Engineers - how good are they
 

I am sure members are aware of the problems that l have had since l had TiVo installed and problems with Tv Engineers and BB, and the amount of engineers that have arrived and not fix the fault properly or even checked the system properly.

Five engineers have called and not repaired the fault, therefore constant calls to VM and constant waiting in for engineers when they don't call back.

We had an engineers call on Tuesday, following a complaint to senior management, he found the fault and changed a box and did all the right work - hopefully, it is now working but normally the fault comes back after 24 hours - but so far its fine.

BUT, doesn't VM have supervisors that check this repairs as surely some of these engineers are just plain useless.

Has anyone else had a problem similar to mine.

Re: Engineers - how good are they
 

I've had good and bad, but all seem under pressure to clear the job and move on. Perhaps there are bigger issues than the quality of the engineers, like what's actually expected of them and whether this is realistic. Either way, I've twice had Virgin engineers out to do something which should have been done on an earlier visit.

Re: Engineers - how good are they
 

l have had quite a few boxes installed over 12 years and the engineers have always done a very good job and have always been very polite and when there has been a problem they have always come out pretty promply and sorted out any problem there has been.

Re: Engineers - how good are they
 

It's the same old story 'It was o'k when I left'

Re: Engineers - how good are they
 

I have always had very good ones and one saw my guitars in the corner of a room one day and we had a jam session whilst waiting for th Tivo to boot.

Re: Engineers - how good are they
 

Although we have had problems with VM's services, the engineers who came out were polite and helpful. No cause for complaint whatsoever.

Re: Engineers - how good are they
 

I think what the main problem is 1) when the engineers have called, they blame each other for not fixing it the first time 2) the problem tends to get worse 3) Engineers say that if there is any further problems, call em' and they will call back - they never do. 4) Some engineers when they arrive have not got a clue on how to fix the fault.

Re: Engineers - how good are they
 

You clearly had an unusual / hard-to-fix fault. Do you know what box they replaced?

Re: Engineers - how good are they
 

Never had a problem with any of them we have had out, polite and not rude or ignorant.

One poor bloke when we left VM to go to Sky but came back within 2 weeks came out to re-connect our equipment and was having a nightmare with certain stuff was here for hours.
Eventually one of his colleagues came as it was getting late so they could get it all finished.

No complaints here

Re: Engineers - how good are they
 

From what my wife was saying, the previous engineers put three cables into a faulty splitter, and all the power being sent into the house was being sent to an upstairs box, which was not in use.

The engineers said that the power for some reason was going to the multi box and NOT the TiVo box, where it should have gone, therefore causing the problem on the box.

The new box that they put upstairs was and up to date Samsung box with a ' dial like' switch on the right side of the box and the channel number in the centre.

He also stated that a 'card' that was put into the 'old' box was an old card that was not registered with VM. an yet it was VM that put it there, He has also repair the main box outside which was open.

So far everything is going well.

Re: Engineers - how good are they
 

I've always found them to be really nice, polite, informative and really helpful. Every fault I've ever had has been fixed first time, everytime.

In my experience, they are a credit to themselves and Virgin.

Re: Engineers - how good are they
 

Never had a bad experience, always turned up on time, always took their boots off to protect our carpets, they have always repaired the fault and stayed until any updates that the headend had to apply were applied and checked everything was working afterwards and ensure that we were satisfied before leaving.

I've always supplied them with tea and chocolate biscuits which has always gone down well :)

Re: Engineers - how good are they
 

Yep no problems with last 3 visits, in fact we had the same engineer each time which was excellent as he even rembered the setup!

Re: Engineers - how good are they
 

We are technicans not engineers, and we have very poor/no diagnostic equipment

Re: Engineers - how good are they
 

A poor workman always blames his tools !:p:

We have never needed an engineer to repair anything yet, and I have been with C&W, NTL, and Virgin for a lifetime! - must just be lucky

Re: Engineers - how good are they
 

I have to say that whenever Technicians have visited me they have been very helpful and courteous. They have even given me their mobile number to use if the problem reoccurred within a day or two.

