Virgin Media Community

[MarkyMark1303]

An engineer arrived on Saturday because of slow upload speed and after spending an hour swapping out bits and pieces in the house said he thought it was the cable to the house and would arrange someone to call Later on Saturday or Monday.  When the engineer left I had no Internet at all !!!!! I had no notification of when I would have a "blown to the house" by an engineer but did log in to my online account to find that someone should be arriving on Monday between 13:00 and 18:00. No one arrived so very annoyed but things got worse when I called up Virgin and was told to call back later because their systems were down.

My daughter cannot do her revision studies as we have no Internet and Virgin have not turned up to fix it. I've been promised an engineer on Wednesday but no one will be in so not sure that's going to work..

Virgin seem to be a real tin pot company, I've been with BT and Vodafone and the Internet has been faultless if only a little slow, I've been with virgin a month and I'm pulling my hair out in frustration. I've been promised compensation but money will not restore my Internet or my faith in Virgin.

Can anyone help get my Internet ASAP

[Anonymous]

It does beg the question as to what the engineer actually did. Double check that the white cable is securely connected at both ends. If you were given a replacement hub it may need activation on 0800 953 9500. Lastly try a 30 second pinhole reset of the hub. 

[MarkyMark1303]

I tried resetting router and checking cables before organising an engineer. Originally I was only getting 5-7 Mbps upload speed instead of the promised 37Mbps, upon resetting the router I lost Internet totally for 12 ish hours as the router wouldn't connect. I did explain this to the engineer but he had to replace all the components in the house and the box on the outside wall to make sure these were OK. After replacing everything and testing the signal he came to the conclusion it was the cable to the house, he thought the cable had been damaged by someone else locally having a cable blown to their house and it damaging ours.

Hopefully they will turn up on Wednesday and blow a new cable to the house and all will be ok otherwise I'll tell em where to stuff it and I'll go back to the reliability of Vodafone or BT.

[MarkyMark1303]

Logging into my account I now find engineer should be round between 08:00 and 13:00. Can anyone verify this? Don't want to be waiting another half day for this not to happen

[Ryan_N]

Hi MarkyMark1303, 

Thank you for your post. 

I can only apologise in this situation - it's not the level of service we aim to provide at all. I can appreciate how frustrating this must be. I have been able to check our system and can see you've been able to speak with the team. Can you let me know how you've got on please? 

Cheers, 

Ryan. 

[MarkyMark1303]

Hi Ryan,

Yes I spoke with the team numerous times and had engineers booked to put a new cable in but no one turned up. Yesterday an engineer was booked between 08:00 and 13:00 but he turned up at 14:00.

New cable now installed and Internet working as it should. I've been quite disappointed with the level of service generally from the customer advisors, when I get through to them I have been cut off numerous times and even told to call back because they had problems. 

Anyway I was going to cancel my contract because of all the Hassle until I spoke to a lady called Jess yesterday, I thought she was fantastic and she went out of her way to get the information I needed and to help me with my questions. If your call centers were full of people like Jess I think Virgin Media would be in a much better place.

Not sure if you can track Jess down but in my mind she should be rewarded for her efforts yesterday as she stopped me as a customer leaving Virgin.

Cheers

Mark

[jbrennand]

I am guessing that Jess is part of the "retentions team" who's remit is to stop customers cancelling and hence be very helpful at getting the issues sorted. And it worked - she did her job very professionally

That team is UK based. The CS script readers are based "offshore" in far flung places across the world - and whose primary remit is to get you off the phone asap.... and move on.

But they come cheaper than more Jess's 😞

[MarkyMark1303]

Hi,

I don't believe Jess was part of the retentions team as 1. She answered my call to Virgin in the first place.  2. She offered on many occasions to pass me on to the retentions/cancellation team.

Cheers

Mark

[jbrennand]

OK sounds fine - if you follow options 1,1,4,4 you get directed to that team - but if they are all busy then calls can get "redirected" - usually to the UK based forum team (in UK hours) and you got lucky 🙂

If not.... and calls go offshore then anything can be offered !