Networking and WIFI Pods setup complaint
Right then, this has been a bit of a kerfuffle with Virgin Media, hasn't it? To make matters worse, I also work from home, and these ongoing issues have been directly impacting my ability to do my job effectively. On top of that, I've had to book time off work for engineer visits and to deal with these issues over the phone, and yet things still aren't being resolved. **we have previously used TP-Link Deco mesh networking, however we found that our £300 wifi setup didn't play well with the virgin equipment, and considering that wifi maxx is part of our plan i feel like we shouldn't have to buy third party equipment to use the network especially when as said its fully part of our plan. So, I'm reaching out here hoping someone can lend a hand. This all kicked off last month when my contract was nearing its end. Upon contacting retentions, I was offered the exact same package at three times the price, which I naturally declined. However, it seems a call centre agent went ahead and processed it anyway without my agreement. On the plus side, during that call, I did request a black WiFi Pod to replace one of my white Plume pods (and was told to call back for another once it arrived) and also a replacement hub, as we've been experiencing intermittent WiFi dropouts after power cuts, to rectify this we have to log into the GUI, and physically turn on the wifi almost as if the configuration was being reset. Understandably, I rang back rather frustrated and was put through to retentions again. This time, they offered me my original deal at a much more agreeable price, which I accepted. However, the advisor neglected to mention that agreeing to this new contract would cancel any pending orders on my account. at some point between this and my next call i got an email saying we are sorry to see you go and that they were sending me a returns kit for all my equipment. To make matters worse, this new contract wasn't applied to my account, and I was still being charged £90. Cue another round of calls and complaints which was difficult to get through to as all these ajustments on my account made it to where if i rang from my mobile number all i would get is the payment line telling me i owed them £290 and wouldnt connect me untill payment was made. so to sort this i litterally had to use my mates phone and bodge it through as the telecoms systems wont connect you if you 141 your number, which genuinely wasted about twelve hours of my time over three days! Eventually, they did manage to get the correct deal on my account. At this point, I was assured that despite all the previous issues, a Service Request Order (SRO) would be raised for an engineer to visit and for two black WiFi Pods to be ordered. We need these black pods for networking purposes as we have Ethernet in every room due to thick concrete walls, and we intend to wire them in. he also made several adjustments to my bill, as they had also neglected to tell me about paying a month forward which felt like them trying to scam me so i didn't accept the charged. The engineer who came was great and did improve our speeds on the gigabit line by replacing some cabling and a junction box. However, it hasn't resolved the WiFi issues. He mentioned he had the WiFi pods but not the power cables due to a shortage of equipment and that I would need to contact Virgin Media again to get them sorted. So, I waited until the 14th and got in touch. I spoke to support and requested the two black pods again. The advisor informed me that she could raise another SRO and get one black pod sent out, and I would need to wait until the first one arrived before calling back for the second. The package arrived today in a smaller box than expected, and you've probably guessed it – they've sent me another white pod! So now I have three single-port white WiFi pods that won't relay the signal, and I can't daisy-chain them into my network and a hub 5 that is reseting its self on power loss.... Could someone please help me sort this out? It seems like every time a request is made, there's a mix-up somewhere along the line, and it's now directly impacting my ability to work from home and costing me time off work to try and get it fixed. The virgin phone tree system also needs looking at as its genuinly next to impossible to get through to anyone i needed. [TLDR] Dealing with Virgin Media has been a frustrating and time-consuming experience, starting with an incorrect contract and leading to repeated errors with WiFi pod orders. Despite numerous calls, wasted time, and even taking time off work for an engineer visit, I'm now stuck with three incorrect white WiFi pods that don't meet my networking needs. I urgently need assistance in getting the correct black WiFi pods so I can resolve my ongoing WiFi issues, which are impacting my ability to work from home.Can't register???
Posting here because I am beyond frustrated now. Changed over to Virgin from EE in December and got my installation mid-January. This is after a cold-call at the front door where he promised the world about the service after I'd been having constant issues with my broadband with EE. Followed all the steps to register and the website crashes every time. Tried multiple times over the week and there is just no way. Contacted support and there was a clear language barrier, but after some patience on both sides, they tried to register on my behalf and also could not. They raised a ticket and promised callbacks. Got a call back the next day to say they still cannot fix it but will call back the next day. Then no calls. Called back again today (bearing in mind each call so far has been half an hour) and still no further forward. It takes so long to get past security each time as well because they ask for my password and memorable word but since I have no account, I obviously cannot provide these. So it's a bunch of questions which takes about 10 minutes. So far I have no idea what the problem is. Has anybody else had this issue and how did you resolve it? I've had to raise a complaint and am debating going to the Onbudsman since I cannot access my account, billing info or change any settings!
