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Cfrancis
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Message 31 of 74
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Re: Loss of internet/very poor customer service

The engineer hasn't been able to fix it, like I thought he couldn't, he just diagnosed the issue, which I already know, the cable was broken by the previous engineer. 

He's given me his managers number who is hopefully coming out this week, but I haven't been told a date. 

I'm expecting huge compensation for the amount of time that has passed, lack of communication and now incompetence by virgin staff to resolve my issue. 

As always I can be contacted any time but I doubt CS or the resolution team will

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Cfrancis
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Message 32 of 74
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Re: Loss of internet/very poor customer service

Just to add, that now my virgin box can't find any channels, so now I'm without TV as well! 

This is day 21 without Internet and it may be 2 more days without Internet and TV. Just to add insult to injury I get an email informing about my bill. 

Maybe I'll make them wait for payment as long as I've had to to see how frustrating it can be

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jbrennand
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Message 33 of 74
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Re: Loss of internet/very poor customer service

@Zak_M can you help the OP here - they seem to have been left behind in their own thread

--------------------
John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Cfrancis
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Message 34 of 74
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Re: Loss of internet/very poor customer service

So my compensation at the moment should SO FAR tally to;

21 x £8 = £168 for days since the total loss of internet

1x £25 for an engineer not turning up for arranged appointment which was 8th but came 9th

7 x £5 = £35 for not fixing my service on the promised date being the 8th

Maybe seeing the money this is costing them will get some kind of response 

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Andrew-G
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Message 35 of 74
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Re: Loss of internet/very poor customer service

@Cfrancis Maybe I'll make them wait for payment as long as I've had to to see how frustrating it can be

I suspect you're jesting, but in case you're not, don't withhold payment:

https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Abysmal-amp-Non-Existent-Customer-S...

If you want to hit them where it hurts, keep paying but raise a formal complaint, if you don't get a handsome resolution (and I'll bet you won't), then reject it and request a deadlock letter, and then escalate to the arbitration service CISAS.  CISAS will do a good job of expert and impartial resolution, and the case fees (probably a LOT more than you'll get in compensation) are always paid by the company.  Slow, bureaucratic, but effective to "stick it to the man".  Whether that actually results in VM fixing your problem could be a completely separate matter. 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Cfrancis
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Message 36 of 74
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Re: Loss of internet/very poor customer service

So I still haven't had a reply from the resolution team or the community admon about my most recent setbacks. 

To update you, I now have to wait 7-10 days for a council order to be produced so they can dig up the pavement and finally resolve the issue. 

I know this won't be the end of it as after it gets fixed I will have to spend hours more on the phone to get any compensation. 

Just to add insult to injury, I've received 2 emails recently, saying virgin have added channels, to a TV a don't have access too. Also updated my WiFi, where they will analyse my usage over the last few days to upgrade the performance. They're in for a surprise when they see my usage as zero since the 26th January. 

Will someone at virgin contact me for an update? As I'm paying for a service I cant use

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Barzey
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Message 37 of 74
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Re: Loss of internet/very poor customer service

So sorry to read that 'Cfrancis' lets hope that it does get sorted for you. By way of an update on my situation, I had texts come through stating they had found & fixed a 'Network Problem' in my area and on checking things looked fine and stable.

I monitored the speeds for the next day and up until the day before the Engineer call was due to call. On that day I received further texts asking if things were still alright and if so to reply 'Fixed'. I hesitated to reply too soon (just in case) continually checking throughout the day and the Download speeds were acceptable.

But unfortunately shortly after replying with the requested 'Fixed' at 18:14 hrs the speeds began to drop once more. So at 20:56 I added a note to the previous reply and sent it again. It was responded to almost immediately stating they will get one of their agents to review it and contact me. Next morning at 10:31 another text came through stating they have 'fixed the Network Issue affecting my service' and to please restart my equipment and wait 30 mins. This I duly did and replied to the text that all was running spot on again once more. But by 20:36 I was getting download speeds as low as 212 until at 23:05 they slowly began creeping up again.

That day I also received an E-mail from VM stating they have 'Upgraded my Wi-Fi at no extra cost' which although is very nice of them, it hasn't made any difference whatever that 'Upgrade' was. I am actually left wondering if they realise that my PC's are connected direct via Ethernet Cable when I am doing Speed Checks as its common knowledge that it will indeed vary greatly over Wi-Fi.

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Cfrancis
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Message 38 of 74
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Re: Loss of internet/very poor customer service

I'm waiting on an update on when workmen will be able to dig up the path outside my house to fix the cable. 

I haven't received any update from Virgin on when this will be. I don't want to be phoning again but I'm sure I will have to. Unless the admins on here feel like checking and responding, which they have only done once for me. 

The admins have answered another member more times on my thread than myself. 

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theking
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Message 39 of 74
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Re: Loss of internet/very poor customer service

I've got the same problems. Been happening since October 2020. I actually read someone's post on here saying there all having problems but my dads on bt and to this day has had no problems. He even got a call from bt and a letter saying there would be interruption on his line for one day as they were updating his line and would compensate him accordingly. I'd just say this to anyone that wants to leave but are being told you'll have to pay an exit fee, you dont. If you are having problems and they are doing very little to fix your problems you can leave because they are failing to provide you with what is stated in you're contract. I'm giving them till the 26th Feb 2021 then I'm going to some one else. I have also refused to pay the bill until its sorted. If your still not happy ask them for there alternate dispute email for the ombudsmen they use which can be found on there web page. Dont just lie down and take it fight back.

Ps. Dont forget to try claim for lose of earnings, make a log of calls made, times you lost the internet and put them in letter format to virgin giving them chance to counter you if you are not satisfied let them know you'll be going to the ombudsmen which will give them a final chance to make things right if you're still not happy then go to the ombudsmen. 

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theking
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Message 40 of 74
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Re: Loss of internet/very poor customer service

If they do phone you ask to phone them back I know it's a bit of a ball ache but last 2 times I've been contacted by some one from vm it's been a hacker trying to get my details. At least if you phone them you know you are safe.

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