Compensation for service disruption - Page 3

lowei · 02-02-2010, 22:52

Quote:

Originally Posted by broadbandking

I am not baist I was merely pointing out for the pennys we pay for broadband you can't expect 20Mb all the time, if you want that you need a leased line which is 1:1 ratio, then you'll see how much you'll have to pay.

Don't think for one moment that I think getting 5-12Mb is right just don't think he will get alot of money as Virgin sell a upto service.

The best situation for the op would be to complain to get the service working correctly not just to keep getting money back as this will not solve the issue.

---------- Post added at 21:46 ---------- Previous post was at 21:45 ----------

Faults or customer services, customer relations are for disconnections only not to get money back.

Iam trying to help the op. Its just great you are lol

Arj12 · 02-02-2010, 22:57

Ok, so I'll just choose the option for billing when I ring 150 tomorrow. I need to ring them anyway as they told me they would charge me Â£35 for my v+ install on the phone but they have charged me for Â£49.

---------- Post added at 21:57 ---------- Previous post was at 21:57 ----------

I just finished filling out the form now, hopefully they'll get back to me soon!

broadbandking · 02-02-2010, 23:21

Quote:

Originally Posted by Arj12

Ok, so I'll just choose the option for billing when I ring 150 tomorrow. I need to ring them anyway as they told me they would charge me Â£35 for my v+ install on the phone but they have charged me for Â£49.

---------- Post added at 21:57 ---------- Previous post was at 21:57 ----------

I just finished filling out the form now, hopefully they'll get back to me soon!

Thats your best bet, that strange why they have done that with the V+, I can see they have added install charge when really the Â£49 is the install fee, simple mistake which should take 2 minutes to sort out.

Normally VM will refund once the fault has been sorted, however as this is a on going issue I am not sure what they will do, make sure you are calling faults and logging these calls, or post on the newsgroup as they are second line techs and they are really helpful, as I see the faults needs to be sorted A.S.A.P.

Arj12 · 02-02-2010, 23:30

Phew, at least I know one thing will be sorted out for definite tomorrow!
Ideally if the fault was fixed very quickly I wouldn't have said anything but they are taking a long time! I've called faults a few times already regarding this issue but I don't know what you mean by logging the calls. Do you mean I keep a log of when I called them? I've never used the newsgroup before, I'll have to have a look into it. I just hope it gets sorted soon!

broadbandking · 03-02-2010, 00:12

By logging I meant contacting them about the fault (phone or newsgroups)

Arj12 · 03-02-2010, 01:03

okay. I'll give you an update when I get any more information or news.

broadbandking · 03-02-2010, 10:33

Ok thank you

Arj12 · 03-02-2010, 13:57

OK, here's the latest news. Apparently there is an outage in the Leicester hub that has been confirmed now so they are looking on fixing it. It was supposed to be fixed at 9:48 this morning (exact time or what!) today but the tech said the there was no ETA now as they hadn't fixed it yet. The customer service dude I spoke to told me to ring them back when everything was fixed and they would compensate me with how many days of disrupted service I've had (IE Â£37/30 x number of days outage) and the guy also said depending on who I spoke to I would get more compensation as I have been left with very poor services that has affected my day to day life. The guy also told me to ring back in a few days to check on any updates on the situation.
I just hope they sort the problem out soon!

broadbandking · 03-02-2010, 14:17

Did they refund the Â£35 for the V+ install?

Arj12 · 03-02-2010, 15:12

It was already credited in the bill. It was under some other name. It's just virgin media with it's confusing billing system again lol!

broadbandking · 03-02-2010, 20:44

Ok cool glad its sorted.

lowei · 03-02-2010, 22:46

PM sent.
Hope you get things sorted

Arj12 · 04-02-2010, 01:31

Hey, yes I've been complaining to them about ti today.... I've been getting 0.5mb down today and the day before! It's ridiculous when I'm paying for a service with up to 20mb BB, you can even get faster speeds on copper wires!!! Seriously not happy! It looks like I'm going to be calling virgin media a lot in the next few days! They said they would only refund me after everything was sorted but all i want is my internet to work! gr...

broadbandking · 04-02-2010, 14:37

Did you post on the newsgroups?

Arj12 · 04-02-2010, 14:48

I don't know how to! Again today I'm getting 0.5Mb!!! Browsing is a nightmare now, let alone doing anything else internet based!