Considering cable- queries

I�m considering cable broadband. Two questions about Virgin Media:

1. Where is tech support based?
2. What is the quality of support?

1 uk and india
2 varies from poor to adequate

Thanks.

What percentage is in the UK?

Although i cant vouch this for everybody i personally find that if i ring between 9am and 5pm i always get UK 5pm-6pm even mix 6pm-10pm nearly always Indian.

Ash

That's useful info. Thanks

For what it's worth, I've only needed to call Tech Support for 3 times for 2 issues.

All times was answered by an offshore Helpdesk, and both times the person on the end of the phone was able to, they resolved the issue on the spot. The other time my modem wouldn;t even sync so remote help was not available to them - so booked engineer for the next working day and have me £15 refund for loss of service.

That's worth a lot, thanks

I have good tech support with IDNet but, of course, it's a BT product. We are getting nowhere troubleshooting my current sync issue. Unless BT detect a fault (remotely) an enginneer will cost me £230 + VAT. If a fault is found and fixed I get £95 + VAT back. I've already spent money on a new router to troublesoot the problem. I've loved my years with IDNet but I can't afford to throw good money after bad because of BT.

EDIT: I have just viewed your download speed result. I don't know how I'll get rid of my green complexion before this evening.

Edited by ARD (Fri 25-Mar-11 15:25:14)

Im going to miss the speed terribly when we move to sky next month im counting down the days left of the speed lol 25 days left one good thing about virgin media is if you do have to have an engineer out its only £30 ive never personally had to have one but ive had 2 friends who have and both confirmed it was £30 so if in the unlikely situation you ever do need one at least it wont brake the bank lol.

Ash

I assume you're moving house (?) What happens if a customer moves during the contract period and the new property is not in a cabled area.

No im not moving house but my mum got a deal with sky which includes sky multi room with 5 mixes phone rental with E/W calls and sky BB unlimited for less than shes currently paying virgin media for broadband and weekend phone lol so i didn't have much of a choice lol but i have got tv in my room out of it so i dont complain too much lol and if you are still in contract and move out of the cable area they usually put you on there [censored] ADSL service.

Ash

You either transfer to their "national" service (ADSL) or pay your way out of the contract.


Sounds like I was in the same situation - BT slowly destroyed my line (despite never admitting even touching it) and my ISP who have a very good reputation in dealing with BT, struggled to sort it, so I swapped to get rid of BT and I was very happy.

I'm moving house shortly, back to BT line and a [censored] one at that, with no hope of VM or FTTC or anything

Is there no descent LLU providers at the exchange E.G. sky or BE there

Ash

Ah mothers! What would we do without 'em

Thanks, again. If I did move within the contract I could put up with Virgin ADSL option before changing to an LLU provider. It would only be 3 months at most.

lol thats ok then but yes in the long run virgin ADSL isent a good option lol its worse than BT broadband lol and yes mothers indeed lol oddly enough we was goin to upgrade to 100meg in June when it becomes available but ironically in the end we've ended up downgrading to a 10meg connection lol.

In reply to a post by acpsd775:

Is there no descent LLU providers at the exchange E.G. sky or BE there

Ash

Yeah, I'm going back to AAISP using a BE line, standard ADSL RAG status says maybe 1Mb, no to 2Mb, but they are estimating 3Mb on ADSL2+

oh dear thought it was hard for me having to go on 10meg lol i feel for you

Ash

dont worry too much, if you find yourself needing tech support and it becomes a nightmare there is the CEO office as an option and a dedicated uk twitter team. Both the 2 latter methods are 100% uk.