Getting nowhere useful with 'customer service'
I am bored of spending time on the phone to Virgin Media's completely hopeless customer service droids, only to end up worse off than before. The precis, as the full story is too lengthy for anyone to care to read, is this...
An issue developed a few weeks ago whereby the sound on many-if not all- channels went very harsh and tinny, and the volume would fluctuate not just between channels, but on the same channel. To the point where some channels were barely audible with the television volume set to near maximum. To rule out the television as a cause I tried Netflix and other services built into the TV, no issues there, I also tried Freeview via antenna, again no problem. Rang VM to report the problem and got sent a new box.
I installed the refurbished box I was sent only to disorder not only has it done nothing to fix the issue, it is running the old TiVo software dating back to before the 360 platform was introduced. So now I have this box with ugly old software, and which does not support the voice search feature on the 360 remote I have.
I once again ring Virgin Media, and after a frustratingly long conversation in which I felt the agent understood maybe 1/10th of what I was saying I was told I was being sent ANOTHER replacement box. I asked why can't they just send an update for the one I have, not possible apparently. I asked if this other replacement will be running the correct software, the agent wasn't sure but said we could deal with that problem after it arrived (by presumably sending yet another box).
Between ongoing issues, regular protracted outages, and a guaranteed fiasco whenever I call customer services, after being a customer since the Telewest days, I'm ready to call it quits. A contract enjoins the parties concerned in a respective set of commitments. Mine is to pay the bill, Virgin Media's is to provide the service. I would contend that given the inability to resolve the issue, and indeed exacerbating it, that contract is in abeyance.