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Virgin.net ADSL Broadband - Appauling/Terrible

I have never felt so angry about anything in years. This brand has a licence to print money whilst ripping off the honest hard working members of the UK community. Their broadband service and customer relations is at best - appauling !!!!

Almost 3 weeks ago I took the decision to move from NTL adsl 1 meg service to the virgin up to 8 meg service, I placed the order and waited, and waited and waited. I recieved no correspondance, no welcome pack, nothing. Then last Friday at 2.30 the ntlworld broadband disconnects. I rang virgin to see if it was them. Yes it is they said your service is now live. I inputted the required username and password and nothing happened. I had a flashing adsl light on the modem. Clearly it was virgin as the problem started the moment they switched on.

As suggested by the virgin technical help team I did the various checks as suggested (swap filters, remove extensions, try test socket, try another modem) still I had a flashing adsl light. After numerous phone calls at 25p per minute lasting up to 15 minutes a time they said they would get BT to look into it, by this time it was late saturday evening.

On monday afternoon I got a phonecall from virgin saying BT had detected and rectified a fault and I could now start browsing. Initially everything was fine but by the evening the broadband was running as slow as dial up and at times not running at all with pages taking minutes to load and even timing out. After 2 phonecalls I went to bed safe in the knowledge that virgin were onto it and all would be well in the morning.

On Tuesday Morning all ran well. Tuesday evening and the same problem arose. Slow to non existant broadband coupled with sevral disconnections. The internet was unusable most of the night. 3 more phonecalls to virgin and I was told to do all the test again I had done on Saturday. Recheck the modem, test sockete etc etc etc etc etc !!!!. Totally hacked off I went to bed.

Wednesday the same thing happened. 3 more phonecalls to techie help to be given a whole list of excuses. They even blaimed my central heating. Eventually I was asked to do speedtests and phone back. due to the slow to non existant broadband the speedtest page wouldnt load. Techie help told me to keep connecting and disconnecting untill I got something that worked then take a reading. Obviously this did not work. I went to bed totally peed off.

Thursday Same problem. Fast in the morning slow to non existant on a night time. several more phone calls to techie help. 1 of the assistants accused me of lieing. The third admitted it was a virgin fault and said he would put it in the notes. He suggested I contact the customer relations department and ask them to cancel the contract and reimburse the expense of the phone calls. After being on hold for 30 mins I got through to a customer relations person - or so I thought. Im just taking the overflow calls the girl said, ill get someone to ring you back tomorrow.

Friday same problem. No phone call. I rang customer relations and the guy said it was in the notes for someone to call back but he couldnt explain why this hadnt happened. I told him what the techie help guy had said about the problem being virgins system and asked for cancellation and a refund for phonecalls made. We have no record of the technical help department admitting blaim he said, I cant cancel your contratc as that is not our department and we will not refund anything as you cant prove the problem lies with us.

I am now stuck with broadband that only works when I am at home. I estimate I have made upwards of £30's worth of calls to get the problem rectified. I am no nearer to having the service I am paying now than I was last week.

What to do ?
 
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