Internet and TV issues

[Big-DVM]

Hi VM Community - good to be on board!

How to speak to an Account Manager human being at VM?

July 6th - Rung VM to complain TV not watchable as screen pixelating - was told unable to fix online and advance team will come back to me 24 hours later - still waiting!

16th July - Rung VM to complain about Internet really poor - 1st person hung up on me - 2nd person more responsive and said will send an engineer.

17th July - engineer came and after tests said signal was poor from local VM box - will need to arrange for new wiring through garden to the house.

1st August - engineer came and rewired new external cable to our house.

Same day another engineer came after various tests - said that earlier earlier engineer has rewired to next door instead.  Said previous engineer would come next day but never arrived and still awaiting - tv now totally unwatchable!

today - internet poor - tv rubbish and still no sign of engineer for rewiring.

Rung VM 3 times - 2 times - result - text message - 3rd time spoke to human being after 5 minutes - he put the phone down on me as well!

VM - such a lovely service - here's hoping VM community more hands on and helpful!

With thanks

David

[jpeg1]

So you now have a cable over the fence/wall from next door? I hope they got permission from your neighbour to do that. 

[Big-DVM]

Hi Jpeg1 - don't think next door are too bothered as they aren't with VM!

[jpeg1]

Just worth a mention because unwanted connections to next door come up on here from time to time. It's always best to have your own direct cable.

A staff member may pick this up and offer to help, but as long as you have a working connection VM are usually reluctant to spend money on putting things right. 

[Ashleigh_C]

Hi there @Big-DVM 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue with your connection and I can fully understand how frustrating this has been! I'm going to pop you a private message to see what we can get sorted for you. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

[Big-DVM]

Hi Jpeg1

Thanks for your reply "Just worth a mention because unwanted connections to next door come up on here from time to time. It's always best to have your own direct cable."

Yes please would much prefer my own cable as next doors cable is making watching tv in the dining room impossible to watch as so pixelated!

With thanks

[jpeg1]

But @Ashleigh_C promised to get this sorted for you. What happened? 

[Big-DVM]

Hi jpeg1

Just replied to @Ashleigh_C - pinning all my hopes on him.

[Big-DVM]

Hi Jpeg1

Your was spot on about @Ashleigh_C he is a top analysis and consultant for sure 🌠!

He asked me two questions and me bad only answered one and in this great forum - you only get 1 hit per question!!

So can you reply on my behalf to @Ashleigh_C please for...

In regards to the Pod, I am so sorry this has not been received but I will be happy to take a look, to confirm was this a first Pod and did you run checks via the Connect App?

Hi Ash yes this is first ordered pod and for the dining room too - some room are great but others suffer and this was after studying connection speed apps for sure!

[jpeg1]

I'm afraid I have no influence with @Ashleigh_C.  Hopefully they will come back, or another VM person will offer to help.