An Open Letter To Virgin Media

[lostandconfused]

I get what you mean, it is really frustrating, i think people were just pointing out, that you could be shooting yourself in the foot.

Fortunatly you have the chief exec's office on your case so it should be sorted ASAP

[fitssssy]

Originally Posted by lostandconfused

I get what you mean, it is really frustrating, i think people were just pointing out, that you could be shooting yourself in the foot.

Fortunatly you have the chief exec's office on your case so it should be sorted ASAP

I understand what you saying but the chap clearly had no idea what the job was.How can they come out to a jobwithout knowing what kit (modem,s ect)to bring ?
I don,t think it,s going to get fixed as no-one seems to know what the problem is.I can,t see i have any other choice but to get someone else in.Sad day all i wanted for xmas was the v+ offer.

[susie r]

[QUOTE=fitssssy;34464938].

I am trying very hard to be reasonable about this but it has been 11 weeks now and it really is getting me down.


I do sympathise with you on this one, Ive had an issue with VM thats been going on for 4 weeks now, after numerous calls and promises of "things will be sorted out" it really is hard to stay calm..................today was the icing on the cake..........got home to find that not only had our TV package been downgraded, but our broadband gone completely, all we wanted was to upgrade to a larger TV package!!! Its a very long story and to be honest Im totally exhausted with the stress of all the calls and empty promises.......Im astonished that this level of service can be allowed . Finally got a really helpful chap in swansea to get me back online, but only after 2 other techs said it wasnt possible for at least 72 hours, I went ballistic, asked to speak to someone in the uk and hey presto, he did it in 5 mins !! Now just gotta wait and see if the TV materialises.I wont hold my breath

[r00t]

Originally Posted by fitssssy

I understand what you saying but the chap clearly had no idea what the job was.How can they come out to a jobwithout knowing what kit (modem,s ect)to bring ?
I don,t think it,s going to get fixed as no-one seems to know what the problem is.I can,t see i have any other choice but to get someone else in.Sad day all i wanted for xmas was the v+ offer.

Sadly, the work order would have been completed incorrectly.
The result was a one man was sent to do a two man job, unfortunately the tech who came to do the job couldn't continue and had to leave.

I hope you stick with it, I look forward to seeing you post here when your all up and runnning.

[fitssssy]

Originally Posted by r00t

Sadly, the work order would have been completed incorrectly.
The result was a one man was sent to do a two man job, unfortunately the tech who came to do the job couldn't continue and had to leave.

I hope you stick with it, I look forward to seeing you post here when your all up and runnning.

No i think yesterday was the final straw.Someone phoned me from Mr Berkett,s office at 12.32pm yesterday and promised me the re-pull would get done yesterday,No-one arrived.

I did get a call at 6pm from a local Manager saying he had tried to get the job sorted but they were understaffed,he knew nothing about the call from Mr Berkett,s office and promised to pass it on to his boss on Tuesday.

I sick of all the miscommunication and have contacted Bt to come and change the phone line.I would have rather stayed with Virgin but i,ve had enough now it,s 11 weeks today since my problems started and i can,t see a light at the end of the tunnel.

I don,t blame the tech fellows it,s all down to the Customer service or lack of it in my case.It seems to me the tech guys are suffering from being forced in to more work for less pay.I might be wrong but would it not make more sense to have all tech guys working in house so the comms are improved and less money is wasted?

---------- Post added at 08:33 ---------- Previous post was at 08:29 ----------

[QUOTE=susie r;34464984]

Originally Posted by fitssssy

.

I am trying very hard to be reasonable about this but it has been 11 weeks now and it really is getting me down.


I do sympathise with you on this one, Ive had an issue with VM thats been going on for 4 weeks now, after numerous calls and promises of "things will be sorted out" it really is hard to stay calm..................today was the icing on the cake..........got home to find that not only had our TV package been downgraded, but our broadband gone completely, all we wanted was to upgrade to a larger TV package!!! Its a very long story and to be honest Im totally exhausted with the stress of all the calls and empty promises.......Im astonished that this level of service can be allowed . Finally got a really helpful chap in swansea to get me back online, but only after 2 other techs said it wasnt possible for at least 72 hours, I went ballistic, asked to speak to someone in the uk and hey presto, he did it in 5 mins !! Now just gotta wait and see if the TV materialises.I wont hold my breath

This is the main part of my problem everytime you phone is a different person telling you something completly different from the last person.It just leaves you going around in circles very frustrating.I do hope you get sorted soon and hope you don,t end up in the eleven week club with me.

