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Re: Complaint Tracking
Does make anyone wonder why they would continue to be a VM customer, no? Being cut off, well there are numerous claims on here from VM staff that ‘certainly no VM customer services agent would ever deliberately do this’, which implies that either VM (a communications company) have a really, really poor communications system or all the customers who claim this are, well, simply lying, for some reason* Manager call backs - never, ever happens! But often used as a reason to terminate the call and move on. On the other hand, considering that the VM complaints process is simply broken and useless, it does have one redeeming feature! Using it and getting nowhere is a pre-requisite to escalating your issue to the Ombudsman service. In fact poor (non existent) complaint handling is a mitigating factor in deciding compensation. * unless of course, VM customer services staff, actually do deliberately cut off ‘annoying or difficult’ calls. No that can’t be it, surely?2.2KViews0likes0CommentsRe: How to set up MyVirginMedia for secondary email accounts
Bear in mind that VM no longer offer any new email provision for new or existing customers. New customers have to use a third party email address to register their account with VM. So if you are trying to set up a new, secondary email address, I’m afraid you are out of luck!8.8KViews0likes1CommentRe: Compensation for delayed install - VM playing games
jamey_smith_2 wrote: As per the information above, virgin media have refused to pay out any compensation for the reasons stated above even though I have text message proof from your complaints team to say I would be eligible for compensation this will be going further, I don’t care how long it takes. I don’t get why virgin media put them selves in this position, it is £150! When they know they will lose eventually. They do it, because some bean counter somewhere in VM Towers has worked out that overall it is cheaper to have some kind of automated system making (flawed) decisions, than to have actual human beings assessing the situations. Probably some statistical model has worked out that more people will simply accept it and move on rather than fight it, and although VM will massively lose out in the event of a customer fighting and winning, overall, it probably saves them money! OK, yes, you are going to have to play the game, firstly make a formal complaint, you might want to do this in writing, do keep a copy and send it by recorded delivery. In this you plainly state that your installation was delayed by x days, you tried to claim the required compensation and were denied this for spurious and ‘made-up’ reasons. On that basis you expect a sum of £xyz to be credited to your account, plus an additional £50 for the inconvenience and the fact that you have had to work to claim the supposed ‘automatic’ compensation. Naturally this claim will be treated with the same degree of customer service which you have already encountered. And that’s fine, if you get a response (by no means assured), you reject it and demand a ‘deadlock letter’. This request will also probably be ignored. However armed with said deadlock letter, or eight weeks after the date of your initial complaint, you escalated the entire sorry mess to the Ombudsman service. In your submission to them, you request the requisite OFCOM mandated compensation for the delay, plus an additional £150-£200 for the inconvenience, poor complaint handling, and last but not least, a deliberate attempt by VM to deny you the owed compensation by, well, lying!1.8KViews0likes0CommentsRe: WiFi Pods order
Whatever you may have been told, you will absolutely not get three pods at once, it simply, isn’t the way they work. They send the first based on either calling in or via the Connect app without too much hassle. I believe that subsequent pods require more authorisation and a mandatory tech visit for the third one.2.3KViews1like0CommentsRe: Ordering more pods?
You are right in that currently modem mode doesn't work on the 5x, when it will, who can tell, best to assume never and work from that? Double NAT is annoying but can (usually) be worked around if necessary, I don't have a 5x, but for anyone who does, does it have an option to set up a 'DMZ' address? If so then use that as the WAN address of your own router and so any unsolicited inbound traffic will be sent to it to be dealt with by your own kit. Gaming is never as big an issue as it is sometimes portrayed, despite what is often claimed, it should never be the case that ports have to be opened and all sorts of forwarding rules set up - it's just not the way that it all works. Now as per the VM pods, yes you are limited to only three, and depending on what tariff you are on, you may have to pay the princely sum of £8 per month for the privilege - they may, or may not work, and if they don't then according to the Ts&Cs, VM pay you a one-off £100 credit to your account and then wash their hands of the whole matter and you are on your own! Personally, I don't think they are a particularly good choice, but, as they say, your milage may vary!630Views0likes0CommentsRe: Router settings question
legacy1 wrote: Tudor wrote: there is a work around that is legitimate Nope this is not safe This is just one of the reason should never of done wifi people who by a wifi router would setup a SSID and password and if that router goes wrong the user can use their given SSID and password unlike VM o So simple use are SSID and password in the hub. What?.....1.5KViews1like0CommentsRe: Porting landline number from BT
Dubyah wrote: No i havent done anything on the BT side And absolutely don’t do anything with BT, the onus is on VM as the ‘gaining provider’ to sort it! There is a very good chance that if you were to follow the advice given, the number port will fail.1.4KViews1like0CommentsRe: Tapo devices not connecting to Virgin router
Bobbykins I'm thinking that maybe the Virgin router has been remotely updated without my knowledge (does this happen?), Yes it absolutely does happen, the hub is not yours it’s their’s, you rent it, and VM reserve the right to do whatever that want with it, whenever they want. Now obviously they aren’t going to be deliberately annoying customers so these updates tend to happen in the early hours. Also the Hub 2 is well out of support so I’d be astonished if they were even bothering to deploy any updates for it. is work being carried out to deliberately degrade 'obsolete' routers? No, why would they? From a commercial perspective, they are more than happy for people to continue to use obsolete equipment otherwise it costs them to replace it! They don’t want to support it, so if you have an issue, it’ll be replaced, but they have not reason to want to accelerate this - it cost money! hacked in a way I cannot detect? Maybe, but probably not, or it is the world’s least useful hack! router has developed a very specific fault Ah yes now this is more likely, as mentioned below, it is quite possible that the hub is no longer broadcasting on the 2.4 GHz bands which a lot of IoT stuff uses. As I said the hub is old, so this certainly cannot be ruled out. As Client62 says, you need to check this with a WiFi analyser application. Anyone had similar problem and found a solution? TIA5.7KViews1like1Comment