Internet dead as a dodo

Yep, even us admins are not immune to failed VM internet.

My CM decided to give up at 1:50pm on Wednesday afternoon. I contacted VM support when I got home from work (after trying the usual, power cycle, reboot, etc).

The CS rep attempted to start the modem remotely, with little sucess, and after consulting his "next tier" decided i needed an engineer visit.

So far I was ok with things, they tried, they failed, so a visit was needed, faie enough. However, it then transpired that no visit was possible until next week (Monday).

Five days - not Happy. Im currently running off an O2 mobile dongle.

As a result of this I have arranged to switch my phoneline away from VM back to BT - why ? So that I can then add the Free Sky Internet package to my sky account, providing me a backup in case of any future failures. This can (unfortunately for VM) only be provided via a BT line.

[Mayhem]

You're lucky! I was offered one in 10 days time, pathetic service.

Now they've called me back and cancelled the engineer as they say it's a fault in my area, only they didn't give me a ticket number and when I check the service status online (using my neighbours wireless BT connection) there are no faults listed for my area!

The Virgin (rep) also said it would be fixed by 2 or 3pm this afternoon, it's now twenty past eleven PM and it's still not working.

I'm not the only one with this issue in my area, Welwyn Garden City, AL7

So what's going on?

I'm seriously considering cancelleing EVERYTHING with Virginmedia and switching to Sky, not because of the products. I've been happy with Virginmedia (and NTL) for years but when it goes wrong and you have to make the dreaded call to what they laughingly call customer services it just makes you want to kill someone.

The first thing they always try to do is blame you or your equipment, it's never Virginmedia's fault until you prove it to them and even then they're reluctant to do anything about it. One time recently I called and when I eventually got through (after several cut offs) the guy told me they couldn't do anything because I use a router and that must be the problem, never mind that I have 2 pc's and I'd tried both of the with a direct connection to the modem, he just wouldn't accept that the issue was at their end. Low and behold after he booked an engineer but the problem suddenly disappeared a couple of hours later without me doing anything! Hmmmmm must have been my router all along eh? /facepalm

Originally Posted by Mayhem

You're lucky!

Erm .... Nope, I dont think thats what Id call it.

Originally Posted by Mayhem

The first thing they always try to do is blame you or your equipment, it's never Virginmedia's fault until you prove it to them and even then they're reluctant to do anything about it.

Not true at all. At no point did the rep attempt to blame my equipment. He clearly stated it was a VM problem as soon as he did whatever he did to my CM remotely, even before it became clear that his attempts were failing and an engineer visit would be necessary.

[Mayhem]

Originally Posted by Paul M

Not true at all. At no point did the rep attempt to blame my equipment. He clearly stated it was a VM problem as soon as he did whatever he did to my CM remotely, even before it became clear that his attempts were failing and an engineer visit would be necessary.

Unfortunately that's not been my experience the last 3 times I've called them. Everytime some guy in India has initially told me there is no fault with my connection and it must be a config issue with either my router (even when it wasn't connected) or my PC settings. I've worked in IT for 7 years, I'm not some daft old granny who doesn't know how to switch it on but that's always the way I've been spoken to when I call 151.

Guess what, each time I've called it has been a fault at virginmedia's end.


Don't get me wrong, when it works i'm very happy with the service but calling them with an issue is always painful. If you don't get cut off, you get someone who doesn't really know what they are doing and can only arrange an engineer instead of passing you to a technical guy who can properly diagnose the problem, which lets face it would be the best solution instead of the default arrangement of an engineer BS which is more often than not unnecessary and no doubt costs the company more money in the long run.

Maybe if you could suggest a way to speak to an virginmedia IT professional in the UK when I call then maybe I might have a better experience next time.

[Matt-08]

Post on the newsgroups.
They know what they're on about and sometimes go outside of the usual script to help you......

Well it just gets better.

No one is coming today -the system "automatically" removed my appointment when a supposed issue in NG16 was fixed (what issue ?).

Did they contact me to find out if my problem was fixed ... NO.

First time I asked why, it was because "your number was busy".

Thats bull - first i've not had any calls in the last few days, and second, it diverts to answerphone on busy, so they could have left a message.

Next, the tech decides that an engineer shouldnt be needed, the "signals" he has sent should fix it in an hour or two... Yeah right, at this point I was getting very ****ed off, and asked for a manager. Apparently he was busy and would ring me back.

So, 20 minutes later, he [the manager] did ring (I know, I was surprised as well).

He once again checks and decides the modem is fine, but the "signals" are not doing what they should. An engineer would be needed (great, back to square one).

I asked why the previous one was cancelled without checking the fault was fixed. Got the same answer, except that this time I was sent a text message telling me of the cancellation. What ?? You dont have my mobile, so how could you do that ! and even if you did, you should ring me and confirm, not rely on text.

So moving on, he cant book one now until wednesday morning, another two days without service. Getting beyond a joke now. Nottingham used to be good, but now it seems its gone downhill with the rest.

At least they offerered me a £15 refund, but thats not really the point, this is a shambles, a week without service, appointments auto cancelled without even checking if the fault is fixed.

My phone line is booked to move to BT on Nov 16th. I was planning on just using the free Sky BB as a backup, but after the way this episode has panned out, Im now considering having their higher speed and dumping VM. Something that had never previously crossed my mind. I have little tolerance for crap service from anyone.

..... and fixed by a very nice VM employee. They know who they are. Thanks.

[Flyboy]

The last time I called for an engineer (it was TV fault, not BB), I was offered a Thursday (it was a Monday), I thought that was a bit much; four days (especially as I was promised twenty-four hours, when I signed up). But then I found out she meant Thursday the next week!!!! Outrageous!!!!!

[The PIT]

Originally Posted by Paul M

..... and fixed by a very nice VM employee. They know who they are. Thanks.

Guess they read these forums.

Telling porkies though isn't on. Shame you can't shame and name the manager concerned.

Originally Posted by The PIT

Shame you can't shame and name the manager concerned.

Couldnt even if I wanted to, I didnt bother noting his name.

[Matthew]

I phoned up on Friday to report a fault with my Gran's connection (details on a seperate thread for thoese interested), due to a problem they had in the DN35 area, bearing in mind I am in the DN33 area they could not book an engineer until Wednesday between 12 - 4. I was slowly loosing my rag with the bloke on the end of the phone after the numerous reboots of the modem then it suddenly clicked that the problem was at their end some where, I await Wednesday!!