Here is copy of letter sent to Swansea. I cant believe how incopmpedent Virgin Engineers are. I know full well Virgin will not respond to this, But I feel peeople should be informed------------
Having had one of your engineers vist my home to upgrade to a V6 box. During his visit he said I needed a new router to match the V6 box. Both were put in place and plugged in, the router was checked to make sure it was working correctly.
The problems started with the V6 Box. No effort was made to set up the box, plus all the information was taken away by the engineer. He also told me I would be unable to connect the TV to Virgin until 6pm ( the box was fitted at 10 am). I will point out I have paid extra money to have all this set up, he made no effort to set up the box to the TV or Virgin.
I spent two hours trying to get the box to connect, Then I found he had connected the Ethernet cable into a TP Link Powerline that was defective. If he had take the time to set up the system as I have paid for, he would have found this out. At no time was I offered the Netgear Powline 1200.
After wasting over two hours, I then had to go onto the web to find if the V6 box could be connected by WiFi. This is what I paid Virgin to do. By trial and error I managed to get the V6 box to connect to Virgin.
The Engineer gave no feasible explanation or made any effort to connect the V6 Box, along with the fact he was rushing to finish the installation.
Due to the total inexcusable incompetence on the part of Virgin, by charging me for work not completed plus failing to supply the Netgear Powerline 1200 + Extra Outlet.
Please refund my set up fee, and supply the Powline so the system can be hard-wired to the router.
Thank you for taking the time to post in the Community.
I'm sorry to hear your installation didn't go as expected. I would like to look into this for you and log a case to show your dissatisfaction in the service you have received
I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right hand side of the page to access your inbox.
Yes, Louise has been very helpful, also to my suprise I received a reply from Virgin refunding the set up fee. The very first setup I had done in my other house, the Engineer spent a long time setting up and explaining to me how it all worked. Just waiting for the Powerlink boxes now.
I was talking to some of the people I do voluntary work with, out of a group of 15 people 2 said they have had problems with Virgin and would never use the again. Which is sad, because that V6 box and 200mbps is a good system. That is once my box is hard wired to the Router