SuB
The Webmaster
So I moved house last weekend, I'd arrange for the BB and TV to be moved on that day, that I wouldn't need an engineer because I'm perfectly capable of plugging in my Tivo and modem and stuff, I'll activate over the phone. But they booked an engineer anyway for the following Friday (today) Just in case it wasn't working... I could cancel this if I got it up and running.
Saturday comes, we move, we pipe it in, nothing's on so we do the 'activation call' Spend about 30 minutes on the phone, the usual thing no problem and within an hour we're up and running. Great! They'll cancel the engineer and I don't need to worry about it..
Wrong...
Yesterday I get the obligatory "You have an engineer booked for tomorrow, text us with Cancel + your postcode to cancel" Text message Okay, well I don't want to waste this guy's time, I know that would annoy me, I'll cancel the dude.
Get home lastnight and they've completely switched us off, all services cut off. Okay, maybe we just need to re-activate it..
0845 454 1111 (yes, a fricking 0845 number) 10 minutes on hold, 20 minutes talking to person A) who then says it needs activating (yes that's why i'm calling dear)
From this point on, quote marks mean one of the Monkeys at Virgin Media (none of whom speak good english)
"I'll put you through" okay great, here's my Mac code, turn it on please, "Err it's not registered to your name"
What... it's been on all week?!
"Yes, I'm seeing here (he said that a lot) that the installation has been cancelled, the transfer has been cancelled".
Right.. I've been online all week I activated this last weekend and now it's cancelled.. I was told to cancel the engineer if it worked and now you've cancelled the entire transfer order?
"Yes, I'm seeing here that the installation, the transfer has been cancelled"
yes I heard you the first time, can we un-cancel it?
"Erm, let me see here, erm It's telling me that the err, the installation and transfer has been cancelled"
(at this point I'm getting wound up)
So, how do I turn this back on, can you activate it now?
"Let me see what i can do for you today sir, I can book you in, the next installation is the 28th"
What?! I've hooked it up, I activated it and it was working until now, why can't you just turn the thing on?
"Erm, sorry let me see here, It's telling me that the err, the installation and transfer has been cancelled"
YES I KNOW that, I completely comprehend and understand that it's been cancelled, turn it back on!
This went on for a few more rinse-repeats.. and I'm fuming, I haven't raised my voice yet, I haven't lost my cool, I'm literally about 10000 degrees inside and I have shit to do, turn my fucking internet on...
Right I'm sorry to interrupt you telling me this for the tenth time, you're obviously not understanding what I want, Can i talk to your manager/the next guy in the chain.
"well if you talk to them, they are just going to tell you you need to talk to this department and we handle transfers so you will just come back to me"
...
...
Right, so what do I need to tell you, to get this working today?
"I can book you in for the 28th, because i can see here.." (You can see where this sentence is going)
YES I understand, dude, put me through to your manager
"Give me a moment please I'll just go fetch my manager"
(10 minutes of silence)
"Hello sir, yes I'm sorry my manager is busy, however can i offer you £15 off your next bill"
Right, I don't understand why you can't just activate this thing, I'm paying the bill, I'm already a month ahead, I've hooked it up it worked and now it's off, can you please, just turn it back on.
"I am seeing here" (I cut him off)
I know what you're seeing there, but it was working, and you've cancelled it.
(he changes tactic)
"I think you might have been using the previous tenant's account"
woh, hang on, no mate, It didn't work when I got here, I activated it then and now it doesn't work... It's reg'd to my account, or at least it was until your 'cancelleable' engineer went and screwed up my week..
Okay new idea, what if I rebook the installation in for the 28th since that is apparently my only option, and I'll re-activate it over the phone once the order is placed
"yes lets do that, i can't guarantee it will activate straight away"
Now we go through the whole process of what package, how much, where to, what address and all the other Bullshit you have to go through, it's booked in, i have him confirming it etc.
