09 December at 19:41
QUOTE I asked for an upgrade to 50Mb from 20Mb at the beginning of November 2010. Your installer came as agreed on 30/11/2010 and installed the required new modem, telling me that the new wireless router would arrive in a few days. Nothing happened so I rang 0845 454 1111 to ask why. After being transferred around various departments I was told on 6/11/2010 that that the router would be delivered on 8/11/2010 and advised to stay in. What arrived was just the USB stick with no sign of the router. I rang again and after being bounced around departments I was told categorically that the router would arrive 9/11/2011. By 1600 nothing had arrived so I phoned 0845 454 1111 gain and eventually advised to call the delivery firm at 0871 9770800. The delivery firm convinced me that they has collected and delivered what had been required. Called Virgin again and established that I should have bee sent a hub i.e. combined modem & router rather than the two separate devices that your installation engineer had assumed.Subsequent calls told me the the best Virgin could do was to send out the hub to arrive on Monday 13 December 2010.
My complaint is about the cost of the phone calls I’ve had to make to 0845 and 0871 numbers, the poor service I’ve received and the amount of time I’ve had to spend at – Monday will be the third working day that I have had to stay in. The non-competence of your staff has so far cost me three working days, please send me your billing address so that I may invoice you for 3 lost working days. To add salt to the wound, my speedtest.net measured speed has degraded from the 19Mb I was getting to this week’s lowly 6Mb so I also seek compensation for the reduction of service from 20Mb to 10Mb; it would appear that I have now been reverted to the basic broadband contract. UNQUOTE
David Edwards 09 December at 20:35
it gets worse… QUOTE further to”Your Installation Complaint Ref 30141388 (KMM570877″, I have just checked my account status and it would appear that you are charging me for the installation and for the as yet non-existent hub despite the fact that I was assured that all this was included in the upgrade – please clarify UNQUOTE
And so it goes on and on, next bulletin to be posted on Monday, won’t be holding my breath through the weekend…