VIRGIN BASTARD MEDIA.

[Justmuddlingalong]

17 days and counting trying to sort out an upgrade order for TV BB and phone. Why do we have to chase up problems? Why do they never actually sort out the problem. Why is it impossible to escalate your complaint and speak to someone who will do something productive. Why do they advertise services when they can't fulfill them. Why are they so shite in general. Paranoia is setting in here, thinking they must just be taking the piss because surely nobody's so oblivious to how bad their service has been and yet they offer you a tenner off your bill as a "gesture of goodwill" rather that sorting it out or putting you in contact with someone who actually bastarding will. 🤯

Just got off the phone to them. The customer service woman was arguing with me
I rang them because they were going to charge me for December and January. I’m actually due money back. Was told to dispose of the equipment myself. Erm, ‘no. You send me a bag and you can dispose of your Virgin Media equipment’.

Well, my BT update is DH emailed the CEO Office as planned. Response the following morning along with several follow up calls explaining what was happening now.
A specialist engineer is coming out on Friday.

I absolutely recommend emailing the CEO of any company you're struggling with. Details for many can be found here:

www.ceoemail.com

I am not going to repeat the whole sorry saga here, but suffice to say that having had cable since it was first installed in this area about 26 years ago, and having no issues with any of the numerous companies that kept on buying each other out, within six months of Virgin getting hold of it we had switched away from them to Sky and BT. And it cost us £700 to leave them as they refused to accept there was a system failure that had led to a massive and ridiculous bill. Sadly, due to dh job in finance, we were not in a position to continue to fight them as they threatened to put a default on his credit record.
My hatred of Virgin is such that I won't use any of their companies. They are a disgrace.

Hows it going OP?
My final BT update is we are fixed. Specialist engineer turned up yesterday morning, spotted the problem almost immediately and sorted it. We had a call from the CEO office after lunch to check all was good and they have given us 2 months free for the disruption.

Hopefully you're sorted now?

@Fuss

Well, my BT update is DH emailed the CEO Office as planned. Response the following morning along with several follow up calls explaining what was happening now. A specialist engineer is coming out on Friday.

I absolutely recommend emailing the CEO of any company you're struggling with. Details for many can be found here:

www.ceoemail.com

Thank you. Our BT line is crackly. We paid for a decent package yet with all 4 of us at home (2 adults Wfh and 2 teens who Wfh frequently due to Covid cases in school) the broadband can't handle it.

@Fuss can you tell me more about the 'log of data' your DH sent to BT? I'm not sure how to show them how frequently and when our speeds are slow or when it drops out etc.

[quote middleager]**@Fuss can you tell me more about the 'log of data' your DH sent to BT? I'm not sure how to show them how frequently and when our speeds are slow or when it drops out etc.[/quote]
Our issue was mostly upload speed. We took readings using this site:

testmy.net

We found the ookla/BT site to be less accurate than testy. We took readings hourly both through the wifi and with a wired connection directly into the box. It showed that through both we never had more than a few KB's upload speed. Did that over a week and sent them the lot. DH had also looked at something that told him when it dropped out but I'm not sure how he did that possibly through a log in the router.

Thanks @Fuss
Will investigate. Glad you got it sorted. Dreading the first week in January when all four of us will be working from home again.

When the service works, they are very good. But getting them to fix something, they are a shower of shite. We were lied to on a weekly basis for 6 months. We are currently 9 months into chasing the rest of our part paid "automatic" loss of service (fucking joke!!) Credit. CISAS and ombudsman are dealing with it now.

We were with Virgin when we moved house - absolute cock up from start to finish. Culminating in work being done outside our house and our cabling being cut. Lost all our service and had to call engineer out to investigate. Four days later engineer arrives and finds out cable has been cut. books urgent appointment to get team out to relay cable. Stay in for appointment and no one turns up - ring virgin to find out appointment never got made. Had to make further appointment both for someone to come and check the problem was definitely cable (he was here 30 seconds) and then wait in again for engineer. Again no one arrives - ring again and get told oh we tried to contact you to re-arrange. On the landline that doesn't work because the FRIGGIN CABLE HAS BEEN CUT!!!!!!
Eventually we get an engineer out who manages to piggyback on next doors old cabling so we can at least have tv and internet back (fortunately we had managed to get free views for basic channels or were tethering tablets to our phones for mobile data). takes another six weeks for engineer to come and re-lay cable. Again told we need to be in for appointment. Engineer comes, fixes and leaves and we have no idea he has been until text comes asking us to rate their service now its all fixed.
I complained via twitter (tagging in richard branson and sky) and managed to get two months free service plus reduced package for a further two months if I accepted the matter was now dealt with.
Second our contract was up we debunked back to sky

6 weeks to lay a new cable, that would have been amazing, they took 3 months for us. No service at all in that time. We only got it fixed after threat of legal action.

Did you ever get any joy Op

I've actually had it with these twunts. Awful company.