VIrgin Media
Posted: Fri Jun 25, 2010 3:35 pm
After using Sky for 25 years I recently decided to change to Virgin Media. The reason for this was that they deliver their service by cable rather than satellite and as such I should have received a better picture. Well one will never know. I signed up in April and still have no service. I have had nine sets of people to this house, most requiring that I sit in most of the day. Each set of workmen do a part of a job and then pass the buck onto another team. The bottom line was that the original team installed the wrong cable. After waiting two months I was suddenly left without any service and was told they would be back in two weeks - after the World Cup had finished and mid way through Wimbledon. You would think they would understand why I was cross.
The there is the small matter of having to continually phone them, on the high priced telephone number I might add, and in all the calls, more than15 logged, I was NEVER passed to a manger once. I was promised calls and then did not receive them. After writing a firm letter of complaint I finally got a return call from one of the Complaints Team, not a manager you understand, who promised all manner of things and arranged another call out.
The abridged version is that they refused to unmount the televisions from the wall and the forgot to leave the HD cables for the sets. Another call and then a week until the leads arrived. Andrew Mathieson then told me to get in the original person who had mounted the TVs and get him to connect the HD cables and re-tune the sets and that I should then send the bill in.
I was then passed to someone in the installation team who arrived another visit - they came and couldn't do the work, it needed the construction team. They told me another two weeks. I rang back Mr Norton, the installations man who said he would follow it through - Nothing and then Nothing. I then wrote another letter and submitted the bill from the sound and audio company. Guess who rang - Mr Mathieson who said that Mr Norton swore he followed it through and he was not sure what had happened but someone would definitely come out soon. It was at this point that he mentioned that actually he wasn't go to pay the sound and audio man, what he meant was that they would credit the account. He might have meant it but he had failed to state it at any time and I told him so. He apologised but stuck firm saying "we're not a bank"!!
I asked how he could credit my account when i didn't owe anything!
The next set of workmen turned up without an appointment, changed the cable but failed to connect the system back up, it needed a special tool and someone would come in half-an-hour - that was more than a week ago.
Please believe me when I say this was the abridged version. I have now officially cancelled the service. Virgin Media must be bleeding money - not one of these workmen were fully trained, in fact the first two were young boys who spent most of the time on their mobiles moaning because it was a long job. These are the same two who connected the wrong cable - Why does that not surprise me. My front lawn has been dug up and there is thick cable travelling the length of the drive - very scenic
I have since learned from several other people that similar events have happened to them .... so a word of warning - do NOT be tempted to sign up for this service unless you have the patience of Job and don't need it in service until the next World Cup
The there is the small matter of having to continually phone them, on the high priced telephone number I might add, and in all the calls, more than15 logged, I was NEVER passed to a manger once. I was promised calls and then did not receive them. After writing a firm letter of complaint I finally got a return call from one of the Complaints Team, not a manager you understand, who promised all manner of things and arranged another call out.
The abridged version is that they refused to unmount the televisions from the wall and the forgot to leave the HD cables for the sets. Another call and then a week until the leads arrived. Andrew Mathieson then told me to get in the original person who had mounted the TVs and get him to connect the HD cables and re-tune the sets and that I should then send the bill in.
I was then passed to someone in the installation team who arrived another visit - they came and couldn't do the work, it needed the construction team. They told me another two weeks. I rang back Mr Norton, the installations man who said he would follow it through - Nothing and then Nothing. I then wrote another letter and submitted the bill from the sound and audio company. Guess who rang - Mr Mathieson who said that Mr Norton swore he followed it through and he was not sure what had happened but someone would definitely come out soon. It was at this point that he mentioned that actually he wasn't go to pay the sound and audio man, what he meant was that they would credit the account. He might have meant it but he had failed to state it at any time and I told him so. He apologised but stuck firm saying "we're not a bank"!!
I asked how he could credit my account when i didn't owe anything!
The next set of workmen turned up without an appointment, changed the cable but failed to connect the system back up, it needed a special tool and someone would come in half-an-hour - that was more than a week ago.
Please believe me when I say this was the abridged version. I have now officially cancelled the service. Virgin Media must be bleeding money - not one of these workmen were fully trained, in fact the first two were young boys who spent most of the time on their mobiles moaning because it was a long job. These are the same two who connected the wrong cable - Why does that not surprise me. My front lawn has been dug up and there is thick cable travelling the length of the drive - very scenic
I have since learned from several other people that similar events have happened to them .... so a word of warning - do NOT be tempted to sign up for this service unless you have the patience of Job and don't need it in service until the next World Cup
