Cable Forum - Virgin Media House Move / General Support Misery

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- - Virgin Media House Move / General Support Misery (https://www.cableforum.uk/board/showthread.php?t=33640138)

Re: Virgin Media House Move / General Support Misery

Quote:

Originally Posted by No1VMHater (Post 34656522)

The purpose of the OP was to simply highlight how wrong the house move / account transfer process can go with VM and how slow the turnaround can be to fix the problems. It was never my intention to seek help or assistance from anyone here.

Good luck to anyone who attempts to move and transfer their VM services. If it all goes wrong (I would expect it to) and it seems a fairly regular occurrence reading whydoIneedatech's (a VM insider) comments in this thread, you can always choose to accept any help offered.. ;)

Failed Move and Transfers are a regular occurrence for the reasons stated above, but cases like yours are fairly rare and because your original account still shows as enabled it then means that a process has to be followed to ensure that you get your old services back.

Re: Virgin Media House Move / General Support Misery

Fair enough point taken although it should be noted as detailed in the OP, that when the move and transfer was first performed it was the case that the original account had not been disabled so email was off for 5 working days before being fixed. Then after 2 weeks of working fine it went off again for no explainable reason this time with the addition issues of my wife's email alias being deleted and complete self care death on the account, with an estimated fixed of 5-10 working days.

Once might be fairly rare..twice within a one month interval..I wonder what the odds are there. Perhaps I've been very unlucky but I'm still in the dark as to the cause of the 2nd failure because no-one I've spoken to at VM can tell me what's happened. Also I'm told there has never been an alias for my wife's email on the account and this is just an incorrect statement; it was there and working fine the day before the 2nd failure.

Re: Virgin Media House Move / General Support Misery

Quote:

Here's my tale of woe of the events surrounding my recent house move and Virgin's complete incompetence to seamlessly implement the switch. I'm sorry it's a long one but I need to vent it and perhaps warn others about a process that in my opinion should not be anything like as painful as it has been for me (so far!).

1) I called Virgin in advance of the house move to try and forewarn them to enable things to go smoothly.
2) I moved house on 26/09/2008 and initially thought "great" as my TV and internet were already working on day 1 as soon as I'd got everything connected.
3) On 29/09/2008 problems started to occur when an engineer turned up to connect my Virgin phone. Internet and TV were still on but email had ceased to work. I spoke to the engineer about the email problem but he couldn't help and told me to ring 150 which I did as soon as he left.
4) 1st Line tech support advise me that the switch has been somehow botched and that my account at the old address was still half enabled. They escalated to 2nd line tech support and told me my email could be off for up to 5 working days until they properly deactivate the account at the old address.
5) On 03/10/2008 they appeared to have sorted the problem and email was back on again. Everything seemed fine I thought and email continued to work for a couple of weeks...
6) On 13/10/2008 email stopped working again for no apparent reason. I call tech support again on 150 and they have a fiddle with the password on the account, have me verify the change using VM Webmail and they appear to have got it working again. They tell me I can change the password in self care after the phone call. Bye bye thanks hang up.
7) At this point my wife tells me that her email, an alias on the account, is now not working whatsoever.
8) I now try self care to check settings on the account and I'm unable to login. After 3 attempts using the email / password combo I know to be current I was locked out for 24hrs due to 3 invalid logon attempts.
9) I call 150 again and they tell me call back next day because there's nothing they can do on a locked account.
10) I call them back next day on 14/10/2008 and 1st line tech support try self care at their end at it appears completely screwed on my account. They also tell me my wife's email alias does not exist on the account and never has existed despite the fact it had been working fine 2 days ago and for the previous 5 years at my old address. They speak to 2nd line tech support and there's nothing any of them can do without raising to the IT team (an even higher level). I'm told it can take up to 5 working days for the IT team to turn a problem like this around. I'm now incredibly unhappy now with email having already been off for 1 week immediately after the house moved and it potentially now being off for a further week for reasons completely unexplainable by VM tech support.
11) On 17/10/2008 I get bored of waiting with nothing having improved on the email / self care front so I call 150 again. This time I'm told the job has been picked up by a member of the IT team so it's off the queue but it's not yet resolved (no sh*t!) and it can take 10 working days to resolve. I say "hang on - last time I called and spoke to you guys I was told at the outside it would be 5 working days to fix". They say "sorry it can take up to 10 working days". I say "so it could be any time up to 28/10/2008 before it's fixed now?". VM say "yes sorry". I say "can you guarrantee it will be fixed by 28/10/2008?". VM says "sorry we cannot guarantee that". I say "so what am I supposed to do..just wait?". VM says "I think it should be fixed by Monday or Tuesday next week (20th / 21st Oct) but feel free to call back and check if you want". I say "what's the point in calling you back next week if it's not fixed? You're just going to recite the fact that it can take up to 10 working days to fix". VM says "I take your point, sorry". I say "I just hope whoever it is in IT who has picked the job up knows what he/she is doing because whoever did the account switch for the house move obviously did not have a clue and if they do manage to fix it, I've no confidence in it staying fixed for long because your system seems to randomly break and delete parts of a user account for no explainable reason". VM obviously sounding a bit beaten by my verbal barrage by this point apologises again.

