Forum Discussion

Upset-User's avatar
Upset-User
Just joined
2 hours ago

Frustrating Experience

Customer service keeps closing my chats. Now they keep raising complaints for me with incorrect information that say they are resolved when they aren't. Here is one of the conversations:

Pankaj: Thanks, as I have checked, there is no outage but an intermittent connectivity issue in the past 24 hours and that is it. No major outage is detected. I can see that your HUB is online too, you should be able to use the services without any issue. As compensation, I would like to offer GBP50 as one off credit. I hope you will accept it?

Customer : Thankyou, that sounds reasonable, on the condition it doesn't limit me from any further compensation if the internet cuts out again. And I am able to transfer to the deal for M350Fibre Broadband at £25.99 on your site

Pankaj: Thanks for accepting it and I have applied the credit on the account.

The issue was then marked as resolved but my two conditions were not met. Any time I try to raise another issue I get the run-around. Further issues have been opened with incorrect information and then marked as resolved even though they aren't.

complaint
contract

5 Replies

  • goslow's avatar
    goslow
    Alessandro Volta
    2 hours ago

    You are trying to conflate the two issues of a faulty connection with renegotiating a better deal. The M350 pricing you quote is for new customers.

    A first line agent dealing with faults is not going to be able to renegotiate your contract at the same time.

    Check for any faults in your area using the automated service status number 0800 561 0061.

    At the same time, set up a BQM to monitor your connection

    https://www.thinkbroadband.com/broadband/monitoring/quality

    It would not be a good idea to renew your contract while a fault is present. You can have no idea how long the fault will last so you would be committing yourself to a further 24 months on what may be an unreliable connection.

    If VM gets the connection working reliably, then think about renewing your contract.

  • Upset-User's avatar
    Upset-User
    Just joined
    2 hours ago

    I am not, I provided two conditions for my acceptance of the resolution. They offered me worse deals. As they accepted on their side, they have to fulfil the conditions. Maybe the agent overstepped what they had permission to allow but that's not my problem. I do check faults, it keeps saying it's fixed but it isn't. I also know it's not just me since I've spoken to neighbours in the periods where Virgin claims it's fixed.

    • goslow's avatar
      goslow
      Alessandro Volta
      42 minutes ago

      VM is not going to offer you new customer pricing on a package as compensation for an intermittent fault.

      If your neighbours are also experiencing a problem, that is all the more reason not to renew your contract until the problems are fixed. It confirms a wider problem rather than a fault with just your own connection. You have no idea how long the problem will persist. Some of the intermittent connectivity problems described on here go on for many months. You would be committing to a further 24 months for a potentially duff connection.

      If you set up the BQM you will begin a running record over time which may catch the intermittent problems. Once you have your own evidence of a connection problem, that gives you more options. You can negotiate for further compensation or press the case to leave if it is bad enough.

      There is official compensation for outages but intermittent faults are not covered.

      https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

       

      • Upset-User's avatar
        Upset-User
        Just joined
        40 minutes ago

        It is not intermittent on our side, they just claim it is.
        I understand maybe they shouldn't but I presented what I was willing to go with and they accepted