@Louisefleming wrote:
There has been no Internet in parts of BL4 area of Bolton for over 2 weeks. VM are aware and have been 'working hard to fix it" since 8th December. The updates keep saying it will be resolved by following day then changes every day to next day. Can anyone at VM get this sorted. Over 2 weeks with no Internet is not good. I understand some are also without TV services too. Ringing them takes hours and then they assure us it will be resolved later that day.
Thanks.
So do you have complete loss of service, ie you have absolutely no internet connection at all? Well in that case the good news is that you are entitled to compensation of about £8.60 per day, less the two working days or so that VM are supposed to fix it in
Now the bad news is this, when VM say that ‘engineers or on the way’, or they are ‘working hard to fix this’ it creates an image of either highly trained engineers are right now barrelling up the motorway in the equivalent of the Batmobile, or that said highly trained staff are pulling ‘all nighters’ to resolve the issue. The actual truth is somewhat different. In reality, VM have acknowledged the issue exists, but it is either in someone’s job queue to get round to at some point in the future, or that they know what the issue is but fixing it will cost money and the required funds haven’t been allocated yet.
Bottom line, they’re not actually doing anything right now but hope that you aren’t aware of the compensation scheme, or won’t know how to make a claim!
Now I do fully understand that sometimes ‘stuff’ breaks, and sometimes it’s not as easy as you might think to rectify it quickly, for whatever reason. However I tend to think that most people are reasonable and if VM were honest and up front, then customers would be annoyed and expect to be compensated, but would be more understanding.
It’s the continuous lies and false ‘promises’ that it will be fixed within 24 hours or so that really annoys people, and that’s not really the fault of the poor sap on the other end of the phone, they can only relay what’s on the screen in front of them - no, the issue is VM’s fundamentally broken, and not fit for purpose customer services model.
And this really isn’t any surprise, this sort of stuff has been going on for so long now, that it is inconceivable that VM’s senior management aren’t aware of it. Except they choose to do nothing about it, which leads to the obvious conclusion that they simply don’t care about customer services, which leads the poor suffering forum team members on here and, to some extent, the offshore, outsourced first-line support (not too sure that there is any 2nd or 3rd line support) staff trying to defend the indefensible.
