Monday, January 07, 2008

More Virgin Media Idiocy

Long-standing readers of this blog will know that I have a long-standing hatred of Virgin Media, having been repeatedly let down and inconvenienced by the Frankenstein's Monster of entertainment and communication providers (see this, this and this post for starters). You'll be glad to discover that absolutely nothing has changed - the fuck-ups continue.

Our broadband access went down on Friday night and, having tested the wireless router and modem, restarting laptops and all the usual solutions, it stayed down. OK, network problem maybe? Whatever the problem, it was still down on Saturday. I had work that needed to be done, so I had to tramp into the freezing Saatchi offices in London. Once there, I found the Broadband helpline number (25p a minute!) on the Virgin Media website and the 'technical expert' couldn't help (after £2 of prevarication).

Eventually my offices were too cold to continue working, so I went home. My wife was beginning to suffer from Internet withdrawal , so she rang the helpline again. After £3 worth of 'help' she was told that we'd been cut off because our account was in arrears. In actual fact, we're in massive credit because the idiots charged me twice for 6 months.

I now ring their normal customer helpline and discover that, even though I've rung and complained about umpteen times ever since we moved house, they still haven't closed the broadband account for our old address. Which was why they'd been charging me twice. They'd stopped the direct debit but their system now showed me as defaulting on payment.


A very nice woman in the call centre appeared to have sorted it out and reconnected us. Then the broadband went down again yesterday. Utterly maddening - and, of course, as a consumer, I have no way of getting recompense for their continually dire performance.

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