home PCs from my office, and at about 1530, the connection dropped and didn’t come back. I got home and it was still down. I called Broadband Tech Support, and they told me that Virgin had accidentally disconnected me, and I had to ring Customer Services to have it put back. I rang CS, and was told that yes, it had been disconnected by mistake, and it would take 24 hours to put it back.
24 hours later, I have no broadband. I call CS, they say I have to call BBTS, as everything looks OK. I call BBTS again, they say they can see the problem with my account, and customer services are the only ones who can fix it. They also said that if CS say they can’t do it, to get CS to call BBTS and they will tell them what to do. I call CS, they say they can’t fix it and refuse to call BBTS. I now have broadband that NOBODY can fix. I call CS again, and the lady I spoke to says yes, she can see the problem, she fills in a reconnection form and it will be 24-48 hours. Fine, I fume, so be it.
48 hours later, I have no broadband. I call BBTS, they say phone CS. I phone CS, I speak to Debbie, who explains things in a bit more detail, one notable thing being that CS are not physically able to contact BBTS. I don’t like what I hear, so I speak to her supervisor (this was on 15th October). I am now told that the reconnection takes 10 days and there is no way of making it happen faster. It took 6 days to finally get to this point. Fortunately, the 10 day period did actually begin on the first day I called, as the CS analyst did the right thing. I am to expect reconnection on 20th.
I have just checked my email this morning, and I discover that my mail account has been disabled / removed. I even get a non-delivery report when I send email to it. The consequence of this is that both my wife and I are likely to a) lose all the email in our mailboxes, and b) be automatically unsubscribed from distribution lists we subscribe to.
So. I upgrade, i lose service for 10 days, and lose all my email too. Ho Hum. The issue is fixing their own cock-ups - 10 days is ridiculous. I was disconnected with a single mouse-click, so it should take no more to put it back.
I will be sending this, with some other (sensible) suggestions to 'Customer Concern' to see if anyone cares, as this is utter madness.
DM
I decided to upgrade to XL, from just phone and 4MB BB. The engineer installed the TV box and left, all was fine. I was connected to one of my home PCs from my office, and at about 1530, the connection dropped and didn’t come back. I got home and it was still down. I called Broadband Tech Support, and they told me that Virgin had accidentally disconnected me, and I had to ring Customer Services to have it put back. I rang CS, and was told that yes, it had been disconnected by mistake, and it would take 24 hours to put it back.
24 hours later, I have no broadband. I call CS, they say I have to call BBTS, as everything looks OK. I call BBTS again, they say they can see the problem with my account, and customer services are the only ones who can fix it. They also said that if CS say they can’t do it, to get CS to call BBTS and they will tell them what to do. I call CS, they say they can’t fix it and refuse to call BBTS. I now have broadband that NOBODY can fix. I call CS again, and the lady I spoke to says yes, she can see the problem, she fills in a reconnection form and it will be 24-48 hours. Fine, I fume, so be it.
48 hours later, I have no broadband. I call BBTS, they say phone CS. I phone CS, I speak to Debbie, who explains things in a bit more detail, one notable thing being that CS are not physically able to contact BBTS. I don’t like what I hear, so I speak to her supervisor (this was on 15th October). I am now told that the reconnection takes 10 days and there is no way of making it happen faster. It took 6 days to finally get to this point. Fortunately, the 10 day period did actually begin on the first day I called, as the CS analyst did the right thing. I am to expect reconnection on 20th.
I have just checked my email this morning, and I discover that my mail account has been disabled / removed. I even get a non-delivery report when I send email to it. The consequence of this is that both my wife and I are likely to a) lose all the email in our mailboxes, and b) be automatically unsubscribed from distribution lists we subscribe to.
So. I upgrade, i lose service for 10 days, and lose all my email too. Ho Hum. The issue is fixing their own cock-ups - 10 days is ridiculous. I was disconnected with a single mouse-click, so it should take no more to put it back.
I will be sending this, with some other (sensible) suggestions to 'Customer Concern' to see if anyone cares, as this is utter madness.
DM