Tv loss
 

We lost our Ch4 the other night, my partner rang VM this afternoon and they ran her through a few things. Now we have nothing, all blocks and odd sounds on all channels. They now saying we HAVE to have an engineer out on wednesday, which is when we are both out at work. The nice lady on the phone from india told me she would charge us 20quid. What can we do to change this! She wouldnt even listen to us on the phone! Just silence! Im sooooo mad! I have tv xxl inet/ anytime tv. Im going to cancel it. Its ... madness ????

Ive been a lerker here for a while so thought a post would help.
I know I should ring UK call time which I will tomorrow but the nice indian lady said she would make sure we always got through to them??! is that even possible? Her name was Katie, so she said.

Partner rang cust services and they were very helpfull. Said if no one was in they could reduce the charge to £10! When I bloody said we wouldnt be in untill after work!!! Grrrr....

What the f... VM ????????????!!!! All she wanted was ch4 back at some point. Not a total loss of service and random charges. She will cancel!

Re: Tv loss
 

That's ridiculous. Call again and get them to change the appointment for a time you will be in.

Meanwhile, you may be able to get Channel 4 on 854.

ps, Welcome to the forum!

Re: Tv loss
 

Agree, ring back and change the date. I think a communication issue resulted in a date which was unsuitable but we can only guess.

Re: Tv loss
 

Hi sophiedoll. This, IMO, is *not* acceptable service from VM. While I can accept there is a delay for an engineer, I don't think they should charge you for the repair (although it's not my decision to make).

We do, however, have contacts within VM who can sort out problems. If you wish, send me your real name, account number, postal address and a contact telephone number and I will refer this case to them.

:welcome: to the forum, BTW.

Re: Tv loss
 

We do not charge £20 for a engineer visit as they are at all times free, unless you insist on an engineer were the is no perceived fault for which you would be charged £30 for a wasted truckroll.

The only time you would be charged £10 would be if your were out when the engineer called.

I would callback today as UK agents will be available from 0800 this morning.

---------- Post added at 06:32 ---------- Previous post was at 06:31 ----------

We do not charge for engineer visits and the person stating that we do is completely wrong and if they have written as such in the account notes then that can be fed back to their manager.

Re: Tv loss
 

Thank you all.

I will ring shortly. We rang back again after posting and managed to cancel everything untill today. The CS person again meantioned a 20 charge if we werent in, i explained there was a high chance neither would be in and he said it would be reduced to 10. This is when I then canceled the call out. He offered me another date next week but I want to talk to someone english.
Been looking last night at sky.....very tempted to swap just to see sky 3d (we have a 3d led screen)

Re: Tv loss
 

You would only be charged £10 if you were out, I have no idea where they get £20 from at all.

We will always book the most suitable timeslot available for you as well.

Re: Tv loss
 

Going to wait till after 9 to be safe. 3 Different Indian staff definately said £20 and did not care when the slot was as long as it was the earliest for them. Really dont see the point in having them open, might as well just have an automated msg asking to ring back from 8am.

Cheers for your replies, I seem to remember you helping a long time ago under a different username? Mos...? something rings a bell. I just dont remember my old username :)

Re: Tv loss
 

I was previously Moldova but changed the name.:)

UK agents are in now actually.;)

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Yeah im still a tad hungover after drinking nearly a whole bottle of wine and a couple of left over sherries! Vod is all working fine, just no tv channels "live" work.

Re: Tv loss
 

Call in now. UK staff are waiting for your call. we have no call Q's either.

What general area are you in too, Sophiedoll?

Sorry you've had such a bad time with the Offshore call centre :(

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Shh don't tell everyone.:D

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ha ha :D

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lol she will ring after a shower, i have just found comedy central works.

Edit: Wolverhampton area i think our ubr is on

Re: Tv loss
 

Does VM care about bad advice/information given by overseas call centres. In my case twice (not knowing when UK call centre comes on shift) the only way I could get a sensible answer was to ask the question on VM MyVirginMedia support forum?

Does VM care about customer satisfaction or is it an exercise in money saving!

Re: Tv loss
 

No TV here in Lichfield area either (sound ok)

Phoned up 'support' went around three different people who were no help at all - very frustrating.

Is there a problem in the Midlands area?

Re: Tv loss
 

Try the following linkhttps://my.virginmedia.com/service-status/details

Re: Tv loss
 

Unfortunately this is not very helpful at the moment as it simply results in the following message:

Sorry, this service isn't working at the moment. Please try again later.

