Need some help please. - Page 2

Gary L · 28-10-2008, 00:41

Quote:

Originally Posted by whydoIneedatech

We do not deal with that side only faults, and if you require a modem due to an issue with your connection we swap it.

Upgrades are either through the website ( you have got to be daft to do it that way ) or through Customer Services, we have no dealings with you upgrading till you call in to report a fault.

So if you upgrade online the daft way. you'll only know that your modem will need changing for a capable one if you phone up because you think it might be too slow?

isn't there any checks at all to see what modem is already issued to your account and to flag up that the person might need to be sent a new modem to go with the upgrade?

28-10-2008, 00:46

Quote:

Originally Posted by Gary L

So if you upgrade online the daft way. you'll only know that your modem will need changing for a capable one if you phone up because you think it might be too slow?

isn't there any checks at all to see what modem is already issued to your account and to flag up that the person might need to be sent a new modem to go with the upgrade?

I say daft because you may get a discount if you phone that is not available online.

All that shows on the account is a MAC address which means nothing to you or the CSR dealing with the upgrade.

Gary L · 28-10-2008, 01:15

Quote:

Originally Posted by whydoIneedatech

I say daft because you may get a discount if you phone that is not available online.

All that shows on the account is a MAC address which means nothing to you or the CSR dealing with the upgrade.

Would you hazard a guess of how many people might not have a suitable modem?

Turkey Machine · 28-10-2008, 01:17

I know he's a techie and works for VM, but how could he possibly know that kind of information? Any response would be speculative at best.

Gary L · 28-10-2008, 01:22

Quote:

Originally Posted by Turkey Machine

I know he's a techie and works for VM, but how could he possibly know that kind of information? Any response would be speculative at best.

He couldn't possibly know I suppose. that's why I asked him to guess

If there's no checks when you upgrade online, and he gets an average of so many upgrading by phone then I just wondered how many might upgrade online.

28-10-2008, 07:58

Quote:

Originally Posted by Gary L

Would you hazard a guess of how many people might not have a suitable modem?

Absolutely no idea, impossible to know.

---------- Post added at 07:58 ---------- Previous post was at 07:57 ----------

Quote:

Originally Posted by Gary L

He couldn't possibly know I suppose. that's why I asked him to guess

If there's no checks when you upgrade online, and he gets an average of so many upgrading by phone then I just wondered how many might upgrade online.

As above no idea.

kpanchev · 28-10-2008, 09:43

Stop wasting your time with useless customer support, complain here:
http://www.ofcom.org.uk/complain/internet/
I have used the procedure several times and believe me, the providers become quite supportive once they get the complaint from ofcom!

28-10-2008, 10:24

Quote:

Originally Posted by kpanchev

Stop wasting your time with useless customer support, complain here:
http://www.ofcom.org.uk/complain/internet/
I have used the procedure several times and believe me, the providers become quite supportive once they get the complaint from ofcom!

The OP may be better to contact them as he appears to be having no joy with call up.

esdxc37 · 28-10-2008, 11:15

Quote:

Originally Posted by kpanchev

Stop wasting your time with useless customer support, complain here:
http://www.ofcom.org.uk/complain/internet/
I have used the procedure several times and believe me, the providers become quite supportive once they get the complaint from ofcom!

By ofcoms own rules they should not get involved with any complaint until the customer has a deadlock letter from the company that the complaint is about.

It is then dealt with by Alternative Dispute Resolution an independent resoloution procedure.

I am not saying that is the case in every complaint but by ofcoms own procedure that is what the case should be.

Ofcom do not deal with individual complaints

Aegis · 28-10-2008, 13:36

Hi,

I have removed my last post because it no longer applies.

After posting that reply to you all and cancelling all my services i got back home, not long after an engineer turned up with someone else from virginmedia i now have a new scientific atlanta 2100 modem and i am back online, it has not done much for the speed, but the engineer and paul from virgin both said that once all the upgrades were finished and 50meg was rolled out the speeds would be better and it has proved that there is nothing wrong with my computer.

He has read my posts on here and i have given him copies of it, he is going to find out who the engineer was and why he said he called and fitted a new modem when obviously he did not.

He has also arranged for me to have a credit put on my account for the time i have been offline and for my troubles.

So i felt it only wise to delete my last post so it did not give the wrong message.

I can now use my computer again and enjoy cable forum once more i have agreed to see what difference it makes when the 50meg does start, i will not be upgrading to it as there is no need to but if it helps the speeds then that has to be good.

