Aza Posted October 25, 2006 Report Share Posted October 25, 2006 I was once a customer with NTL, I had several problems with them, and they took the pi**. As a virgin customer now, I have a fault, which has been on - going for so long, I am deciding to leave them and join BT. I have called their tech team time and time agani at 25ppm to raise the fault, each day I follow it up, I find that is has not even been logged or raised! I have been with them for less than 12mnths, and now understand I will likely have to pay a £50 fee - F@ chance! Im gona treat them how they treated me! I have been without the service for at least a month now and they still taking money out of my account - you recommend I just cancel the direct debit!? Link to comment Share on other sites More sharing options...
Wakey Posted October 25, 2006 Report Share Posted October 25, 2006 Yeah cancel the direct debit, then when they're not getting the money tell them why. I'm with NTL, been on it about a month now and all going well. £20 a month for 2MB BB and 50 cable channels. Link to comment Share on other sites More sharing options...
DeAnO Posted October 25, 2006 Report Share Posted October 25, 2006 Alright Aza mate, I have always been with Bt and never had a problem. They are slightly dearer than all the other supplyiers that are popping up every other week but its a solid company. I use a "Free" phone number if i need to contact them about anything and it gets tied into my phone bill and line rental so it all comes in one handy bill. I also have the option of direct debit, online billing or a paper bill every month or 3 months. I personally recommend Bt mate. Link to comment Share on other sites More sharing options...
bigsteve Posted October 25, 2006 Report Share Posted October 25, 2006 We've just renewed with AOL and, like Deano, we pay more than the going rate. But its a solid service with no interruptions (wireless, excepted, but thats not their fault). As with most things, you get what you pay for. I'd rather pay a few quid extra per month and not have the hassle of trying to sort problems out. AOL also have a live chat system which is free to use. As for cancelling your direct debit, I'd be wary. You will need to get a MAC code from your present supplier before you can go to another provider. Its likely they will cut your connection until you re-set up the direct debit and refuse to give you a MAC code too. I'd be interested to hear what happens - keep us posted mate, and Good Luck :thumbsup: Link to comment Share on other sites More sharing options...
Wakey Posted October 25, 2006 Report Share Posted October 25, 2006 Hmm maybe Steve's right, not quite sure how you'd go about sorting it if they aren't being any help on the phone ? Link to comment Share on other sites More sharing options...
bigsteve Posted October 25, 2006 Report Share Posted October 25, 2006 Its an old-fashioned way, but it does tend to get results - write a letter, addressed to the Chief Executive, or in this case, Richard Branson. He won't actually read it, but one of his secretaries will, and they don't want the hassle of petty (to them) things like this. They usually pass it on to someone who they know will sort it, and then get the customer off their backs. Worth a stamp at least... In my DHL days, if a query was passed to me that had come from high up, I would always deal with it thoroughly and promptly. Maybe I was too good a foot soldier :roll: :wink: Link to comment Share on other sites More sharing options...
DeAnO Posted October 25, 2006 Report Share Posted October 25, 2006 I dont think anyone would do it as proper as you would steve. You were a proper santas little helper. Lol Do you have to pay that £50 due to a yearly contract you were in? Your normally stuck to pay it if that is the case. Link to comment Share on other sites More sharing options...
JasonB Posted October 25, 2006 Report Share Posted October 25, 2006 I've never had any problems with Virgin I've been on BB with them for a few years now and before that Dial up. Link to comment Share on other sites More sharing options...
Chrissie Brown Posted October 25, 2006 Report Share Posted October 25, 2006 Me too Jason. I've been with them for more than 4 years and had a really good service from Virgin. net and l'm happy to stay with them. BTW they aren't one of the cheapest. Steve seems to know what he is talking about so l would be inclined to take his advice. Link to comment Share on other sites More sharing options...
