Cable Forum - Tivo V6 Good service from VM engineers.

Virgin Media is often maligned for its poor customer services and its oversubscribed network. I have been one of those criticising CS, although not the internet service. I get my headline internet speeds plus more 24/7.
It is a pleasure, therefore, to report a good attentive service from that provided by VM engineers.

My need for an engineer began after the installation of two V6 boxes to replace my old kit. I was unable, after installation, to access 'catch up' and 'on demand' on both boxes. Very quickly, within 24 hours, low power levels in the building were found to be responsible. The power levels in the street box were at their max, so the engineers replaced the main splitter with a more modern one, found levels to be still too low and so installed a signal booster. My services were fully restored.

Rather than leave it at that the engineers deduced that some of the power loss was on the length of coax between the street box and my property. They fixed a date to replace the whole cable with something newer , but on replacement day found that the old NTL concrete trunking further down the street had been compromised. They couldn't pull the cable through. The date for them to dig up the road, with council permission, has been fixed, for next Wednesday 8.00 am until 1.00. I don't need to be at home until 1.00. I liked the good communication used to let me know at every stage the reason for the hold up and then the precise timeslot. A phone number has been given for me to communicate directly with engineers doing the actual job.

I know some of you might say that this is the quality of service that should always be provided. I would agree, but it was not always like this. VM, at least on the engineers service side of things, has improved its performance.

VM are installing a whole new network right next to our old NTL area. This is fibre to the premises. Given that VM plans to upgrade all the old NTL areas to fibre eventually, using the existing conduits/trunking, wouldn't it be a lovely surprise if they fibred our street. At least half the street must be affected by the compromised trunking. I wouldn't be surprised if the engineers have to replace other lengths of coax. Nah! I'm living in a dream world. Of course they would have to upgrade the street box too. That isn't going to happen.