Has anyone had any responses from MD?
 

I put through a complaint on Saturday to the email address for Tom Mockridge and i haven't heard a response since.

Normally if i do complain to other companies MD offices' i get a response fairly promptly, so it is unusual having have no acknowledgement.

Anyone have any experience with it?

Re: Has anyone had any responses from MD?
 

Is try again, usually its a 24hour response

Re: Has anyone had any responses from MD?
 

Hm i'd have thought a quick turnaround also.

I did actually re-send the email yesterday, on the original email i used an attachment as a letter but after a few days may have thought it could have been auto-deleted.

I see any topic on the matter on the official forums about MD offices get shot down quickly by people saying you have to write in, which seems very archaic.

Re: Has anyone had any responses from MD?
 

Did you send it to ceo.office or Mr M himself? CEO Office is probably a better bet.

Re: Has anyone had any responses from MD?
 

I sent a message to the CEO office around 6 years ago and I had a phone call from them in just 15 minutes. They arranged an engineer to call the next day and he replaced my modem which solved my internet problem.

That is good service.

Re: Has anyone had any responses from MD?
 

Hmm, guess their response times have lapsed now then!

No response from the CEO email, as well as the Executiveteam email address

Will give it a few days obviously as it was late last night i sent it over.

Re: Has anyone had any responses from MD?
 

I emailed the CEO yesterday. I'll give them a few days to read the VM forum thread it refers to. 29 pages so it might take a while.

Re: Has anyone had any responses from MD?
 

I emailed Tom Mockridge about a Virgin Mobile complaint a couple of weeks ago. Took 6 days for someone from his "Executive Complaints Team" to phone me. It didn't resolve my issue. In fact, his tone was so arrogant that I subsequently took my business elsewhere. Plenty of excellent alternatives to VM available.

Re: Has anyone had any responses from MD?
 

My query has been a massive balls-up from the very beginning, previously i spoke to someone in the National Movers Centre at VM because my mother in law, who had services at her own property - came to move into our house.

The woman confirmed MiL account instead of incurring termination fees would be moved down to a £15pm line rental, and then i had to transfer a service, in this instance Sky Movies from her account onto my account.

Intention was that no installation would be made on her account, instead we'd have a multi-room type deal were the feed would come through my room which has TiVO and by use of a splitter feed another aerial through into her bedroom. Simples.

We got a move in date, so i called through to someone who didn't understand my query what so ever, so i terminated the phonecall and opted to myself wait until i emailed the person i dealt with. This woman on the phone wasn't having any of it though and she phoned me back immediately.

I requested she leave it alone and let me deal with this other person - But then she said "as a valued customer i want to upgrade your internet to 200mb internet, give you XL TV and phonecall stuff free of charge". I accepted the offer but in the back of my mind i thought where was the catch... Little did i know this was a problem!

I called back later on, wary of the deal to find she setup a termination on MY account and intended to have MiL be main account holder at MY address, i cancelled this action immediately.

Spoke with the woman i dealt with previously at NMC and we penned in a date for installation for last Saturday (This was in latter half of March) - had a letter confirming such. Saturday came and no engineer. I called them to be told "there was a construction issue" and the engineer (whichout informing me) had been cancelled. Fume.

I told them it was important the engineer comes out THAT DAY - as during that time, the MiL was admitted to hospital and would be bed bound, so we needed the service sorted as soon as. They then explained that the construction issue was because they intended to have her installed on a NEW LINE in the property and not access installation via a splitter.

Escalated it up to manager who was confused as to how they got it wrong - but the engineer couldn't come out, the book date was today (Saturday) but couldn't get any earlier as much as i pleaded.

Today came, two engineer vans turned up - They installed a new line into the house via two bedrooms, didnt have a TiVO on their paperwork and only V+ HD. Confused, it wasn't important though as that could be sorted later.

Turned the Virgin box on.... only basic channels. They made her account into a basic account. Been on the phone for three hours today trying to fix it absolute bloody nightmare. They wanted another Virgin engineer to come out to do what i asked them to do originally - but holes in walls have already been done!

Got through to one manager who was completely unhelpful and said nothing could be done, before i went through to disconnections who cancelled the MiL account free of charge, and are now enabling services from the feed installaed this afternoon at least until they can get another engineer out to install TiVO (Can't do self-install it seems)

Utter nightmare from beginning to end!!!

Re: Has anyone had any responses from MD?
 

Surely the easiest way would've been MiL account terminated and you get an extra TIVO box installed? Simples.

Why have her account continued at £15 PM just for a TIVO box on your account?

Re: Has anyone had any responses from MD?
 

Sadly because she moved into a property already services by Virgin, she would have had to incur termination costs. So it was agreed to drop her right down for 9 months of her remaining contract paying the absolute minimum.

Extra TiVO is what was asked, but it had got so misconstrued.

I spent a good two and a half / three hours on the phone today, finally getting a "sort of" result. They agreed to disconnect the second account free of charge and get a multiroom setup on my account (As was always asked...)

