Fed Up With Virgin

M

MERC4

Guest
Over the last few months I'm fed up with problems with Virgin media. Sound squeeking, picture blocking, freezing, V+ box locking up, red button not working etc.
Phoned customer services to cancel and change to Sky, because of the latest problem. Sound dropouts every minute or so.
I was talked to in a rather hostile manner and told, if I wanted to cancel I would have to pay ten months fees in advance. As I had taken out a VIP subscription a couple of months ago !
The only way they would cancel immediately was, that they send out an engineer and if he could not cure the fault, they would agree !

Seems strange that when I phoned them about a month ago to complain about the sound dropouts, I was told, "It would be a waste of time sending out an engineer. Even a simple re-format would not work. As the problem was a known issue. It was a problem with incompatability between the V+ box and downloaded software".

I am awaiting engineer next week !! :suicide:
 

Parmenion62

Active Member
I feel for you mate. When Virgin took over I really thought things would get better - more HD - better Service etc. Unfortunately things have got worse - less HD - more problems with V+ box and no sky one. Also cold calls from Virgin employees for things you dont want. Not impressed. Thinking of going back to digital service and putting two fingers up to all this commercialism.
 

Decadent Fool

Novice Member
Come on Parmenion62, surely we've had enough Virgin bashing (for want of a better expression)? :)

For every bad impression of Virgin there is a good one as well and I can't help thinking the whole thing has been done to death, unless you have specific issues like the op. :)

Just my opinion
 

ScottBT

Novice Member
I got some picture tearing last night and the box reset 3 times when I was browsing through the Film On Demand. :nono:
 

Parmenion62

Active Member
Problems: rebooting during recordings and sound drops during recordings that take the enjoyment out of viewing the recorded programme - does this make it a useful PVR? - I think not. So what is V+ good at - not as a PVR and certainly not as a HD service. The only redeeming features at the moment are the on demand stuff and the occassinal 1 p movie.
 

akane_1984

Well-known Member
I had to ring faults today for folks we had engineer out last week cause STB silver box was locking up nearly every morning ,got replaced with pace box and since it came in no freezes but old blue guide is dead slow and some channels are coming up without any sound or video!

so woman at faults said within next two hours box will be updated i don't know sounded like I was through to india so won't hold my breath. not happy so far with level of service. getting terrible tearing with my silver box too at times channels become unwatchable.
 

Decadent Fool

Novice Member
Problems: rebooting during recordings and sound drops during recordings that take the enjoyment out of viewing the recorded programme
On every box sent out the factory? No

On most? No

I have had 1 problem with mine in the last 9 months, fixed straight away. How many replacements have you had?
 

akane_1984

Well-known Member
On every box sent out the factory? No

On most? No

I have had 1 problem with mine in the last 9 months, fixed straight away. How many replacements have you had?
I don't think any of us can speak for how many boxes are affected with problems but we are all entitled to voice our complaints. there are no numbers to how many boxes have problems but at least here we can post and keep people informed of whats going on.

I'll be asking for engineer to come out AGAIN if problems continue here.
 
Over the last few months I'm fed up with problems with Virgin media. Sound squeeking, picture blocking, freezing, V+ box locking up, red button not working etc.
Phoned customer services to cancel and change to Sky, because of the latest problem. Sound dropouts every minute or so.
I was talked to in a rather hostile manner and told, if I wanted to cancel I would have to pay ten months fees in advance. As I had taken out a VIP subscription a couple of months ago !
The only way they would cancel immediately was, that they send out an engineer and if he could not cure the fault, they would agree !

Seems strange that when I phoned them about a month ago to complain about the sound dropouts, I was told, "It would be a waste of time sending out an engineer. Even a simple re-format would not work. As the problem was a known issue. It was a problem with incompatability between the V+ box and downloaded software".

I am awaiting engineer next week !! :suicide:

If it was me and I was unhappy with the service, they would have to sort it in 24 hours or I would be sending them a letter saying our agreement has been terminated, the direct debit has been cancelled and you can pick up the peices via the legal system if you like. Never mind ten months my arse, and especially if I didnt like the way they spoke to me! Pah!
As it is, I dont have cause for complaint at the moment.
 

Newton's Ring

Novice Member
If it was me and I was unhappy with the service, they would have to sort it in 24 hours or I would be sending them a letter saying our agreement has been terminated, the direct debit has been cancelled and you can pick up the peices via the legal system if you like. Never mind ten months my arse, and especially if I didnt like the way they spoke to me! Pah!
As it is, I dont have cause for complaint at the moment.
I agree; but I know from experience that if you cancel a direct debit in anger, it can affect your credit rating.
 

