abu baniaz
17-06-15, 14:21
My mum's Virgin Media phone line keeps cutting off. She is 67 years old and depends on the phone to keep in touch.
I'm guessing that whenever a technician goes to work in the cabinet, they dislodge my mum's phone wires. It has probably happened about five times now.
On one occasion, an engineer was booked. They cancelled the appointment because there was a local issue. They did not inform us that they had cancelled it. So when we had to rebook, we had to wait again. Just over a week without a phone. Surely it cant be that hard to let people know that the appointment is cancelled. If local issue does does not resolve the person's issue, why is the appointment cancelled? Surely a phone call to confirm fault is fixed can't be that hard?
When we complained about this, we got sent a form to be signed by a Dr to make her a high prioirity case. Sorry, but that is for people with serious medical conditions.
On another occasion, we had an appointment booked in 3 days' time for the afternoon. Engineer was not able to attend owing to illness, it happens. However, the person did not start work that day. So why wait till 13:35 to phone and inform the customer that they need to re-arrange the appoinment which was 12-4. I did not anwere the call because I was not able to at the time. I rang up VM later, nobody knew why we had been called. Called later again and they re-booked.
In April same thing again. I made a complaint. They promised to look into it and ensure that the underlying cause is identified and steps taken to address it to prevent a recurrance. 9 weeks later, same thing again.
On their Complaints Policy, it mentions that you can complain by phone. Chap on phone said he couldn't take a complaint. There is no option for complaints either. So I went to leave VM option and someone took a complaint. The person said that they would ensure that the matter is resolved properly. I voiced my pessimism and wanted assurance as to what would be done differently. However, the person said they cannot find out what was done last time. Really! So, I asked how do we know what they do this time won't be as ineffective as last time. No answer.
CISAS, the ombudsman dealing with Virgin, does not have a person to speak to. You leave contact details and they send you a form. What is the point in an ombudman service where you can't talk to a person?
My mum's only with VM becasue they don't charge £5 a month to barr withheld numbers if you take it as an option with other bundles.
BT usually redirect phone calls to a mobile if landline is faulty.
I'm guessing that whenever a technician goes to work in the cabinet, they dislodge my mum's phone wires. It has probably happened about five times now.
On one occasion, an engineer was booked. They cancelled the appointment because there was a local issue. They did not inform us that they had cancelled it. So when we had to rebook, we had to wait again. Just over a week without a phone. Surely it cant be that hard to let people know that the appointment is cancelled. If local issue does does not resolve the person's issue, why is the appointment cancelled? Surely a phone call to confirm fault is fixed can't be that hard?
When we complained about this, we got sent a form to be signed by a Dr to make her a high prioirity case. Sorry, but that is for people with serious medical conditions.
On another occasion, we had an appointment booked in 3 days' time for the afternoon. Engineer was not able to attend owing to illness, it happens. However, the person did not start work that day. So why wait till 13:35 to phone and inform the customer that they need to re-arrange the appoinment which was 12-4. I did not anwere the call because I was not able to at the time. I rang up VM later, nobody knew why we had been called. Called later again and they re-booked.
In April same thing again. I made a complaint. They promised to look into it and ensure that the underlying cause is identified and steps taken to address it to prevent a recurrance. 9 weeks later, same thing again.
On their Complaints Policy, it mentions that you can complain by phone. Chap on phone said he couldn't take a complaint. There is no option for complaints either. So I went to leave VM option and someone took a complaint. The person said that they would ensure that the matter is resolved properly. I voiced my pessimism and wanted assurance as to what would be done differently. However, the person said they cannot find out what was done last time. Really! So, I asked how do we know what they do this time won't be as ineffective as last time. No answer.
CISAS, the ombudsman dealing with Virgin, does not have a person to speak to. You leave contact details and they send you a form. What is the point in an ombudman service where you can't talk to a person?
My mum's only with VM becasue they don't charge £5 a month to barr withheld numbers if you take it as an option with other bundles.
BT usually redirect phone calls to a mobile if landline is faulty.