Does someone need to register a fault with the Faults Service? ;)

Re: Tv loss
 

Yeah tried that:-

Sorry this service isn't working at the moment.

:(

Re: Tv loss
 

hmm well in the end I rang as sophs still in the bath.
Got a bit more help, engineer out between 8-12 on sat which indian said couldnt be done. Still no tv now for next 4-5 days, great service..... Somehow doubt a refund will get issued!?
Still got comedy central and now have bbc2 as well! So safe for top gear I guess.

Re: Tv loss
 

They should have credited you while on the call but ring once fixed and you should get it.

Re: Tv loss
 

Thanks... will look in to this now.

Currently being looked at by our IT team :tu:

Re: Tv loss
 

Will ring again but this is crap, dont have any tv. Sky can install on saturday! Will move.

Re: Tv loss
 

Is that the first day you are available though (after today obviously!)?

Re: Tv loss
 

Got through to a nice lady called Carol who has altered my settings to scart (not HDMI).

So no widescreen or HD for the moment.

Engineer due this afternoon....

Re: Tv loss
 

Thurs was the first slot but we work till 5/6pm. The slot was from 4.

---------- Post added at 12:12 ---------- Previous post was at 12:07 ----------

How did you get an Engineer this afternoon!:confused:

Re: Tv loss
 

There'd just been a cancellation and I guess we got lucky...

Re: Tv loss
 

Once it's sorted on Saturday, then call Customer Care on 150 and they will credit for your loss of service.

Re: Tv loss
 

Also depends on the area.

Re: Tv loss
 

This is now working and it's interesting to note that my area has no issues.

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Yeah, all fixed.

Yeah your area is fine, but you have an individual issue. :)

Re: Tv loss
 

She has recieved a £5.50 credit. Still prefer to pay that for tv for a week but better than nothing.

Re: Tv loss
 

I know, sorry nothing could be done today. Let us know how things go on Saturday. :)

Re: Tv loss
 

Thanks (only just noticed this reply) ... I've looked at the local area and can't see any regional issues. Keep the tech booked.

---------- Post added at 15:29 ---------- Previous post was at 15:26 ----------

What I would say is... if you are unhappy about any aspect of Support from VM, then let them know. The best place is on www.virginmedia.com and go to My VM. There is a link where you can send feedback about any aspect of the service.

Re: Tv loss
 

Great fun tonight. We have lost everything now bar the 50mb line. I got forced onto the roof to put a Freeview Digital Aerial Up! Nicked my nextdoors ladders as he was out and ended up using no nails to put it up! Bloody freezing, thanks vm. Love the inet, but everything else sky overshadows :(

Re: Tv loss
 

Ahem

Re: Tv loss
 

As I said Stuart we do not charge for engineers but certain call centres get over zealous for reasons of their own.;)

A lot of customers are having to wait for engineer slots as this does tend to be a very busy time of year for us and we just run out of slots within SLA which means we have to explain this to the customer and give them compensation for loss of service.

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I know. I was just re-iterating my offer of help..

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I know and that is always welcome.

I was talking about our offshore agents who misinformed the OP which I find annoying as even today I had to sort out an issue they has messed up.

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Speaking of over zealous off shore agents, the engineer we were promised for arrival this afternoon never showed.

:(

Re: Tv loss
 

Very likely not booked so you need to callback now.

Re: Tv loss
 

Just booked for Thursday - fortunately I won’t have to book any time off work.

One question though, we've accumulated a fair amount of 'stuff' on our existing box and was in the process of moving onto external media - job not completed yet (kids programs mainly).

Do we loose the lot if the box needs swapping out?

Re: Tv loss
 

They cannot swap the hard drives so you would lose your content.

Re: Tv loss
 

Thanks Stuart but I think we are sorting it now. We actually have 3 channels now!

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Ok, I dont know if this was/is allowed but this morning whilst working from home I decided to cut the tv cable and ring the vm man who left his mob number. He popped around and gave me the tool to reconnect the ends so I have done that now and its all fine! Should I let vm know? Or leave it that the engineer still comes out?

Re: Tv loss
 

I'd leave it booked for a couple of days and if it's still ok, then call and cancel the tech appointment.

Re: Tv loss
 

You could ring up and ask them to check the connection and if it looks fine you can cancel the engineer or just leave it until Friday to cancel just to be sure.

Re: Tv loss
 

Its looking good, I rang this morning and they said its fine. The lady said to leave the engineer booked untill friday like you said. Suprised all it needed was a new end putting on as its not moved in about a year and is in a cupboard that we never open other than to press the reset on the box once or twice a month.