Buttles

Member
Been waiting in all day for my V+ box. Supposed to be between 12 and 6. Called CS at 4.30 just to check and was told, after she checked with installation team, that I was the last install and they would be here in an hour.

Spoke to CS again at 7.00 (after 30 min wait) and was told that they probably wouldn't come out now and to call again tomorrow to arrange another time!

He did acknowledge that it wasn't right and that I could be due a free install and a £10 credit on my account. I pointed out that the install was free and he said the credit would be £20. When I call again tomorrow or Monday I'm sure I be able to make it considerably more!
 

t11rmh

Novice Member
I'm quite happy with my VM service. Paying less and getting a whole lot more. Just posting this for some balance like.....
 

akane_1984

Well-known Member
Yeah, fair point, but I just couldn't see the mileage in going over virgin bashing again
Yeah maybe there should be some form of sticky thread for complaints & faults. . I lost the rag yesterday on phone two times I was onto faults two indian ladies, first told me she would send signal down to update both STB boxes as some channels were appearing black, so half way through football upstairs box went off then came back on again and channels that had been black were back. . . .

went downstairs to check other all channels except 1-5 were unsubscribled!!! so rang again second indian lady goes over same script as before check your card, unplug this unplug that, eventually she told me she would send signal to box waited all saturday night and checked again this morning downstairs box still doesn't show channels we are paying for! :devil:
 

ShirleyG

Novice Member
I have virginmedia internet, TV and phone. I have spent hours this month reporting the faults, due to the length of time on hold. When problems started I thought it was teething problems of the upgrades but everything is getting worse.
I lost all TV channels today, they are back on after much switching off and on and card removing . TV on demand has been off all month "area fault". The guide which used to be a 3 day one with a diary you could use to plan your viewing is on a good day a 12 hour one with no diary. Often it does not work at all. This is after being without a guide for 2 or 3 week while it was "upgraded". These seem comparatively mild complaints I know, but my experience of the broadband connection is making me intolerant.
Problems with the broadband started with occasional losses of service. This became more frequent. Despite numerous calls to tech support and an engineers visit the connection is now more or less permanently off before midnight and after 7am.
I am sick of the messages and tune on the support line. Average time on hold is about half an hour. On one occasion it took over one and a half hours thanks to their switchboard faults. When they decide to send an engineer it's a 1 week wait. I'm thinking of switching to sky.
 

Decadent Fool

Novice Member
Next time, I'd go straight through to retentions - explain the situation and ask for a months money back and problems to be solved, or you're cancelling.
 

akane_1984

Well-known Member
lol Engineer didn't turn up today, so rang retentions woman tells me there is database problem in Belfast she can't see my details so we both assume that the appointment has fallen down a hole.

anyways I tell her about problems with all channels saying unsubscribled and that general service since upgrading has been poor, she gave me direct number told me to ring back next few days and when database is up to ask for her and she will sort problems out and refund any calls etc. I wish the Virgin service could match the quality of service you get from retentions dept only part of Virgin that seems to have there heads screwed on, she did have good laugh with me when I mentioned i rang faults twice saturday, she basically told me not to bother with that dept as its just an indian call centre lol
 
M

MERC4

Guest
Engineer came today. Looked at the TV, listened to the sound dropouts.
Said I should move to Sky :rotfl: :rotfl:
 

Bermondsey

Standard Member
Engineer came today. Looked at the TV, listened to the sound dropouts.
Said I should move to Sky :rotfl: :rotfl:
You could be unlucky if you did though. There is a looong thread on this in at least one of the Sky forums. They are having similar problems with Sky+. Anyway, hope you get it sorted soon. I never have a problem with my V+ these days.
 
M

MERC4

Guest
Had that many problems, will risk it
Dont want to leave, but I really have had enough.
Cost does not come into it. I have not even asked for a better deal or a reduction. Just want out. :suicide:
 

Bermondsey

Standard Member
Had that many problems, will risk it
Dont want to leave, but I really have had enough.
Cost does not come into it. I have not even asked for a better deal or a reduction. Just want out. :suicide:
I dont blame you. In your position I would do the same. I've switched between Sky and cable a few times now. Just pointing out that Sky isn't always problem free either.
 
M

MERC4

Guest
I don't expect SKY to be perfect.
But just had enough !
If the BBC had 10% of the picture and sound problems of Virgin. There would be HELL to play :thumbsdow
 

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