Has anyone had any responses from MD? - Page 2

AGray · 10-04-2016, 12:29

Well update to this, not quite 3 hours but an hour of my time used up.

Called at 12 this afternoon, was told the box itself looked "messed up" and was assured it would be up and running in about 10 minutes once they bounced the signals around.

Waited 40 minutes - Not working. Suprised!
Phoned again asking to speak with a manager, a frontline colleague helped and i even heard a massive "sigh" (Don't blame him, i've been sighing since this whole saga started) he conceded defeat with it and spoke to a manager and came back positive - Looks like while things were put into motion yesterday, mistakes were even made then on the last hurdle.

The person yesterday didn't remove the set top box from the old (Now disconnected) account so the signals weren't going anywhere - I gave the box details in again and within 5 minutes of being on the call the services were up and running. FIXED FINALLY. He just added the box onto my account and it was all up and running.

So now that this has finished and hopefully concluded - What type of compensation/goodwill should i be expected to receive from all this? Yesterday i was given a very pitiful "goodwill" in the form of having a free TiVO installation next month... Which is what i asked for 4 weeks ago, so that wasn't really goodwill if i was already getting it for free....

pip08456 · 10-04-2016, 16:45

As I've already advised your best course of action I'm out of here. You obviously don't read the replies you get and just wish to head your own way and complain.

AGray · 10-04-2016, 18:12

Oh i've posted there don't get me wrong. and to their Facebook page, the response today on Facebook was that they have emailed the CEO team finally to make them aware of this situation, so in the coming days i should have some results.

Taf · 11-04-2016, 11:05

Quote:

On Mon, 11 Apr 2016 11:42:54 +0100, CEO <Executiveteam@virginmedia.co.uk> wrote:

We would like to thank you for taking the time to contact us today.

We are very sorry to hear that you are unhappy and we will endeavour to resolve your issues as soon as possible.

Tom is currently not available to deal with your complaint personally; however he will pass it onto a member of his team to deal with.

In order for a member of our team to help you we require some further details about your account. So that we can get to you as quickly as possible please could you reply to this email with your Virgin Media account number, telephone number or full address and postcode details and we will get straight onto it.

We look forward to hearing from you.

On behalf of Tom Mockridge.

AGray · 11-04-2016, 15:00

I imagine working off the basis of working hours you seem to have had that response within a 48 working hour period, i used the email for Tom directly last Saturday and received no response at all from last Saturday.

Though i did email the Exec team email on Thursday... So i should have had a reply before yours :|

Nothing yet..

techguyone · 11-04-2016, 17:53

This was your problem, should have left alone.

Quote:

Originally Posted by AGray

No. She had her own property for many years, but due to all the issues at the New Year with the price increase, i spoke to them and got her a better deal, albeit it started a new 12 month contract.

I'm unclear as to what 'all the issues were' it was a simple price change no?

That's what started all your woes off, bet if you could go back, you would have left well alone.

AGray · 11-04-2016, 18:22

Aye! If we had forseen that she wouldn't be in her own property anymore i would have most certainly have held off contacting Virgin Media about it at the New Year. These problems experienced wouldn't have been present at all.

Hindsight is a beautiful thing though, and would rewind if i could, but that was dealt with fairly promptly. This not so much! My new phone bill is coming in a few days, according to my useage i've used about 400 minutes trying to sort this. Ahhhh

Taf · 25-05-2016, 14:27

An ongoing fault that has been fiddled-with but not fixed started during last Summer. I started posting about it September in the VM community forum. Graphs from Thinkbroadband plus power levels and network logs included.

In early April this year I emailed Tom Mockridge and got a response 3 days later.

Quote:

We would like to thank you for taking the time to contact us today.

We are very sorry to hear that you are unhappy and we will endeavour to resolve your issues as soon as possible.

Tom is currently not available to deal with your complaint personally; however he will pass it onto a member of his team to deal with.

4 weeks later I finally had a phonecall from someone in his office. It sounded more like an interrogation than a concerned response.

A week later someone called twice in one day saying that he had been put in control of the fault.

Last Saturday a local boss tech of some sort appeared (who had been out for this same fault before). He left saying he would contact me by the end of the week with news, if any.