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Beth_G
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Message 11 of 26
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Re: Post-RS errors, a "short term stability issue", cable repull, and friends

Hi iwantraytolive,

 

Apologies for any confusion caused by our previous response. I'm also terribly sorry to hear of how much stress this has caused, it truly is disappointing and we want to do everything we can to turn this around for you.

 

I've had a look through the account and can confirm that your complaint is with our Executive Team and can see that the complaint handler has been in touch with you a few times to discuss the next steps and is working towards a resolution for you.

 

I can see that another repull has been booked for you as you mentioned that we did not have the permits required to carry out the constructions works that were needed. If you are unsure of the date planned for the repull, please head over to your My Virgin Media account to view the appointment time slot.

 

If you would ever like an update or have any more concerns or questions, please don't hesitate to ask from here. We can also liaise with your complaint manager if needed to get more information on what's been discussed on the phone.

 

Kind regards

 

Beth

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iwantraytolive
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Message 12 of 26
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Re: Post-RS errors, a "short term stability issue", cable repull, and friends

Hi,

Is it possible to get an update on this? The re-pull was due on the 21st, nobody turned up and I have since been informed that since there is another outage in the area no work will be done until this new outage is resolved.

Every time I have called this week I am told the local outage will be resolved by 3pm that day. I have been told it is impossible to rebook a date to get the re-pull done until the local outage is cleared. 

I have lost count of the "local outages" that Virgin claim to have happened in the last couple of months - some weeks I am supposed to believe that 3-4 local outages have spontaneously developed and resolved. Today I get an automated message about a complex network fault and texted a link... which shows no faults in my area.

I was told it was a "local outage" when I first called in June.

Since then there's been a new set of local outages every week. Supposedly.

It has been confirmed that the issue is in the cabinet. I strongly suspect that there is no local outage and VM are using this as an excuse (see also: "short term stability issue", which has been quietly dropped after I started pointing out it has been 3 months). From my own reading on the subject it looks like a fairly simple test to determine that and given the information you had before attending (upstream dropping to 16qam, packet loss, post-rs errors, loss of sync) this should have been picked up at some point in the first 5 appointments. 

VM have been unable to confirm they have even applied for the permit necessary to dig up my road - and yet I am supposed to believe that the new local fault is the reason nobody attended on the 21st. They would have been the 6th set of engineers to attend had they shown up. At this point I have done enough reading on the subject that I have serious questions. The longer this is left, the more reading I do, and the more unbelievable excuses from the telephone support department like "we cant see post RS error counts and theyre not relevant anyway" actually appear.

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iwantraytolive
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Message 13 of 26
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Re: Post-RS errors, a "short term stability issue", cable repull, and friends

Update!

So, according to the guy I just spoke to, because I missed a call on Monday from the Executive Team my complaint was closed down completely, none of the questions (ie why are VM engineers turning up with no appointment and unplugging my line in the middle of the working day, wheres my promised bill credit, etc) have been answered, they knew the technical fault was not resolved, and I won't be getting a deadlock letter because according to VM they have resolved the complaint and if I want to carry on getting any help they need to open a new complaint and begin the whole process from the start. The second complaint I opened regarding one specific call has just been binned off entirely too.

No automatic compensation for the day the engineers van broke down and he called to say he couldn't make it, because there's no notes? I asked if they could check whether the van broke down that day and whether he called me off his work phone at about 5.30pm which would prove what Im saying but they refused to.

This is not going well for my mental health. Can someone pick this up and reescalate to the executive team because I cannot, CANNOT deal with your phone teams, I will quite literally go insane if I have to start for the THIRD TIME at the beginning of a complaint when the issue that I have been calling about for 3 months and had a formal complaint running for coming up 6 weeks.

The guy from the executive team said he'd be my single point of contact and would make sure that this is going to be resolved, what an absolute joke.

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Zak_M
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Message 14 of 26
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Re: Post-RS errors, a "short term stability issue", cable repull, and friends

Good morning @iwantraytolive

 

I can see that you are currently PMing with another one of our agents. 

 

He will reply to you Asap.

