So yet again, on the few occasions that I need to call on Virgin Media Support, again they have let themselves down and really proved incapable.
So the story...
Yesterday I noticed the max speed I was getting on my 50meg connection was 20Meg. Didn't think much of it until today when I was getting the same. Call technical support and wait around 20 minutes. Getting bored I checked my router config and indeed I have a 20Meg config (20480000 bps). Hang up tech support and call Customer Support. I mean, easy to resolve now?
After waiting 10 minutes (everyone busy tonight I guess) I get what I believe to be a trainee - could hear him being told to ask for my name/address/password etc... No problem with that until suddenly I dropped to hold music with no explanation of what was going on! Then I end up on the Technical Support line again! No way I'm waiting 20 minutes with no answer again so I call Customer Support again.
This time I get answered quickly but this time by someone on the other side of the world. He tells me it was requested to be downgraded online a couple weeks ago - now I know for a fact that's not true. So I say, no biggy lets just upgrade me again and we'll be done with it. Easy? No. For him to upgrade me, he NEEDS to send an engineer. Huh? Been on 50meg for the past 3 months since I had it installed and it was working niiiiice. Only people who can upgrade me without an engineer is Customer Relations(??) but they are closed. I could try technical support he says....
Anyway, I explain that I've been holding on off 35 minutes now and don't want another 20 minute hold. "It's ok", he says, I'll make it quick. Phew I say and tell him how grateful I was as it's crazy having to hold for so long just to get what must be a simple action resolved.
Long story short, 22 minutes in, still on hold for tech support - that's another 22 minutes. He blatantly lied - surprise surprise!
Virgin. I generally call you probably 2/3 times a year and EVERYTIME you really don't cover yourself in glory. Surely I'm not that unlucky? Is it like this everytime?
If I upgrade back to 50meg online, will it be instant? Or within an hour or so?
Rant over. Thanks for reading! lol
---------- Post added at 20:52 ---------- Previous post was at 20:43 ----------
32 minutes on hold for tech support now. Why so busy tonight???
---------- Post added at 21:05 ---------- Previous post was at 20:52 ----------
43 minutes I spoke to someone!
He needs to speak to Customer Services....
Circles, going round in?