I feel like commiting a murder!!
 

After 4 days of owning a shiny new V+ box I still have no channels (Well I have about 6).

Apparently my box is not registered with them. My first "standard" Samsung box seems to confuse everyone I speak to.

Today I have been on the phone for over an hour and a half.

1) Got through to India. Helpful chap, but it wasn't his department. He puts me through to CS.

2) Got a nice Scottish lass. Took my details. "Sorry you are on the Harmony billing system. I'll have to transfer you".

3) Got a Male Scott this time. "Sorry if it's a V+ box that is a different department,"

4) Back to India. I cant remember what he said (I'd eaten my own ears by this point) but transferred me again.

5) Went through spoken menu and ended up back in India. "Sorry this is faults. you need to speak to the TVdrive department" I got a free lecture about the engineers not setting installing it correctly. Phone goes dead, then the dreaded music again

6) After 4 minutes I got back to the same spoken menu.

7) Back to faults in India. Took my details and checked my account. Got the nice music again while I wait. "You need to speak to my colleague in the TV drive department" Music again. Told me there would be a 10 minute wait, or I could hang up and start again in half an hour when the queue would have magically gone and I'd get straight though. Forgot to mention I have music again now. I wonder if they will release it as a single. He confirmed that the next transfer would be the one that can help me. Starting to get sick of this music now.

8) Got through to "Billing" in Glasgow. Really nice girl. She confirmed that my account is only showing my original relocated silver Samsung box but no V+. She is checking with install department. Obligatory music while waiting. She came back and told me the install department closed at 7pm (an hour ago). I had been on the phone since 6:30pm. I didn't get angry as she was being very helpful and polite. She took my box and card numbers and said she'd email them to the
install dept marked urgent and hopefully when they open at 9am tomorrow (Sat) they should enter it onto the system. She offered me a £15 credit for the inconvenience.

I have an engineer coming tomorrow (sic) to sort out the cable modem. If the TV is not on my then I shall insist he sorts it. I know he will say it's not his department but I shall lock him in until he does. Either that or he can take the whole lot away with him. He won't need to carry anything as I'll insert it somewhere handy for him.

ARRRRGGGGHHHH and I thought Sky CS was hell.


What I really love is the recorded message saying "We record all our calls to make sure we are always offering you the best possible service." I can image Watchdog doing a 3 hour special on Virgin in the coming weeks.

Re: I feel like commiting a murder!!
 

I can understand your frustrations and i hope they will be short lived.

I wonder if you wouldn't mind deleting 2 lines though.

Re: I feel like commiting a murder!!
 

And it is, after all, only TV channels and Broadband - not life or death.

Re: I feel like commiting a murder!!
 

Yeah, sorry about that. I only just got off the phone and felt fired up.

I wasn't angry at the people so much as being passed back and forward to the same departments.

Re: I feel like commiting a murder!!
 

With the title of the thread, i thought you knew my ex-girlfriend :D

Re: I feel like commiting a murder!!
 

From my own experience in dealing with the engineers, they know the broadband and TV so hopefully you should get some joy if you ask him.

Re: I feel like commiting a murder!!
 

I love your name. It's not at all inappropriate for a family forum like my first one was :)

Re: I feel like commiting a murder!!
 

While he was waiting for the modem to activate I asked him to take a look at the V+. he was very helpful and didn't seem in a rush to leave.

He contacted someone by phone and apparently there is nothing they can do until Monday, but it's been given priority and all billing from the date of install has been cancelled until it's sorted out.

Re: I feel like commiting a murder!!
 

Shame you didn't get me, I'd have added the equipment myself. Takes about 30 seconds.

Re: I feel like commiting a murder!!
 

Why don't all the Virgin staff have the same knowledge. What's your mobile number in case I get any other problems ;)

Re: I feel like commiting a murder!!
 

:mad: know how you feel as a service engineer with ntl/virgin media i have to deal with customers like yourself every day. expect problems with your v+ box when its set up,all theses boxes have a software problem and theres no fix time been given

Re: I feel like commiting a murder!!
 

