jp1983
19-10-2007, 12:07
Here the email Ive sent to Virgin Media - Wonder how long before I get a reply!
First off see the pics here:
http://creativeresponse.co.uk/vm/17102007100.jpg
http://creativeresponse.co.uk/vm/17102007102.jpg
http://creativeresponse.co.uk/vm/17102007104.jpg
http://creativeresponse.co.uk/vm/17102007107.jpg
http://creativeresponse.co.uk/vm/17102007109.jpg
Diary of Events - Virgin Media Install Complaint.
Tuesday 16th - 12.30pm
First engineer arrives to realise a fault with the cable - TV was working but no return path hence no broadband, No phone service.
He attempts to pull up the green pipe which contains the cable down my garden - No fault found.
It was agreed that he could run a tempory cable from the street to the property in order to attempt to gain some level of service. Sadly this did not work.
The engineer then recieved a call saying that 'someone had run into the back of his wifes car' and at the point all efferts stopped and he left - Leaving us with no service BUT advices a crew would arrive the next day to 'repull' the cable (First Lie)
As I know what im doing with these kind of things I hooked up the Coax he had left in the middle of my garden to the STB and Modem via a filter - TV and Broadband working but with very high signal levels, Sadly the phone still dead.
Wednesday 17th - Midday
Expecting that the engineer to have called in the work required from the day before, I call customer services to be informed they have no knowledge of a failed install.
The advisor informed me she can book in a 'repull' but this would be on the 24th Oct. With the state that everything had been left in, and the lack of phone service, I found this was unacceptable and requested a manager - Sadly the line went dead and I had to leave the house for a while.
Wednesday 17th - 6.30pm
Installations Crew arrive but advise it is too dark to do that work. This was understandable but the engineer guarenteed a call back on Thurday and a guarentee of the work to be carried out be completed by Friday.(Second Lie)
Thursday 18th
No Call is recieved - I take it on good will and leave it for the day, expecting a call friday morning.
Friday 19th - 11am
No Call is recieved - Time to call customer services.
CS advise me there is no record of the engineer crew visiting on wednesday and that the 24th is the earliest date. I once again go over everything that has happened and ask for a manager as this is not acceptable. Not only is the way things have been left unsafe, but as of yet services are not been delivered.
As of this time I am waiting for a manager to call me back with an arragement for the works to be completed.
Concolusion
I do not think that Virgin Media realise how poor this level of service is. You appear to be more intrested in 'Half connecting' a customer then leaving them to deal with the rest If everything had of been completed by now - as promised, we would have placed an order for not only your V+ Service along side a Stand V Box, but also a Virgin Mobile package aswell. Your lose!
With experience of a repull from the NTL days, and having technical knowledge myself, I know the work would take no more than 30minutes and I even offered to help a one man crew. I feel it fair to make you aware that untill FULL service is recieved, I do NOT agree that the contract (or in the words of virgin, The Legal Stuff) has started and therefor will not be paying for service untill this date.
Any Advice please ?
First off see the pics here:
http://creativeresponse.co.uk/vm/17102007100.jpg
http://creativeresponse.co.uk/vm/17102007102.jpg
http://creativeresponse.co.uk/vm/17102007104.jpg
http://creativeresponse.co.uk/vm/17102007107.jpg
http://creativeresponse.co.uk/vm/17102007109.jpg
Diary of Events - Virgin Media Install Complaint.
Tuesday 16th - 12.30pm
First engineer arrives to realise a fault with the cable - TV was working but no return path hence no broadband, No phone service.
He attempts to pull up the green pipe which contains the cable down my garden - No fault found.
It was agreed that he could run a tempory cable from the street to the property in order to attempt to gain some level of service. Sadly this did not work.
The engineer then recieved a call saying that 'someone had run into the back of his wifes car' and at the point all efferts stopped and he left - Leaving us with no service BUT advices a crew would arrive the next day to 'repull' the cable (First Lie)
As I know what im doing with these kind of things I hooked up the Coax he had left in the middle of my garden to the STB and Modem via a filter - TV and Broadband working but with very high signal levels, Sadly the phone still dead.
Wednesday 17th - Midday
Expecting that the engineer to have called in the work required from the day before, I call customer services to be informed they have no knowledge of a failed install.
The advisor informed me she can book in a 'repull' but this would be on the 24th Oct. With the state that everything had been left in, and the lack of phone service, I found this was unacceptable and requested a manager - Sadly the line went dead and I had to leave the house for a while.
Wednesday 17th - 6.30pm
Installations Crew arrive but advise it is too dark to do that work. This was understandable but the engineer guarenteed a call back on Thurday and a guarentee of the work to be carried out be completed by Friday.(Second Lie)
Thursday 18th
No Call is recieved - I take it on good will and leave it for the day, expecting a call friday morning.
Friday 19th - 11am
No Call is recieved - Time to call customer services.
CS advise me there is no record of the engineer crew visiting on wednesday and that the 24th is the earliest date. I once again go over everything that has happened and ask for a manager as this is not acceptable. Not only is the way things have been left unsafe, but as of yet services are not been delivered.
As of this time I am waiting for a manager to call me back with an arragement for the works to be completed.
Concolusion
I do not think that Virgin Media realise how poor this level of service is. You appear to be more intrested in 'Half connecting' a customer then leaving them to deal with the rest If everything had of been completed by now - as promised, we would have placed an order for not only your V+ Service along side a Stand V Box, but also a Virgin Mobile package aswell. Your lose!
With experience of a repull from the NTL days, and having technical knowledge myself, I know the work would take no more than 30minutes and I even offered to help a one man crew. I feel it fair to make you aware that untill FULL service is recieved, I do NOT agree that the contract (or in the words of virgin, The Legal Stuff) has started and therefor will not be paying for service untill this date.
Any Advice please ?