Recieved new modem, Require Coaxial cable please help!

Originally Posted by Rob M

More likely that you'll be back tomorrow when the engineer doesn't turn up

He would get another £10 if that happened

[krato871]

yey for £10's haha, I asked the supervisor if it would be free, and he made sure it would be! So if they charge me I'm going to leave them because I am sooo fed up with their support!!!

Originally Posted by krato871

yey for £10's haha, I asked the supervisor if it would be free, and he made sure it would be! So if they charge me I'm going to leave them because I am sooo fed up with their support!!!

It just depends who answers the phone, the luck of the draw.

[krato871]

Yeah I guess, I did get through to an english woman!! And she seemed to understand the problem that they sent the wrong pack out (I mean come on how difficult can it be to know that) anyway she put me on hold as she was sorting it out and it cut me off =[ thats when I ended up going through about 20odd people.. I'm fed up of the word "modem" now =[ will the technician register the modem mac address whilst he's here because I don't fancy calling to register it tomorrow LOL

[piggy]

Originally Posted by Zhadnost

Err, if he buys his own cable (or makes one up), and his own splitter, wouldn't he be contravening the terms of his contract?

no

[Jonathan90]

in theory yes he would according to some people if he moves his modem (which he has got to do to arange the cable etc) thats classed as breaking the contract.

correct me if i'm wrong

Originally Posted by Jonathan90

in theory yes he would according to some people if he moves his modem (which he has got to do to arange the cable etc) thats classed as breaking the contract.

correct me if i'm wrong

That is correct.

But as he is now getting a Tech visit that does not actually matter now.

[doug]

I have had the exactly the same experience: requested a cable model upgrade and let them know that I currently had a Samsung integrated set-top box/modem (why did I need to supply that information - isn't it on file, or can't they interrogate it remotely?). Anyway, I got sent a separate cable modem, but no splitter or extra cables. Now, I don't actually need my set-top box, since I have given up subsidising Mr Murdoch and have a cheap freeview decoder with twin-channel hard disk recording, so I decided to go ahead with the installation. The saga starts here.

I followed the instructions that came with the modem. Unscrew the cable(s) from the old modem and connect the new modem and "simply" dial 151 and choose option 3 fault, option 2 help and option 1 broadband. Of course these options aren't actually the ones that are offered, but eventually - after about 3 transfers - I got through to somebody in Wales who brought up my details and eventually decided that he couldn't deal with it because I was a Virgin .net (I think that is what he said) customer (no idea what that is or whether I am or not: I have migrated from Cable and Wireless to Ntl to Virgin). He told me to phone 0845 454 2222. I did ask him about the absence of a splitter and whether or not I needed to inlcude the 10db attenuator that is currently between the cable feed and the previous set-top box. He said there was no problem but didn't understand! I dialled the 0845 number and spent 15 expensive minutes talking to somebody (India?) who seemed helpful, asked for the MAC address of the modem - but who queried whether I had said F0 or S0 in the address!!! Eventually he said he could not get the MAC address into the system because "the server was too busy" and told me to phone 0845 454 1111 in an hour if the modem had not been authenticated. BTW, the help screen you get on the web interface that tells you that the modem has not been authenticated tells you to dial 151, but gives a different set of options to select.
Anway, after an hour I declined to use the expensive 0845 number but dialled 151 and using eventually (why do I have to enter my telephone number - don't they know it?) got through to somebody who told me that the modem was authenticated and that it should be working. After various attempts, reboots etc, he confessed to being puzzled and said it would be referred to the IT department and they would get in touch within 48 hours!. Unfortunately, I forgot to mention that there was no splitter - I had been on the phone for 2 hours and the battery was getting low, so at this point I insisted that my old set-top box be re-authenticated and this appeared to work;. He did promise to phone back to check that old box was online, but didn't and of course I have not yet heard anything from anybody at "the IT department".

Anyway enough of this rant - I thought the one thing that Virgin promised over NTL was an improved customer service. Do I actually need a splitter if I don't care about the cable TV or is this the absence of the splitter the reason that the modem is not recognised? How do I proceed from here?

