At 08:20 I rang Virgin Media and was pleasantly surprised to reach Glasgow call center; which on a previous occasion I felt I have received both good technical support and excellent customer service.
I Spoke to a Lady called Janice, I told her about all the problems I have been having for the past 3 years and also that I am not experiencing the problem at the moment. After checking that I had the computer plugged directly into the cable modem she performed a Balancing Signal, then sent a number of test packets to my modem to see if there any lost packets which there wasn't. Janice then cross referenced my support calls to internal fault database which most were linked to service fault which have all been fixed. This took about 20 minutes during which Janice kept me informed exactly what she was doing which gave me assurance that I was not being fobbed off.
This time all they can do for me is send me a new modem which I should receive within 3 working days. But Janice game me some precious advice for reporting the next faults
1) UK call centers are open up to 10:00 so if I reach an Indian call center and I don't wish to talk to them I can hang up and try dial again until I get through to an UK call center.
2) Always ask for an incident reference number, even the Indian call center can provide one
3) If the incident was not resolved to my satisfaction tell the call operator I want to raise a CCCS and also request that they ring me back with the CCCS reference number (they can't provide this straight away). The CCCS will be responded to within 3 working days.
4) I can instigate a Interruption of Service Request which will involve Virgin Media looking through all my case notes and whee they are at fault provide a refund.
PS
I apologize for anybody reading these notes as they are intended for personal use only, but I thought I would at the same time learn how to blog :)
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