Letter I just sent to Virgin Media

to be honest, I've tried dozens of ISP's over the years and they are all the same, if you get a problem the length of time it takes to get fixed is directly proportional to how easy it is to fix - if it requires them to turn something off and back on again you are looking at a minimum of 1 week... if it requires them to visit your site then it'll take about a month and if it requires them to actually do something that takes more than 30 minutes then you may as well just change ISP it will take that long

if anyone tells you that a particular ISP is really good then it just means they've had no problems, or no serious ones whilst connected through them

my worst experiences have been with BT resellers (like plusnet) as then you've got one rubbish company who don't really want to deal with you and you are relying on them to call another rubbish company who also don't want to be called and between them they will blame each other and do nothing in the meantime
 
do not put your are not expecting compensation, makes your whole complaint worthless

that really is terrible service, i would be freaking out at them to get something for my trouble
 
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Why oh why have we embraced this awful American held belief that 'where there is blame, there is a claim?'

I for one applaud the OP for his constructive and well articulated letter of complaint. The aim of which is to get VM to sit up and think and get a grip on the situation and resolve it on his his behalf as soon as humanly possible.

I accept VM has miserably failed in the timely resolution of the problem but to gain further compensation other than perhaps the refund of the BB charges not received during the downtime is surely more of an accepted British approach!? :)
 
No, you're effectively forgiving them for their failures by abdicating any notion of compensation in written form. Those last few lines in the OP's letter are pointless.
 
-=Vect0r=- said:
Why oh why have we embraced this awful American held belief that 'where there is blame, there is a claim?'

I for one applaud the OP for his constructive and well articulated letter of complaint. The aim of which is to get VM to sit up and think and get a grip on the situation and resolve it on his his behalf as soon as humanly possible.

I accept VM has miserably failed in the timely resolution of the problem but to gain further compensation other than perhaps the refund of the BB charges not received during the downtime is surely more of an accepted British approach!? :)
Click to expand...

So he should have to fork out considerable time and expense on phone calls for their incompetence resolving a simple issue?

Sums up virgin broadband IMO.
 
Had a similiarly shocking experience the first two times I tried to get Virgin. Cable in area but not wired up. Pay the installation fee, engineer turns up...'oh, you've not got a box on the wall, the cable hasn't been pulled through yet' 'no ****, that's why you're here' 'ah it's a two man job this'

Cue reschedule and another day taken off work for 4 weeks later (earliest they could do despite quoting a postcode 5 minutes drive away giving 1 week), I ask on the phone for them to make sure it's a two man team as there is no cable in the flat yet. 'Yep that's booked'.

One guy turns up again. 'ah there's no cable box here'. I am speechless, call straight away to be told 'hmm, it's not down for two, don't know why. is there no cable box already installed?'

At this point I question how on god's green earth a company as large as VM cannot have two simple columns in a database - 'CableAvailable' and 'CableInstalled' and that my 12 year old nephew would think of this as soon as it was designed...no answer

Thankfully it's been running rock solid since it was finally installed 2 months later, as much as I hate to give such a company any money at all, it's the only cable company we have and I don't want adsl.

Deffo take that last line out, I'd also see about complaining to whoever you can, trading standards maybe, hell send a mail to watchdog, tell the CEO everything and who's going to hear about it, see how much you can get refunded...I'd expect the months without service + a hefty discount/free upgrade for life
 
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