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Qtx · 02-11-2012, 18:30

Spoke to customer service to get disconnected and they put me through to a network engineer type guy. The engineer guy did try every trick in the book, although sounding very sincere. He said Orange should be the best signal and I should get a 95% strength from it. Told him the info I posted above and he asked what phone I had, which he then went on to say he had one of these too and had to switch it for the same reasons as I was giving.

Luckily for the last month or so I had been testing all this on friends VM connected phones when they visited here. Was the same on an S3, HTC one X etc. So I had only made this thread today and called them after confirming it one last time yesterday, just to confirm my own hardware was not at fault or if you got more bars on newer phones. So let the guy know this and he then said it could be the structure of my house. Again luckily I had been testing this problem on my phone and the others in the garden too, not even 1 bar more outside.

After all this and doing some more checks he then told me I was actually on the farthest rim of the towers (which contradicts the 95% orange signal he said at the start) and although he couldn't see why it should be bad, he heard me cut out multiple times when talking to him. He also told me there is a tower down nearby today with engineers on site but this didn't explain why it has been like this for 6 months.

Even through all of this, he was a nice pleasant guy to talk too as were all the other people in the mobile departments I spoke too. Top marks to all of them!

Got through to retentions who allowed me out of the contract without even having to pay this months bill as they could see on there system there is a fault in my area. Didn't ask if it was just the engineers comment or a fault that was already there as I had been on the phone for over 30 minutes already xD

10 Minutes later I got my cancellation/tariff cancelled sms(disabled data on my phone straight away lol) and also my PAC code.

Again, have to give Virgin Mobile top marks for how I was spoken too and how it was dealt with by all departments, even retentions. Are these different people from the Virgin Media support/retentions lot?

02-11-2012, 18:30	#6
Qtx CF's Worst Nightmare Join Date: May 2012 Location: Probably outside the M25 Services: Sky Fibre Unlimited 40/10 Posts: 3,473	Re: Few VM mobile questions Spoke to customer service to get disconnected and they put me through to a network engineer type guy. The engineer guy did try every trick in the book, although sounding very sincere. He said Orange should be the best signal and I should get a 95% strength from it. Told him the info I posted above and he asked what phone I had, which he then went on to say he had one of these too and had to switch it for the same reasons as I was giving. Luckily for the last month or so I had been testing all this on friends VM connected phones when they visited here. Was the same on an S3, HTC one X etc. So I had only made this thread today and called them after confirming it one last time yesterday, just to confirm my own hardware was not at fault or if you got more bars on newer phones. So let the guy know this and he then said it could be the structure of my house. Again luckily I had been testing this problem on my phone and the others in the garden too, not even 1 bar more outside. After all this and doing some more checks he then told me I was actually on the farthest rim of the towers (which contradicts the 95% orange signal he said at the start) and although he couldn't see why it should be bad, he heard me cut out multiple times when talking to him. He also told me there is a tower down nearby today with engineers on site but this didn't explain why it has been like this for 6 months. Even through all of this, he was a nice pleasant guy to talk too as were all the other people in the mobile departments I spoke too. Top marks to all of them! Got through to retentions who allowed me out of the contract without even having to pay this months bill as they could see on there system there is a fault in my area. Didn't ask if it was just the engineers comment or a fault that was already there as I had been on the phone for over 30 minutes already xD 10 Minutes later I got my cancellation/tariff cancelled sms(disabled data on my phone straight away lol) and also my PAC code. Again, have to give Virgin Mobile top marks for how I was spoken too and how it was dealt with by all departments, even retentions. Are these different people from the Virgin Media support/retentions lot?