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mattstheone
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Message 1 of 11
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Service issues

We have had Virgin TV and broadband since telewest days. But since June this year. We have had no end of problems with the service pixelated screens. Programs that stutter. Broadband that just drops out.
Each time I call the service centre they arrange an engineer to turn up. They come they look. Then say there is an issue at a box or something else. Then another engineer turns up and slates the other engineer saying he don't know what he is talking about, Tuesday this week gorging sent a senior Engineer. Who has been with the company 18 years. And decided to install a booster outside my house. But he did not know how to do it so called another engineer and arranged to come back yesterday Wednesday. They fitted the booster which is now powered from my electric. But guess what. The problem is still there. Called Virgin last night and now told another senior engineer will come out Saturday. Now seriously losing the will with Virgin. As cannot solve the problem. Since June. Will be calling again today with ref to terminating the contract. We have 3 TiVo boxes , 1 V+. And a 200mb broadband. Which at max is 30mb. Seriously feed up with lack of service
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Superuser
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Message 2 of 11
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Re: Service issues

With the amount of equipment you are running, it does not surprise me that an SDU has had to be installed. The further away from the cabinet you are the worse the problem will be. Perhaps VM should consider installing a dual drop from the cabinet to alleviate this.

SU1617jpeg.jpg


Cable customer since 1993. Services: FH TV, Sky Sports & Movies (2xV+), Talk Unlim Telco, VIVID 100, Virgin PAYG Mobile


 

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mattstheone
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Message 3 of 11
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Re: Service issues

But why would they only instal it now. We have been fine for the other 7 months we have had the equipment. It only started happening since June when we had an outage in the Area
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mattstheone
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Message 4 of 11
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Re: Service issues

What is a dual drop
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Forum Team
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Message 5 of 11
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Re: Service issues

Hi mattstheone,

 

I'm really sorry about how this has been handled so far. I can completely understand your frustration!

 

I've looked at your account and can see an appointment for another Senior Technician has been booked.

I'd like it if you could keep me posted on how the appointment goes. If the problem doesn't get resolved, let me know and I can chase it up.

 

All the best  Smiley Very Happy

 

Josh


Tech fan? Have you read our Digital life blog yet? Check it out


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mattstheone
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Message 6 of 11
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Re: Service issues

I will do but I doubt it will be sorted.
What I cannot understand is the service has worked fine for 12 years. But since an outage in June it has played up. Why can't someone go back and find out what was either repaired or upgraded in June, but as I am typing this I am on the phone being passed all over the place like a pin ball
Just been told by a guy in Broadband there is still a fibre issue in Area. So why don't the Senior Engineer know this ?????
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Message 7 of 11
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Re: Service issues

Hi mattstheone,

 

Thanks for the response.

There is a network fault currently open (Ref.F004679020). It's unusual that the technician was unaware of it. It's likely this is what's causing the issue with your signal.

 

The review date for the outage is 17/08/2016 so hopefully once the field engineers have sorted this, you shouldn't get any more issues.

 

All the best  Smiley Very Happy

 

Josh


Tech fan? Have you read our Digital life blog yet? Check it out


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mattstheone
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Message 8 of 11
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Re: Service issues

We have had that many Engineers just lately. I feel like we are there depot. Had a booster fitted. Did not solve problems. Had a engineer turn up last Saturday. He said well you are running 4 boxes and the broadband off it. What do you expect. As I said a service. And if it don't work don't sell it Had a senior engineers leader turn up yesterday saying it's the ends on the cables
So swapped them all. Then removed the boosters saying you don't need that. Guess what. It is worse than ever now. He said he would call back Friday to see how it's going. What a load of rubbish all this is. As I mentioned at the start. All was working fine until June this year. So what has happened. In June. Software update ? Cab component update ? Tomorrow if not sorted I will be terminating the contract. As you cannot supply a service
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Message 9 of 11
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Re: Service issues

Hi mattstheone,

 

Thanks for posting.

 

I've checked your account and I can see the team have booked in a repull to replace your cabling.

 

Let me know how it goes and give me a shout if you get any issues.

 

All the best.

 

Josh


Tech fan? Have you read our Digital life blog yet? Check it out


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mattstheone
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Message 10 of 11
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Re: Service issues

Will do.
Also waiting on a big credit to go through
Due to the problems
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