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Virgin - no connection - no customer service

Last Monday - 3 September - by adsl suddenly stopped working.

I contacted by supplier Virgin on their premium rate technical service line where I had to run through all these tests - which I kept tryign to tell them I had already run three times myself - but they would not listen.

I was eventually told the technical service dept would look at it and contact me. By Thursday I heard nothign so I rang their 'premium' line again to be told that they did not have sufficient information to proceed with the "error check". I asked to be that someone ring me back to so I knew what was going on. This I was told would happen next morning. Nothing.

I rang on Saturday morning to be told it was with BT wholesale who only work Monday to Friday 9 -5. The person I spoke to said they were workign on Monday so would diary it to follow up and promised to call me by 10 am. Surprise surprise nothing.

I rang back again last night - being a premium rate number I can't ring from work as 09 numbers are blocked. I spoke to an operator who told me that BT now need to visit the house to repair the fault and could only be done between 8-6 - when we are out at work. So 'Can I leave a key with a neighbour?' - the reply came 'I don't know I will check and call you back after 8.30' - I am still waiting.........

This is hardly great customer service or is it a wheeze to rack up the premium line costs. I joined Virgin when it first started and in the early days its customer service was first rate. Maybe this is progress.

Meanwhile I am adsl-less, await a call and will be expecting a rebate on the days I have not had service.

Lostockkid
 
Hi I do understand your position as I am a virgin cable customer and had issues with tech support, which is now offshore the worst move they ever did.
 
It might be worth trying to find out specifically what the fault is and whether or not they can give you some sort of ID number, which could then be used to contact BT directly with avoiding Virgin altogether. It's a long shot but otherwise you're stuck having to go through two levels of different communication.

See if you can arrange it for a day when you’re not working or take a day off, I know it’s not ideal but engineers are busy folk and can’t always cater for the time you want. Don’t forget to review them:

http://www.ispreview.co.uk/review/censura.php?cmd=details&itemid=263
 
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I rang on Saturday morning to be told it was with BT wholesale who only work Monday to Friday 9 -5. The person I spoke to said they were workign on Monday so would diary it to follow up and promised to call me by 10 am. Surprise surprise nothing.

BTW look at faults themselves over the weekends, engineers are not always available on weekends. It depends on your area, I have had only saturday visits for the same reasons, i work during the week. Get Virgin to look into it to see if saturdays are available.

I spoke to an operator who told me that BT now need to visit the house to repair the fault and could only be done between 8-6 - when we are out at work. So 'Can I leave a key with a neighbour?' - the reply came 'I don't know I will check and call you back after 8.30' - I am still waiting.........

The problem here is that since Open reach has been formed BTW have less control, they find it hard to pass on requests to engineers. From my experience this will not be possible to do.

I would try to see if you can get a saturday appointment. HTH
 
I've had a quick look at the virgin website for a postal address you can use so you can put your complaint in writing and maybe get a bit of compensation, however I couldn't find any address so maybe someone else can?
 
If you fail to get help via normal channels PM me and I wil send you a contact to try and get it sorted.
 
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