Need some help please.

Aegis · 27-10-2008, 00:36

My Motorola SB4100 modem is playing games with me sometimes it works and othertimes it does not, i have rebooted it and checked all the cables but no joy.

It has been like this for about a month now i rang virginmedia when it first started to go wrong and i was told it was okay it must be my computer.

I rang again on thursday as i could not use it at all i spoke to a chap from tech who said it needs a new modem and he booked an engineer to come on friday between 12 and 4 to change it for me, i waited all day and no engineer came i rang on friday at about 4.30 to see if the engineer was delayed they said they would try and get hold of the engineer and ring me back they never did.

I rang again on saturday morning and was told the job was marked as completed and that i had been given a new modem, i explained no engineer came to me and that i still had my old modem, i was told that the engineers do not lie and that if it was marked as completed the job had been done.

I rang again today sunday and the chap from customer services said it was marked as completed and there was nothing else they could do, i said i was not happy with this and could i speak to his supervisor he said there were no supervisors in at the weekend i said that was crazy, he then told me if i was not happy i could always find another service providor and then hung up on me.

Where do i go from here i do not want to keep ringing up and become a nuisance but i need to get this fixed.

Any help would be much appreciated.

27-10-2008, 00:47

You will need to ring in tomorrow and if you are on a Virgin phone call Customer Services and tell them you want to lodge a complaint and want to talk to someone in Customer Concern and if not Customer Relations and tell them what has happened.

Also ask if your calls have been logged when you called in as you want to lodge a complaint against those members of staff, do not accept anything less.

Plus you want your modem fitted, as the new one will not show on your account.

Gary L · 27-10-2008, 00:51

What is going on at Virgin Media?

Turkey Machine · 27-10-2008, 01:18

Quote:

Originally Posted by Gary L

What is going on at Virgin Media?

Clearly their call centres need re-training. It's why I've asked a couple times here already whether it'd be OK to ask to be put through to a UK call centre. I haven't had an answer yet.

Aegis · 27-10-2008, 11:26

Quote:

Originally Posted by whydoIneedatech

You will need to ring in tomorrow and if you are on a Virgin phone call Customer Services and tell them you want to lodge a complaint and want to talk to someone in Customer Concern and if not Customer Relations and tell them what has happened.

Also ask if your calls have been logged when you called in as you want to lodge a complaint against those members of staff, do not accept anything less.

Plus you want your modem fitted, as the new one will not show on your account.

Ok i rang again this morning and asked to be put through to one of these departments, i had to go through the whole thing again with the girl i was talking to who in the end told me the same as before that the job was marked as completed.

She said there was no need to complain and she could help me with it and tried to get me to go through the usual reboot, ipconfig, and tracert tests, i tried to tell her i was not at my computer as it did not work as i had not had my new modem, she told me the same as the others the engineer had marked the job as completed so i must have it, how can engineers do this?.

She did offer to upgrade me to the vip package saying that it would cure all my problems, but i have 20meg now and cannot get the full use out of it, and an upgrade was not what i wanted the engineer to do his job and give me my modem.

After ten mins of trying to explain to her and her not listening i insisted on being put through to one of the above departments she reluctantly agreed, after being on hold for 50 mins i gave up.

I have since sent an e-mail to virgin relating my problem and i have had the customary automated reply saying we will look into it, going by past experience of this i do not hold out much hope.

PS My replies will be delayed as i am having to use my parents connection to post this, and mum does not like to have her bingo interrupted too much.

27-10-2008, 11:31

Quote:

Originally Posted by Aegis

Ok i rang again this morning and asked to be put through to one of these departments, i had to go through the whole thing again with the girl i was talking to who in the end told me the same as before that the job was marked as completed.

She said there was no need to complain and she could help me with it and tried to get me to go through the usual reboot, ipconfig, and tracert tests, i tried to tell her i was not at my computer as it did not work as i had not had my new modem, she told me the same as the others the engineer had marked the job as completed so i must have it, how can engineers do this?.

