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the_friends
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Appalling Service

 

THIS IS THE TEXT OF AN EMAIL THAT WOULD BE SENT IF YOU PROVIDED AN EMAIL ADDRESS

Please take this as a formal complaint. Without an adequate urgent response we will be cancelling our service with you.

28th November. No tv picture from TiVo box. Phoned Virginmedia. Taken through process of remedying problem. Not solved. First available engineer slot 8th December 4pm-7pm

29th November. VM apparently cancel call out unilaterally as problem is deemed fixed. We are not notified.

8th December. Time taken off work to see engineer. No attendance by engineer. Rang customer services and notified that call out was cancelled by VM as above. Call disconnected by VM after nearly half an hour whilst troubleshooting. No call back from VM. Rang back and recorded message notified one minute waiting time. Call answered after 15 mins. Asked assistant to ring back if disconnected. Again cut off during troubleshooting. No call back.

As of 8th December we have been without a tv service for over a week. Over an hour has been spent on calls with no help from VM. Time off work has been taken pointlessly. Aside from this we have regularly suffered from internet downtime which has been raised with you.

We have previously downgraded our services with you because service is so poor. We have retained a minimum because of the aggravation entailed by switching providers.

In the absence of urgent action to remedy the TiVo fault and some offer of compensation for inadequate service we will require termination of all services.

PLEASE NOTE WE WILL SHORTLY BE IN TOUCH WITH VM AGAIN IN AN ATTEMPT TO REMEDY PROBLEMS BUT WE REQUIRE A RESPONSE REGARDLESS OF WHETHER YOUR RECORDS SUGGEST A RESOLUTION.

 

 

 

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Superuser
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Re: Appalling Service

You have to phone in to cancel for security reasons, although the forum team can escalate matters it could be a few days before they get to you







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Superuser
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Re: Appalling Service

You have to phone in to cancel for security reasons, although the forum team can escalate matters it could be a few days before they get to you






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the_friends
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Re: Appalling Service

Ok, have now spoken to someone else, much more clued up. Perhaps the fact that they sounded UK based is irrelevant and not indicative of inadequate training at an overseas call centre...?!

Within 2 minutes they had diagnosed a hard disk failure and rebooked an engineer for the same time next week so that's more lost work time.

Truly abysmal, Virginmedia. I look forward to hearing what you will offer to keep another from the competitors.   

 

 

 

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Re: Appalling Service

Thank you. Desperately hoping we won't need to cancel. Losing the NTL email address etc is such a pain after so many years. But really fed up with VM and probably no choice. 

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