This month ive had nothnk but problems with my Internet, Telephone, & TV services with Virgin.
Last week i spoke to a Tech guy told him my internet has been slow for 2 weeks, reason i didnt ring and report it,was coz i had a feeling there may of been some techincal issues in may area, The guy check the system and guess what i was right.
After being on the phone for like 20-mins (25p per min call rate) and running loads of tests with my wireless router on and off, we still didnt resolve much, he told me to leave it untill Tuesday (1st April-No fucking falls joke here) which i did, Tuesday came, rang them and gave them the REF number and spoke to yet another TECH guy, told him the story, to which i tol the guy a few day befor, Internet is slow and download are a joke.
This tech guy kepted me on the phone for over 20-mins 25p per min £5. Still not solved issue, he had to call me back as it 's a rule with virgin if not resolved within 20-mins they have to call you back.... He called back with 1 min and we did more checking on system, still bad connection dont know why.??? Last result download a TCPoptimizer tool ,which i did, got things running a slight better. Got refuned on call,(If problem not resolved and they think it's there error they have to refunds costs)
Yesterday Wednesday 3rd April. Rather bad connections on internet again.. download speeds 4-40kbs fluttering like shit.
Rang them up gain. They said sorry there is a problem in your area today pleas e give it 24 hour for the tech guys resolve problem. Now thing is i also had Problems with TV and Telephone. (2 times a tech guy came out to fix my phoneline. (Thats iis ok now) Tech guy came today to fix the freezeing on my TV today Thursday 4th. i ask if he could fix my internet while he was here. SORRY mate he said im not trianed to fix internet connections.. (GRRRR_ look i said im pissed off with this shit look at my internet speeds, showed him a speedtest.. (mmm he said, best you ring up the tech guys again. he left.
I rang the tech guys again 5th time. told them the problem again.. They send a ping down my line, ok should be ok now if not call back. 2 hours later, my internet was so shit my downloads was 4kbs, my speed was 148kbs (now i'm ment to be on a 2 MBT connection.) i had to call them again.. 6th time. Sorry sir there is still a issue in your area please allow 24-48 hours for them to resolve the issue, if it dont get better by weekend please call us back <GRRRRRR again. look m8 i said these calls are costing me money i want the call cost credited back to my account...Which he did.
Ok im realy pissed off now.. (what a long story.lol) Dont worry nearly finishes, gets better now.
I ring up customer support. i moaned and growned at them. Im very sorry sir i'll credit ya £18 (this month internet fee ) back to your account. ok good thanks, also please can you credit my call costs back, yes sir one moement.. ok 1 has been credited already but will do the rest now. Ok done. sorry for your trouble please call tech guys back if you require more help.;
8pm now im realy pissed. webpages dont load. cant do shit. i ring tech guys again. More tests, ok site i send ping again maybe your modem didnt rest when we last done it. Ok working now i told them bit fater, D/L now 140kbs but it 's ment to be 230-350 kbs. Yes sir but there is issues in your area it may be sorted soon;..please give 24-hours wait time.
8:30pm. Opps forgot to ask for call credit back... i ring up Customer service again.. Hi been haivng loads of probs with my services, just been onto TEC guys again 8th time, can you refuns call costs.. YEs sir, will do that right away.
done... Ok mr Morgans all credit is sorted.. can i offer you a FREE upgrade. Normaly cost £35 for upto 20-mbt connection we well upgrade your connection from 2-meg to 20-meg for just 5p (YES 5p per month extra costs) your bill will show it being £35 but you still be charged your normal £18:00 + 5p for this upgrade, but a -(minus Credit of £18 will show on yoor bill, so £35-£18 = £18.05p roughtly... Ok tell me that again 5p for a upgrade to upto 20mbt connection ,is this real.. (yes sir.). ok i have it, but please send me writen conformation on this that i wont be charged more than the 5p for the upgrade. ok wil ldo that for you sir.. (why you offering me this upgrad. i ask) he replys. coz your a customer for such a long time were doing special upgrade deals, and it only lasts for this month, if you dont take it now it wont be avalible next month. Mmmm ok yes upgrade me.
Neary finished...lol (should write a book on Virgin Internet issues.lol) Ok he sends a ping throgh my system i check my internet.. not 146kbs, not even 2mbts... wow 10 mbts .. yes sir and the best to come...we will send you a NEW FREE Modem and well also send you a FREE NEW Wireless router for you to use, i will order it now and you should have them within 3-5 days,via post...(hang on did you say FREE, i dont pay for it...) NO coz your paying the rental FEE, its a upgrade package, if you dont have these then you cant get upto the full 20mbts on that old modem your using... OK sendme them , (i will processing them now)
Anythink else i can help you with. Nopethat all thanks. thanks for the upgrade..(your welcome--i send you information on the costs in the post soon,., take my details if you need furture help) ok thanks i said and put the phone down
NOw the Ending .lol
This realy has pissed me off this internet this month and i recon it would of cost me around £25 -£35 in call costs, they had better refunded me these costs, will find out in next months bill.. But im glad i kepted rining up customer support, why they didnt offerme it the first couple of times i dont know, maybe this guy felt sorry for me and wanted to help me out with a 5p upgrade (60p for the year) to a upto 20-mbt connection.??? ive done some speed tests and ive been getting differn speeds, 2-mbts upto 18mbts, download speeds 1.5mbs sometimes more..
Last speed test was 12mbts.
Anyone else with virgin getting these problems, if so contact them and maon like hell, then ring up customer support and ask about he upgrade options......... Modem and router must be worth somethink, even if i dont use them whick i will coz i think the max this moden can do is 8 meg tho i just got 12meg, but it's not steady connections.
What ya think guys.??
Steve