Right okay, can we try activating it
"oh no sir that department closed 30 minutes ago"
:mellow:
TL;DR
So yeah I'm offline for no reason other than an order being cancelled which was already finished until the 28th and I didn't murder anyone, but I might.
Saturday comes, we move, we pipe it in, nothing's on so we do the 'activation call' Spend about 30 minutes on the phone, the usual thing no problem and within an hour we're up and running. Great! They'll cancel the engineer and I don't need to worry about it..
Wrong...
Yesterday I get the obligatory "You have an engineer booked for tomorrow, text us with Cancel + your postcode to cancel" Text message Okay, well I don't want to waste this guy's time, I know that would annoy me, I'll cancel the dude.
Get home lastnight and they've completely switched us off, all services cut off. Okay, maybe we just need to re-activate it..
0845 454 1111 (yes, a fricking 0845 number) 10 minutes on hold, 20 minutes talking to person A) who then says it needs activating (yes that's why i'm calling dear)
From this point on, quote marks mean one of the Monkeys at Virgin Media (none of whom speak good english)
"I'll put you through" okay great, here's my Mac code, turn it on please, "Err it's not registered to your name"
What... it's been on all week?!
"Yes, I'm seeing here (he said that a lot) that the installation has been cancelled, the transfer has been cancelled".
Right.. I've been online all week I activated this last weekend and now it's cancelled.. I was told to cancel the engineer if it worked and now you've cancelled the entire transfer order?
"Yes, I'm seeing here that the installation, the transfer has been cancelled"
yes I heard you the first time, can we un-cancel it?
"Erm, let me see here, erm It's telling me that the err, the installation and transfer has been cancelled"
(at this point I'm getting wound up)
So, how do I turn this back on, can you activate it now?
"Let me see what i can do for you today sir, I can book you in, the next installation is the 28th"
What?! I've hooked it up, I activated it and it was working until now, why can't you just turn the thing on?
"Erm, sorry let me see here, It's telling me that the err, the installation and transfer has been cancelled"
YES I KNOW that, I completely comprehend and understand that it's been cancelled, turn it back on!
This went on for a few more rinse-repeats.. and I'm fuming, I haven't raised my voice yet, I haven't lost my cool, I'm literally about 10000 degrees inside and I have shit to do, turn my fucking internet on...
Right I'm sorry to interrupt you telling me this for the tenth time, you're obviously not understanding what I want, Can i talk to your manager/the next guy in the chain.
"well if you talk to them, they are just going to tell you you need to talk to this department and we handle transfers so you will just come back to me"
...
...
Right, so what do I need to tell you, to get this working today?
"I can book you in for the 28th, because i can see here.." (You can see where this sentence is going)
YES I understand, dude, put me through to your manager
"Give me a moment please I'll just go fetch my manager"
(10 minutes of silence)
"Hello sir, yes I'm sorry my manager is busy, however can i offer you £15 off your next bill"
Right, I don't understand why you can't just activate this thing, I'm paying the bill, I'm already a month ahead, I've hooked it up it worked and now it's off, can you please, just turn it back on.
"I am seeing here" (I cut him off)
I know what you're seeing there, but it was working, and you've cancelled it.
(he changes tactic)
"I think you might have been using the previous tenant's account"
woh, hang on, no mate, It didn't work when I got here, I activated it then and now it doesn't work... It's reg'd to my account, or at least it was until your 'cancelleable' engineer went and screwed up my week..
Okay new idea, what if I rebook the installation in for the 28th since that is apparently my only option, and I'll re-activate it over the phone once the order is placed
"yes lets do that, i can't guarantee it will activate straight away"
Now we go through the whole process of what package, how much, where to, what address and all the other Bullshit you have to go through, it's booked in, i have him confirming it etc.
Right okay, can we try activating it
"oh no sir that department closed 30 minutes ago"
:mellow:
TL;DR
So yeah I'm offline for no reason other than an order being cancelled which was already finished until the 28th and I didn't murder anyone, but I might.