Thank you all for your help and advice it was so much appreciated.

28-10-2008, 13:48

Quote:

Originally Posted by Aegis

Hi,

I have removed my last post because it no longer applies.

After posting that reply to you all and cancelling all my services i got back home, not long after an engineer turned up with someone else from virginmedia i now have a new scientific atlanta 2100 modem and i am back online, it has not done much for the speed, but the engineer and paul from virgin both said that once all the upgrades were finished and 50meg was rolled out the speeds would be better and it has proved that there is nothing wrong with my computer.

He has read my posts on here and i have given him copies of it, he is going to find out who the engineer was and why he said he called and fitted a new modem when obviously he did not.

He has also arranged for me to have a credit put on my account for the time i have been offline and for my troubles.

So i felt it only wise to delete my last post so it did not give the wrong message.

I can now use my computer again and enjoy cable forum once more i have agreed to see what difference it makes when the 50meg does start, i will not be upgrading to it as there is no need to but if it helps the speeds then that has to be good.

Thank you all for your help and advice it was so much appreciated.

Great to see that a little perseverance does pay off in the long run.

Mick Fisher · 28-10-2008, 19:07

Quote:

Originally Posted by whydoIneedatech

Great to see that a little perseverance does pay off in the long run.

Agreed

But why Oh why does it have to be such a palaver in so many cases just to get a simple thing put right.

28-10-2008, 19:12

Quote:

Originally Posted by Mick Fisher

Agreed

But why Oh why does it have to be such a palaver in so many cases just to get a simple thing put right.

It should not be like that at all and it really is annoying that a customer can be treated like that, he should not have to resort to nearly cancelling his account because someone failed to check his modem remotely which would show the MAC address and confirm what model he had, takes a couple of minutes to run these checks.

Beyond me why they seemed not to have been done.

Aegis · 29-10-2008, 09:55

Quote:

Originally Posted by whydoIneedatech

It should not be like that at all and it really is annoying that a customer can be treated like that, he should not have to resort to nearly cancelling his account because someone failed to check his modem remotely which would show the MAC address and confirm what model he had, takes a couple of minutes to run these checks.

Beyond me why they seemed not to have been done.

Hi,

I did ring tech support and got through to india, i had a hard time understanding them and she could not understand what i wanted she kept telling me to do all these different things that had no bearing on the issue and was talking over me all the time but they are exceedingly polite, in the end she suggested i ring customer support they in turn said it was a tech issue and i had to ring them, after my second trip to india i had had enough and i rang to cancel my services.

I spoke to a really nice lady from scotland who was appalled at what had happened and she passed me to tech support who confirmed i still had the motorolla 4100, but he said it showed it had been replaced on friday which it was not as it was the engineer not turning up that started all this, i then said i could not go through this anymore and i was going to be leaving virgin i the rang disconnections and cancelled all my services and i gave this problem as the reason i was leaving.

The rest you know i was not expecting the tech or the other chap from virginmedia that came with him, they set it all up activated my modem and checked my comp out speeds are still bad but that seems to be inline with everyone else

Many thanks to you all especially whydoIneedtoteach your invaluable help has now got me sorted and i am now free to enjoy my comp and cable forum again.

29-10-2008, 09:59

Quote:

Originally Posted by Aegis

Hi,

I did ring tech support and got through to india, i had a hard time understanding them and she could not understand what i wanted she kept telling me to do all these different things that had no bearing on the issue and was talking over me all the time but they are exceedingly polite, in the end she suggested i ring customer support they in turn said it was a tech issue and i had to ring them, after my second trip to india i had had enough and i rang to cancel my services.

I spoke to a really nice lady from scotland who was appalled at what had happened and she passed me to tech support who confirmed i still had the motorolla 4100, but he said it showed it had been replaced on friday which it was not as it was the engineer not turning up that started all this, i then said i could not go through this anymore and i was going to be leaving virgin i the rang disconnections and cancelled all my services and i gave this problem as the reason i was leaving.

The rest you know i was not expecting the tech or the other chap from virginmedia that came with him, they set it all up activated my modem and checked my comp out speeds are still bad but that seems to be inline with everyone else

Many thanks to you all especially whydoIneedtoteach your invaluable help has now got me sorted and i am now free to enjoy my comp and cable forum again.

Glad you got it sorted and someone actually took the time to remotely check what modem you had, if the previous CSR's had done their job properly as she did then all these calls to Virgin could have been avoided.