cancel
Showing results for 
Search instead for 
Did you mean: 

Posting This To Fight My Corner

Pete_Notts
Up to speed

Hey

I am not really looking for advice per se. I just want to up the ante and make waves wherever I can until this is resolved - on what can only be described as the most frustrating time in 20 years I have had since VM used to be NTL.

It must be serious right..??

Well the topic is comical, the response..or lack thereof..to date, is far from funny for me.

As someone who knows they have a very short shelf life remaining - I lost my sense of humour after 3 hours..all fruitless..trying to remedy one small thing...which was..?

A CABLE I needed...lol..YUP a Cable !!

I thought it would be a 30 second single phone call to get it sorted, and the kettle would not have boiled as I dealt with this most simplistic of follow up calls.

3 hours cumulatively later after multiple calls on different days...I am still no further forward, though have now lodged a complaint via the portal.

I did this morning speak to Pete from Retentions..who assured me the matter would be resolved, and that I would finally receive the requisite cable needed in order to use my V6 in the second room..which I am paying for under a new 18 month contract.

Problem being. I have lost literally all trust in what I am told on the phone by VM. The following is my complaint,which illustrates the circumstances.

I want it here, because I am utterly stubborn, and so want to have a record of 'what happens next' as this sheer incompetency continues to lumber on.

Like I said. Under different circumstances, it could almost be regarded as hugely comedic..except I am far from laughing right now.

...A cable. Just a simple broadband cable :-s

Anyways here is the complaint. I will use this thread to update, as each new non-comical twist unfolds..but want it here on the VM platform. My body might be failing, but damned if my spirit is waning anytime soon.

 

Hi. A couple of weeks ago, I upgraded to the Oomph package. An engineer came out and installed the second wall socket for the V6 box in my bedroom. All of that was fine. However, after he left, I realised that the supplied 3 metre cable which you plug into the wall socket, and then the back of your V6 box..was too short.

Sounds so simple. I phoned up, and was told a 10 metre cable would be sent out. It wasn't. Days after it was due to arrive, I phoned again..and precisely the same thing as the first time..a promise of it, but no delivery of one.

Then tonight I get a text message to confirm a visit by an engineer this coming Monday.

WHY ??

That was never discussed. I don't need an engineer. Just for a 10 metre cable as promised twice before (failing to materialise each time) to be sent out to me.

There is NOTHING an engineer can do. There is no work to be completed, no faulty equipment, nothing to be installed/removed..absolutely nothing whatsoever.

It feels like trying to ski up a mountain, when this matter could not be simpler. I simply require a 10 metre cable to be sent out, as the 3 metre one is too short. It's starting to feel like I am talking a foreign language, and attempting to crack the Enigma code of what seemingly is the most challenging conundrum VM has ever faced..

1. Put 10 metre cable in bag
2. Post it out to me
3. Charge me or add it to my bill if you want

So now I have to be in and available for an engineer this Monday, who has no work to complete. That's a great use of your resources is it not ? And then to wishfully hope, that that engineer 'might' just happen to have a 10 metre cable spare on his van.

Good grief..it should never have become this difficult for ONE cable !!!

If the matter is not resolved, I am honestly so annoyed, that if come Monday, I am still without that one simple cable that I need..to cancel my direct debit for ALL services, and just refuse to pay you a penny more, and ignore warnings and letters you send out.

Seriously Unimpressed Customer

Peter Carter

 

19 REPLIES 19

I was never asking for it for free.

As stated above, I was happy to be either charged a one off, or added to my bill.

It was 2 members of staff in different calls, that said they could provide specifically a 10 metre cable.

I am not freeloading, just wanted to receive something at my expense, which was able to match needs. That's why I am at least inclined to believe the 2 seperate staff members who said..they actually both specified the lengths available..ie 3, 5 and 10 metre cables.

I cannot be the first customer who has found that a cable or lead is too short. They have the stock, I have the money to pay for it.

Being promised that it was sent out twice..expressly a 10 metre cable, in both calls..that were the bulk of 3 hours on the phone trying to resolve.

And today Pete from Retentions, again said that a 10 metre would be sent out..so effectively 3 staff members have told me they have them..just 2 have promised it, and not delivered.

