V+ install today - no CM account setup!!!

[ee61re]

I had my V+ install today.

It replaced my Samsung STB and 4Mb broadband, so the installer setup a standalone cable modem.

V+ is all fine, and the CM has sync, and I can get to the autoreg site.

However, I havn't received any broadband letter in the post, only the TV stuff. I didn't realise this was a problem until now, seeing as I'm an existing customer.

So I am missing a serial number and PIN, needed to register the CM.

So I call CS, who apologise, and tell me that sales should have informed me that the new CM would be billed seperately.

The helpful CS lady took my bank details in order to create the CM account, but the system was being slow to generate a PIN, so she said she would call me back.

She called back a bit later to say it was still pending, and she would call again when it was done.

Sadly, CS is now closed, and she didn't call back, which means I am without broadband until Monday morning at the earliest.

Not happy!

So, I call 151, and speak to an Indian, who tells me that the account is not setup properly, and to call Sales on Monday.

Great.


Then, a brainwave. I have kept the old STB.

Plug that in instead of the CM, and bingo, broadband the old way, until CS open again on Monday.

Still not happy though. This should have been a simple operation, which, from the installers point of view, it was.

Yet again, the backend systems and processes have let VM down.

I will await my next bill with interest.

[savvychels]

Sounds like they haven't switched it over at CS end of it. They need to cancel the STB broadband and turn on the SACM one.

[ee61re]

Sort of. When the CS agent booked my install a few weeks ago, she added the V+ box and a new CM, but evidently wasn't aware that a new account had to be created for the CM, including billing details.

So until I can be at home during CS hours, which won't be until Tuesday evening, I'm running with the old STB modem.