Lewis Posted October 25, 2011 Share Posted October 25, 2011 (edited) Ok, just want to moan about Virgin Media broadband. We went with them for our Uni house 'cos decided they'd have the best service and could get a 9 month contract, although we can't get their fibre optic. They charge £80 installation which is expensive but not too bad split between the 8 of us, we ordered in the 2nd/3rd week of September. They sent us our router and originally said we'd have internet by 28th September ... that came and went, then they said they'd send an engineer and we'd be online on the 17th October, we waited in all day and no-one came but they said we'd been switched on. Another week after that, and a month after they originally said, we still don't have internet... They keep blaming the lines etc but our landlords Letting Agent office is downstairs which has broadband, and they had it in the house last year! They've kindly said if they send an engineer out they won't charge us ... we paid £80 installation fee! They've said they'll test the lines and we should be online by this Friday ... if not I think we'll try and cancel and go with someone else!? We've all got work and assignments to do which we have to get online to do and so are having to rely on free WiFi in pubs etc. We could use the library but they shut early and they're all the way up the hill on campus! Anyone else had any problems? Don't think they're taking us very seriously 'cos we're just students... Edited January 18, 2012 by Guest Quote Link to comment Share on other sites More sharing options...
Ain't Nobody Here Posted October 25, 2011 Share Posted October 25, 2011 What a pain and very frustrating as you all have important stuff to do . I've been with VM for years and never found them a problem - until we had their "Superhub" installed - I'm still waiting to find out what's "super" about it . They installed it and it appeared to be fine but then my PC which is connected by cable (every other pc/laptop is wireless) just wouldn't connect to the internet. I spent hours speaking to engineers and even paid for a local PC guy to look at it but no-one could work it out. They even made me sign up to a £10 a month "service" contract before they would help me . (Luckily it looks like I'm somehow not paying anything now but am keeping quiet ). It still wouldn't work so I had to buy a dongle . The speed is adequate and everything works now but I'm not sure the Superhub has improved things at all . I have to say they turned up when they said they would though. I think you should threaten to take your business elsewhere. They should take you seriously, student or not . Quote Link to comment Share on other sites More sharing options...
squiffs Posted October 25, 2011 Share Posted October 25, 2011 My OH had virgin media broadband in his first year (he's in third now) and he's still trying to get money back off them for a couple of months when they had no internet whatsoever. Glide internet on the other hand... I have virgin broadband at home with the 'superhub'. it's naff. it automatically puts everyone in my neighbourhood on the same channel which means I had to go out and buy an ethernet cable and manually set it to use an obscure channel instead so it wouldn't disconnect if the line got overloaded. Lame. And that was only because when I phoned up customer service they couldn't help me with my internet connection unless I had an ethernet cable. They credited my account with £5 saying that was what it would cost, and when I went to buy one it was closer to £15. I didn't bother calling them again as I'm pretty tech savvy myself, don't have a landline so the helpline is premium rate on a mobile, and didn't want them fleecing even more money out of me. GAH. I'd change it in a heartbeat but this is the provider my dad wants, and there's no point in switching over just until 2013. Quote Link to comment Share on other sites More sharing options...
Redwing Posted October 25, 2011 Share Posted October 25, 2011 We were with them when we lived in Bristol the actual internet was good speedwise and reliable etc but the customer service we received was a shambles on many occassions and woe betide you if the box deally gets stolen as they want your granny in return for a new one There just seems to be soooo much small print Quote Link to comment Share on other sites More sharing options...
Ms Marple Posted October 27, 2011 Share Posted October 27, 2011 I am with them and have never had any problems...so far However, My dad went throught the process of changing over to them at the end of September and was confronted with all sorts of problems. In the end, he said he was going to get in touch directly with RB himself (the story is slightly longer than this and involves dad being a retired electrical engineer who knows that the Virgin Pandolinos are serviced at a depot near Mcr). Anyway it worked as before he knew it he had many calls from various people giving him direct line numbers and checking that his problem was sorted, so a similar attack might be worth a try? However from my own YS recent uni experiences I am left thinking that they take advantage of your age group as you haven't had long enough learning how to determinedly fight your battles and they think they can fob you off. Be determined and as far as I am concerned, after this length of time you need your initial £80 refunding for a start. Quote Link to comment Share on other sites More sharing options...