That's the issue.

I don't care about paying for it. And as for you regs who know what to search for on Amazon or wherever..? Most of us have no idea. I could open Amazon UK in a heartbeat..then what ? If you happen to know the terminology and description of parts, then that helps.

Most people don't. Me included. That's why I returned to my supplier, and asked in the first place. I didn't mess them around. I was honest about the problem, and TWICE was told a 10 metre cable was being dispatched.

So forgive me if I seem hacked off It's because I am. Spending 3 hours in total getting through to people, who tell you they can send the component in question..and then don't..?

I was following their lead, and listening to what they told me would me would happen.

jpeg1
Alessandro Volta

It had to be s coax cable, from a new wall socket. But it was the your responsibility to check the installation was satisfactory before the technician left.  They aren't mind readers.

 

 

 

 

 

 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

jpeg1
Alessandro Volta

These cables are only fitted by Virgin Media technicians, on site.  They are not available from Amaxon.

But i sympathise with you about Virgin's  phone staff. They will tell you anything to get rid of the call.

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

Hi @Pete_Notts ,

Please accept our apologies for the difficulties you are having. Let me see if there’s anything I can do to help. Clearly there is some confusion here, as previously mentioned we do not supply ready-made Coax cables of any lengths near 10 m. I think the Call center staff have misunderstood what you need and have tried to source 10m Ethernet cables which we used to supply.

The only way to get a 10 meter coax cable is to allow a technician to make one for you. When the technician arrives on Monday he / she will have a simple job. I am guessing from your username that you are from Nottingham? I too work in Nottingham so please let me know if there’s anything you need on Monday and I will be sure to have the team here resolve the issue for you.

Jon


Here to help! I'm an install manager helping out whilst working from home. Find out more


It had to be s coax cable, from a new wall socket. But it was the your responsibility to check the installation was satisfactory before the technician left. They aren't mind readers.

You can be as faceitious as you want. The engineer installed the second point in my bedroom perfectly. Then as he left, handed me a bundle that included the cable. Short of blockading the door, grabbing a tape measure, and hold him hostage as I measured the cable..!!

They are not mind readers. Neither am I. It was simply an issue that became apparent subsequent to the visit. I did all the right things, and called them to follow the matter up.

Hi Jon

Thank you for the follow up. Apologies but I do not know how to quote messages here, so the recipient knows I am talking to them.

Yes..I am a doddery old Nottingham soul indeed !!

I obviously could only tell you what I had been told when I contacted the call centre on those occasions.

I'm guessing phone logs are retained, which at least would support what I have said, and was told...and the assertions they made (however accurate or inaccurate they were..I'm not the expert.)

Albeit I received a wet wedding from previous posters here, the fact is I tried to resolve this logically through VM - who ultimately had me waiting a fortnight, for something they said they would dispatch (twice) - and never arrived..even if it had been inadvertently the wrong piece of kit.

I will indeed let you know, and update here as soon as I find out more this coming week.

Much Appreciated for that

Pete

 

Hello Pete_Notts

Thanks for the reply 

Can I just ask if you still need this 10 metre coax?

If so please let me know and I will get this done for you 

Gareth_L

 

Hi Gareth

Thanks for the follow up. You beat me to the punch slightly 🙂

The engineer attended., and supplied the cable. He was also good enough to use wall clips, and affix it in place. Hence I got an extra bonus on top of getting the correct length cable.

Just to finish on an oops 'faux pas' ending gaffe on my part..The staple style gun he used to attach the wall fixings - well he left, and forgot to take it with him. Thankfully, I spotted it just before he disappeared off my driveway. Raced to the door, and called out quite loudly "Hey you forgot your gun..!!"

Thankfully the street was empty, and no sea of blue lights descended, with black clad stormtroopers lighting up the place like an early Christmas tree 😂

So yes all done, and I can finally call the matter resolved.

Take Care

Pete

Ha ha Pete_Notts

That's the best reply I have had for a while on here 

You would have had a staple diet in the nick, that's for sure

Gareth_L

Groooan 🤣

Thanks for the laugh mate. Happy to call this one resolved, and to restore full focus back to my constantly attention seeking furry companion here.

Pete