Originally Posted by philipp
When I was phoning the status line over the weekend to see if any area faults in my area was coming up. (Its been diagnosed now for my fault so hopefully it be resolved shortly) TS22 was mentioned alot so I think its just their left hand not knowing what their right is doing and the message has been taken off by mistake!
I've spent the past 5 days trying to get a resolution and closure on the loss of broadband. Have rung virgin numerous times, and each time I get a different answer.
Thursday evening it was “will be resolved by 10.00 pm”
Friday morning it was “will be resolved by 10.00 am”
Saturday, I at least spoke with someone who seemed genuinely aggrieved that the service had been cut off for so long, and he called back (on my mobile as the house phone was intermittent), and conveyed the good news that it would be resolved by 10.00 pm that night.
Sunday – as most of us will now be aware, is a day off for Virgin – wonder why!
However, I finally got thru around 1.00 pm and spoke with another guy. He stated that the job card was closed and the problem had been resolved “at the exchange”, so if my line was still not working it must be at my end (novel thinking I thought – blame the customer!)
Arguably after around 20 minutes of checking we confirmed that the signal was not “locking”, which pointed to the hub. Was then advised the earliest an engineer could come out was Tuesday evening.
On Monday afternoon had another call (on my mobile again, guess the land-line is not too hot at the moment). This was an automated call to say the fault was still in the exchange and the call-out had been cancelled. After several calls back I insisted the engineer attend as agreed to ensure there is no problem at my end.
As of 7.00 am this morning, the system was still down.
It is 2012, not 1912. Internet/Telecoms systems can be interrogated by any number of “specialists” remotely, including sub-supplier vendors. They can run scripts that will check for error codes which identify where the fault lies and recommend action to correct it at the earliest. This is usually a service available 24/7 (unless of course you’re with Virgin who don’t work on Sundays!).
So, for over 5 days I’ve been given conflicting information, usually wrong, and feel I’ve been misled and played-out, to ensure I stay on contract. It seems there is no system or clearing house where the what is really happening can be found. “ Keep em in the dark and feed the on recycled ***” seems to be the guideline in this company.
Yesterday was the final straw. I don’t care what Virgin do now, I will be free of them in 29 days, period!
Can anyone recommend an alternative Broadband provider – what’s the best speed available ??