Cable Forum - View Single Post

GoonerKeith · 07-04-2008, 19:35

OK - I wrote to VM about poor speeds in Peterborough, especially in the evenings and at weekends. I also asked when Peterborough would be getting the 10MB upgrade.

This is the reply:

"Hi Keith

Thanks for getting in touch with the Virgin Media Support team.

Sorry to hear about your problems with internet speed. As you are
connected through the digital box we would need to organise an upgrade
for you. To take advantage of your service speed we would need to
arrange for a technician to call and install a cable modem for you. If
you give us a call on 150 (freephone from a Virgin landline) or 0845 412
0000 (local call rate) one of our advisers will be able to help you.

If there's anything else we can help with, please let us know.

Kind regards,

Abdul Shreef
Econtact Support Team
Virgin Media"

So I called CS and read out the above after trying to explain my problems. The lady - who was extremely polite but extremely difficult to understand - told me that to change my STB to a modem would cost me Ã‚Â£30 installation fee.

I said, hang on, your web site clearly states that changing from a STB to a modem is free, quote:

"Upgrading your set top box

It looks like we'll need to swap out your set top box, replacing it with a new cable modem.

Give us a call on 0906 212 1111 (or on 150 if you have a Virgin Media phone) and we'll book a time for an engineer to come round and install this for you - free of charge of course."

She told me that only applies when Peterborough is upgraded to 10MB - I asked when this would be. She told me June. I asked how I would know. She told me all customers would be contacted either by phone, text or email.

I said this still doesn't solve my problems regarding degraded service right now - she told me to call the 25p-a-minute service as this was a technical issue. I said I refuse to pay that rate for a problem that is clearly the fault of VM and not mine.

She said to explain that to them and they "might" refund the cost of the call.

I'm now going for a little lie down...

07-04-2008, 19:35	#26
GoonerKeith Inactive Join Date: Nov 2003 Location: Peterborough Posts: 2	Re: poor speeds peterborough OK - I wrote to VM about poor speeds in Peterborough, especially in the evenings and at weekends. I also asked when Peterborough would be getting the 10MB upgrade. This is the reply: "Hi Keith Thanks for getting in touch with the Virgin Media Support team. Sorry to hear about your problems with internet speed. As you are connected through the digital box we would need to organise an upgrade for you. To take advantage of your service speed we would need to arrange for a technician to call and install a cable modem for you. If you give us a call on 150 (freephone from a Virgin landline) or 0845 412 0000 (local call rate) one of our advisers will be able to help you. If there's anything else we can help with, please let us know. Kind regards, Abdul Shreef Econtact Support Team Virgin Media" So I called CS and read out the above after trying to explain my problems. The lady - who was extremely polite but extremely difficult to understand - told me that to change my STB to a modem would cost me Ã‚Â£30 installation fee. I said, hang on, your web site clearly states that changing from a STB to a modem is free, quote: "Upgrading your set top box It looks like we'll need to swap out your set top box, replacing it with a new cable modem. Give us a call on 0906 212 1111 (or on 150 if you have a Virgin Media phone) and we'll book a time for an engineer to come round and install this for you - free of charge of course." She told me that only applies when Peterborough is upgraded to 10MB - I asked when this would be. She told me June. I asked how I would know. She told me all customers would be contacted either by phone, text or email. I said this still doesn't solve my problems regarding degraded service right now - she told me to call the 25p-a-minute service as this was a technical issue. I said I refuse to pay that rate for a problem that is clearly the fault of VM and not mine. She said to explain that to them and they "might" refund the cost of the call. I'm now going for a little lie down...