fluffychick
29-05-2007, 20:04
I moved house on 5th May and Virgin came to transfer all of my services on 6th. The phone and TV worked fine straight away (and now I can access on demand which I couldn't previously). I had to make a brief call (to India) to get broadband working, because the installers left a cable modem when we were previously connected throught the STB, and the set up CD didn't do what it was supposed to.
What has never worked at my new address however is my 1571 voicemail. I rang two weeks ago and spoke to someone who seemed to be having trouble finding my account, who told me that it took several days for voicemail to activate.
I waited until yesterday to call back. Once again it took an age for them to find my account and then the guy in faults said that it wasn't a fault because voicemail was showing as 'pending install', and he put me through to customer service. I don't think the lady that answered could find my account either and asked me if I had had the installation yet (how can they not know that they have been providing me with 100's of TV channels, broadband internet and in and outgoing telephone calls for nearly 3 weeks?), and she asked me to hold, which I did for the couple of minutes before she gave up and put me back in the call queue, where I was asked to type in my phone number, before coming through to a gentleman who most certainly could not find my account and told me as much. He asked if I was ex Telewest or NTL and when I said NTL he said I had come through to the wrong office. I asked why, when I had entered my phone number to identify my account, had I been connected to the wrong office, but he had no answer to that. He was about to give me another number to phone when I flipped and told him that I was not about to explain the problem to a 5th person and that he could find the person who COULD help me and get them to ring me. He said that nobody in his office could help and that I needed the ex NTL office. I reminded him that he worked for a communiactions company and that I was sure he was capable of contacting another office and that I expected a call within 30 mins. He said he didn't have my phone number (funny that, as , like I just said, I had been asked to enter it on my telephone keypad). I gave him my number and hung up. 10 or 15 minutes passed when a very pleasant lady phoned me. I was very pleasant back which must have thrown her, as she had obviously been warned about my mood! Anyway, she could see that voicemail was 'pending install' whatever that means, and asked if I had actually requested the service. I mentioned that I had asked for all of the services at my old address to continue and that they must have known this as they all appeared in the contract I was sent to sign and return. She said she would activate voicemail and to allow 24 hours.
Guess what? 24 hours is up. It doesn't work. I phoned customer service. They said it shows as active and put me through to faults. A few minutes on hold the girl agreed that it didn't work and has emailed the technical department who will 'format' the line within 48 hours.
So I've now spoken to 7 people. I still don't have voicemail (that I'll shortly be getting billed for (or maybe not since they don't seem to know that I even have an account and that they have installed services here)).
I had high hopes that customer service would improve when they rebranded - I've always had good service from Virgin Mobile. But it is the same old NTHell.
I should have just used the satelite dish left on the house by the previous owners.
What has never worked at my new address however is my 1571 voicemail. I rang two weeks ago and spoke to someone who seemed to be having trouble finding my account, who told me that it took several days for voicemail to activate.
I waited until yesterday to call back. Once again it took an age for them to find my account and then the guy in faults said that it wasn't a fault because voicemail was showing as 'pending install', and he put me through to customer service. I don't think the lady that answered could find my account either and asked me if I had had the installation yet (how can they not know that they have been providing me with 100's of TV channels, broadband internet and in and outgoing telephone calls for nearly 3 weeks?), and she asked me to hold, which I did for the couple of minutes before she gave up and put me back in the call queue, where I was asked to type in my phone number, before coming through to a gentleman who most certainly could not find my account and told me as much. He asked if I was ex Telewest or NTL and when I said NTL he said I had come through to the wrong office. I asked why, when I had entered my phone number to identify my account, had I been connected to the wrong office, but he had no answer to that. He was about to give me another number to phone when I flipped and told him that I was not about to explain the problem to a 5th person and that he could find the person who COULD help me and get them to ring me. He said that nobody in his office could help and that I needed the ex NTL office. I reminded him that he worked for a communiactions company and that I was sure he was capable of contacting another office and that I expected a call within 30 mins. He said he didn't have my phone number (funny that, as , like I just said, I had been asked to enter it on my telephone keypad). I gave him my number and hung up. 10 or 15 minutes passed when a very pleasant lady phoned me. I was very pleasant back which must have thrown her, as she had obviously been warned about my mood! Anyway, she could see that voicemail was 'pending install' whatever that means, and asked if I had actually requested the service. I mentioned that I had asked for all of the services at my old address to continue and that they must have known this as they all appeared in the contract I was sent to sign and return. She said she would activate voicemail and to allow 24 hours.
Guess what? 24 hours is up. It doesn't work. I phoned customer service. They said it shows as active and put me through to faults. A few minutes on hold the girl agreed that it didn't work and has emailed the technical department who will 'format' the line within 48 hours.
So I've now spoken to 7 people. I still don't have voicemail (that I'll shortly be getting billed for (or maybe not since they don't seem to know that I even have an account and that they have installed services here)).
I had high hopes that customer service would improve when they rebranded - I've always had good service from Virgin Mobile. But it is the same old NTHell.
I should have just used the satelite dish left on the house by the previous owners.