Cable Forum - View Single Post - Virgin Media House Move / General Support Misery

No1VMHater · 17-10-2008, 23:09

Here's my tale of woe of the events surrounding my recent house move and Virgin's complete incompetence to seamlessly implement the switch. I'm sorry it's a long one but I need to vent it and perhaps warn others about a process that in my opinion should not be anything like as painful as it has been for me (so far!).

1) I called Virgin in advance of the house move to try and forewarn them to enable things to go smoothly.
2) I moved house on 26/09/2008 and initially thought "great" as my TV and internet were already working on day 1 as soon as I'd got everything connected.
3) On 29/09/2008 problems started to occur when an engineer turned up to connect my Virgin phone. Internet and TV were still on but email had ceased to work. I spoke to the engineer about the email problem but he couldn't help and told me to ring 150 which I did as soon as he left.
4) 1st Line tech support advise me that the switch has been somehow botched and that my account at the old address was still half enabled. They escalated to 2nd line tech support and told me my email could be off for up to 5 working days until they properly deactivate the account at the old address.
5) On 03/10/2008 they appeared to have sorted the problem and email was back on again. Everything seemed fine I thought and email continued to work for a couple of weeks...
6) On 13/10/2008 email stopped working again for no apparent reason. I call tech support again on 150 and they have a fiddle with the password on the account, have me verify the change using VM Webmail and they appear to have got it working again. They tell me I can change the password in self care after the phone call. Bye bye thanks hang up.
7) At this point my wife tells me that her email, an alias on the account, is now not working whatsoever.
8) I now try self care to check settings on the account and I'm unable to login. After 3 attempts using the email / password combo I know to be current I was locked out for 24hrs due to 3 invalid logon attempts.
9) I call 150 again and they tell me call back next day because there's nothing they can do on a locked account.
10) I call them back next day on 14/10/2008 and 1st line tech support try self care at their end at it appears completely screwed on my account. They also tell me my wife's email alias does not exist on the account and never has existed despite the fact it had been working fine 2 days ago and for the previous 5 years at my old address. They speak to 2nd line tech support and there's nothing any of them can do without raising to the IT team (an even higher level). I'm told it can take up to 5 working days for the IT team to turn a problem like this around. I'm now incredibly unhappy now with email having already been off for 1 week immediately after the house moved and it potentially now being off for a further week for reasons completely unexplainable by VM tech support.
11) On 17/10/2008 I get bored of waiting with nothing having improved on the email / self care front so I call 150 again. This time I'm told the job has been picked up by a member of the IT team so it's off the queue but it's not yet resolved (no sh*t!) and it can take 10 working days to resolve. I say "hang on - last time I called and spoke to you guys I was told at the outside it would be 5 working days to fix". They say "sorry it can take up to 10 working days". I say "so it could be any time up to 28/10/2008 before it's fixed now?". VM say "yes sorry". I say "can you guarrantee it will be fixed by 28/10/2008?". VM says "sorry we cannot guarantee that". I say "so what am I supposed to do..just wait?". VM says "I think it should be fixed by Monday or Tuesday next week (20th / 21st Oct) but feel free to call back and check if you want". I say "what's the point in calling you back next week if it's not fixed? You're just going to recite the fact that it can take up to 10 working days to fix". VM says "I take your point, sorry". I say "I just hope whoever it is in IT who has picked the job up knows what he/she is doing because whoever did the account switch for the house move obviously did not have a clue and if they do manage to fix it, I've no confidence in it staying fixed for long because your system seems to randomly break and delete parts of a user account for no explainable reason". VM obviously sounding a bit beaten by my verbal barrage by this point apologises again.

That's where it's up to. VM tech support muppets do not have a clue. I've learnt the IT team working on the problem is completely anonymous because when I asked to speak to them I found out that it's not possible for a meer mortal like me. 1st line technical support asked "why would you want to speak to them anyway?". I replied "because I know my way around IT infrastructure and a problem like this should take no longer than 15 minutes to fix, not 10 working days+".

What a shower of numpties.