[eth01]

*sigh*. It's i'm not "i,m"

[Mr Angry]

Originally Posted by eth01

*sigh*. It's i'm not "i,m"

*Double sigh*. Actually it's "I'm" not "i'm".

[fitssssy]

Last update (i hope).

After one last email to Mr Berkett yesterday a lady called Julie Agnew phoned me and promised it would be fixed today "No matter what it takes".

9am this morning three men,two vans and alot of cable appeared on our street.

Result i now have full service restored and have been offed compensation to make up for the down time and i am a happy bunny.Big thanks to the engineers today and to Senior Engineer Peter a top top chap who went the extra mile to sort this for us today and last Thursday, a really dedicated bloke who clearly loves his job good to see.

[susie r]

So pleased you are finally sorted out

[lsproc]

Originally Posted by fitssssy

Last update (i hope).

After one last email to Mr Berkett yesterday a lady called Julie Agnew phoned me and promised it would be fixed today "No matter what it takes".

9am this morning three men,two vans and alot of cable appeared on our street.

Result i now have full service restored and have been offed compensation to make up for the down time and i am a happy bunny.Big thanks to the engineers today and to Senior Engineer Peter a top top chap who went the extra mile to sort this for us today and last Thursday, a really dedicated bloke who clearly loves his job good to see.

Good to see its working

Hope it doesnt break for you

[piggy]

Originally Posted by Mr Angry

*Double sigh*. Actually it's "I'm" not "i'm".

[on in an hour!]

Originally Posted by fitssssy

Last update (i hope).

After one last email to Mr Berkett yesterday a lady called Julie Agnew phoned me and promised it would be fixed today "No matter what it takes".

9am this morning three men,two vans and alot of cable appeared on our street.

Result i now have full service restored and have been offed compensation to make up for the down time and i am a happy bunny.Big thanks to the engineers today and to Senior Engineer Peter a top top chap who went the extra mile to sort this for us today and last Thursday, a really dedicated bloke who clearly loves his job good to see.

woooohhhhwww..you certainly made in-roads there fitssssy,julie agnew is the head honcho at director level,i believe,just a shame she didnt kick-ass earlier i just wonder if youd have got there without your nightmare being bared on the WWW.

[ianm2k4]

Originally Posted by r00t

Yes we do, those of us who work for VM and offer our help here don't like to see or hear of our colleagues being abused in anyway.

You should be ashamed to work for a company who treat their customers the way that is frequently reported in these forums. I didnt see you supply any help to this problem other than to take offence at a comment about your company.

The treatment that "fitssssy" has received is wholly unacceptable from a company that has a branding such as Virgin. Its ridiculous that he has had to have people at such a high level of authority to fix this. Clearly this isnt going to happen for the many. Whereas the final solution was a success for "fitssssy" I dont see VM changing CS to people who have any idea about what the problem is (regardless of the problem). But maybe if we all approach problems not by going via these high level people maybe VM will get the message.

We could start by asking for what we are paying for.

[Arthurgray50@blu]

Hi forum members, l in all honesty, think that all staff at VM from directors down to the staff, who call themself CS, must be laughing their socks off, that members on this forum, are fighting each other over the problems on VM, we all know that the service from CS, is pathetic, l have had my fair share of bad PR service, where the staff, don't know their A from B, tell you one thing, and do something else, even there engineers don't know what is happening with VM, l was told by one guy, l spoke to is that they are NOT allowed to discuss matters with customers, as it is more than there job is worth, the only thing that l would suggest, is keep writing to the Directors, telling them that they want improvements on CS, have service centres in the UK, and not have them transfered to India, where they don't know what they are talking about, l was transfered there once and told my service, would be off for a week, and that l would have to book for an engineer the following morning, try not to argue with each other, as it won't get you anywhere

[Toto]

Originally Posted by ianm2k4

I didnt see you supply any help to this problem other than to take offence at a comment about your company.

Actually, if you read a few posts up and actually took in what r00t said to the O/P you may have noticed that he:

A) Offered an explanation as to why an engineer possibly turned up not equipped for the job.

B) Also offered his best wishes to the poster and hoped it would be sorted.

It may not be "help" in your eyes, but that looked like a genuine offer of good will, don't you agree?

Given that some VM employees offer to help on here, often in their own time, perhaps it is you who should be ashamed of tarring a few good CS folk with the same bad customer service brush?

I have had mixed responses and attitudes from some VM CS people, but not everyone is bad, and I applaud anyone willing to help, and can fully understand why they would want to defend themselves and their co-workers when they are abused by frustrated customers.