Lewis Posted October 27, 2011 Author Share Posted October 27, 2011 We've said if its not done by tomorrow we'll ring up and say we'll go to BT ... and probably do it! 1 flatmate has the account and is "sorting it" so we can't ring and shout at them and he's too nice. Its getting better and he's finally made a complaint though! Quote Link to comment Share on other sites More sharing options...
squiffs Posted October 27, 2011 Share Posted October 27, 2011 I am with them and have never had any problems...so far However, My dad went throught the process of changing over to them at the end of September and was confronted with all sorts of problems. In the end, he said he was going to get in touch directly with RB himself (the story is slightly longer than this and involves dad being a retired electrical engineer who knows that the Virgin Pandolinos are serviced at a depot near Mcr). Anyway it worked as before he knew it he had many calls from various people giving him direct line numbers and checking that his problem was sorted, so a similar attack might be worth a try? However from my own YS recent uni experiences I am left thinking that they take advantage of your age group as you haven't had long enough learning how to determinedly fight your battles and they think they can fob you off. Be determined and as far as I am concerned, after this length of time you need your initial £80 refunding for a start. Richard Branson doesn't and has never had anything to do with Virgin Media, NTL just pay him a hefty fee to use his 'Virgin' brand name. I doubt a threat of complaint to the Bransonator would instill much fear in the Virgin Media Customer Service zombies. Quote Link to comment Share on other sites More sharing options...
Ms Marple Posted October 27, 2011 Share Posted October 27, 2011 I don't disagree with you based upon your knowledge- however it seemed to work. Perhaps it was simply the idea of taking it up the chain of command. All I am saying is that he got it sorted once he got formally 'shirty' with them. He is 77 years old at the end of the day and a proper gentleman so who knows in the end. Quote Link to comment Share on other sites More sharing options...
Guest Posted October 27, 2011 Share Posted October 27, 2011 I had massive problems with Virgin last year and switched to SKY - which hasn't been trouble free either - but sorted now. I had Vigin for years with little problem until our roads were dug up for a gas main - then it went to pot - but they refused to see any link with the road works. Our supply was intermitant and they eventually agreed that there was a dodgy cable somewhere - they replace them back to the junction down the road and still we had not service - after weeks with no proper service I told them where to stick it! Their customer service was a joke - you get passed from pillar to post and have to explain everything to them every time you talked to someone new! Quote Link to comment Share on other sites More sharing options...
Lewis Posted November 1, 2011 Author Share Posted November 1, 2011 They promised us we'd finally have internet on Monday ... we waited in for the engineer to come, he didn't come to the house but went to the exchange and rang us from there, he said we'd never been allocated a line to the house at the exchange?! Basically Virgin have lied to us saying theres a fault on the line and they've fixed the faults, need to do more tests etc ... there hasn't been a line to our house from the exchange since May/June We rang up to cancel and they said they'd get us a line before tomorrow. We rang up complaints and said we weren't paying the £120 bill because we still haven't had any internet yet - they'll give us £30 credit for the last month, which I still don't think is v fair but better than nothing Still waiting... Quote Link to comment Share on other sites More sharing options...
The Dogmother Posted November 1, 2011 Share Posted November 1, 2011 My boss's daughter is a student in Bournemouth and has had the same trouble with another internet supplier. Quote Link to comment Share on other sites More sharing options...
Ziggy Posted November 1, 2011 Share Posted November 1, 2011 I've had nothing but issues with Virgin Media Broadband... we also have sky, and I have given up on the Virgin connection as, despite many talks with their helplines, it just doesn't work... the connection constantly breaks up and is the slowest I've ever had anywhere, whereas my sky connection is quite reliable. The other problem I had with Virgin is that it doesn't let me use my outlook email (it lets me receive email but not send them), which again no one seems able to solve, so really it's been terribly useless! Quote Link to comment Share on other sites More sharing options...
Sam Posted November 1, 2011 Share Posted November 1, 2011 We got rid of sky because their internet is SO slow, but virgin is really fast now. Sky TV was good, Virgin TV is not good, the menus are always freezing and the remote is confusing! Hope you finally get it sorted Lewis! Quote Link to comment Share on other sites More sharing options...
Lewis Posted December 4, 2011 Author Share Posted December 4, 2011 Update... We STILL don't have broadband We were told an engineer would come out on Friday so people made sure they were in and left doors open - noone turned up. We've tried to cancel the contract to move to a different provider but Virgin Media won't let us without paying £69 as we haven't had enough "problem calls"... Have been sending them tweets and facebook messages - they did call me back but just offered us £30 credit as a kind of goodwill ... we just want broadband! I've just fired off some emails to Trading Standards, Watchdog and The Ferret to see if they can help Quote Link to comment Share on other sites More sharing options...