She did offer to upgrade me to the vip package saying that it would cure all my problems, but i have 20meg now and cannot get the full use out of it, and an upgrade was not what i wanted the engineer to do his job and give me my modem.

After ten mins of trying to explain to her and her not listening i insisted on being put through to one of the above departments she reluctantly agreed, after being on hold for 50 mins i gave up.

I have since sent an e-mail to virgin relating my problem and i have had the customary automated reply saying we will look into it, going by past experience of this i do not hold out much hope.

PS My replies will be delayed as i am having to use my parents connection to post this, and mum does not like to have her bingo interrupted too much.

Ring up Tech Support then and tell the MAC address of your modem and they will see that it is a SB4100 and ask how can it be classed as cpmplete if you do not have a new modem.

If not ring 0845 454 1111 and wait for the thinking of leaving us option and speak to them and tell them how you have been treated.

jonbr · 27-10-2008, 15:28

Quote:

Originally Posted by Turkey Machine

Clearly their call centres need re-training. It's why I've asked a couple times here already whether it'd be OK to ask to be put through to a UK call centre. I haven't had an answer yet.

You can do this. Ring CS and get through to the Indian call centre, then when they are unhelpful tell them you want to cancel your contract. They will then put you though to the cancellation department who are in the UK :-). Then just let them know you don't want to cancell but that you would like to talk to some one English in an English call centre. I did this after having problems and it worked a treat.

Turkey Machine · 27-10-2008, 18:30

Quote:

Originally Posted by jonbr

You can do this. Ring CS and get through to the Indian call centre, then when they are unhelpful tell them you want to cancel your contract. They will then put you though to the cancellation department who are in the UK :-). Then just let them know you don't want to cancell but that you would like to talk to some one English in an English call centre. I did this after having problems and it worked a treat.

Quoted for prosperity and saved locally! I'm keeping that handy for when I next have to rattle off to technical support!

Mick Fisher · 27-10-2008, 18:40

Try posting on the support newsgroup.

virginmedia.support.broadband.cable

lots report an excellent response.

Noggo · 27-10-2008, 19:07

The SB4100 isn't 20Meg compatible. When I had a SB4100 on XL the best I got was about 14Meg. You need a new modem anyway regardless of any faults with it.

Plus I would also complain about the fact that you're had XL broadband for 'x' months since the 20Meg upgrade without having a fully compatible modem to use the service.

(I could do an impression of Victor Meldrew but I won't, it involves moving a lot of stuff out of the way so I can get my flat cap out

) I can't believe that people still have the incorrect modem for XL, it been over a year since I got the 20Meg upgrade. It took me about a month before getting mine and that's only because I was getting problems. I wonder how many more people still haven't got the right modem for XL?

Mick Fisher · 28-10-2008, 00:08

Every punter with an obsolete modem means bandwidth and expense saved for VM and they probably love it.

My guess is that there are many subs who are using an obsolete or unsuitable modem for the BB Tier they are on.

They (the then Ntl) even wanted to charge me for the priviledge of upgrading there ancient Tjet so I could get the speed I was being charged for.

Gary L · 28-10-2008, 00:13

Quote:

Originally Posted by Mick Fisher

Every punter with an obsolete modem means bandwidth and expense saved for VM and they probably love it.

My guess is that there are many subs who are using an obsolete or unsuitable modem for the BB Tier they are on.

You should get The Register to suggest that to Virgin

28-10-2008, 00:18

Most CSR's see an old modem and they swap them automatically.

Gary L · 28-10-2008, 00:29

Quote:

Originally Posted by whydoIneedatech

Most CSR's see an old modem and they swap them automatically.

What checks are done when it's ordered online as an upgrade?

28-10-2008, 00:36

Quote:

Originally Posted by Gary L

What checks are done when it's ordered online as an upgrade?

We do not deal with that side only faults, and if you require a modem due to an issue with your connection we swap it.

Upgrades are either through the website ( you have got to be daft to do it that way ) or through Customer Services, we have no dealings with you upgrading till you call in to report a fault.