What an utter nightmare the last few days have been. Trying to resolve what should be an easy issue. Finally, we got somewhere today and had to "bite the bullet" and pay 25p to report the fault. This after having checked the service announcements (looked at the service announcements online - helpful but if you can't connect a bit pointless).
After dealing with whoever from Mumbai - it turns out that IT IS NTL/Virgin Media's problem after all - it isn't on their announcements on the phone which I have diligently checked. The Internet is back on line now (not sure for how long though they expect another 48 hours worth of trouble).
To say I was getting irate would be an understatement - some-body's head was going to get chewed up the way things were going and no one was interested - customer support is now outsourced at 25p a minute, reporting a fault - 25p a minute - what is that all about.
Luckily they have decided to refund the cost of my phone call - bit it was a known fault and frankly it was driving me utterly mental trying to solve it as the acknowledgement page said that all was OK and yet after re-booting PCs, Modems and Routers (all in sequence) the same provisioning screen kept turning up and then every now and then the Internet would come back and I'd re-boot the PCs around the house and re-set everything only for it to go down again.
I am one very unhappy camper. You'd have thought Branson and his army would have brought some sense and sanity to the customer service department - perhaps some over ambitious number crunching, greasy pole climbing spotty Herbert after consulting his life coach made an executive decision to screw up the people that pay for the service. Perhaps I should go back to BT? Now there's something I never thought I'd say!
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