Re: Need some help please.
 

So if you upgrade online the daft way. you'll only know that your modem will need changing for a capable one if you phone up because you think it might be too slow?

isn't there any checks at all to see what modem is already issued to your account and to flag up that the person might need to be sent a new modem to go with the upgrade?

Re: Need some help please.
 

I say daft because you may get a discount if you phone that is not available online.

All that shows on the account is a MAC address which means nothing to you or the CSR dealing with the upgrade.

Re: Need some help please.
 

Would you hazard a guess of how many people might not have a suitable modem?

Re: Need some help please.
 

I know he's a techie and works for VM, but how could he possibly know that kind of information? Any response would be speculative at best.

Re: Need some help please.
 

He couldn't possibly know I suppose. that's why I asked him to guess :)

If there's no checks when you upgrade online, and he gets an average of so many upgrading by phone then I just wondered how many might upgrade online.

Re: Need some help please.
 

Absolutely no idea, impossible to know.;)

---------- Post added at 07:58 ---------- Previous post was at 07:57 ----------

As above no idea.

Re: Need some help please.
 

Stop wasting your time with useless customer support, complain here:
http://www.ofcom.org.uk/complain/internet/
I have used the procedure several times and believe me, the providers become quite supportive once they get the complaint from ofcom!

Re: Need some help please.
 

The OP may be better to contact them as he appears to be having no joy with call up.

Re: Need some help please.
 

By ofcoms own rules they should not get involved with any complaint until the customer has a deadlock letter from the company that the complaint is about.

It is then dealt with by Alternative Dispute Resolution an independent resoloution procedure.

I am not saying that is the case in every complaint but by ofcoms own procedure that is what the case should be.

Ofcom do not deal with individual complaints

Re: Need some help please.
 

Hi,

I have removed my last post because it no longer applies.

After posting that reply to you all and cancelling all my services i got back home, not long after an engineer turned up with someone else from virginmedia i now have a new scientific atlanta 2100 modem and i am back online, it has not done much for the speed, but the engineer and paul from virgin both said that once all the upgrades were finished and 50meg was rolled out the speeds would be better and it has proved that there is nothing wrong with my computer.

He has read my posts on here and i have given him copies of it, he is going to find out who the engineer was and why he said he called and fitted a new modem when obviously he did not.

He has also arranged for me to have a credit put on my account for the time i have been offline and for my troubles.

So i felt it only wise to delete my last post so it did not give the wrong message.

I can now use my computer again and enjoy cable forum once more i have agreed to see what difference it makes when the 50meg does start, i will not be upgrading to it as there is no need to but if it helps the speeds then that has to be good.

Thank you all for your help and advice it was so much appreciated.

Re: Need some help please.
 

Great to see that a little perseverance does pay off in the long run.;)

Re: Need some help please.
 

Agreed :cool:

But why Oh why does it have to be such a palaver in so many cases just to get a simple thing put right. :(

Re: Need some help please.
 

It should not be like that at all and it really is annoying that a customer can be treated like that, he should not have to resort to nearly cancelling his account because someone failed to check his modem remotely which would show the MAC address and confirm what model he had, takes a couple of minutes to run these checks.

Beyond me why they seemed not to have been done.

Re: Need some help please.
 

Hi,

I did ring tech support and got through to india, i had a hard time understanding them and she could not understand what i wanted she kept telling me to do all these different things that had no bearing on the issue and was talking over me all the time but they are exceedingly polite, in the end she suggested i ring customer support they in turn said it was a tech issue and i had to ring them, after my second trip to india i had had enough and i rang to cancel my services.

I spoke to a really nice lady from scotland who was appalled at what had happened and she passed me to tech support who confirmed i still had the motorolla 4100, but he said it showed it had been replaced on friday which it was not as it was the engineer not turning up that started all this, i then said i could not go through this anymore and i was going to be leaving virgin i the rang disconnections and cancelled all my services and i gave this problem as the reason i was leaving.

The rest you know i was not expecting the tech or the other chap from virginmedia that came with him, they set it all up activated my modem and checked my comp out speeds are still bad but that seems to be inline with everyone else

Many thanks to you all especially whydoIneedtoteach your invaluable help has now got me sorted and i am now free to enjoy my comp and cable forum again.

Re: Need some help please.
 

Glad you got it sorted and someone actually took the time to remotely check what modem you had, if the previous CSR's had done their job properly as she did then all these calls to Virgin could have been avoided.;)