On the 20th September, we had the fiercest lightning storm I have seen. It knocked out lots of internet facilities in our direct location, including our Router/Modem. On the 21st, I requested a technician. There is no human interface on the Virginemedia.com help desk other than an AI system that allows you to request a visit after jumping through a few hoops.
Technician visit booked for 24th - cancelled by VM.
Technician visit booked for 26th - no-show, no explanation.
Technician visit booked for 1st Oct -Arrived early and fixed the problem to all computers running in 15 minutes.
In the process, I found out that VM is not really equipped for wide ranging outages and was struggling to get out to everyone. The AI system cannot cope with missed visits and cancels the appointment. There is no follow up for repairs other than a check that the techs who turned up did a good job.
Overall verdict.
1. Fast and efficient internet connection when running.
2. Help Line is not fit for purpose and does not give users an opportunity to explain their issues. AI only copes with preset tick boxes.
3. When a technician arrives, they always do and excellent job.
Service satisfaction.
Not as good as it was after being faced with hundreds of E-Mails at once, and a whole bundle of updates to do after 10 days without internet and telephone land line.
Life goes on!
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