Problems with Virgin media.

Random_23

Random_23

Random_23

Associate
Joined
21 Sep 2007
Posts
416
Location
Nottingham
Christ, after these were reccomended to me im beginning to wonder is he really my friend ? Long story short, it was planned to be installed today (posting from work atm) and the engineer took about 40seconds to decide the job was too big and couldnt be done. He was then asked to go the shorter route (What I didnt want but I wanted it doing) sorry I used my alocated time I dont get paid enough was the responce????? he was there under a MINUIT! I rang them up welll......

Again long short about 15calls later I finally get someone who seems bothered, to my /sarcastic UTTER SUPRISE /sarcastic he said there was nothing could be done until the 31st! I promptly got my £25 back.

Basically can they do this ? shouldnt I become a priority now ? I have also requested a new engineer to avoid me going nuts at this one. (He went to the van to speak to his superviser about the job and just drove off without explanation)

Chris
 
did you do a search before you posted?
there have been a million posts like this (we were one of them)
virgin media were awful!
they let us down on the connection date (4 times it was put back), our connection speed was terrible, and their help line is horrifically expensive.
we cancelled, and are now with BE, and it's MUCH better :)
 
I'm thinking of switching to SKY. VM is a disgrace, emailed their help desk and all they do is reply with the same answer. I am on their XL package, and the download speed I'm getting is 150kbps.
 
I wouldnt of minded if it needed to be put back for a reason but for a job is too big I dont get paid enough?? well...

I need to go on Virgin, I was with BT for 5yrs and since upgrading the exchange my line went from 4mb capable to about 256kbs so my DL speeds were nothing about 12kbs with a download manager. Before the upgrade I got 400ish kbs some upgrade that was. I will wait around until next time and go mental if theres any problems. Im meant to be getting a call back today, I wonder if that will happen?
 
Random_23 said:
I wouldnt of minded if it needed to be put back for a reason but for a job is too big I dont get paid enough?? well...

I need to go on Virgin, I was with BT for 5yrs and since upgrading the exchange my line went from 4mb capable to about 256kbs so my DL speeds were nothing about 12kbs with a download manager. Before the upgrade I got 400ish kbs some upgrade that was. I will wait around until next time and go mental if theres any problems. Im meant to be getting a call back today, I wonder if that will happen?
Click to expand...

Are there any LLU providers with their equipment in your exchange? Might be better to go to one of those instead. There are so many threads about VM not working well lately that even their strongest fans seem to have gone quite.
 
-K- said:
I'm thinking of switching to SKY. VM is a disgrace, emailed their help desk and all they do is reply with the same answer. I am on their XL package, and the download speed I'm getting is 150kbps.
Click to expand...

Don't switch to SKY. I had much worse problems with them.

They were even trying to charge me for the service, even though i had been waiting for them to connect me for 3 weeks.

So basically, they tried charging me for 3 weeks, when in that time i hadn't even been connected. Idiots. We cancelled the TV with them after that aswell, and moved everything to VM. (They are not much better, but we have an internet connection now, so they are proving better than SKY.
 
[Cas];10337259 said:
Don't switch to SKY. I had much worse problems with them.

They were even trying to charge me for the service, even though i had been waiting for them to connect me for 3 weeks.

So basically, they tried charging me for 3 weeks, when in that time i hadn't even been connected. Idiots. We cancelled the TV with them after that aswell, and moved everything to VM. (They are not much better, but we have an internet connection now, so they are proving better than SKY.
Click to expand...

:eek::eek::eek::eek: I wanted SKY HD as well if I move to SKY. Now I might just stick to Virgin+

Anyone on Virgin+ subscription? inputs?
 
Random_23 said:
Basically can they do this ? shouldnt I become a priority now ? I have also requested a new engineer to avoid me going nuts at this one. (He went to the van to speak to his superviser about the job and just drove off without explanation)
Click to expand...
Call them up and complain about the engineer. He's not doing his job properly, and the chances are he'll do it again to someone else if they don't know what he's up to.

Make sure you speak to a manager rather than the regular customer service, because they're likely to "make a note" and nothing will happen.

In my opinion, you *should* become a priority. Unfortunately, they can only book you an engineer when there is a spare slot -- it'd be unfair on someone else to have their slot bumped. But if you speak to someone senior, I'm sure they'll do all they can to secure your business.

If you decide to give them another chance, don't let the next engineer leave until he's done the job. If he needs to call his supervisor then he can do it while you're present -- there's no need to go out to his van for that.

[My own experience of a tricky install was that the regular installers couldn't do it, so they rang their supervisor. He turned up, shortly followed by another one and together they did the install, no problems. But that was back when they were NTL, so standards may well be slipping.]
 
