on 10-05-2012 01:11
I am a long standing customer (over 13 years now) and have recently upgraded to the "VIP package" after finding out that cost less than I was paying for just a single V-HD box and "XL/20" (yes, just 20 m/bit) Broadband (and NO Sky HD channels to boot)!!
Apparently VM don't feel obliged to inform customers if their existing contract has in fact become out-dated with far better packages available for less money (and have been for a while too)...Oh well...
Anyways, I had everything installed (TIVO box, V-HD moved upstairs, and Superhub), however I was never left a USB Wi-FI N dongle that I now understand should have been included,
I think the engineer saw I had a Wi-Fi card/antenna already attached to my media center PC and decided they would just keep the one they should have given to me?
As far as the media PC is concerned its not a big problem as the PCI card in that does connect to the Superhub ok at the 5ghz band as well, however I could have used this dongle with my laptop as well as the wi-fi in that is very outdated and will not connect unless I drop to the lower band. As such I am not too amused if the engineer did not give me everything they should have. Having paid near £50 for this installation as well is that too much to ask?
Anwway, my thanks in advance if anyone can confirm I should have recieved the Woreless N USB dongle as well.
Answered! Go to Answer
on 12-05-2012 13:08
on 12-05-2012 17:04
I called and got through to a (presuambly) Indian call center and told them about not getting the Wireless N adapter with my VIP installation and, as with you, they told me I had to pay £30 for one (you get them on ebay for less than that...)
I pointed out to them I know full well other customers are given them free of charge with such installations and that I intended to quote what he was telling me on this board.
After making sure I had his name spelt correctly he then said that as I was a long standing customer they would put in the order for the adapter (can take 7 days to arrive apparantly) and they would credit my account for its cost so I don't end up paying for it. I asked him to confirm I would not be charged for it a couple of times to make sure there could be no mis-understanding , so hopefully I won''t get any further addition to next months bill.
on 15-05-2012 18:50
I have just received my FREE superhub today only to discover that I need a new usb dongle, my internet wont work and the call centre have stated it will cost £30 or they can revert the superhub back to a modem as before, cant really see the point of the superhub then!
My original equipment came from virgin and consisted of a modem, router and dongle so why did they not send one this time and there was no mention of the £30 charge when THEY asked me to upgrade for FREE.
I have phoned customer services twice and then technical who said they would and then they couldnt as they couldnt put the right code in, computer says NO, its an issue for customer services.
Any ideas of who you may have spoken with to get yours?
Ill never pay the £30 and would rather go to ebay at less than a third of the cost than be duped by virgin, I am holding out for it foc, Virgin cant offer stuff FOC when they know you have to then buy somehting else to make it work.
on 20-05-2012 19:23
I understand that this issue has now been resolved.
From checking your connection to the network today I can see that your upstream power level is too high. I have sent you a Private Message. We'll be happy to progress things for you once we have received your reply.
on 18-08-2012 12:59
Hi I have just set up my computer after moving to my new address and having virgin installed, My office is located upstairs but the virgin transmitter is downstairs, I have no wireless connectivity on my PC and need to access the Internet from there.
I have requested a Dlink Dongle as the engineer did not leave one for me and was told I had to Pay £30, surely not as this was not explained in the sign up process.
Could the engineer not simply fitted a box upstairs in the office so I could have a wired connection?
Is that service available to have a box put in the same room where the PC is located?
Will they make further charges?
When I signed up I requested an additional TV box and cabling upstairs but when I returned home that had not happened and the engineer had told my step daughter that the additional equipment will be installed separately, well its a month down the line and no additional equipment installed, no wireless Internet on the computer and very unhelpful customer care advisors,
Does anybody have any advice on my course of actions? Would this be classed as a breach of contract and allow me to move to a different hopefully more helpful provider?
Thanks in Advance