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Old 15th Mar 2011, 16:11   #1 (permalink)
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Join Date: Oct 2006
Location: UK
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Virgin Broadband!!!!!!!!!

Just before Xmas I telephoned Virgin Broadband’s Customer Service number and requested a MAC No so that I could change my supplier. This was acknowledged and I were promised a MAC in five working days. Around the 10th Jan I queried were the MAC No was and I was left holding for 10 minutes before I gave up. I tried on other occasions to get through but gave up as there was no reply.

On the 26th January I again contacted their support staff and this time I got an email saying that the MAC No was on its way.

On the 10th February I phoned again to find out where the MAC No was. I received the most preposterous explanation that I have ever heard.
‘Your line is too old. to require a MAC No.’
I immediately telephoned BT who confirmed that it was a recent installation with a capability of 20 Mgs and it definitely needed a MAC No which was not surprising as Virgin required one 18 months ago.
I telephoned again and a different operator said he would sort it out and behold, another email promising a MAC No.

The telephone bills, as a result of calling their Customer service number were getting ridiculous so I sent a letter to Virgin Media, Great Portland Street on the 4th March by RECORDED DELIVERY , detailing the above problems and asking for my MAC No by the fastest possible means. I also included copies of both the MAC No emails that they had sent.

They would have got the latter, at the latest, by the 7th March.

It is now the 15th March. Not a Dickie Bird.

Has anybody any ideas of what I should do next. As far as I can see they are wilfully denying me my MAC No so that they can continue charging me for a broadband service I do not want. I could stop the direct debit but that would probably cut off my internet. Writing to an ombudsman would take months. I am not going through the pantomime of calling their Customer Service No any more because they are useless.

Anybody know Richard Branson’s telephone number?
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Old 15th Mar 2011, 16:25   #2 (permalink)
 
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Ofcom | Contacting Ofcom


Alternatively :
Mr Neil Berkett
Chief Operating Officer
Virgin Media
Bartley Wood Business Park
Bartley Way
Hook
RG27 9UP

+44 (0)1256 752000 (UK HQ Reception).

A quick Google will enlighten you as to a suitable email address format.
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Old 15th Mar 2011, 16:41   #3 (permalink)
 
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See also :

Requested MAC Code SIX Weeks Ago...Still Waiting..... - Help & Support Forum
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Old 16th Mar 2011, 09:07   #4 (permalink)
 
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I take it you are talking to retentions and not just the call center customer service. They don't usually mess about. More likely to give you a better deal before letting you go.
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Old 21st Mar 2011, 19:14   #5 (permalink)
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I have carried out both your suggestions. I am now a proud member of the Virgin Media Help & Support Forum. I banged in my complaint on the 15th. On the 18th I got a reply:

Quote:
I have flagged this to our Virgin Media National team for further investigation.

Regards,

Rose Rafferty

Help & Support Forum Team
YIPPPEEE!!!!!!!

On the 19th another one.

Quote:
I'm afraid we're unable to provide you a Mac code over the forum, I'm afraid you'll have to contact the customer services team on 0845 454 2222 opt 1 and they be be able to sort this out for you.
BOOOOOO!!!!!

I have already told them that I have spent three months on this telphone number with no success. All they are doing is sending me back to the beginning.

I'll give Mr Neil Berkett another couple of days to reply to my recorded delivery letter.

Has anybody any other ideas?
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Old 21st Mar 2011, 21:09   #6 (permalink)
 
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Quote:
Has anybody any other ideas?
Tell them you are getting another provider, that they couldn't organise an orgy in a brothel, and their services are not needed any more.

Or, of course, the MAC from a previous provider is the issue then you have to take it up with them
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Old 21st Mar 2011, 22:09   #7 (permalink)
 
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Refer the matter to the Communications and Internet Services Adjudication Scheme (CISAS) of which VM are a member.

CISAS
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Old 21st Mar 2011, 22:39   #8 (permalink)
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Hate to ask an obvious question but are you on a copper wire connection? If you're cable then you won't/can't get a MAC number.

BD
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Old 22nd Mar 2011, 08:01   #9 (permalink)
 
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BDiONU,

That question came to my mind too, but I thought I'd give him the benefit of the doubt !
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Old 22nd Mar 2011, 10:39   #10 (permalink)
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I am on a straightforward good old fashioned telephone connection.
How can I refer it to an adjudication scheme when one side refuses to enter a discussion?
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Old 22nd Mar 2011, 12:29   #11 (permalink)
 
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Quote:
Originally Posted by Fareastdriver View Post
I am on a straightforward good old fashioned telephone connection.
How can I refer it to an adjudication scheme when one side refuses to enter a discussion?
Easily, you'll win and they'll be forced to comply.
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Old 22nd Mar 2011, 13:09   #12 (permalink)
 
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Quote:
How can I refer it to an adjudication scheme when one side refuses to enter a discussion?
Erm.... that's the very reason such a scheme exists.

It gives you, the consumer, an additional form of recourse that is a lot cheaper than taking them to Court.

I quote from the CISAS website :

Quote:
Before sending your dispute to us you need to have complained to your company and given them a reasonable chance to fix the problem. If the company tells you in writing that they cannot do that or if 8 weeks has passed since you complained to them, then you can use CISAS.
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Old 22nd Mar 2011, 14:07   #13 (permalink)
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Quote:
or if 8 weeks has passed since you complained to them
That's the problem. On that basis I have got to sit aound for another six weeks.
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Old 22nd Mar 2011, 14:19   #14 (permalink)
 
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Not many more options left then, see here : Virgin Media Consumer Complaint Resolution Code of Practice

Have you tried the "Senior Manager" route ?
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Old 22nd Mar 2011, 15:01   #15 (permalink)
 
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I have not dealt with VM so don't know if this will work. Try ringing Neil Berkett's office and asking them to fix the problem, apologise that you have to involve them but tell you have exhausted every other avenue to get the matter resolved. The person given the matter by the CEO's office will place it high on his action list!! This has worked for me with other companies.
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Old 22nd Mar 2011, 16:35   #16 (permalink)
 
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Fareastdriver,

No doubt you've already seen this, but if not, hopefully it will bring at least a small smile to your face whilst you consider your next steps...

NTL Complaint Letter
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Old 22nd Mar 2011, 16:39   #17 (permalink)
 
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Fareastdriver,

There is also an interesting post on this site


It's the one by "Lynsey" on March 26th, 2008 at 2:14 pm which starts with the following words.....
Quote:
I have read, in disgust, the comments that have appeared on this website regarding Virgin Media. I currently work for Virgin Media as a Team Manager (previously Telewest Broadband).
There might be a couple of tips in there worth following up.
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Old 22nd Mar 2011, 21:45   #18 (permalink)
Peter Ridley
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Virgin Media (previously Telewest)

Neil Berkett, Chief Executive neil.berkett@virginmedia.co.uk

from a great website called ceoemail.com
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Old 23rd Mar 2011, 20:50   #19 (permalink)
 
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I once had a problem with my gas bill - threatening me with disconnection, etc when I was overpaid.

Sent a letter to the Managing Director marked Private & Personal. Immmmmmmmmediate response and problem solved very quickly plus £20 for inconvenience.
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Old 23rd Mar 2011, 23:56   #20 (permalink)
 
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Please educate me. Why cant you get a Mac number if your on cable?
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