17-10-2008, 23:09	#1
No1VMHater Inactive Join Date: Oct 2008 Posts: 7	Virgin Media House Move / General Support Misery Here's my tale of woe of the events surrounding my recent house move and Virgin's complete incompetence to seamlessly implement the switch. I'm sorry it's a long one but I need to vent it and perhaps warn others about a process that in my opinion should not be anything like as painful as it has been for me (so far!). 1) I called Virgin in advance of the house move to try and forewarn them to enable things to go smoothly. 2) I moved house on 26/09/2008 and initially thought "great" as my TV and internet were already working on day 1 as soon as I'd got everything connected. 3) On 29/09/2008 problems started to occur when an engineer turned up to connect my Virgin phone. Internet and TV were still on but email had ceased to work. I spoke to the engineer about the email problem but he couldn't help and told me to ring 150 which I did as soon as he left. 4) 1st Line tech support advise me that the switch has been somehow botched and that my account at the old address was still half enabled. They escalated to 2nd line tech support and told me my email could be off for up to 5 working days until they properly deactivate the account at the old address. 5) On 03/10/2008 they appeared to have sorted the problem and email was back on again. Everything seemed fine I thought and email continued to work for a couple of weeks... 6) On 13/10/2008 email stopped working again for no apparent reason. I call tech support again on 150 and they have a fiddle with the password on the account, have me verify the change using VM Webmail and they appear to have got it working again. They tell me I can change the password in self care after the phone call. Bye bye thanks hang up. 7) At this point my wife tells me that her email, an alias on the account, is now not working whatsoever. 8) I now try self care to check settings on the account and I'm unable to login. After 3 attempts using the email / password combo I know to be current I was locked out for 24hrs due to 3 invalid logon attempts. 9) I call 150 again and they tell me call back next day because there's nothing they can do on a locked account. 10) I call them back next day on 14/10/2008 and 1st line tech support try self care at their end at it appears completely screwed on my account. They also tell me my wife's email alias does not exist on the account and never has existed despite the fact it had been working fine 2 days ago and for the previous 5 years at my old address. They speak to 2nd line tech support and there's nothing any of them can do without raising to the IT team (an even higher level). I'm told it can take up to 5 working days for the IT team to turn a problem like this around. I'm now incredibly unhappy now with email having already been off for 1 week immediately after the house moved and it potentially now being off for a further week for reasons completely unexplainable by VM tech support. 11) On 17/10/2008 I get bored of waiting with nothing having improved on the email / self care front so I call 150 again. This time I'm told the job has been picked up by a member of the IT team so it's off the queue but it's not yet resolved (no sh*t!) and it can take 10 working days to resolve. I say "hang on - last time I called and spoke to you guys I was told at the outside it would be 5 working days to fix". They say "sorry it can take up to 10 working days". I say "so it could be any time up to 28/10/2008 before it's fixed now?". VM say "yes sorry". I say "can you guarrantee it will be fixed by 28/10/2008?". VM says "sorry we cannot guarantee that". I say "so what am I supposed to do..just wait?". VM says "I think it should be fixed by Monday or Tuesday next week (20th / 21st Oct) but feel free to call back and check if you want". I say "what's the point in calling you back next week if it's not fixed? You're just going to recite the fact that it can take up to 10 working days to fix". VM says "I take your point, sorry". I say "I just hope whoever it is in IT who has picked the job up knows what he/she is doing because whoever did the account switch for the house move obviously did not have a clue and if they do manage to fix it, I've no confidence in it staying fixed for long because your system seems to randomly break and delete parts of a user account for no explainable reason". VM obviously sounding a bit beaten by my verbal barrage by this point apologises again. That's where it's up to. VM tech support muppets do not have a clue. I've learnt the IT team working on the problem is completely anonymous because when I asked to speak to them I found out that it's not possible for a meer mortal like me. 1st line technical support asked "why would you want to speak to them anyway?". I replied "because I know my way around IT infrastructure and a problem like this should take no longer than 15 minutes to fix, not 10 working days+". What a shower of numpties.