Aza Posted October 26, 2006 Author Report Share Posted October 26, 2006 Pretty much all ADSL lines, regardless as to your ISP are through BT. Virgin are just piggy backing on them, as are Orange and Sky etc... They all state BT line necessary. This is what really cheesed me off, I am blagging, but I am fairly computer literate & the last thing I wanna be doing is calling them up @ 25ppm. I went through all proceedures, before even considering ringing them, regardless as to which person I spoke to, they did not seem to make any note as to what the tech person went through, so everytime I called I had to re-answer the same donkey question each time. To make matters even more wose, I am having a speed issue, guess who's site you gotta use to verify your speed???? http://speedtester.bt.com, once a problem is identified, all they do is pass you on to bt to investigate. So I got the impression they just wanted to brush me aside. After several, several phone calls and reporting the same problem, they kept stressing they will not raise the issue unttil I run those speed tests. What part of I cannot load a web page cos my connection is so sh!t did they not understand, thus the fault has still not only been raised. After an online chat yesterday, they asked have you completed those test yet again? WTF!!!!! I cannot run them FFS! Only when was the matter raised. I later asked how long will this take - 3-5 days to reach BT as we have a backlog and a lot of faults at present (there ya have it, yr service is tripe!). Only then the matter will reach bt and then they can look, so you are looking at at least 2 weeks! I agree with Dean back up there, they are a tad more, but I suppose quality of service is right up there... And yes, could not agree with Ste more - at this age, you begin to realise you get what you pay for... Freephone numbers aswell for support, great. 25ppm is a complete joke, where the ultimate goal is to say right, yes there is a fault, we will pass this to BT! I want to write a stinking letter, but I think I am extremely clouded by anger, can anyone help out here ? I have kept logs of conversations, got names of staff and a record of events... AOL also have a live chat system which is free to use. This is likewise with virgin matey - except I cant get online to use it!Anyhow, plan of action now, cancelled contract with Virgin, I have been with them less than 12 months, so if they charge me that £50 cancellation, they can get ******, or I will pay then £1 a month, treat them how they treated me... So far there has been no mention of it, but they recently debited my account for this months service, something which I have not even used, probably wasted that amount on just bloody phne calls! I should be refunded for loss of service. They stated 30 days cancellation notice, I got angry and they made an exceptional case and said sorted in 5 days. My ADSL will then be free, I will then approach BT and go from there, if the problem is still with the speed, I am sure they will be right on the case as a new customer... This has caused me a great deal of inconvenience, frustration, anger and stress especially as the internet, which I am now dependant on for university work. Link to comment Share on other sites More sharing options...
JasonB Posted October 26, 2006 Report Share Posted October 26, 2006 Virgin are crap if something gos wrong then I take it. It seems the customer service/help star are all idiots! I know Aol are excellent for net help. Link to comment Share on other sites More sharing options...
Chrissie Brown Posted October 26, 2006 Report Share Posted October 26, 2006 I really do sympathise with you Aza as l had similar problems with BT 4 years ago and that's why l changed to Virgin. I've been very fortunate as l haven't had any problems (as yet) with my internet connection and have never had to contact them. It's very worrying as unlike you l'm not that knowledgeable when it comes to computers so l dread to think how l would fare if l had to try and explain to the operator what was wrong. I've come to the conclusion that much depends on who you speak to and whether that person "cares" enough. I can imagine how frustrating it must be having to repeat yourself time and time again knowing that as another minute ticks by it is costing you a fortune. Link to comment Share on other sites More sharing options...
Aza Posted October 27, 2006 Author Report Share Posted October 27, 2006 Cheers Chrissie... I can understand that if I were in those operators shoes, I would not want a customer who is completely steamed up to deal with. But I mean, if they did their frigging jobs in the first place, then maybe I wouldnt get so angry having to explain myself or keep chasing up progress of a fault, that should have been raised, reported and looked into. Psychologically, it just puts you in a bad mood as are sub-consciously aware that the clocks ticking and the £'s are going up! So... anyone here good at writing stinking laters!? Link to comment Share on other sites More sharing options...
bigsteve Posted October 27, 2006 Report Share Posted October 27, 2006 Letters avoid call centres and you can list all the information constructively - chronologically is the best way to do it. By giving them a written copy, it gives them a chance to look over all your problems and, hopefully, understand your problem better. Call centre staff probably have a target of how many calls to answer per hour, and hence want to get rid of you as quick as possible. Be concise, but thorough, list all your contacts (with names and the phone numbers called), how much money you have lost through not having service, how much you have spent on calling them, avoid being threatening, but be firm and suggest how they might resolve the issue - ie perhaps offerring you free internet time to match what you've already lost, obviously with a refund for that period too. Hope that helps mate, and good luck. It will sort itself out, so perservere 8-) Link to comment Share on other sites More sharing options...
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