 

Kind regards,

Zak_M

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iwantraytolive
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Message 15 of 26
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Re: Post-RS errors, a "short term stability issue", cable repull, and friends

Hi and thank you for your reply - it transpired that the chap I spoke to from Retentions while trying to get through to the Exec Team didn't know his behind from his elbow and was insisting that because I had missed a call from the Exec Team a few days before everything had been shut down.

The chap who's dealing with me from the Exec Team rung later that day and confirmed that the complaint has not been closed so that is a massive relief. Still no repair but hoping for an update soon from the ET.

More subcontractors appeared a few days ago to do the cable repull - but no permit has been applied for yet so they left again without doing any works. That's 3 jobs booked for a repull on my address that have wasted the contractors time. The lads suggested I take out Sky instead... 

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Jodi_S
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Message 16 of 26
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Re: Post-RS errors, a "short term stability issue", cable repull, and friends

Thanks for the update iwantraytolive,

We do apologise that our retention agent, had misadvised you about your complaint being closed down. We are happy that a member of the executive team has been in touch to explain this is not the case and we are still investigating this issue for you.

We appreciate that another team have had to walk away due to no permit being granted, this is not the service we are aiming to provide and hopefully now our executive team is on this matter, we should have it resolved shortly for you.

Please keep us posted with how things are progressing.

Kind regards Jodi. 

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iwantraytolive
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Message 17 of 26
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Re: Post-RS errors, a "short term stability issue", cable repull, and friends

Update: there is no update except the fault is now going to be resolved.... "tomorrow by 3pm"!. Of course. 

In the meantime, this is a complete disaster - I work in telesales, I am new to the business, I have raging mental health issues, slightly less raging physical health issues, and my internet went down yesterday mid-pitch. I put in a subject access request over the phone but have heard nothing about this and assume it has been ignored.

Tomorrow in the absence of a deadlock letter or further contact I'm escalating this to Ofcom, might as well throw in a complaint to the ICO for good measure.

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iwantraytolive
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Message 18 of 26
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Re: Post-RS errors, a "short term stability issue", cable repull, and friends

Update: "tomorrow at 3pm" has now turned into "by the 13th November".

Of course. Why would it not?

Even better, the area fault is high USSNR, which I believe means high upstream SNR, which is what I have been calling about since Day 1 in June saying my upstream channels are regressing to 16qam and there's a lot of post-RS errors which is caused by noise on the line.

No works have been done to fix it and the spraypainted marks are now fading off the road, so VM need to send the original guy with the spectrum analyser out again, which I believe is quite expensive and there are no plans to do this. Unfortunately the issue won't be resolved until those works are done.

The permit has still not been applied for. 

Someone really needs to look at the area manager who's supposedly been in charge of this all year - they don't seem to give a single solitary hoot about their jobs, or the fact that half the street have already left VM over this issue (its been ongoing since 2020, I found out), or the Executive Team chasing him for an update, etc. Are you sure he's even turning up to work at this point? 

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iwantraytolive
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Message 19 of 26
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Re: Post-RS errors, a "short term stability issue", cable repull, and friends

Oh, and my cable re-pull has been delayed til the 13th DECEMBER, which means it's nearly six months of this interminable endless nonsense, still waiting to hear on those promised bill credits, the engineers not turning up (there was one booked yesterday I didn't know about, who cancelled without my knowing about it, again), being hung up on while explaining the issue, being given incorrect advice, being ignored, being told there was no fault for several weeks, having complaints shut down without any resolution, not being responded to over any of the 3 complaints I have open even though its been months now.

I'm going to keep posting about this until something happens - I notice the forum is indexed highly on google for a lot of searches so hopefully someone will see this and decide never ever ever to use virgin media. 🙂

 

ETA: if I lose my job over this can I have his job instead? 

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Hayley_S
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Message 20 of 26
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Re: Post-RS errors, a "short term stability issue", cable repull, and friends

Hello @iwantraytolive,

 

I have checked and the current outage and the estimated fixture time is showing as 13th of October. I am sorry for the inconvenience this is causing.

 

Many thanks,

 

 

Hayley
Forum Team



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