I see nothing has changed...

Trancemaster · 24-02-2007, 18:07

Hey all,

Not been on for a while as I've had no reason to rant about NTL! I actually thought the re-branding would make a difference but boy was I wrong.

Basically, I called NTL about a month ago to try and get my bill down a bit from the ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£60ish/month and was offered a discount on my phone package (as a goodwill gesture I guess). I was fairly happy until I received my next bill and found it was exactly the same. I was pretty busy and thought I might as well wait until Virgin Media officially launched before ringing to chase it up. Anyway, finally got around to doing it last night and was told that the discount "was still waiting to go through". Not best pleased so told them I wanted to switch to the free TV service as a way of definitely getting my bill down. The guy I spoke to offered my 10Mb half price for three months and said it would DEFINITELY go through, and would take anywhere from 30 minutes to 24 hours to happen, yet here I am more than 24 hours later still on 4Mb. I rang through to chase it up and obviously discovered that CS is now closed until Monday. Ended up with faults in India (?) who said there is no record of my being upgraded to 10Mb, but that even if there were, it takes anywhere from 24-48 hours to go through. Are Virgin ever likely to get this CS thing sorted, or should I just give up and go mad now?

Also, why is it ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£25 for new customers to get V+ installed but ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£75 for existing customers? I thought Virgin made a big thing about treating everyone the same?

Paul K · 24-02-2007, 18:09

Think the price depends on your keeping the STB as well as taking a V+ box. As to the ongoing issues with CS it will take more than a few weeks for that mess to be dealt with properly.

Virgin Mary · 24-02-2007, 18:21

Quote:

Originally Posted by Paul

Think the price depends on your keeping the STB as well as taking a V+ box. As to the ongoing issues with CS it will take more than a few weeks for that mess to be dealt with properly.

Few weeks? But it's over year that the deal was struck with Branson.

savvychels · 24-02-2007, 18:35

What happened in my case when upgraded from 4mg to 10 mg was that they had changed it on billing and on their system, but hadn't forwarded the info to the department who sends the signal to change it. Kept ping-ponging between CS and faults (who were all trying to be helpful), but it's definitely a CS issue and the info needs to be passed on. (or at least that was what was happening in my case).

Hope this helps.

Paul K · 24-02-2007, 18:40

Quote:

Originally Posted by Virgin Mary

Few weeks? But it's over year that the deal was struck with Branson.

Really? I take it you have proof of this since no deal between the two was signed until very recently. Until a deal is signed Virgin have no control at all over anything that NTL do or do not improve.
Just as a point,
http://www.cableforum.co.uk/article/...d-huff-backing
Up till August no deal had been signed and completed.

Toto · 24-02-2007, 18:40

Quote:

Originally Posted by Virgin Mary

Few weeks? But it's over year that the deal was struck with Branson.

And you think the CS problems can be sorted well within that time?

They are still on mutiple billing and provisioning systems, that won't get fixed until late this year, Oct / Nov time, give them a chance!

Trancemaster · 24-02-2007, 19:54

Quote:

Originally Posted by Toto

And you think the CS problems can be sorted well within that time?

They are still on mutiple billing and provisioning systems, that won't get fixed until late this year, Oct / Nov time, give them a chance!

Why should we? They should have had all that sorted before re-launching the brand. Launching a "new" company with new promises etc while still being the old company behind the scenes seems like a terrible business decision to me. Before the new company even gets off the ground the image is ruined. If this is sign of things to come then I really hold out no hope of Virgin being any better than NTL.

Trancemaster · 26-02-2007, 14:20

BUMP!

Called Virgin today to chase this up and guess what? No record of my call on Friday, none of my services changed, no notes on the account about offering me 10Mb half price. Woo. and Yay. Glad to see nothing whatsoever has changed since Virgin took over.

Guy also tried to tell me that the speed test on NTHell.com is the best one and only one recognized by Virgin Media?!!

Trancemaster · 26-02-2007, 16:53

Gah! The incompetence is never ending! Just been onto Tech support, been through all the numpty questions. Had the fault blamed first on my router, then on my computers NIC, then finally told that the upgrade to 10Mb hasn't even gone through so I would have to go back to CS to explain why, then cut me off. I'm seriously considering sacking it all and going over to Sky, as much as I hate to say it!