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sgibson1980

Virgin Media FAIL

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by , 04-07-2010 at 12:21 PM (735 Views)
After a long day at work, I like to come home, watch some TV, browse the NET, maybe make some CALLS... Virgin Media (my all-in-one home provider) FAILED...
1st off I had no TV, I phoned Virgin, spoke to someone who hardly spoke English. He informed me that I need new smart cards for my TV Boxes (1 of which was only installed last week) as and update of the cards was required. Apparentley I should have received them in the post. Now I have to wait until Monday as I have to have an engineer out to install the new card as it must be an incredibally difficult procedure..

2nd I had no internet, so that ruined my ideas of using Iplayer on the Wii to watch TV. Spoke to someone who spoke English this time who informed me that the loss of Internet was nothing to do with the loss of TV and that it was a localized problem in Luton.... (I Live in Bedford)...

3rd I spoke to their cancellations team as I was going to cancel my contract and 2 hours later everything is working again... AMAZING...

Sorry to bore some peeps but just had to get that off my chest as they really pissed me off. lol

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Comments

  1. Baboo77's Avatar
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    lol... Its amazing how fast things get fixed when to threaten to take your money elsewhere.
  2. Tealc's Avatar
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    It's nice sometimes to speak to someone who isn't from India. I've nothing against Indians and feel that many of them speak very good English. The trouble is the companies Virgin, BT etc don't seem to employ those ones. I wonder sometimes if they must have some kind of English test before they start work, if they fail badly enough they get offered the job.
  3. MWisBest's Avatar
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    Wow this is really pathetic. Reminds me of Charter Communications here in the U.S., where our TV was always cutting out and no matter when you called you got this stupid automated thing that had no idea what kinda problem I was having, and said they'd get me an 'assistant' on the phone, but I was on hold for at least 30 minutes before I just hung up. We ended up taking our money elsewhere, where the internet speed was faster and the TV never cut out, and it was cheaper too. I guess that's kind of a FAIL and WIN at the same time?
    Updated 04-07-2010 at 01:46 PM by MWisBest
  4. thebana's Avatar
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    Virgin messed up our installation when we moved into this house, the engineer left the set-top box on an installation screen and said it should restart itself in 30mins-1hour and we should have our TV all working.

    3 hours later and it was still on the same screen, called up the helpline and was greeted by an asian lady who was obviously reading from a script. Any attempt to deviate her from the script and actually get help on what we were experiencing left her confused and speechless and she kept looping around the same questions.

    In the end they agreed to send another engineer out to fix the problem, we got another box and £60 to spend on films etc. Not too shabby.

    Also, for some bizarre reason we got TV Choice on demand for a good six months until they (I assume) clicked and realised we shouldn't be getting it and were then cut off. Still it was barely ever updated and we watched everything we wanted to by then.

    In addition to this we were promised to be upgraded from 2M broadband to 10M free of charge and they were supposedly rolling it out months ago, it was pretty sneaky, you had to opt-in on the website otherwise you'd have been none the wiser. One night I thought [THE HECK WITH] it, we should be on 10M by now' and called them up. The Indian woman advised me I should be on 10M and to go to speedtest.net to check. I did and low and behold we were on 10M (we were definitely NOT on 10M before the phonecall) but I didn't argue and was just happy they'd finally upped our connection.

    All in all, I love Virgin's services, but damn, I hate their customer care and general asshattery.
    Updated 04-09-2010 at 04:33 PM by s0ur
  5. skagg's Avatar
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    Nearly every isp provider are using call centers in india these days.I got nothing against them myself,but they don't live in the uk,so don't really understand much of how things work over here,and they personally could'nt give a s--t if your internet is working or not.
    I've rang tiscali (now talk talk) 100's of times over the years and u get told 1/2 a dozen different excuses for the same problem.
    I hate having to speak to customer services its a nightmare,the only isp provider i know that has customer services in this country is Sky as there up in Scotland.
    Updated 04-08-2010 at 06:48 AM by skagg
  6. sgibson1980's Avatar
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    Dont get me wrong, the service i get which is 20mbps+ is excellent, but the customer service sucks big style...
  7. stocko2k's Avatar
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    I've recently moved to virgin media after a horrific time with BT.

    I signed upto BT's 20MB connection and all was good for 48 hours then we recieved an email telling us we had downloaded 100GB of data and would be capped at 1MB for a month which really got me pissed as I didn't download anything at that point just played some mario kart and ps3 online. After weeks of calling them trying to cancell my connection they offered me a month free to which my answer was f*** you, phoned virgin that day they came round with in 48 hours set up my line and since then i have a minimum of 15MB connection and have never been hassled about how much I've downloaded even though now I'm a download monster.
  8. s0ur's Avatar
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    Please refrain from cursing. Same rules on the forum apply to the blog section as well. Next time I will give out reading room invites.
  9. trucker1's Avatar
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    i had charter they sucked so did direct tv,and dish they kept double charging and cutting off my service when i refused to pay the double charge then they would fix their mistake only to make it again another month,so now i have verizon fios and all i can say is fiber optics rock!!!!!!
  10. thebana's Avatar
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    Oops, sorry about the language

    Bandwith limits are a terrible idea and need to be gotten rid of, I know Virgin do cap your connection if you download too much during peak times but I've not really noticed it much. I've always steered clear of any ISP with a download cap. Ugh. Stone age system.
  11. sgibson1980's Avatar
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    Soz about the language, just really got to me at the time...