Cable Forum - View Single Post - Virgin V+ Box: Scientific Atlanta on New Install

chrispking · 29-11-2010, 14:07

Hi all

Thanks very much for your feedback.

By looking at your posts it seems I may as well stick with the SA box. Just annoying being told it's new. I haven't got off to the best start with VM so that's why I was I was a bit irritated by the engineers misinformation/lie.

By the sound of it the SA box seems to be a better performer & I may as well swap the boxes at a later date for the TIVO box.

Extras on installation: Another warning to new VM customers waiting for an install.

Two days before the install I requested to have TV, BB & Phone in one room, & to run an extra extension for the phone line in another room. I was categorically told this would be free. One day before the install called through again to confirm the order.

I think you know where this is going!

When the engineer turned up, we went over the job & he said he was only doing a standard install. After speaking to 4 customer service centres at Virgin Media I was given the "we don't have a record of this, you will have to pay our standard charges" to get the additional room installed at a later date £99 (engineer call out) + £25 (extra phone extension line)!!!

The regional engineer team leader (who I spoke to twice) was the most helpful. In the end it was resolved, however, only after I threatened to cancel & repeated numerous times when I had ordered the extras etc etc.

Installation Extras:

If you want to order any extras, I recommend that you.

1) Call in advance as early as possible (biggest excuse I got was that because I only ordered the extras two days before it had not reached the engineers...of course...not my problem was the reply)

2) Get the name of the call centre agent & the office they are based at.

3) Double check by calling them to confirm again (although this did not work for me)...but again request the name of the agent & the office.

Latest speed test 50Mb product:

32Mb (down), 1.6Mb (up) Yet to get above this for down.

Thanks for your help.

29-11-2010, 14:07	#23
chrispking Inactive Join Date: Nov 2010 Posts: 4	Re: Virgin V+ Box: Scientific Atlanta on New Install Hi all Thanks very much for your feedback. By looking at your posts it seems I may as well stick with the SA box. Just annoying being told it's new. I haven't got off to the best start with VM so that's why I was I was a bit irritated by the engineers misinformation/lie. By the sound of it the SA box seems to be a better performer & I may as well swap the boxes at a later date for the TIVO box. Extras on installation: Another warning to new VM customers waiting for an install. Two days before the install I requested to have TV, BB & Phone in one room, & to run an extra extension for the phone line in another room. I was categorically told this would be free. One day before the install called through again to confirm the order. I think you know where this is going! When the engineer turned up, we went over the job & he said he was only doing a standard install. After speaking to 4 customer service centres at Virgin Media I was given the "we don't have a record of this, you will have to pay our standard charges" to get the additional room installed at a later date £99 (engineer call out) + £25 (extra phone extension line)!!! The regional engineer team leader (who I spoke to twice) was the most helpful. In the end it was resolved, however, only after I threatened to cancel & repeated numerous times when I had ordered the extras etc etc. Installation Extras: If you want to order any extras, I recommend that you. 1) Call in advance as early as possible (biggest excuse I got was that because I only ordered the extras two days before it had not reached the engineers...of course...not my problem was the reply) 2) Get the name of the call centre agent & the office they are based at. 3) Double check by calling them to confirm again (although this did not work for me)...but again request the name of the agent & the office. Latest speed test 50Mb product: 32Mb (down), 1.6Mb (up) Yet to get above this for down. Thanks for your help.