Saronne Posted December 6, 2011 Share Posted December 6, 2011 Oh Lewis! I feel so frustrated for you. There's nothing worse than being fobbed off by a big company who keep telling you different things! I had some trouble with my ISP (Orange) and had to keep ringing them as I had no internet for 10 days. I kept getting transferred to a call centre (an 0845 number!) who kept me on as they tried to talk me through reconnection. My phone bill was big as a result! Eventually got 'net back, but have had more troubles since. Have now cancelled them and am going to BT...hope they're better! Good luck. Don't give up! Saronne x Quote Link to comment Share on other sites More sharing options...
snowberry Posted December 6, 2011 Share Posted December 6, 2011 Can you find out who the CEO is of the company? I had to do that & complain to them personally via email before Talk Talk would refund money that they'd naughtly taken from my bank account after I moved to BT. It got to the point where I started to doubt my own recollection of events as I was passed from piller to post in a continuous loop for 3 months! Why did I move to BT in the first place? Because I'd been very happy when it was Tiscali, & decided that I knew being with TT when they took over would be hassle! Quote Link to comment Share on other sites More sharing options...
snowberry Posted December 6, 2011 Share Posted December 6, 2011 The CEO of Virgin Media is Neil Berkett. neil.berkett@virginmedia.co.uk Quote Link to comment Share on other sites More sharing options...
Lewis Posted December 7, 2011 Author Share Posted December 7, 2011 Thanks Not sure whether to email him or what to say May do actually, can't do any worse than they have already! Wonder if he'll ever read it Quote Link to comment Share on other sites More sharing options...
Lewis Posted December 7, 2011 Author Share Posted December 7, 2011 Had a reply to my strongly worded email! Thank you for your email. I'm really sorry you're unhappy. Neil is currently unable to deal with your complaint personally; however, I've passed your email onto a member of his team and someone will be in contact shortly. Raj Tandon on behalf of Neil Berkett Quote Link to comment Share on other sites More sharing options...
The Dogmother Posted December 7, 2011 Share Posted December 7, 2011 I wouldn't hold yer breath Lewis Quote Link to comment Share on other sites More sharing options...
snowberry Posted December 7, 2011 Share Posted December 7, 2011 It worked for me at Talk Talk; It was passed to an underling who sorted it but didn't offer compensation. Quote Link to comment Share on other sites More sharing options...
Lewis Posted December 8, 2011 Author Share Posted December 8, 2011 Hi Lewis, My name is Neil Holtham, I have tried to contact you today to discuss the e-mail you have sent to Neil Berkett, Virgin Media Chief Executive. Neil has asked that I contact you on his behalf to discuss your issues and see if we can work towards resolving them. Unfortunately I have been unable to speak with you as I have no contact telephone number. When you receive this message, please can you contact me on 0800-052-2182.Ext 61## at your earliest convenience, our office hours are between 9am and 4pm, Monday to Friday. If I am not available please leave a message with one of my colleagues and I will call you straight back. I hope to speak with you soon. Kind Regards, Neil Holtham Chief Executive's Office Hopefully ringing them later after Uni! We'll see what they say Quote Link to comment Share on other sites More sharing options...
Ain't Nobody Here Posted December 8, 2011 Share Posted December 8, 2011 Excellent . Let's hope he doesn't fob you off - you stick to your guns! Quote Link to comment Share on other sites More sharing options...
Saronne Posted January 12, 2012 Share Posted January 12, 2012 Hi Lewis, What's the update on 'tinternet? Quote Link to comment Share on other sites More sharing options...
Lewis Posted January 12, 2012 Author Share Posted January 12, 2012 Hey Its STILL not sorted?! An engineer came out on Wednesday and now said there is a problem with the house - it used to be offices (still office with broadband downstairs) and they've always had internet upstairs, inc until last Summer so how much of this is true I don't know... Not back yet to really know whats going on but just getting annoyed. Can't see how it can take over 5 months to install when thats all they do. We've said we'll try and cancel but the BT engineer said we could just have the same problems with another provider so don't know whats best to do I did email Trading Standards but had no reply apart from their automated "We will reply in X days" Quote Link to comment Share on other sites More sharing options...