The only gripe was that they said it will take a few WEEKS to get another engineer out to install the TiVO box - i said absolutely not, we came to a compromise and they took the SMART Card details of the V+ Box they installed this afternoon, promising it will be online and fully functional by tomorrow.

I really hope so :|

Re: Has anyone had any responses from MD?
 

So, if I've read your reply correctly.

She moved into a property 3 months ago that had VM services and took out a contract.

She's now moved to yours and rightly expected to have to pay either the termination fee or a reduced fee and you wanted an extra TIVO box on your account.

Why didn't you just order an extra TIVO on your account first and than negotiate the reduced fee for your MiL afterwards explaining extenuating circumstances?

Re: Has anyone had any responses from MD?
 

No. She had her own property for many years, but due to all the issues at the New Year with the price increase, i spoke to them and got her a better deal, albeit it started a new 12 month contract.

Her personal circumstances changed since then, and thus had to move in with us, so because we would have had to terminate the contract she would have been charged hundreds which she wouldn't have been able to afford.

I spoke to the Movers department who agreed she would be able to have a "dummy" account which would serve no purpose other than to charge her minimal line rental for the remaining 9 months of her contract, the flipside of this was that i needed to bring a service of hers onto my account, another sort of compromise. So i'd be paying an additional £20 or so per month.

In all honesty i never expected this to be such a complicated process, the first woman understood it perfectly fine, the next one didn't and almost messed up my account - then it was up and down from there-on.

I did say from the beginning all i wanted was a multiroom on MY account, they must have been nodding and not comprehending.

I was told plenty of times "You can't have two accounts under one address". Proved them wrong on that one clearly.

Frustrating thing was though, none of them left concise notes on what they done by th sounds of it, so i had to go through the rigmarole. every. time.

Re: Has anyone had any responses from MD?
 

Try posting on the VM Community forum and see if a mod can be of help.

Post alink to the thread back here.

Re: Has anyone had any responses from MD?
 

Good idea, I have found the mods are very helpful.

http://community.virginmedia.com/

Re: Has anyone had any responses from MD?
 

Well update to this, not quite 3 hours but an hour of my time used up.

Called at 12 this afternoon, was told the box itself looked "messed up" and was assured it would be up and running in about 10 minutes once they bounced the signals around.

Waited 40 minutes - Not working. Suprised!
Phoned again asking to speak with a manager, a frontline colleague helped and i even heard a massive "sigh" (Don't blame him, i've been sighing since this whole saga started) he conceded defeat with it and spoke to a manager and came back positive - Looks like while things were put into motion yesterday, mistakes were even made then on the last hurdle.

The person yesterday didn't remove the set top box from the old (Now disconnected) account so the signals weren't going anywhere - I gave the box details in again and within 5 minutes of being on the call the services were up and running. FIXED FINALLY. He just added the box onto my account and it was all up and running.

So now that this has finished and hopefully concluded - What type of compensation/goodwill should i be expected to receive from all this? Yesterday i was given a very pitiful "goodwill" in the form of having a free TiVO installation next month... Which is what i asked for 4 weeks ago, so that wasn't really goodwill if i was already getting it for free....

Re: Has anyone had any responses from MD?
 

As I've already advised your best course of action I'm out of here. You obviously don't read the replies you get and just wish to head your own way and complain.

Re: Has anyone had any responses from MD?
 

Oh i've posted there don't get me wrong. and to their Facebook page, the response today on Facebook was that they have emailed the CEO team finally to make them aware of this situation, so in the coming days i should have some results.

Re: Has anyone had any responses from MD?
 

Re: Has anyone had any responses from MD?
 

I imagine working off the basis of working hours you seem to have had that response within a 48 working hour period, i used the email for Tom directly last Saturday and received no response at all from last Saturday.

Though i did email the Exec team email on Thursday... So i should have had a reply before yours :|

Nothing yet..

Re: Has anyone had any responses from MD?
 

This was your problem, should have left alone.
I'm unclear as to what 'all the issues were' it was a simple price change no?

That's what started all your woes off, bet if you could go back, you would have left well alone.

Re: Has anyone had any responses from MD?
 

Aye! If we had forseen that she wouldn't be in her own property anymore i would have most certainly have held off contacting Virgin Media about it at the New Year. These problems experienced wouldn't have been present at all.

Hindsight is a beautiful thing though, and would rewind if i could, but that was dealt with fairly promptly. This not so much! My new phone bill is coming in a few days, according to my useage i've used about 400 minutes trying to sort this. Ahhhh

Re: Has anyone had any responses from MD?
 

An ongoing fault that has been fiddled-with but not fixed started during last Summer. I started posting about it September in the VM community forum. Graphs from Thinkbroadband plus power levels and network logs included.

In early April this year I emailed Tom Mockridge and got a response 3 days later.

4 weeks later I finally had a phonecall from someone in his office. It sounded more like an interrogation than a concerned response.

A week later someone called twice in one day saying that he had been put in control of the fault.

Last Saturday a local boss tech of some sort appeared (who had been out for this same fault before). He left saying he would contact me by the end of the week with news, if any.