Cheers for the reply Hugh.
Quote:
Originally Posted by Hugh
Actually, you should get credit for the days you have lost service.
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My question really is can I end the contract ?
I am not after credits per se, I don't want a service that might work or might not, I don't want to be wondering around Kings Cross in London at 11:45pm at night looking for an internet café to send work to my clients - even if Virgin are so kind as to give me credits, it's not a viable way for me to work.
Quote:
Originally Posted by Hugh
Why are you paying for a premium rate number - why not dial 151 for faults?
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When I took my contract on it included TV, internet and landline.
Engineer pops along, has the cable internet installed fairly quickly (there was a pre-existing one there from the previous tenant if I remember right), the TV he gets going pretty easily as well . . . but when he starts to do the phone line, he mentions some problem he needs to sort out (something about a BT line and/or junction box) . . he tells me he is just popping out and will be back in a while . . . leaves a big 'roll' of what looks like telephone wire and a few other bits . . . he never comes back.
I call Virgin . . . (**all the usual complaints you've probably heard a million times before apply here, in a queue for what feels like days, technical support are not too interested . . passed around a few times . . need to repeat the issue with each new helpline staff member . . . etc etc . . ) . . . they are going call me back.
They don't call me back.
I call again . . . more of the same (see above**) . . . they are going call me back.
They don't call me back.
Etc etc, ad nauseum.
Result = 11 months later I have no phone line (but a large roll of telephone wire), Virgin are, of course, only to happy to continue billing me for the non-existant phone line they didn't install.
So, no 151 for me.
---------- Post added at 20:53 ---------- Previous post was at 20:18 ----------
Hi m419
Cheers for your input . . .
Quote:
Originally Posted by m419
I'm in North London, never really have any major problems apart from a phone fault which is being dealt with and i'm getting a credit on my bill for loss of service, been with Virgin/Telewest/Cable London since 1997.
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Service has been ok, not great but ok, I have had this fault a few times before (by the way it's at some junction box - or whatever they are called - somewhere in London, not in my flat) I lose connection for a few hours, normally it's all working by the evening or the next morning, but recently it's every day - and now all day long.
Quote:
Originally Posted by m419
Firstly, when calling the 0845 number from a mobile, they are meant to call you back on that number.
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Well then that perhaps partly my own fault as after being on the line for 41 minutes (18 minute wait for technical support . . . then after establishing the fault technical support kindly said they would pass me "straight through" to 'billing' . . . . which resulted in another 23 minute wait . . ) I basically panicked when the guy offered to phone me back, I literally begged him not to do so as when anyone from Virgin has said they will call back in the past they never do, I know it's a bit cynical of me, but I'd already ratcheted up 41 minutes on a premium rate line, I thought I might as well stick it out for a few more minutes instead of risking being cut off yet again.
Quote:
Originally Posted by m419
After the fault has been resolved, you should get a credit on your bill for the loss of service, however this will only start from the date you reported the problem, so if you waited a few days thinking it will come back on its own and then contacted them, you won't receive a credit for them 2 days.
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Jesus these people are crooks, reporting the problem costs an arm and a leg, not reporting the problem means you have no service and no recourse to refund.
My question is: do you think I have grounds to simply end my contract as it is not providing what I need, what I signed up for ?