That's where it's up to. VM tech support muppets do not have a clue. I've learnt the IT team working on the problem is completely anonymous because when I asked to speak to them I found out that it's not possible for a meer mortal like me. 1st line technical support asked "why would you want to speak to them anyway?". I replied "because I know my way around IT infrastructure and a problem like this should take no longer than 15 minutes to fix, not 10 working days+".

What a shower of numpties.

You should thank yourself lucky.
We also moved house not so long ago but we had to wait two weeks just to have our services turned on at the new place.When he did eventually come he managed the TV & BB ok but he made a right old mess of the phone,leaving both us and the new neighbour without any phone line at all.

The phones were fixed the following week but even now some 7 weeks later our own e-mail still is`nt working,not the one concerned anyway.Strangely though i can still access a long dead STB accounts email addresses from the previous house.:rolleyes:
I just aint had the time or inclination to get on that phone about it and i also have better things to do than whine at these guys on here about it.

Re: Virgin Media House Move / General Support Misery

Quote:

Originally Posted by xpod (Post 34656570)

Ir will not work again unless a Move and Transfer is done and should in normal circumstances be done while you are on the phone.

---------- Post added at 19:43 ---------- Previous post was at 19:41 ----------

Quote:

Originally Posted by No1VMHater (Post 34656558)

I bet you are a @ntlworld.com email address holder as the has been many problems with email accounts on your side since the billing migration in April/May.

Re: Virgin Media House Move / General Support Misery

Quote:

Ir will not work again unless a Move and Transfer is done and should in normal circumstances be done while you are on the phone.

The "move & transfer" was supposedly all sorted out on the phone when we first called up and requested the services be transfered.I made a point of asking that we have the same phone number & email address.
I generally dont use my main VM email for very much anyway(not this time) so it`s neither here nor there but i will get round to sorting it out.
I`m still waiting on them coming and burying a few inches of the cable out on the pavement too now that i think about so i`ll wait till i`ve got a spare half a day and get on that phone.

Re: Virgin Media House Move / General Support Misery

Quote:

Originally Posted by xpod (Post 34656629)

Be careful not to leave it to long as they can be terminated anytime between 3 and 12 months after your house move, once that happens they are gone forever, all you need to do is call the number below.

Tech Support is open 24/7 on the numbers below.

For help with your TV or Phone and for Broadband Technical Support:

Call Product Support/Faults on 151 option 3 from your Virgin Media Phone. It's absolutely free.

Or call 0845 454 1111 from any other phone line.

Re: Virgin Media House Move / General Support Misery

Quote:

Cheers for the heads up.

Quote:

Tech Support is open 24/7 on the numbers below.

For help with your TV or Phone and for Broadband Technical Support:

Call Product Support/Faults on 151 option 3 from your Virgin Media Phone. It's absolutely free.

Or call 0845 454 1111 from any other phone line.

Oh i know that much so so well.
Why d`you think i`m in no hurry to call up now-a-days if it`s all avoidable;)

Re: Virgin Media House Move / General Support Misery

Quote:

Originally Posted by xpod (Post 34656646)

Cheers for the heads up.

Oh i know that much so so well.
Why d`you think i`m in no hurry to call up now-a-days if it`s all avoidable;)

Its free on a Virgin phone and should be relatively painless as it is not a fault.

Re: Virgin Media House Move / General Support Misery

Quote:

Originally Posted by whydoIneedatech (Post 34656612)

I bet you are a @ntlworld.com email address holder as the has been many problems with email accounts on your side since the billing migration in April/May.

Nope this is @blueyonder.co.uk email from the old telewest domain. I was thinking a while back that at some point fairly soon after launch VM would be offering @virginmedia.com addresses, but this lame page has been up since 02/07 without change or progress : http://www.virginmedia.com/help/virginemail.php so there doesn't seem to be any urgency from VM or perhaps just no user requirement there to pursue.

Nowadays I'm not really bothered about that because I have my own domains that I redirect to my blueyonder email inboxes..er when my VM services are working that is. If this current problem persists for any longer than the stated 5-10 working days I think I'll be dropping VM email entirely and running with GMail. The only problem doing this is everything under the sun that's registered for the @blueyonder.co.uk addresses that will require re-registration.

In my experience Telewest's BB and following on VM's BB after the takeover has always been good. It could be because I'm in a low subscribed area but I've never had a problem with internet speed / ping even when heavily VPN teleworking. However the email service has always been a different story for me which is unfortunate and that lets it down. I could be reaching the point of finally cutting that loose now..I guess I'll see what happens next week when VM IT are hopefully back on the case.