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Vass88
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Message 31 of 52
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Re: Buffering - Hopeless Customer Support - I've had it with VM

Incredible, no-one spoke to me,  an engineer obviously jsut closed the ticket getting his bonus

yes the problem still exists ( last night)

is this really customer service?  noone speaks to the PAYING customer, just closes a ticket without even checking?

 

January 14th this complaint started!!!!

 

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Vass88
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Message 32 of 52
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Re: Buffering - Hopeless Customer Support - I've had it with VM

You only have to look at the "shared data" that you all asked for, so why ask me?

its very apparent while I sleep  its still going on

 

Vass88_0-1619286272649.png

 

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Serena_C
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Message 33 of 52
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Re: Buffering - Hopeless Customer Support - I've had it with VM

Hi @Vass88

 

Sorry to see the packet loss you experienced between 11am and 6pm.

 

I have scheduled another engineer visit for you and you may view the details via your online account. This is the latest time slot we have, I am unable to schedule a visit for later in the evening as 7pm is the latest time slow we do. I have noted on the Trouble Call that the issues are occurring in the evening.

 

If this appointment is not convenient for you, you can rearrange it via My Virgin Media here.

 

Apologies for the frustration caused, please do let me know how things go with your visit on Tuesday.

 

Thanks,

 

Serena

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Vass88
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Message 34 of 52
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Re: Buffering - Hopeless Customer Support - I've had it with VM

Hi Serena

 

the link just takes me to the home page - I cannot see anywhere to "Rearrange the appointment" I cannot do 4pm tomorrow night, I'm working till 5pm

Vass88_0-1619419805962.png

 

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Vass88
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Message 35 of 52
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Re: Buffering - Hopeless Customer Support - I've had it with VM

Vass88_0-1619419872795.png

 

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Vass88
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Message 36 of 52
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Re: Buffering - Hopeless Customer Support - I've had it with VM

FAIL!!! I dont have any appointments

 

Vass88_0-1619419930322.png

 

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Zak_M
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Message 37 of 52
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Re: Buffering - Hopeless Customer Support - I've had it with VM

Thank you for coming back to us @Vass88 

 

I have taken a look and can see that it has been booked on our end. 

 

If you would like to re-arrange the time and date I can do this from here. 

 

I will pop you over a PM so that I can get a time and date that suites you. 

 

Kind regards,

Zak_M

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Vass88
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Message 38 of 52
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Re: Buffering - Hopeless Customer Support - I've had it with VM

Engineer turned up, then lied (according to DM from commmunity forum team member)

Complaint now coming up to 5 months old and not a single reply from a manager

Even the engineer told me to call customer services who just tell you to "reboot router", he didnt look at anything, didnt even come it to the building.

just said " yes we have had reports of over utilisation in this area for 3 years"

so VM take my money but do not provide the service I pay for and thats OK ?

 

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gary_dexter
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Message 39 of 52
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Re: Buffering - Hopeless Customer Support - I've had it with VM

You pay for up to speeds. Not consistent speeds.


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Vass88
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Message 40 of 52
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Re: Buffering - Hopeless Customer Support - I've had it with VM

what an ignorant response - go annoy someone else  IDIOT

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