Taf
14-07-2007, 11:17
My phoneline went dead early June, so I filled in the General Email Form reporting the fault. http://help2.virginmedia.com/assets/html/customer_feedback/customer_feedback_querytype_1.html
My brother (another VM customer) phoned them on my behalf and a repair date was set for a week later. I stayed in all day, but the engineer didn't show, so my brother called them again and an engineer was arranged for 5pm the next day. As it happens, one was in the area earlier than that so he fixed the problem in the green box and I my line was back in minutes.
I called VM and was told that all I would get was a pro-rata reduction in my 3for30 bill the next month... no compo, no apology, no explanation.
Today I have received an email, well over a month after filling in the General Email Form.
Thanks for your email to Virgin Media regarding the problem with your
Telephone service.
We apologise for the inconvenience caused for not being able to use this
service. We need to carry out some preliminary checks on the phone
before we can send an engineer at your place. Unfortunately we can?t
carry out these checks by email; hence we won?t be able to look into
this matter just yet.
However, our team is keen to help. We request you to call our faults
team on 0151 477 7575, available 24hrs/ 7 days a week. Calls to this
number are charged at local rate. We?ll check your security details and
get right on the case.
If there is anything else we can help you with, just email us with your
customer verification password and account number or call us for free on
150 from your Virgin Phone. You can also reach us on 0845 454 1111 -
calls to this number are charged at local rate. We?re on hand from 8am
to 8pm, Monday to Saturday, and from 9am to 5pm on Sundays.
Alternatively, you can send us a letter signed by you.
Kind regards,
Rajesh Kundgar
The Customer Concern Team
Virgin Media
Original Message Follows:
------------------------
This e-mail was received on 11/06/07 at 11:44.
Please contact the customer immediately.
Franchise Code : 1
Query Type : GenEnquiry
ExCompany : ntl
Form Name : Customer Feedback
Query Text : PHONE DEAD NEARLY A WEEK!
Very slow VM.... and how could I phone you on a DEAD phoneline? :dunce:
My brother (another VM customer) phoned them on my behalf and a repair date was set for a week later. I stayed in all day, but the engineer didn't show, so my brother called them again and an engineer was arranged for 5pm the next day. As it happens, one was in the area earlier than that so he fixed the problem in the green box and I my line was back in minutes.
I called VM and was told that all I would get was a pro-rata reduction in my 3for30 bill the next month... no compo, no apology, no explanation.
Today I have received an email, well over a month after filling in the General Email Form.
Thanks for your email to Virgin Media regarding the problem with your
Telephone service.
We apologise for the inconvenience caused for not being able to use this
service. We need to carry out some preliminary checks on the phone
before we can send an engineer at your place. Unfortunately we can?t
carry out these checks by email; hence we won?t be able to look into
this matter just yet.
However, our team is keen to help. We request you to call our faults
team on 0151 477 7575, available 24hrs/ 7 days a week. Calls to this
number are charged at local rate. We?ll check your security details and
get right on the case.
If there is anything else we can help you with, just email us with your
customer verification password and account number or call us for free on
150 from your Virgin Phone. You can also reach us on 0845 454 1111 -
calls to this number are charged at local rate. We?re on hand from 8am
to 8pm, Monday to Saturday, and from 9am to 5pm on Sundays.
Alternatively, you can send us a letter signed by you.
Kind regards,
Rajesh Kundgar
The Customer Concern Team
Virgin Media
Original Message Follows:
------------------------
This e-mail was received on 11/06/07 at 11:44.
Please contact the customer immediately.
Franchise Code : 1
Query Type : GenEnquiry
ExCompany : ntl
Form Name : Customer Feedback
Query Text : PHONE DEAD NEARLY A WEEK!
Very slow VM.... and how could I phone you on a DEAD phoneline? :dunce: