Virgin - using one cable for more than one residence

[TreacleRabbit]

Hello

We've had a rubbish Virgin service (tv & Internet) for months - the engineer has shown us that when a new person joins (East Dulwich Grove) they have been dividing the one cable, rather than inserting a new cable for each residence. Sometimes they just unplug us and plug in our neighbour. They unplugged us again yesterday 17 Jan as apparently they fixed someone else's on that day!

Is anyone else suffering poor Virgin services or had the same thing? I am asking for a refund or plan to sue them.

?50 a month from each flat and 1 cable!

Argh!

G

[Heart108]

This thread may be of interest:

http://www.eastdulwichforum.co.uk/forum/read.php?5,691135,page=1

[TreacleRabbit]

Thanks for the thread link. I give up with Virgin and am going to end our 'contract'. Think BT might be better.

[first mate]

I always, always complain by going through to sales. Ignore 'phone menu options that put you through to technical support or other complaint based stuff.

It really does not matter who your service provider is, most of them run call centres from India and other far flung places- these deal with technical issues and customer support and you will end up going round and round in 'phone menus, get cut off and even talk to soemone whose english skills are not up to the job. On the other hand, if you want to join the service you'll always get through first time, to bright, chirpy sales teams, based in the UK.

My top tip, always take your complaint to the sales team and demand to speak to a customer service person in the UK. It always works for me.

ISP's grrrr.

[SteveUK1978]

Better is a relative term - we had huge trouble with BT and gave up with them. We have had better service with Vigin.

In my experience - so much depends on who answers the phone at the call centre. If it is someone who knows what they are talking about I think you get to an answer so much quicker.

[teresa]

yes its true that is why i dont use virgin anymore my cable had my next door people on the same cable

[twofourseven]

Have to agree with 'first mate.' Best thing is to call and get the option 'thinking of leaving Virgin Media.' If you end up with an overseas call centre before this then ask to be passed back to the UK. It tends to be the case that when you tell them you are going to leave that they'll pass you through to UK staff anyhow.

Equally, send an email and a written letter. Funnily enough, written correspondence always get an answer. If they split the cable then they are in breach of contract as you are not getting an exclusive service.

[MrCheeky]

also check out the virgin media forums