I would like to make an official complaint regarding many aspects of the service provided to me by Virgin.net Internet Service Provider.
Please note, before I start, that I have been a PC support technician for over 7 years, have completed multiple Microsoft and Cisco courses, and would regard myself to know a lot more than the average user (and even the average support tecchie).
I have recently moved house, and I signed up for DSL max with Virgin. Since it's inception, I have had nothing but trouble, from slow speeds to constant disconnections. Initially thought this was because of the first 10 days of the service, when BT tries to 'optimise' your service in order to get the best possible speeds. However, the speeds were very slow, and I noticed that the internet connection to the modem router itself was constantly timing out. Please note that this wasn't the connection from the router to the PC, but the actual connection from the telephone line to the Modem Router.
I waited a couple of days, tried a different router, rebuilt one of my PCs and tried different options for connecting to my modem router, but nothing made a difference. So I called the technical support line, at a cost to myself, despite the fact that the problem was not at my end. The technical support representative was rude and patronising, suggesting that my problem was caused by me somehow, and when I informed him of all the tests I had done, showing that it was neither the settings or my setup, he suggested that it was because I was still in the first ten days, and this was to be expected.
So I waited until the end of the ten days. I was still getting problems, and nothing I could do at my end would change this. Web pages would often take two or three attempts before loading, and speeds were very slow. The modem would show a connection of nearly 5000kbps, but download speeds would be lower than speeds expected from a 2mb connection. I spoke to customer services again, and was advised to reboot my modem router a couple of times a day.
This made zero difference.
I thought I would leave the connection for a couple of weeks to see how it got on. It does have to be said that things got faster, but I would still lose connection at the modem on a regular basis. I went through things again with a tech support guy, and confirmed that my settings were 100% correct, and everything at my end was double checked. Again, the help offered to me was poor, with the technician not knowing what to suggest other than rebooting my modem.
So, I finally became sick of having an internet connection that was so much trouble it really wasn't worth it. I signed up for Telewest, and since it was installed, I haven't looked back since.
My main complaints aren't really about the ISP or the level of service, it's also about support and cancellation policies that you run.
For example, whilst most companies offer a 30 day period with which you can cancel if you are unhappy. I personally thought this was demanded by trading standards, but I will be finding out for definite. However, when I came to cancel my service after only 25 days, I was told that this period was only 7 days.
Why is this only seven days, when it takes ten days to optimise your service if you are on DSL max? No user would ever be able to cancel in time, because the support representatives just tell you that your problems are down to the first ten days of service where optimisations are made.
Another complaint I'd like to make is the complete lack of accessibility if you're having problems. When I tried to sign up for virgin, I was getting a few problems with signing up (turned out to be a browser problem - I was on a Mac). I couldn't physically sign up, and I was unable to find any contact details for non-customers. Even the email contacts were for customers only, and required account names and numbers be entered. When I was finally a customer and couldn't get properly connected, I had no number to call other than the premium rate number, and obviously I couldn't use the internet to contact Virgin, because I was having problems with my connection.
I know it's all money in your pocket, but in under a month, I've had more problems than I've ever had from any other ISP in the last seven years, and far, far less helpful support. Now, as punishment for having a crap service, I have to pay an extra month's cost for broadband, and a £50 cancellation fee.
I feel this is wrong, and money grabbing. I understand that it's possible that the quality of my telephone line may have been a contributer to the terrible internet service I have suffered, but I am also deeply unhappy with the personal service I have received, and as far as I am concerned I am being punished because you cannot offer me a decent service.
I would like for the £75 to be returned to me please. It's unreasonable to offer a service that won't work properly for 10 days, but only a 7 day cancellation policy. That and the fact that if I had received reasonable service I wouldn't be canceling it.
I am deeply considering writing to Ofcom to complain as I feel cheated. However when I phoned to cancel, I asked for the address for your Governing body ( I believe it's Ofcom), I was told to write to a different Virgin office. I explained that I didn't want the address of a Virgin office, I wanted the Organisation that legislates the ISPs. I was informed that you do not keep details of this. This in itself is unacceptablele. I work for a utility company, and so I know how the process of complaining to the governing body works, and I know that you should not keep these details from customers.
I would appreciate it if someone could contact me confirming the receipt of my complaint, and if I can get the £75 back, I will be very happy.
Many Thanks
Ryaninja (I didn't sign it like this, obviously).
2 Comments:
sounds like it is time for an under the desk wank
Unfortunately I work in an open plan office...
...I've heard that 'under the desk wanks' are frowned upon in open plan offices...
Post a Comment
<< Home