I urge you not to use virgin media for your internet supplier
By fpsninja
@fpsninja (874)
September 28, 2010 11:16am CST
Hey all
Basically, this is a bit of a rant at virgin media.
Basically, my mom is a programmer, and works at home during the day. So she needs internet mon-fri, during the day. Yday, the net was down. We phoned them up, and they said that the problem was our end. We tried endless things, and nothing worked.
Then, around peak time, magically, the net started working agian. We phoned them to cancel the people coming round our house to sort it out, and this is what turned out happened:
It turns out they decided to shut internet to my local area as it was CHEAPER for them to do so. Despite the fact that for the whole of yesterday, my mother couldnt do her job, and has had to work twice as hard today!
We are paying £30 a month for this internet service. And the person who was on the other end of the phone was in a different country, and was very rude saying it wasnt their problem that my mom had to now work hard because they LIED.
SO i urge, all of you. Dont sign up with virgin media. You will regret it, as they will mess about with your net.
And if anyone knows any sort of regulator you can contact with complaints, (like how ofcom is for tv channels) please post it below.
1 response
@owlwings (43897)
• Cambridge, England
28 Sep 10
Unfortunately, if you have no BT line to your house and are using VM Cable, as I do, you are stuck. I have to say that I have never experienced an outage that was their fault but when someone accidentally cut through the cable a few months ago, it took hell and all to get them to come out to do a 5 minute repair job.
First I was insulted by someone in India (told to turn the modem off and on and restart the PC when I had clearly stated the problem!) and was then told that it would be fixed in 7 days. At that point I asked to speak to the Call Centre manager.
My second call got a somewhat more intelligent person in Swansea. After some fairly strong and threatening language, I managed to get them to agree that there was, indeed, a fault on the line (they didn't believe me when I told them that I could SEE the 0s and 1s dripping out onto the ground!) and they said that they would be out to fix it in 36 hours. I pointed out that I was paying almost twice as much for my service as I would be if I joined TalkTalk and that even BT have a 24 hour callout for line damage. They promised to be there by 4pm.
4pm came and went (while a Virgin hot air balloon drifted over the house) and I phoned again in a really filthy temper. The call had been 'rescheduled' for the following morning (when I had planned to be out). I stayed in, of course, and the guy arrived, took precisely three minutes to join two pieces of copper wire together (and there was I thinking I had an optical cable!), checked briefly that phone and Internet were working and left.
No, I cannot recommend Virgin's customer service. They tend to be patronising, full of incorrect information and SLOW in the case of an emergency. Do, however, phone, ask them to call back from Swansea and insist that they credit you for a day's loss of service. I got a £10 rebate.
@owlwings (43897)
• Cambridge, England
28 Sep 10
Oh, why didn't they call to tell me that the call was rescheduled? They had tried, they said, but the phone was out of order!!!!! 
