Pixellation issues

[clairet001]

So 6 weeks of pixellation issues, 2 engineer visits, first one changed box checked all cables and said its probably a fault with your line coming into the house if it continues. We'll it has continued, an hour and 15 minutes later holding on the phone another engineer is booked. He turned up today, said its a national fault and gave me the fault code F010 763 089 and said it had been fixed, then left all of 2 minutes later. Well tonight guess what it still happens, pixellation across all live tv channels. So fault not fixed but still being charged for a service that is not of the standards expected. VM sort the problem or refund the cost of the TV until the issued is fixed 4 weeks is taking the proverbial, and while here your engineer passes a booklet with £50 if you recommend a friend, what a joke why would I recommend a service that I have to pay for that I cannot watch, and then when you complain get fobbed off we will send another engineer!!! Absolute rubbish virgin media 

[japitts]

The fault reference you've quoted was only raised a few days ago and has been resolved - this caused quite a few posts on here.

As much as the offshore-CS have some form in, shall we say, variable levels of advice, I wouldn't expect that of a field tech. You've done everything that can reasonably be expected of you from calling in to report it, so I've flagged this thread to the VM forum staff - this should mean this post is picked up sooner than would otherwise be, in the morning.

[Ilyas_Y]

Hi @clairet001 thanks for reaching out to us and a warm welcome to the Virgin Media forums. 

I'm sorry to hear about the poor service you've had with the TV service, this really should not be the level of service you should be getting.
I will investigate further in to this and assist you in sorting it out, I will send a private message.

Kind regards,
Ilyas.

[Ilyas_Y]

Thanks for speaking with us today @clairet001 on the forums. 👋🏼

I'm glad we have made arrangements to get this finally fixed once and for all.
Let us know how it goes with the appointment and always feel free to reach out to us if you need anything.

Kind regards,
Ilyas.

[clairet001]

Just to add insult to injury since our Internet went down on Thursday 25th June and having been away for a couple of days we now cannot watch catch up as our Internet drops out every 5 to 10 minutes your support staff said reset the router done this 4 times still no change so now we cannot watch virgin tv because of the pixellation nor catch up tv as the Internet keeps dropping out. Why are you charging me for services I cannot use cant watch or record tv for 4 weeks and now Internet dropping out. Our contract is for you to provide Internet phone and tv you seem to be unable to fulfill your part of this but expect me to pay you....think unless sorted very soon will be changing provider despite being only 4 months into new contract. 

[japitts]

According to the posts above, your TV service problems were resolved last week - are you saying that's untrue?

This is the first time you've mentioned internet problems - is anything reported on the automated status line 0800 5610061?

If nothing reported  - VM can only deal with problems when they're made aware of them so you can either call those in tonight, or wait for the forum staff to respond.

[Ilyas_Y]

Thanks for getting back to us @clairet001 on the forums.

I'm so sorry to hear about the fault that has occurred in the area, I have checked and can confirm there is a fault, under the reference F010777836, which is affecting broadband and TV and telephone services.
This has nothing to do with the specific fault you are experiencing, rather it is separate, the engineers do have an estimated repair time for 6pm today evening for the broadband.

Apologies for any inconvenience caused.

Kind regards,
Ilyas.

[clairet001]

It's fine to keep apologising but how about some recompense for all the hassle, if this was a washing machine I'd have got my money back. It seems that as customers we are expected to pay for a **** service, and surely you should not be charging us. We cannot watch live TV or record because of pixellation issues which is your equipment and nor stream or catch up due to the Internet which  keeps dropping. Why should I pay for this ????? Maybe I should go to ofcom and see what they have to say about the situation. If you cannot provide me with the service that I pay for you need to compensate me for my losses......

[Ilyas_Y]

Thanks for the reply @clairet001.

I understand your frustration with all this, I really do, please bare in mind if you were to go to OFCOM, they would refer you back to us and our complaints procedure.
If you would like to speak about compensation, then that is totally fine and I will be able to assist you on there with that, all I ask is that the intricacies of this be kept within the private chat no private information is spilled out publicly in regards to how to try to resolve the matter.

If you are able to drop a reply on the private message, we will be able to carry on from there.

Kind regards,
Ilyas.

[clairet001]

Please private chat me again as I cannot locate the conversation