Virgin ADSL no connection

skypumpkin · 21-10-2008, 11:07

So i have not had a connection for over a week and a half now!
Bascially they told me it is there fault, dues to a server upgrade and they could not explain anymore.
I asked to cancel with no charge they said no!
They said that i can cancel after 30 dyas if they do not re- connect me.
Can anyone explain what they mean my a server/exchange upgrade.
Surely if they have upgraded my service should be better not completely cut off

**Chris** · 21-10-2008, 11:11

10 days without service is a bit premature to be demanding cancellation of a contract to be fair ... although you should certainly be demanding a reduction on your next bill for the days you had no service. Keep a precise note of when the service went off, when it comes back on, and the dates, times and names whenever you call VM. Give them all this information as soon as possible after your service is back.

As for the problem itself, it could be any number of things. A server upgrade and an exchange upgrade sound like two different things to me - exactly what did the CSR tell you?

skypumpkin · 21-10-2008, 11:21

they originally told me i could cancel after 7 days, then they changed their mind.
the guy i spoke to told me they had done an exchange server upgrade.
I was just annoyed because they left us without a connection for a month when we first got it.
i have made a note of all the people i have spoke to and got their call centre numbers.
I suppose we want to know what is happening and cancel as we like to game alot and i am getting withdrawal symptoms lol
But overall we are not happy with the service at all we have been lied to everyday we called then they told me yesterday it was there fault due to the exchange server upgrade

CrowmanUK · 21-10-2008, 22:13

If you're not happy make a complaint to these people

http://www.ispa.org.uk/

Somebody will get in touch within a few days to try to sort out the problem, this will usually mean Virgin Customer Care getting in touch with you, theyre the people who can sort out any problems you may have, rather than getting the run around from all the customer care/tech folk.

skypumpkin · 22-10-2008, 15:12

Thanks for your reply crowman i did this this morning at 9 am and had a call from virgin media at 10am, was jsut a courtesy call and the lady was so helpful i have been this will passed on and i will receive a call back with an offer of what they can do for me
Thank you for your help

CrowmanUK · 22-10-2008, 17:40

No problem mate, actually getting through to somebody who can and will listen and help you was a real pain for me when I was with VM, after getting in touch this way the customer service got a lot better.

Haruchai · 22-10-2008, 20:37

Quote:

Originally Posted by CrowmanUK

No problem mate, actually getting through to somebody who can and will listen and help you was a real pain for me when I was with VM, after getting in touch this way the customer service got a lot better.

Excellent, thanks from me too.

Your link should be made a 'Sticky' if its not already.

skypumpkin · 23-10-2008, 09:37

i just want to say thankyou again,
filled in the online complaint form yesterday got a call back within an hour and now it seems as of this morning we have our internet connection back!
Touch wood it stays on but the site you linked me seems to have worked wonders!!
THANK YOU

skypumpkin · 23-10-2008, 15:54

just an update they have restored my connection and given me 4 months free so thanks for your help again