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akaak
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Lack of communication

Hello

Virgin have been experiencing a server problem in NW6 for some time. This results in the service dropping out and then coming back a minute later - which is a little infuriating when you're listening to the radio.

I rang up to find out what was going on and, after going through the usual checking the line and router, the secret list of issues was checked and this was on it.

The target date for a fix was mid-Feb. I didn't expect a fix by this date but was told I would be kept informed of progress. End of Feb now and haven't been told a thing. How difficult is it for a Media company to send out Service emails? Have others experienced this appalling lack of communication?

 

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Message 2 of 7
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Re: Lack of communication

Hey there akaak,

Thanks for joining the forum Smiley Very Happy

Sorry to hear about the fault in your area, I know this can be irritating.

I've checked on this and I can see the fault under ref: F004810872 which is due to be reviewed on the 12th April. I'd also like to apologise for the lack of communication. If you keep in touch with us we will be more than happy to provide progress updates when the fault ticket is reviewed in April.

Thanks for your patience,

Take care.

Heather_J

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akaak
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Re: Lack of communication

 

Please can I have an update?

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JPL8
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Re: Lack of communication

Virgin Media are completely dysfunctional when it comes to keeping their customers informed of about the status of their service and complaints. Several times over the last four years I've been promised SMS messages, emails, phone calls, engineers ... and they never happen. And if you do get any information from one team, then 9 times out of 10 it'll contradict everything else you've been told by another. The problem is the organisation's culture, which is set from the very top by the Chief Executive. If he can't deliver on the promises that he made on live TV in July 2017, then what chance do his staff have.

Virgin Media are a specialist communications company that can't communicate.



"Cable broadband is typically faster than copper-based services, but a significant minority of users experience severe slowdowns in peak times." — Ofcom, UK Home Broadband Performance, November 2016
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Re: Lack of communication

Hey akaak, 

Thanks for keeping in touch Smiley Happy

It looks like the fault in your area has now been resolved. How are you finding the performance of your network now?

Speak soon, 

Take care. 

Heather_J

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akaak
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Re: Lack of communication

 

No - it keeps dropping out.

What exactly has been done to improve the service in our area?

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Re: Lack of communication

Sorry to hear this akaak,

 

I've checked things from this end for you and post-refresh, your equipment levels, etc., have improved quite significantly.

 

Has your connection performance improved at all?

 

Nat_J


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