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Retrovertigo · 17-03-2009, 00:14

I defy anyone to defend the Indian cell centres after this experience I have just had.

I get through to an Indian lady who spoke very good english. I explain how I have been unhappy for a while as the speeds have been getting progressively worse. But that this evening is the final straw as I am on the newsgroups and getting less than 50k download speed - I kid you not.

She then goes on to explain that I have to expect slower speeds in the evening as lots of people use the internet and so speeds slow down somewhat!!!!!!

I try keeping calm and explaining why 50k speeds for Â£30 a month is simply not on. So she tries talking me through some steps. I decide to see where she is going with this and so admit I have a wireless router (who doesn't these days?) and she asks me to connect my PC straight to the cable modem. (Oh yeah, she has said she has just done a test on my modem while we were talking). I humour her but leave my PC connected through the router as per usual.

She then says to bear with her while she does another test. She restarts the modem from her end and comes back with this "what I can see from my end is that your router is causing a bad signal to your PC and you should but a new one or just connect your PC straight to the modem (seriously, how many people still do that?) - now that you have connected your PC straight to the modem, my test shows that you are getting the full signal (a lie as she obviously hasn't tested for that at all)". She suggests I junk my router and just use wired from now on because routers block the internet signal. So if you are with VM you are screwed if you want wireless it seems

She then asks if there is anything else she can do for me after "solving my problem" and that she hopes I am happy now I have full speed back - I don't of course.

This is where the problems lie. They don't care about lying to customers. They certainly don't grasp that 50k speed is totally unacceptable. Someone from here would have known that even with a busy evening, that speed from a 20meg line is ludicrous. Plus they would have taken it far more seriously when I said I was checking out then best alternative supplier in my area. Which seems to be BE - only 8 meg, but a few friends who are local say it is rock solid after leaving VM themselves.

A total shambles all round really. And disgusting that they lie through their teeth about whatever tests they claim to be doing at their end. That's is the inherent problem when customer service is based in a country not even familiar with the actual service they are supposed to be providing backup for.

I'll be speaking to retentions tomorrow and getting as much as I can get knocked off my bill until I sort out a new provider. I have had enough of this joke of a company.

17-03-2009, 00:14	#210
Retrovertigo Inactive Join Date: Nov 2003 Location: Manchester Posts: 481	*Re: Poll added* - VM's Indian callcentre** I defy anyone to defend the Indian cell centres after this experience I have just had. I get through to an Indian lady who spoke very good english. I explain how I have been unhappy for a while as the speeds have been getting progressively worse. But that this evening is the final straw as I am on the newsgroups and getting less than 50k download speed - I kid you not. She then goes on to explain that I have to expect slower speeds in the evening as lots of people use the internet and so speeds slow down somewhat!!!!!! I try keeping calm and explaining why 50k speeds for Â£30 a month is simply not on. So she tries talking me through some steps. I decide to see where she is going with this and so admit I have a wireless router (who doesn't these days?) and she asks me to connect my PC straight to the cable modem. (Oh yeah, she has said she has just done a test on my modem while we were talking). I humour her but leave my PC connected through the router as per usual. She then says to bear with her while she does another test. She restarts the modem from her end and comes back with this "what I can see from my end is that your router is causing a bad signal to your PC and you should but a new one or just connect your PC straight to the modem (seriously, how many people still do that?) - now that you have connected your PC straight to the modem, my test shows that you are getting the full signal (a lie as she obviously hasn't tested for that at all)". She suggests I junk my router and just use wired from now on because routers block the internet signal. So if you are with VM you are screwed if you want wireless it seems She then asks if there is anything else she can do for me after "solving my problem" and that she hopes I am happy now I have full speed back - I don't of course. This is where the problems lie. They don't care about lying to customers. They certainly don't grasp that 50k speed is totally unacceptable. Someone from here would have known that even with a busy evening, that speed from a 20meg line is ludicrous. Plus they would have taken it far more seriously when I said I was checking out then best alternative supplier in my area. Which seems to be BE - only 8 meg, but a few friends who are local say it is rock solid after leaving VM themselves. A total shambles all round really. And disgusting that they lie through their teeth about whatever tests they claim to be doing at their end. That's is the inherent problem when customer service is based in a country not even familiar with the actual service they are supposed to be providing backup for. I'll be speaking to retentions tomorrow and getting as much as I can get knocked off my bill until I sort out a new provider. I have had enough of this joke of a company.