virgin planned maintenence 11th jan2017 west london- still no broadband or tv service since
13-01-201711:17 - edited 13-01-201711:25
I have a letter dated December from Mark Davidson Executive Director Customer Care stating important improvement and upgrade work in my are up to 5pm on 11th January 2017. Still no tv or internet Service since cut at 11:15 as per router logs - the fault is external to my house as proven but help desk and the manager Engineers has booked two house visits 17th and 19th to find out why 2 TiVo boxes and smart hub aren't working - NO - the upgrade was external to my house but their process knows nothing of this work and they cant escalate to his manager or anyone in UK -0 heeeelp!! 8 calls later and still no progress
Re: virgin planned maintenence 11th jan2017 west london- still no broadband or tv service since
trust you are well
Don't know how you can help -
I finally got my service back online a week later - an engineer came and went straight to the outside cabinet where he found that the during the planned maintenance my cable had not been connected back into the frame - I spent several days hours arguing this with the support desk previously - all their tests stated it was my fault in my house ( because the tests are scripted and don't allow for the obvious) which I already had proven it was not and the fault was in the cabinet.
I have heard nothing from the service desk re compensation for clearly it was a Virgins Engineers error and lack of procedures during planned outages and checking service is restored.
I have had no bill reduction as promised - the voice record can be checked for loss of service and travelling expenses between my home and Kent to get a secure VPN link to manage my own client base.
I actually am employed by BT but use your services and have done for nearly 20years , so clearly a very loyal client .
The standards Virgin now employ with offshoring work and scripts and procedures and unable to escalate in India back to a UK manager on any issues are absolutely appalling - I will being making representations to Ofcom re non contact after loss of service .
The old days before offshoring as I am based in West Drayton , called an engineer in Langley ,if I had an issue ( which was so rare ) , discussed calmly , based on discussion and diagnosis of real problem was out that day to fix , even if on way home! , not script following by a non techie who has never seen the equipment in use, let alone understand basic networking and types of errors , that do not follow the script and also frustrated by the minimum 7 day waiting period to investigate by site visit which wasn't needed.
The amount of time wasted on a 5 second replug was equivalent to probably a man day , + all my travelling time back and forward to Kent during the outage
I look forward to a reply or someone to make the effort to contact me and not for me to have to wait for hours on a queuing system only to be told it is not my problem and you have to go somewhere else and queue again .
'All of our agents are currently busy. Please try again later' even on the IM service!!