What a MESS!

[MadK9]

Well his maybe a little long, and not sure anyone can help me with this, but i am one very annoyed customer atm.

i have had basically uninterrupted internet for over a year with no complaints.

In the last 5-6 weeks SO16 suffered an 8 hour outage and since then it has been terrible.

While this was going on i had phoned CS and ordered some upgrades as i had some good deals, and was going to save me money in the long run. So after doing that i had my Upgrades booked for 21st of this month 50meg BB and some other stuff.

Now during he wait time i have been in contact with technical support via the newsgroups for my problems here with very high latency, lag spikes and sync issues. After explaining everything to them and sending in detailed tracrert's, pings, modem logs and modem settings, they finally said it looks like a modem issue, and were going to dispatch a new one.

Heres where the nightmare begins.

After receiving the modem, i followed the leafltet to get this new modem on phoning tech support and then the dram unfolded 'Sorry sir your new modem wont allow me to register it on the network' ok i will go back to the old one then i suggested 'yes please do that', after changing over again, i get back 'im sorry going to have to transfer you to the 50meg specialists team' ??? i asked im not on 50mbit im on 20meg until the 21st.

Well as you can imagine this went around for over 3 hours in circles without any resolution, when finally tech level 2 said they would send out a new modem with would be 50mbit, i thought this was strange at first, but after being on the phone for that amount of time, i just gave up and said ok. So without internet at all i just had to wait :(

I phoned up the following day just to confirm stuff and make sure the modem was dispatched, i was told it was ordered and dispatched that day.

Then i waited, come Tuesday still no modem so i phone again, and im promtly told no modem was ordered???? Well as you can imagine my disgust after being lied to, then the kick in the teeth came, there is nothing we can do untill the 21st. Well i was not going to leave it at that, as after all this was a Virgin fault after i was told to change modem and stuff. So after another 4hour phone call i finally got to talk to a guy in Tech Support that had some ideas on how to fix it.

Well the crux of it came in that phonecall that i had to CANCEL all my upgrades to allow the system to give me my current 20mbit line back that i was paying for.

Now after phoning CS this morning to get my upgrades put back in place, im told the offers are no longer valid. WTH!!!! this was NOT my fault, i was doing what i was asked to do the TS team. Yet i am now out of pocket with this.

What annys me even more about this, is the fact i was close to my upgrade date, but why should i have to wait with no internet until that day with a fault made by them?


Im one very unhappy customer atm, and seriously considering looking at different options, but on the other hand i really don't want the hassle of moving blah blah.

I just want what i originally ordered and a working internet, as since i got it restored yesterday its even worse with the NEW modem, so after all this not only did i loose the upgrades/install date it wasn't the problem after all.

One very irate customer at the moment.

[webcrawler2050]

Simple, answer get a refund for the down time. Let BenMcr read this as he works in CS - maybe PM your account details to a MOD who maybe able to speak to one of CF's VM contacts. Stick with what you got ^_^

[Sephiroth]

It's a sad story and by no means unique. VM's takes with the left hand what it gave with the right and has no morals about putting things right.

To avoid this hassle, I spend an extra £7.34/month on O2 broadband over the BT line (which I never gave up).

My VM service is pretty good, but when it occasionally goes down, I'm not without.

[MadK9]

Well im shocked. In fact i nearly fell off my chair.

After i wrote the original post, i tried to call CS again to see if there was anything they could do i was told there would be nothing they could do until Friday, where they would phone me back, we call me sceptical but after hearing this line by so many different company's in the past i didn't hold out much hope, but low and behold 9:10 this morning the call came, unfortunately i wasn't available, but the CS rep asked when i would be, and at 11:22 she phoned back. This for me is a first, and i was impressed.

After speaking to the CS rep for about 10mins, she was able to restore all my upgrades i had ordered, and even gave me a better deal.

I have to say i'm still a little annoyed about how this all panned out and, i've got to wait an extra 4 weeks until i get them, but with a saving of nearly £150 i'm actually really impressed at the the same time.

Still have terrible problems with my current connection, but the nets surf able, games unplayable, but this time i'm just going to hold out, and wait until the upgrades are done.

So yeah in all not a bad conclusion.

So for any of you guys on here that work for VM/CS thanx, you restored my faith in VM, the first compan ever that had promsied something then actually done it.. :nworthy:

[Peter_]

Well as you can imagine this went around for over 3 hours in circles without any resolution, when finally tech level 2 said they would send out a new modem with would be 50mbit, i thought this was strange at first, but after being on the phone for that amount of time, i just gave up and said ok. So without internet at all i just had to wait :(

I phoned up the following day just to confirm stuff and make sure the modem was dispatched, i was told it was ordered and dispatched that day.

They cannot send out the 50Mb modem as it requires a manned install and the is no option to send one out if the modem is faulty as again only techs fit and supply the 50Mb modem.