An Open Letter To Virgin Media

[fitssssy]

HAPPY NEW YEAR

Hi i just wanted to let you know how bitterly disapointed i am with your company. After 7 years with your company i am now at my wits end,
Since the 28th of October 2007 i have had little or no internet service or TV On Demand service.I have always enjoyed being with Telewest/Virgin or whatever your calling your self this week and thought of your services as part of our family.(Sad i know but true).This all changed on Since the 28th of October 2007.

Since the 28th of October 2007 I have lost count of the amount of times i have rung to try and get help.I,ve be told is a "Regional issue", it,s a "National issue" and several other excuses and promises of "it will be fixed in the morning".MY FAVOURITE WAS "your modems knackered i,ll arrange to post you a new one" (IT NEVER ARRIVED) have been made.My fingers ache from re-starting my modem.

I have tried being polite and i have tried being forceful on the phone everytime i have phoned since the 28th of October 2007 .
Your staff don,t care one man called me a "liar" and said it was working, another was more interested in what the weather was like in the UK today ??????

Finally on the 20 of December i completly lost my internet service and the TV On demand service too, i had been waiting for this to happen since the 28th of October 2007 .One of you enginners arrived on Sunday the 23rd of December and spent three hours cutting cables and generally making it clear she did not have a clue what she was doing in three hours she spent more than two of them on the phone to other engineers asking them how to fix it, After three hours she admited she did not know what the problem was and told me that she did not want to spend anymore time on it as three hours was a long time.When i pointed out EIGHT WEEKS (Since the 28th of October 2007 ) with no real service was a really long time she just laughed it off, and said she would report it as an Emerency.Great i thought then they will be back in the morning HOW STUPID AM I?

I am now told that your people are coming this Saturday the 5th of January (TEN WEEKS SINCE THE 28th of October 2007 to try to fix it again i won,t hold my breath.

I feel that this low level of customer service is not on and it,s with regret that i will be looking for a new service provider for all my TV, Phone and Broadband services in the next week or so.

It,s a shame as i have always reccomended your services to friends and family as the best.If these problems had not happened i would have took up your xmas offer of the half price V plus box instead after 65 days of no service and no help i am thinking of leaving.

I feel very let down i have asked for compensation for the down time i have had and just keep getting told that i can,t get compensated until it,s fixed as i no longer think it will ever get fixed then i am well out of pocket.

I am seriously thinking of contacting Watchdog and Ofcom to see if it,s just me that has been treated so badly since the 28th of October 2007 .A recent visit to the Digital Spy website makes me think that it,s not just me but a lot of people that are not getting the service they are paying for.
Right i have to go next door don,t like me connecting my laptop to their wireless router very much especaily since i have be doing so since the 28th of October 2007.

Thanks for reading
yours

Let Down Loyal Customer

Try PM'ing one of the Mods here - CF has contacts at various levels.

[Toto]

Hi, might be worth posting your letter in the VM newsgroup as well, virginmedia.feedback, employees monitor that site.

[fitssssy]

Originally Posted by Toto

Hi, might be worth posting your letter in the VM newsgroup as well, virginmedia.feedback, employees monitor that site.

Hi thanks for the replies i have email Virgin several times Since October the 28th 2007with no reply from them.

None of the mods (ttbomk) work for VM, they just have contacts that often get things fixed - it may be worth your while PMing one of them.

[fitssssy]

Originally Posted by foreverwar

None of the mods (ttbomk) work for VM, they just have contacts that often get things fixed - it may be worth your while PMing one of them.

Thank you i will try that

[brundles]

Originally Posted by fitssssy

Hi thanks for the replies i have email Virgin several times Since October the 28th 2007with no reply from them.

E-mailing VM through their website gets either no response or a patronising, out of the can, not read your e-mail response.

If you post it on the newsgroups (use the virginmedia.support.broadband.cable and virginmedia.support.tv groups on the VM server - for ex-TW areas it's news.blueyonder.co.uk) you will get responses from VM tech support directly - usually fairly quickly and much more up to speed than the "How's the weather" group on the premium rate phone number.

