matt_p
18-10-2007, 7:30 PM
Having a bit of a broadband nightmare at the moment. Was happily surfing away yesterday morning, when suddenly everything went dead. After exhausting all my usual troubleshooting routines, I called Virgin.
Turns out that while consolidating customer databases, they accidentally set 2000 customers' accounts to disconnect. Me being one of them. The lady said that they'd been given a form to fill in for this, so she took my details down and sent them off to their IT team, telling me I'd be back up in 24 hours.
24 hours later - still nothing. Called up again and was told that 24 hours was actually 24 'business' hours, not 24 real hours. Silly me for misunderstanding :rolleyes:. So, naturally, I asked how many business hours were in a day, because if their IT dept work 8 hour days, then obviously that's 3 days to reconnect. She had no idea. Hmmm.... Anyway, she told me to call back at 3pm if still not connected.
3:30 I called back. This time I was told that reconnect time was actually 48 hours. And that's 48 business hours at that. I explained that I had a technical test link in my hotmail waiting for me, which I need to get done before a job interview tomorrow. They said that they had no way of prioritising, and in fact, apart from submitting forms, they had no way of communicating with the IT dept whatsoever.
Started to get a bit mad, so I spoke to a manager. Explained that I desperately needed internet access, and eventually got a tenner credited to the account. She again reiterated that they had no way of communicating with their IT dept, or any way of escalating any IT issues (don't believe that for one millisecond)
All in all, I'm thoroughly hacked off. They're quick enough to cut you off if you miss a bill, but getting them to reconnect a fully paid up and never in arrears account is seemingly impossible. The fact that this has happened because some DB admin doesn't know how to do their job is totally infuriating.
So, stuck on dial up. Struggled my way through the tech test, but it wasnt exactly 56k friendly. If I don't get the job I'm going to send Virgin a bill for the £25k I missed out on! :devil:
Absolutely useless.
Turns out that while consolidating customer databases, they accidentally set 2000 customers' accounts to disconnect. Me being one of them. The lady said that they'd been given a form to fill in for this, so she took my details down and sent them off to their IT team, telling me I'd be back up in 24 hours.
24 hours later - still nothing. Called up again and was told that 24 hours was actually 24 'business' hours, not 24 real hours. Silly me for misunderstanding :rolleyes:. So, naturally, I asked how many business hours were in a day, because if their IT dept work 8 hour days, then obviously that's 3 days to reconnect. She had no idea. Hmmm.... Anyway, she told me to call back at 3pm if still not connected.
3:30 I called back. This time I was told that reconnect time was actually 48 hours. And that's 48 business hours at that. I explained that I had a technical test link in my hotmail waiting for me, which I need to get done before a job interview tomorrow. They said that they had no way of prioritising, and in fact, apart from submitting forms, they had no way of communicating with the IT dept whatsoever.
Started to get a bit mad, so I spoke to a manager. Explained that I desperately needed internet access, and eventually got a tenner credited to the account. She again reiterated that they had no way of communicating with their IT dept, or any way of escalating any IT issues (don't believe that for one millisecond)
All in all, I'm thoroughly hacked off. They're quick enough to cut you off if you miss a bill, but getting them to reconnect a fully paid up and never in arrears account is seemingly impossible. The fact that this has happened because some DB admin doesn't know how to do their job is totally infuriating.
So, stuck on dial up. Struggled my way through the tech test, but it wasnt exactly 56k friendly. If I don't get the job I'm going to send Virgin a bill for the £25k I missed out on! :devil:
Absolutely useless.