I have had a problem with Virgin media for the last 3 years, must be some sort of record, the problem is exasperated due to the Indian call centre either can’t or won’t check my problem history before diving straight into the standard troubleshooting script, and end by either saying it’s a problem in the area or a fault with the modem the first one is closer to the truth but now I know the Indian call never had access to the information and was simply fobbing me off.
Two months ago while off work I reported the problem and luckily managed to get to talk to someone (who I will refer to as Kim) who knew exactly what the fault was but could not tell me how long it would take to fix it but said it would be worth while ringing back in July for an update. Apparently there is an intermittent fault with some cables in the road but they can’t fix it until they gain planning permission to dig up the road. I asked why the Indian call centre couldn’t have told me about this but unfortunately she didn’t know.
Today I have decided to create a blog on the issue in the hopes that eventually I will have logged enough information to pressure Virgin Media into fixing my problems.
Tonight at 7:15 I rang virgin media, got routed to India and went through the same painful exercise, during the diagnostics process I asked the call operator to check my notes several times which I am sure he didn’t and after 30 minutes got my case escalated so a supervisor, she neither wouldn’t check my history and after 5 minutes talking to her technical department concluded it must be a fault with my modem because it was old. It was obvious she still hadn’t checked my history and I politely refused to accept the reason until she had found something within the system relating to faults previously recorded by Kim, she said that this will take some time and she will ring me back.
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