Dear Internet Service Provider,
I am writing to express my frustration and disappointment with the service I have received from your company. The internet has been either out or experiencing reduced speeds since November 20th. This has caused significant disruption to my daily life and work, as I rely on the internet for a variety of tasks and responsibilities.
I have had three different engineers visit my property to try and resolve the issue, but each time they have been unable to do so and have stated that the cable needs to be re-pulled.
On November 25th, the first engineer came to my house and spent one hour replacing the router. On December 7th, the second engineer, with a tech ID of 55593, replaced the router, tested the signal strength within the property, and replaced all items inside the house. He tested the internet speed and saw a rate of 0.01 Mbs, which he said was the slowest he had ever seen. He removed the router and tested the speed using a device provided by Virgin, and saw similar results.
The third engineer, Mohsin, visited on Tuesday, December 13th. He tested the signal strength and internet speed from outside the property and saw a speed of 0.1 Mbs. He then went next door to see if the neighbour had a similar issue or if their connection was stable. After testing the neighbour's connection, he said the issue was solely with the cable external to my house. He said that Virgin would get an external contractor, Kelly's Communications, to pull the cable, but he mentioned that as we are in a flat and the wire is on our balcony, we would need to be present when they came.
I was told that the engineers who were going to pull the cable would be attending on December 14th (but this was rescheduled via text message to the 15th), 15th ( again this was rescheduled to the 16th), and 16th (The engineer failed to show), but they did not show up on any of those days. This has caused additional inconvenience and stress, as I have had to rearrange my schedule and take time off work to be available for their visits. I have now been told that they will be attending today, December 17th, but as yet they have not arrived and as it is now 5:30pm I am assuming they are not going to arrive.
I called the payments department and asked if I could get a reduction in this month's bill due to the issues with the internet connection. However, I was told by Bushpa that this could not be addressed until the connectivity issue was resolved. I find this unacceptable and a show of poor customer service. I am paying for a service that I have not been able to fully utilize for over a month, and I believe that I should be compensated for this. I expect better from a company like yours, and I hope this issue can be resolved as soon as possible.
I would appreciate a response to this complaint and an update on when the issue is expected to be fixed. In the meantime, I hope that steps can be taken to improve the customer service experience and ensure that issues like this are handled in a more timely and satisfactory manner.
Sincerely,
Michael
