Elm
On our wavelength
Joined 8 years ago
User Profile
User Widgets
Contributions
Re: Waiting for Installation Since February - I'm going to email the CEO
This is great from a legal perspective but doesn't mimic most peoples' lived experience. What tends to happen is VM rapidly and successfully produce contract information explaining that you will be on the hook for 18 months of payments if they connect you, and give conflicting info on cooling off periods and so on. Simply picking another provider isn't always an option for people, as naturally they don't want to end up paying twice!Re: Customer Service Making Stuff Up?
No, I'm on a residential contact. The SLA was more the engineer's comment that the team involved have a requirement to fix urgent tickets in 24 hours, but in my case specifically adjusted their resolution time to 7 days. Even without a formal SLA it does seem ridiculous that the only solution is 'wait for the team to decide when to update.' It's good that I can cancel with no issue, although it is frustrating that I'll be facing another 4 weeks with no connectivity waiting for Openreach...!18Views0likes0CommentsCustomer Service Making Stuff Up?
My situation's getting quite Kafkaesque. Three weeks since activation, still no service. Ticket raised last week; engineer told me it was with a back office IT team (who naturally won't speak to anyone), with a 24 hour resolution. This was then changed to a 7 day SLA. SLA expired, I called CS for an update. No update available; the team won't even speak to them, they just have to wait for notes to be updated. Asked how long I should wait; another few days, 6 months? Transferred to second line support in case they could help. To get me off the phone, they claimed to have spoken to a different team, and a 'special engineer' would be dispatched to help me solve it once and for all. Arriving today between 4pm and 7pm. No record on my account of an engineer visit booked of course, so the consensus is that he made this up to get me off the phone. What next? I called retentions and was told that if my account isn't active, it won't 'switch over to my old contract,' and therefore if I want to switch provider now it's over £1000 in early termination fees.34Views0likes4CommentsRe: Waiting for Installation Since February - I'm going to email the CEO
Have you found any way to get anyone to speak to you properly about what's going on? I'm concerned my situation's going to morph into a similar one. I've had a ticket with a 24 hour resolution raised a week ago, and all I've heard so far is the ticket hasn't been updated. Pretty convinced I'm going to be looking at more weeks of total silence, before anything else happens if anything.Re: XGS-PON Symmetrical Add-on: warning to others!
I was on this, prior to moving house last month out of the XGS-PON area in my town and back to a DOCSIS setup. I added it when on the phone to customer services overseas, and it worked perfectly; it was £6 (took me from £66 to £72 for symmetric 1Gb), but I was outside of any early benefit period and so on.49Views0likes0CommentsRe: ABSOLUTELY WORST EXPERIENCE SWITCHING TO VIRGIN MEDIA
There's a bit of 'caveat emptor' here I suppose, in that there's a bit of responsibility on the householder to check whether or not there is a VM box in the house before electing for Quickstart. Even if their records claim its there, if you can't find one, how would you plan to use the Quickstart kit? The other response you're likely to get is that it could be much worse. Two days without internet would be a dream; after a Quickstart house move, I'm now on day 19 without any service.104Views0likes1CommentRe: Moving out of an XGS-PON area
I'm adding to this thread again with some more information for anyone who comes across it. It's now 2 weeks since my Quickstart installation date, and I've got no connectivity at all. I've made half a dozen calls to customer service, a couple of threads here, and I've had 2 engineer visits in that time. The issue appears to still be with my account. Your account is much more than just a username and password; it's all the configuration data for your router and your 'place' on the VM wider network. The most recent engineer who visited was excellent, but couldn't do anything as all the hardware and infrastructure is absolutely fine. What he suspects and has escalated is that when my new account was created as part of the moving house request, someone has basically 'copied and pasted' all my account details from the XGS account to the DOCSIS one. That means the DOCSIS Hub is receiving data that an XGS Hub would expect, and it doesn't know what to do with it. The result is no WAN IP allocation, and dozens and dozens of strange critical failures in the network log. He said one of the numbered errors is 10998, which is rare or unusual. The escalation is to some internal team who will have to spend some time rebuilding my account, or hopefully deleting it and starting again. My complaint at this stage is still twofold; firstly that the customer service on the phone is so awful, that any contact with them means they order an engineer which I now realise pauses or cancels any extant tickets, and actually sets you back. This means the 4-5 days I've been waiting for an engineer, no work has been done on fixing my account. The second issue is that this is all completely opaque; there's no contact from VM about this ticket, there's no confirmation that it's being worked on, or that anyone is handling it; as of the engineer leaving, it's complete silence. If I call to ask, I'll end up with another engineer booked, or the awful CS team deleting a ticket or causing more issues. If I don't call to ask, how long am I meant to sit staring at error codes and hoping that someone fixes it?8Views0likes0Comments