Today was my new installation day. The VM guys got the cable to my property yesterday and my appointment was between 08:00 and 13:00 today. Sat there and waited and guess what - another no show. Phone CS and was told that my new installation date is now 15th May and that I should have been told it was cancelled. Apparently it was cancelled because someone miss understood the message from the engineers saying that the had cleared the blockage and installed the cable and thought that they said it was blocked. Insisted on speaking to a manager as I was not very happy and they had not come back to me about my previous complaint. Spoke to manager who is trying to speak to speak to the manager for installs in my area. I will post back when I know more.

I'm appalled.
And marveling at your patience.

Just in case you've not found it yet, the snail mail address to lodge a formal complaint is:
Complaints,
Virgin Media,
PO Box 333,
Matrix Court,
Swansea.
SA7 9ZJ

My Virgin broadband (via set-top box) stopped working Thursday. I thought it was the usual kind of service problem where I lose the Internet for a day or two (happens every few months).

This was different,. After a few hours of telephone ping-pong between India tech support and customer service in Scotland, I found out that they are switching the systems which hold your accessible packages/services, and that they had somehow disabled my access AND IT WOULD NOT BE POSSIBLE TO RECONNECT UNTIL 5 MAY EARLIEST!!??

Of course there is no letter or other communication from them to advise of potential problems. They did not offer any alternative arrangements either, not even dial-up!

Anyone else heard this or having problems? Are they telling the truth (if they even know what that is)? Virgin aren't normally great, but they usually muddle through. This is insane, however!

Help!!

Might be worth going straight to the top, according to a post today to the VM broadband support newsgroup:

In reply to:

---

The only time anyone ever answered a complaint of mine was when I wrote
to this address

Chief Executive Officer
Virgin Media Investment Holdings Ltd.
NTL House
Bartley Wood Business Park
Hook
Hampshire
RG27 9UP

They responded very quickly and problem was resolved. I wrote loads of
other letters, to addresses I had been given and not once did I get a
response. I called and even used the online e-mail, nothing.

---

(And I think the author is an ex-VM employee!)

Thanks for the information. I am going to ring them today as I thought it would be useless trying over the weekend. I will write a letter detailing my experiences to that address regardless of any resolution and see what comes back. Managed to borrow a 3 3G modem so may have a bit of net access back from today.

Just had a phone call from CS and my new install date is tomorrow 08:00-13:00. Fingers crossed.

When it finally is installed, don't forget to demand reimbursement of the installation charge as a minimum recompense for your trouble - try for a couple of free months..

My cable was due to be installed on a particular day and, sure enough, wasn't. By dint of phoning and complaining (no, they didn't ring me telling me it was cancelled; no, there wasn't a note through the door; no, I wasn't out when they called), it was installed the next day by the engineer who should have come (foreman told him that the foreman would do it) and I demanded and received the installation charge back for my trouble.

Regards,

Felix

Hope it happens this time!

Probably not a bad idea to check your (multiple file or mulit-thread) download speed before the tech leaves you.
If you don't get within 90% of 20Mb, tell the tech to check the modem power levels and the utilization at the UBR.

Well it happened today . I've not got time to do all the tests yet got to go to work. Here's a quick speed test http://www.thinkbroadband.com/speedtest/results/id/12094705805748823186.html

It's true, I'm afraid.
VM are attempting to integrate TW and NTL's customer databases onto a new platform with new tools.
It's a complicated business and it's vital that they get the job done properly before permitting any records to be changed.