Re: I feel like commiting a murder!!
 

Gah I'm booked for V+ install on Tuesday morning, I hope I don't suffer the same pains as you.

Hope it gets resolved soon mate.

On a side note Zeph, I didnt know there were so many types of Flange. Essex Flange sounds particularly interesting.

Re: I feel like commiting a murder!!
 

The name Flange was originally chosen many years ago when i worked with flanges in my engineering job.

Re: I feel like commiting a murder!!
 

Sounds like the prob i had the other week, turned out, that the smartcard was registered to my OLD samsung box from my previous address, the engineer came out, cos i told them at cs that i was tempted to throw the box through the window as i too had been passed from pillar to post for a week! Engineer came out, did this and that, and within half an hour all my channels were on. Something cs/faults could've done over the phone from what the engineer said.

Re: I feel like commiting a murder!!
 

I used to work for O2 and I got sacked for helping people on forums, seriously.

They didn't approve with my truthful comments about how O2 is the biggest bunch of idiots in the land.

If you go over 5 mins on a call, they make you lie to a customer and get off the phone as the less calls you take, the lower your teams call stats, and the less chance your team has of being 'Team of the Week' and winning a tin of roses! The reason O2 never do their job is because of a tin of roses. I used to get *******ed all the time for spending 40 -1 hour on a call, but actually solving the issue for the customer. I was better than that job, because I actually wanted to help people out.

A week before they fired me, I was told off for spending 1 hour 20 mins on a call and going over our 8pm closing time, meaning my manager had to wait for me to finish the call, 15 mins after 8.00pm. I solved the guys problems he had been having for 7 months and was threatening legal action. Then my manager exploded at me, shouting saying she was considering me for a written warning etc.

Following week at Team Weekly meeting, the Head of O2 Customer Services came over with an email, the customer had rung up the next day and told them how great I was and that I had solved all his problems, and I was given a certificate (balls) and a £10 voucher for WHSMith (great). My manager then had to say to the whole group, well done him etc. This was the ultimate demise of me however.

I used to give my mobile phone number to customers and tell them to text me and I would ring them back from the customer services to deal with them. I ultimate offered the service on a forum of people asking for a call back to get their problems solved. And O2 found out about this and I was sacked for a conflict of interest. Although I helped out hundreds of people on that forum.

Ahh well the life of the Customer Services agent lol, glad I got out of that and am now doing good honest Graphic Design.

Re: I feel like commiting a murder!!
 

Hello, You've got me worried now! i'm having my V+ fitted on saturday. Is there anything i should ask the Engineer or make sure he does before he leaves? or should i just lock him in the shed till it's all up and running! (that was a joke by the way! the sheds alredy full of window salesman)

Re: I feel like commiting a murder!!
 

Well My details that were passed onto the installations department by the nice Glasgow girl did no good. TV still not on. I had an engineer come on Saturday to swap the modem over. While he was here I asked him to have a look at the box. He phoned someone and after about 15 minutes the man at the other end ("Someone with clout who can make people's job's in Virgin not very nice" the engineer told me) was told it'll all be sorted out on Monday morning and to expect a phone call.

Errr. No phone call, and err no channels either. At least when it was still called Coventry Cable there was a shop window you could throw your STB through.

Any suggestions where I could put mine? It's obviously no use under the TV.

---------- Post added at 15:43 ---------- Previous post was at 15:39 ----------

conflict of interest? Someone on a help line providing help?

I guess there is no reason to expect Virgin to operate any differently. :(

---------- Post added at 15:44 ---------- Previous post was at 15:43 ----------

You could ask for his wallet and credit cards as security and tell him he'll get them back when it's all working.

Re: I feel like commiting a murder!!
 

Just to close this thread.... Finally after 7 days I have my channels.

Re: I feel like commiting a murder!!
 

Cheers for coming and letting us know dude :tu: :)