[krato871]

Well I got back from shopping at 12:30 seeing as the guy on the phone said the tech will be here past 1pm, and wow to my belief there was a note from the engineer saying he called at 12pm >.< not only that but they didn't text or call me to let me know like the guy on the phone said they would! GRRR, so now I'm going to have to call back

I'm sorry to hear the problems you've had doug, I know exactly what it's like it's so painfully difficult to get through to these people half of them don't understand the problem!!

-----------------

Trying to get him to come out again, and just being transferred all over the place... If I can't get through to someone withing 10minutes I'mgoing to leave VM and go with sky. The worst support I've EVER experienced, absolutely appalling.

Originally Posted by krato871

Well I got back from shopping at 12:30 seeing as the guy on the phone said the tech will be here past 1pm, and wow to my belief there was a note from the engineer saying he called at 12pm >.< not only that but they didn't text or call me to let me know like the guy on the phone said they would! GRRR, so now I'm going to have to call back

I'm sorry to hear the problems you've had doug, I know exactly what it's like it's so painfully difficult to get through to these people half of them don't understand the problem!!

-----------------

Trying to get him to come out again, and just being transferred all over the place... If I can't get through to someone withing 10minutes I'mgoing to leave VM and go with sky. The worst support I've EVER experienced, absolutely appalling.

We cannot guarantee that a Tech will arrive after a certain time, that is why you are given a 4 hour window, I would never promise a set time to anyone waiting for a Tech regardless of the issue.

[krato871]

ok well I called today and they said he was down on the computer to come 4-7 which is WAY off the time he arrived, I can't reschedule my whole day around it I work and have things to look after! It isn't that which is the issue its the support on the phone. I couldn't get through I've just emailed support now and if they won't reschedule or send me a starter pack (i dont see how that can be so difficult) then I'm cancelling ASAP its disgusting.

Originally Posted by krato871

ok well I called today and they said he was down on the computer to come 4-7 which is WAY off the time he arrived, I can't reschedule my whole day around it I work and have things to look after! It isn't that which is the issue its the support on the phone. I couldn't get through I've just emailed support now and if they won't reschedule or send me a starter pack (i dont see how that can be so difficult) then I'm cancelling ASAP its disgusting.

Call 150 and wait for the wanting to disconnect option and speak to them about your problems.

[krato871]

I've done that... many times at least 10 times now they all seem stupid, they ask for account number then the problem.. then they transfer me to another department.. and thats all that happens not one person is taking responsibility for the call.. I've spoke to about 40+ people by now, I don't understand what the hell the problem is with them?!

Ah sorry I didn't quite get the "wanting to disconnect" part, I understand what you mean now, don't worry I will though for tonight I've had enough. I'll call them tomorrow and tell them why I want to leave! Might move something along, though I doubt it will be much use ¬¬

Just found this on the Virgin Media website:

Upgrading your set top box

It looks like we'll need to swap out your set top box, replacing it with a new cable modem.

Give us a call on 0906 212 1111 (or on 150 if you have a Virgin Media phone) and we'll book a time for an engineer to come round and install this for you - free of charge of course.

Once your new kit is installed you'll be ready for a faster, more reliable broadband service.

So hmm.. why were they going to charge me £30 to get a technician to come out and install it for me?!

Originally Posted by krato871

I've done that... many times at least 10 times now they all seem stupid, they ask for account number then the problem.. then they transfer me to another department.. and thats all that happens not one person is taking responsibility for the call.. I've spoke to about 40+ people by now, I don't understand what the hell the problem is with them?!

Ah sorry I didn't quite get the "wanting to disconnect" part, I understand what you mean now, don't worry I will though for tonight I've had enough. I'll call them tomorrow and tell them why I want to leave! Might move something along, though I doubt it will be much use ¬¬

Just found this on the Virgin Media website:



So hmm.. why were they going to charge me £30 to get a technician to come out and install it for me?!

That 0906 number has not been a valid option since the 1st of June 2008.

[krato871]

But it also says 'or 150' and its still up on their website so how can they have the cheek to charge you for a tech when it blatantly says its free?!