Poxy Virgin Broadband!

[coupekid]

Re: Poxy Virgin Broadband!

I used to have nothing but respect for Richard Branson......but the charges are ridiculous, and if I could find a way to write an email of complaint, I would.

The excuse they gave me was that they were dealing with so many calls from people with PC problems. errrr.......ok....whatever you say.......

[coupekid]

Re: Poxy Virgin Broadband!

Ben,

While I'm not with Virgin Broadband, I can certainly relate to the problems you've had. I have an ADSL set up through BT Business and I have to say that the service and reliability from them have been diabolocal.

Prior to moving here, I lived approximately half a mile away in the same village, but I had a regular connection speed of 4Mbps or more. Now I'm nearer to the exchange, but the best connection speed we get is around 750Kbps........quite a difference. Given that we use the line mainly for our business, you can imagine the frustration this causes, especially when uploading batches of hi-res images to clients' servers, etc. BT Broadband are apparently upgrading the systems and software at the exchanges, but we have no idea when we will benefit from these upgrades, and there's nothing else we can do.

Recently we got a PowerMac G5 desktop system and and Core 2 Duo PC and while we were setting up the wireless connections, we lost the broadband for almost an entire week! The problem (according to BT Broadband) was the line itself, so we went to BT themselves (a completely separate company...) to report the fault. They confirmed that a fault existed and sent engineers to a location in the village where an issue was found and repaired, however the line remained faulty and we couldn't use the broadband service.

After hours of waiting on the phone and being transferred from pillar to post, we lost patience and began to demand some immediate action. Finally we were told that our broadband setting had fallen to something like 180Kbps and that it was too weak for our router to work properly, and it needed to be turned up. So it was er.........turned up and then everything suddenly worked normally.

So after all our stress and almost a week of wasted time, the fault lay with whoever decided to lower our broadband speed (as if it wasn't slow enough...) to such a level that our router stopped working. Apparently engineers often do this when a line is perceived to be unstable, so clearly our particular line is either archaic or there's a major problem with it. Either way, BT have seemingly painted over the cracks and we are now back to full speed (all 750 mind-bending Kbps of it...) until such time as we can get cable or move house.

Never, ever go with BT Broadband. They have consistently proven themselves to be worthless in almost every way possible

Well it sounds like you have had an even worse time than me....and touch wood, since yesterday it has been stable.

I was told that if we werent in when the technician arrives on Thursday, we would incur a 10pound charge, so I will let them come out and have a look at the router anyway, as they seem to think that that is at fault, and I really dont want to have to pay for the privilidge of cancelling the call!

[Caz]

Re: Poxy Virgin Broadband!

I've been with Virgin (now Virgin Media) for some time. I used to find getting hold of them a flipping nightmare, especially when I installed PC Guard.

However, they did help with an online assistant - but I can't find the link anymore to post it! Sorry

[coupekid]

ANOTHER UPDATE: Poxy Virgin Broadband!

Well, here is the latest, although having called Virgin Media, spoken to the 'customer service advisors' and arranged for a technician to come out between 8 and 12 yesterday. Suprise suprise they didnt turn up, and have no record of my call on Sunday. Brilliant!

So I have asked for a manager to call me back, this was 5:30pm yesterday. I have been told that a manager would call within 24hours, I am almost willing to bet my car on the fact that no one calls!

Virgin really have messed up the customer support that NTL had.

My Broadband continues to work, so I am not terribly worried, but having been told I need a new router, I am still keen to ensure that I dont get any further outages.

The saga continues, and I will keep you updated

[Ian]

Re: Poxy Virgin Broadband!

OK, a quick rant before I lose broadband AGAIN!

I have been with NTL Broadband for many years, and not once had a problem.

When I changed computers, I rang them up to give me assistance, even when trying to get a new mail account set up on Outlook, they helped and got me running.

Well, now NTL have become Virgin Media. Yesterday the bb connection was rather intermittent, so I rang 150, followed all the prompts only to be told that I had to ring an 090 premium number, and pay 10p to connect, and a further 25pence a minute for the priviledge of talking to a technician to resolve their problem! Brilliant!

I have now just argued the toss with some bloke in India about reimbursing me for the phone call as the problem lies purely with them.

My advice a couple of months ago would be to go with NTL Broadband as they have been fautless, now, I would advise to steer well clear!

OK, rant over, lets see if I can post this, or is it down again!

Oh dear, that is bad. The only time recently that we have had problems was when the cable into our house was damaged when some turf was laid. Actually, the broadband continued to work fine, but the cable TV stopped. Getting the 'construction team' booked and coordinating them with the engineers was a nightmare, but I can honestly say that it wasn't the engineers' fault and in all dealings with them (for cable TV issues - our broadband hasn't required an engineer to visit since it was fitted), I can honestly say that they turn up when promised and are very efficient at fixing problems.

You are, I know, experienced in customer relations () but I was wondering if you were issued a ticket number? Sometimes taking someone's name isn't enough.

Ian

[lumix]

Re: ANOTHER UPDATE: Poxy Virgin Broadband!

Well, here is the latest, although having called Virgin Media, spoken to the 'customer service advisors' and arranged for a technician to come out between 8 and 12 yesterday. Suprise suprise they didnt turn up, and have no record of my call on Sunday. Brilliant!

So I have asked for a manager to call me back, this was 5:30pm yesterday. I have been told that a manager would call within 24hours, I am almost willing to bet my car on the fact that no one calls!

Virgin really have messed up the customer support that NTL had.

My Broadband continues to work, so I am not terribly worried, but having been told I need a new router, I am still keen to ensure that I dont get any further outages.

The saga continues, and I will keep you updated

Ben it may be worth checking out you exchange outage record. May just be down to BT service work.

[coupekid]

Re: Poxy Virgin Broadband!

Oh dear, that is bad. The only time recently that we have had problems was when the cable into our house was damaged when some turf was laid. Actually, the broadband continued to work fine, but the cable TV stopped. Getting the 'construction team' booked and coordinating them with the engineers was a nightmare, but I can honestly say that it wasn't the engineers' fault and in all dealings with them (for cable TV issues - our broadband hasn't required an engineer to visit since it was fitted), I can honestly say that they turn up when promised and are very efficient at fixing problems.

You are, I know, experienced in customer relations () but I was wondering if you were issued a ticket number? Sometimes taking someone's name isn't enough.

Ian

No, no ticket number......and still no phone call.....amazingly bad service.

[Autumn]

[coupekid]

Re: Poxy Virgin Broadband!

No, no ticket number......and still no phone call.....amazingly bad service.

well, as I suspected no phone call was received.....
...just being put through to the 'customer Relations' dept....and guess what........

Suprisingly I am held in a queue

more updates as they come......

[coupekid]

UPDATE2: Poxy Virgin Broadband!

well, as I suspected no phone call was received.....
...just being put through to the 'customer Relations' dept....and guess what........

Suprisingly I am held in a queue

more updates as they come......

OK, 40minutes later, I get through to someone....

He apologises perfusely, and has put me on a 'special rate' tarrif as I have been with NTL/Virgin since '97. Instead of 25pounds for Broadb and, and 11pounds for the phone, he has put me on 26 pounds all-in.

He also said someone would call today between 1pm and 2pm to discuss re-imbursing me for the troubles I have had....... I am still awaiting that call suprise suprise!

Their incompetance still astounds me!