register a formal complaint regarding the appalling service

28^th March 2008-03-28

Dear Sirs

Re account no 615252701

I wish to register a formal complaint regarding the appalling service I have received with Virgin Media. We had been experiencing connection problems since June 2007; it would cut out with no warning.

We contacted Customer Services on 19^th July and were told to ring the IT support section at a cost of 25 pence a minute only to find out that it was a problem your end.  Stuart altered the frequency and said he would refund the price of the call for our inconvenience.  A few weeks later the same problem occurred we had to continually re boot the modem, and would be lucky to receive an hour internet connection before it disconnected again.  This went on for months with phone calls to IT that kept changing the frequency.

By February we had been patient enough on Sunday 10^th February I spoke to Hash in IT with communication difficulties he said he said he would check out the problem and call me back, but he did not.  I then phoned back 5 hours later and spoke to Joanne she told me there was a problem with the modem and that they would order me an upgrade which should take 7-10 working days.  We phoned back on 25^th February as no modem had arrived I spoke to Gavin Gray who said he would look into it and call me back which he did not do.  Phoned back again and spoke to Mohammed (again communication difficulties) he then confirmed a modem had not arrived because the modem had not been ordered, said he would look into it.  On 6^th March 2008 we phoned back yet again and spoke to Mike he said that the wrong code had been put in and that the new modem should be with us within time allocated. Finally three days later it arrived.  

On receipt of modem I followed instructions called the given number to be connected, the Engineer connected the modem and it has been working fine since. On talking to the Engineer he was astounded that we still had the old original modem he had received a Motorola then upgraded to the latest one, hence the problems we have been experiencing.

How frustrating this has been it should be so straightforward, problem with modem, replace, and send. Instead we have been fobbed off and have spent a fortune on phone calls and have wasted time we can ill afford.  We feel that you go overboard to attract new customers but neglect the longstanding existing ones. We feel we should be compensated for the lack of service and internet connection that we have paid for and not received since first reporting the problem in July 2007.

Yours faithfully