If you didn’t believe me the first time when i said Virgin Media Sucks. You might just change your mind after reading this latest post.
This whole event took place over a 35 hour period. It started on the 11th of March at 9am. And ended at 8pm on the 12th of March.
I called up regarding my slow Internet on the 11th of march quite early in the day. Me and a guy named Dan ran through some tests and both of us agreed that my speeds weren’t right. He promptly booked a Virgin Media engineer to come round and take a look. The Engineer arrived the same day. At around 3pm.
Again we ran through tests and he called his boss and got his boss to help him through yet more test procedures on the computer.
After about 30 Min’s running these tests with the engineer, he told me there was nothing else he could do. Said he needed his manager to come round with a laptop that can test all kinds of funky stuff. I was asked when i would like the manager to call me back as he was unavailable at that time.
I sat and thought and decided that 9am the following morning(March the 12th) was the best way to deal with this. At least that way i had all day to try and sort it out if things didn’t turn out as planned.
Shame i didn’t realize that it really would take the whole of the next day to get things sorted. Read on to find out the craziness that is Virgin Medias customer support.
So 9am rolled around and the day looked not to bad. Weather wasn’t exactly great but hey i only had to wait for the manager to ring me back right? Wrong…. Dead wrong! He didn’t call at 9. In fact he hadn’t called by 9:30 am so i chased up the call by ringing tech support.
Spoke to a guy named Lee, Lee was alright really. He chased up the manager that should of called me and actually managed to locate him. The manager that was supposed to call me, Was actually in a complaints meeting! Lee said the manager would ring me by 11am as his meeting would of finished by then.
11:05 rolled around and still no call. So i called back. This time i was talking to a guy in Broadband tech support named Michael Bradley. Now this guy seemed clueless and other tech support people said that Michael didn’t know what he was talking about.
Michael says that the speed test which has the same results as yesterday is normal and we wouldn’t be able to get 20 mbps anyway. even though that’s what advertised.
He says a technician shouldn’t of been booked and the speed is normal.
He also said that the engineers/technicians. Aren’t even trained to test for things like this. They are only trained to fit modems and change boxes. As well as run wires around the building.
Mike blamed a few things for my slow Internet. (Even though he didn’t have any idea how my connection was and didn’t run through tests.) One of the things he blamed was the fact i am using Windows XP. When i told Mike i had already run the TCP optimizer that the engineer told me to run and edit my settings. He quickly changed his tune.
Which if true means that i wasted over 24 hours of my time and didn’t go and get jobs done because someone in the dept didn’t inform me of this yesterday whilst i was calling.
Still no sign of the manager ringing me back.
Michael says that all the previous people i have spoken to are wrong. and that there is nothing wrong.