Re: Engineers - how good are they
 

I have also had excellent Technicians from Virgin unlike when I was with BT it took 6 engineers and a call to the service manager to get my BT line fixed which is why I left them and moved to cable many years ago.
10 /10 to Virgin technicians.

Re: Engineers - how good are they
 

Hi jb66, The engineers or techincans as you call yourself might have poor equipement,.

My main grief is that there is no supervision of 'personnel' that arrive at my house following the problem, some 'personnel' that arrived did not have a clue at what the problem was.

But after the sixth attempt a technican arrived found the fault and repaired it, so why didn't the other five techincans find it.

In my jobm if there is a problem, l go to my line manager - its that simple.

Re: Engineers - how good are they
 

It was a difficult and unusual fault. Though to be fair I would have expected them to try replacing all internal cabling and splitters before 6 visits.

And can your line manager always resolve it?

Re: Engineers - how good are they
 

Spiderman - yes my line manager can resolve it, all she does is ask me what the problem is and it dealt with there and then.

All problems are never allowed to go more than 24 hrs

Re: Engineers - how good are they
 

Does she want a job? :)

Re: Engineers - how good are they
 

Arthur obviously all techs are crap, not the diagnostic equipment

Re: Engineers - how good are they
 

If either is substandard then the service as a whole isn't what it should be. Don't take what Arthur 's saying personally, but don't expect anybody to be happy with 6 visits to resolve a problem that appears to be the result of a poor install either.

FWIW I needed a second visit to complete my TiVo installation. I don't care whether the tech or the kit was to blame, I just wanted it done right first time, but it wasn't.

Re: Engineers - how good are they
 

Perhaps Virgin Media should just employ your Line Manager and then all of their problems would be solved and know one would ever have to complain ever again ..............:rolleyes:

Re: Engineers - how good are they
 

I've only had one poor experience with VM techs in all the years I have been with them. I had had an extra box installed in the bedroom and because the installer had tried to make his work a bit neater by linking it to an existing RF output, I wasn't getting all the channels, the problem came when a different tech came to sort out the problem, he moaned and groaned the whole time and even forced me to move stuff around in my loft and bedroom or he wouldn't do the job. On the whole though, apart from this one guy, the techs have been courteous and professional.

Re: Engineers - how good are they
 

we are not supposed to move your stuff, id be angry too as the guy who botched it got paid for that job

Re: Engineers - how good are they
 

But as a professional you'd explain why the customer had to move the stuff and you'd keep your moans and groans to yourself and then report them back to the company in the right way. Right? Please tell me thats right. Having to put up with a grumpy tech in your own home is pretty unacceptable, I don't care what reason you think you have.

Re: Engineers - how good are they
 

I wouldn't have done the job and referred it to my manager to get the cowboy back who messed up the first time.

If we move furniture and scratch a floor or the customer complains that something is damaged we would be called into a meeting and could potentially be disciplined. I don't care how the customer feels moving there stuff, keeping my record clean is more important to me.

Re: Engineers - how good are they
 

I've no problem with the moving the stuff thing, I've a problem with the fact that a customer doesn't appear to understand why thats the rule. It should have been explained properly, and preferably by somebody who didn't have the hump.

Re: Engineers - how good are they
 

Maybe he was peed with the customer singing the last guys praises when he has made a mess of things. But yes, its not the customers problem

Re: Engineers - how good are they
 

whenever i worked in peoples houses (fitting windows) i got pretty cheesed off if customers didn't move things ,usually because if something gets broken it would be my fault and not the ignorant SOB who's house it is ,and i've also fell for the broken coffee table scam ......that leg wasn't broken before you came....

You are correct though in that any gripes should be addressed to the company not the customer

Re: Engineers - how good are they
 

In Arthur's defence, he was answering a question asked by spiderplant.

However, if VM are unable to resolve his problem despite six visits, do you not think he has every right to complain, or at least think VM are not providing an adequate service?