I found these guys to be much much more helpful than the majority of people (not necessarily all though) on the phones.

[myblueocean]

In the end if possible, anyone with these messy problems should just leave.

[fitssssy]

Originally Posted by myblueocean

In the end if possible, anyone with these messy problems should just leave.

Yes to a point i agree but i really was always very very happy with the services they have provided me with over the last seven years.

The bundle i,m on suits both my needs and my pocket and i love the TV On Demand service as i work mad hours it,s good to be able to come home and catch up on a tv programme with out having to remember to record it.

I would be genuinly gutted to have to drop Virgin but i can,t go on with no service i need the internet for work emails.

---------- Post added at 16:49 ---------- Previous post was at 16:46 ----------

Originally Posted by brundles

E-mailing VM through their website gets either no response or a patronising, out of the can, not read your e-mail response.

If you post it on the newsgroups (use the virginmedia.support.broadband.cable and virginmedia.support.tv groups on the VM server - for ex-TW areas it's news.blueyonder.co.uk) you will get responses from VM tech support directly - usually fairly quickly and much more up to speed than the "How's the weather" group on the premium rate phone number.

I found these guys to be much much more helpful than the majority of people (not necessarily all though) on the phones.

Thanks for the reply i am currently working out how to get newsgroups in my Outlook Express.I,ll be sure to let you all know if there are any devolopments

[brundles]

Thanks for the reply i am currently working out how to get newsgroups in my Outlook Express.I,ll be sure to let you all know if there are any devolopments

This link should help you out there.

[SMG]

You know, the service we get is pretty good for the money, the problems arise of course, when things go wrong. Anyone who has tried to get help from the "robotic responses" of the Indian call ctr will know. VM`s problems lie with its customer services department. If they had a team who can be understood clearly, based in the UK, who had access to the various departments instantly, then most of the problems could be rectified immediately.

[Sirius]

Originally Posted by SMG

You know, the service we get is pretty good for the money, the problems arise of course, when things go wrong. Anyone who has tried to get help from the "robotic responses" of the Indian call ctr will know. VM`s problems lie with its customer services department. If they had a team who can be understood clearly, based in the UK, who had access to the various departments instantly, then most of the problems could be rectified immediately.

Hey

When has good customer service come before profits ? When they can get a untrained phone person to do it for 5 shekels in India

[AndyCambs]

Originally Posted by Sirius

Hey

When has good customer service come before profits ? When they can get a untrained phone person to do it for 5 shekels in India

In India, it would be five rupees actually.........

[fitssssy]

Originally Posted by SMG

You know, the service we get is pretty good for the money, the problems arise of course, when things go wrong. Anyone who has tried to get help from the "robotic responses" of the Indian call ctr will know. VM`s problems lie with its customer services department. If they had a team who can be understood clearly, based in the UK, who had access to the various departments instantly, then most of the problems could be rectified immediately.

I,ve found the overseas bod,s were more interested in trying to solve my problems than the Uk bod,s one chap was V rude and another scotish fellow well i could not understand a word that he said apart from "have you tried re-starting off your modem" at least i think thats what he said.

Quick update: Yesterday i sent a copy of my letter to someone called Mr Birkett (whoever he is).I awake this morning to hijack next doors router and find an Email form Mr Birkett apologising for my service issue,s and promising someone from his office will contact me!!



How exciting i just hope they don,t do it by F***ing email !!!

[Sirius]

Originally Posted by fitssssy

I,ve found the overseas bod,s were more interested in trying to solve my problems than the Uk bod,s one chap was V rude and another scotish fellow well i could not understand a word that he said apart from "have you tried re-starting off your modem" at least i think thats what he said.

Quick update: Yesterday i sent a copy of my letter to someone called Mr Birkett (whoever he is).I awake this morning to hijack next doors router and find an Email form Mr Birkett apologising for my service issue,s and promising someone from his office will contact me!!



How exciting i just hope they don,t do it by F***ing email !!!

Mr Birkett

Is one of the top men you should be telling all about this. If he gets involved someone will be told to FIX it.