Installation Day

I'm having my 20Mb broadband installed today. The appointment was confirmed by phone yesterday and it looked like they were checking the cable run to the street cab.

The apointment is for any time between 08:00 and 13:00. (12:30 now and no sign of them)

Going to have to use their wireless router for a few days until my pre N one is returned to me at the weekend. Don't really care to much about trsaffic management as my ADSL line will only go to about 2.4Mb. Anything I should lookout for on the install? What's the first thing I should try with my 20Mb broadband.

Welcome to VM -- you join us in "interesting times"...
(See Phorm, BPI and revised STM.)

In reply to:

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What's the first thing I should try with my 20Mb broadband.

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• Check for broadband problems in your area at http://status2.virginmedia.com/
  
• Disconnect any home networking equipment you have (eg. a router) and only connect directly to the cable modem with a single computer
  
• Close as many applications on your computer as possible, in particular any P2P, streaming or IM programs
  
• Start 2 simultaneous downloads from the VM demo games server plus 2 simultaneous downloads of Zen test files. That's four file downloads happening at once!
  
• Now add up each of the four download speeds to get your accurate download rate.

Then maybe reconnect your router and check your download speeds again.

If the results are less than spectacular, post back here and I'll suggest a host of other checks and hints on contacting Tech Support without (too many) tears!

Yes interesting times indeed. I have been reading up on Phorm, BPI and STM and go into this with my eyes wide open.

No engineer for install yet so I will have to phone them. Network status does not look to good either

Tickets for region : England - London
Ticket Number Status Description Customers Affected Date Modified
690722 Opened
National Issue - Loss of Internet
Broadband Internet
17/04/2008 11:26

690867 Opened
National Issue - Loss of Email
Broadband Internet, Dial Up Internet
17/04/2008 10:53

690521 Updated
N21 ( Enfield )- Loss of Broadband Internet, Digital TV
Broadband Internet, Digital TV
16/04/2008 21:30


Well at this rate looks like I'll be broadbandless come Monday when BT complete my RTD.

In reply to:

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No engineer for install yet so I will have to phone them.
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Well at this rate looks like I'll be broadbandless come Monday when BT complete my RTD.

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If you point out to CS that it's not a good start for a new customer coming over from BT, they ought to get the installation tech to you ASAP. And may offer you a small (�10) credit in compensation.

Good luck!

Just phone CS. They said it was rescheduled to the 25th. I did point out to them that they rung me yesterday and confirmed today. I have been given the install department number.

Time for an arguement.

Quick update. A supervisor claims to have spoken to me yesterday to reschedule. I have now raised a formal complaint.

Edited by gverschoor (Thu 17-Apr-08 14:13:59)

What a dreadful way to treat a new customer!

If you aren't too dispirited enough for one day, I'd recommend you call CS once again and insist on being put through to Retentions -- tell them you're considering canceling your contract before your broadband has even been supplied.

Many people are reportedly given the run-around by CS and only get a satisfactory solution from the usually intelligent and co-operative Retentions staff.

I may just give them a ring but I will wait and see if I get a call back regarding my complaint first (Tuesday at he latest). Thanks.

Yes their installation Dept looks to be a taotal nightmare, A friend of mine has an ongoing installation problem, it now looks like it MIGHT be completed by Saturday - some 11 days AFTER her original appointment. Its been a total farce.

Well I've not received a call from a manager re my official complaint. I must chase them up over that one. New installation date is tomorrow so we'll see if they turn up then.

think Virgin is Bad, my partners grand mother who is almost 80 switched from Virgin to BT because of problems with Virgin, BT came out and said they couldnt connect their phone for some reason the day of her appt and would be back a few days later with what was needed and thats the last she saw of them, its been almost 9 weeks.