-K- said:
:eek::eek::eek::eek: I wanted SKY HD as well if I move to SKY. Now I might just stick to Virgin+

Anyone on Virgin+ subscription? inputs?
Click to expand...
If you're after true HD content you're best going for SkyHD. The only linear channel that Virgin broadcast in HD is BBC HD, with no definite plans for any more at this stage. There's some HD content on the video-on-demand service, but not a huge amount.

However, if you've got a V+ box and an HDTV, the V+ will upscale the standard SD channels so it should look better than the standard V box. I'm not sure if SkyHD does something similar with non-HD channels.

The V+ box has an extra tuner than the SkyHD box, meaning you can record two channels while watching a third.

Another downside of going for VM TV is that you don't get the Sky Basics channels (Sky One, Sky Sports News, Sky News and a few others) nor do you get the interactive red button on Sky Sports.

That was completely off-topic but I hope it helps!
 
im gonna take a picture of the install they recently done here and left it in a terrible state and cut off the place above me.

A couple of days ago i saw some managers in suits outside on another job and asked them to sort this one out as i couldnt get through on the phone.

Still nothing!
 
Sounds like the engineer that came out just couldnt be bothered in doing his job, and doesnt deserve to have a job if he acts like that.
He needs reporting, via a manager on the customer services line.
The thing with virgin is if it goes well it goes great, and if not then it goes horribly wrong, as in your case.
I had NTL installed 4yrs ago and the engineers couldnt have been more helpful. They did a difficult install for me, walking over roofs etc, I also had V+ installed when it first came out and again the virgin engineer was very helpful and had it installed in a matter of no time.
Ive got all 3 packages, phone,tv,20mb broadband with them and 99% of the time its been excellent.
Ive had a couple of issues with the tv picture breaking up but after a couple of phone calls this was sorted out by a tech.

With the broadband service it all depends on how many people are subscribed on your local ubr. Its worth speaking to someone local to yourself to see what speeds they are getting.

If the local broadband service is good then its worth sticking with them, give them another chance of installing it.
 
When we had ours installed we were talking to the engineer about various stuff and he said that they have to cable to whereever the customer wants it, i.e. if I'd have said I wanted a point in my room upstairs, he would have had to cable all the way round the living room, up the stairs and in to my room so it sounds like you got a bit unlucky with who was sent out to you!
 
Basically they claimed wiring to the back of the house was against health and safty, so I asked to go up the stairs from the lounge, no its health and safty due to wires trailing. Hang on!! going through the front room to the back will have wire's trailing isnt that health and safty ? "HMMMM didnt think of that"

I spoke to a manager today, I started very calm very but after 30seconds went MENTAL after he told me if I spoke to a manager yesterday they would have got the engineer back out. I basically flipped I said somthing to the effect of did you read the notes on my account ? "Yes" well then you know I was waiting 8hrs for a *****G call back!!? oh in that case nothing we can do its rebooked now for the 31st. They dnt give a rats.
 
Here's a good one for you...

Eng turned up today to do an install - 5 mins later he left after discovering on the street where the metal cover is for the cable to go, inside it was full of concrete! He said it's probably been like that for a while since there was already a faded green arrow pointing to it.
So god knows how long this will take to fix?
 
Just to add my to pennys worth.
Having worked for NTL & Telewest for 10 years as a contractor,i have to admit that virgin media is in a poor state, it has gone down hill since the merger of NTL buying Telewest, not just since Virgin took over.There has been god know how many managers in the last 2 years,just when you get use to one,another feels his boots due to being made redundant.Most areas(networks) are run by people who were based else where and have little knowledge of the local area and digging,Cabling issues.
I think all installers all work for sub contractors i.e Kellys, Avon line,mcnicholas and so on.There money is crap.They not aloud to cable over garages,roofs,some time the tees at front of houses have been dug on wrong side of the property.Now all the local planners are all being taken over by ws ackins(so most of them will be laid off in 8-12 months).
But i have to say that if you are in a original telewest area then you are likey to have a very good broadband service once its up and running....
By the way i got sky broadband(due to house move) Virgin not here.
 
Mine was Telewest when i forst got it, and the only issue i had was poor speeds/telephone quality due to corrosion in the manhole (Personhole?) outside. Ive never had an issue with poor speeds/customer service.
 
no problems at all with virgin media here (exeter, devon)

installation was cool, solid connection, much better than adsl which i had before, 2.35mb/s

only slightly annoying thingis the fair use policy, speeds get capped at peak times :( but i can live with that
 
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