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Rao Vantika · 22-06-2010, 13:04

Hi,

I've been having major problems with Virgin Media this last month or so. Here's what has happened up to now.

7th May 2010. I signed up on-line for Virgin Media for a telephone line and cable TV, this was for my elderly mother who was due to move in to a flat in sheltered accommodation w/c 17 May. I opted for self installation as the wiring was present in the flat. The ordering process was straight forward and a date of 10th May was given for delivery of the equipment. Fair enough. I then received three separate e-mails from "Theteam" at 13:10 containing general information but nothing to indicate my order had been successful so later in the day I phoned sales and was told they couldn't find my order and I would have to start again!

I duly signed up with the agent and was told I did not qualify for self installation after all (why?) and it would cost me £35.00 and not only that the install would not take place until 12 May 2010. I was not impressed but reluctantly agreed.

The engineer turned up on time on the day and got the TV going without a hitch, the telephone was, a different story.

He said that there were no spare pairs in the cabinet so service could not be provided. After many phone calls to your 0845 number costing many pennies each It was agreed the line would go live a couple of days later, so I plugged a phone in and guess what? no dial tone, the number I had been given was ringing though when I tried it from my mobile. A week later an engineer turned up to do the work and the line was now working, for now.

Fast forward to early June and the line became very crackly, conversations could not be carried out and Mum had to resort to using her mobile, calls into the home phone auto-answered after one ring and the crackling continued. Once I was sure it was not the telephone instrument (I tried another) I contacted faults, a tech was booked for four days later, four days!!

No one arrived on the Tuesday and it was Friday again before an engineer showed up, said it was the Socket so changed it, seemed to work so he left. Two hours later it's gone again!!

I telephoned later that day and was told there would need to be some construction and I would get a phone call on my mobile later that day, guess what no call. I phoned up again yesterday only to be told by the faults bloke that it is an area fault, I was absolutely fuming by now.

So, where are we upto? I've got a useless phone line which I've been paying for from day one as well as £35.00 installation which is just not fair.

No one seems to know if and when the line may be fixed. I can't believe the service I have received. The billing department are on the ball though, I got my £99 bill bang on time, not itemised though, I did ask for an itemised bill.

I don't know which way to turn now. BT, Talk Talk? can they be as bad?

Thanks for reading.

22-06-2010, 13:04	#1
Rao Vantika Inactive Join Date: May 2010 Location: Hove, East Sussex Services: Tivo: XL Phone: L Broadband: L Posts: 13	Telephony Nightmare!! Hi, I've been having major problems with Virgin Media this last month or so. Here's what has happened up to now. 7th May 2010. I signed up on-line for Virgin Media for a telephone line and cable TV, this was for my elderly mother who was due to move in to a flat in sheltered accommodation w/c 17 May. I opted for self installation as the wiring was present in the flat. The ordering process was straight forward and a date of 10th May was given for delivery of the equipment. Fair enough. I then received three separate e-mails from "Theteam" at 13:10 containing general information but nothing to indicate my order had been successful so later in the day I phoned sales and was told they couldn't find my order and I would have to start again! I duly signed up with the agent and was told I did not qualify for self installation after all (why?) and it would cost me £35.00 and not only that the install would not take place until 12 May 2010. I was not impressed but reluctantly agreed. The engineer turned up on time on the day and got the TV going without a hitch, the telephone was, a different story. He said that there were no spare pairs in the cabinet so service could not be provided. After many phone calls to your 0845 number costing many pennies each It was agreed the line would go live a couple of days later, so I plugged a phone in and guess what? no dial tone, the number I had been given was ringing though when I tried it from my mobile. A week later an engineer turned up to do the work and the line was now working, for now. Fast forward to early June and the line became very crackly, conversations could not be carried out and Mum had to resort to using her mobile, calls into the home phone auto-answered after one ring and the crackling continued. Once I was sure it was not the telephone instrument (I tried another) I contacted faults, a tech was booked for four days later, four days!! No one arrived on the Tuesday and it was Friday again before an engineer showed up, said it was the Socket so changed it, seemed to work so he left. Two hours later it's gone again!! I telephoned later that day and was told there would need to be some construction and I would get a phone call on my mobile later that day, guess what no call. I phoned up again yesterday only to be told by the faults bloke that it is an area fault, I was absolutely fuming by now. So, where are we upto? I've got a useless phone line which I've been paying for from day one as well as £35.00 installation which is just not fair. No one seems to know if and when the line may be fixed. I can't believe the service I have received. The billing department are on the ball though, I got my £99 bill bang on time, not itemised though, I did ask for an itemised bill. I don't know which way to turn now. BT, Talk Talk? can they be as bad? Thanks for reading.