thx for getting in touch; I will ask my office to review 2 things. Firstly to ensure you are now getting the service you should but secondly your concerns over our India operation. We do not hide the fact that some of our technical support is based offshore. Our people there are encouraged to use their own names (not Steve) and they should never lie about where they are based.
----- Original Message -----
From: lee wood <mlwood37@***********>
To: Berkett, Neil
Sent: Thu Feb 26 12:55:09 2009
Subject: Virgin media , exploding cable modems and lies !!!!!!
Well i could not believe what i was told buy technical support in a far off place called India today when i phone to sort out my cable modem. This is for real ..... Considering email them with this ....
To start off nice and simple i pay the old £25 for a 10mb connection and for the last few weeks have only been getting 2mb even after 12 at night. thinking at first i must have hit there cut off limit. But over the last few days i noticed my kids haven't used there PCs and ive had hardly any downloads or uploads for that matter going on. So after phoning there normal help desk i was put through to India broadband technical support.
Now after the nice fellow introduced himself as Steve (ill let that one go) and asked from my name "Mick". He went on to read his manuscript of how i must unplug the cable modem and re set it which i didn't complain about and just did it to keep him happy. I then re ran a test and saw i was still only connected at 2mb. Then he gladly kept reading from his screen that i must remove all my Cookies (cool this is getting interesting) and make sure my virus protector is turned off (now hes relay going some ware here) so i obliged him anyway. Then he told me to re test my line and he would check it from his end. Again still connected at 2mb lol
Again after he came back after waffling a loading of Hindu speech to his mentor whom was sitting right next to him and then his mentor calling him Rujal (not steve) and me listening and him not knowing i understand a little Hindu my self he said "please turn off your cable modem else it may (now these are his words not mine) BLOW UP ..........."
what !!!!! he can blow up my modem all the way from India ... HOLY COW .... How can he do that .... Rujal ops i mean Steve can actually some how send a bomb down my line and blow up my cable modem or even send down more than the few volts than the line can carry and take out my modem and no one else in the street. How can he do such a thing. I started to sweat at this point and started to feel afraid that some how i have a time bob sitting in my living room waiting for some Guy in India (or is he supposed to be in the UK i never know) has a big red nob that he can hit at any time and blow up my home !!!!!!! I had to calm down and ask my lass to make me a coffee before i pee my pans with fear.
I turned round to Rujal on the phone and said "Steve were are you mate because im now worried that if i touch this bomb it might go off in my hands" he came back with im from Newport". I said "is'nt that near Newcastle ?" of which he replied with "yes its close"...... I then asked my lass to check my sleeping tablets to see if i may have taken to many .. you never know it could be just me. I then said to Rujal "Steve no offense mate but you have me very worried now that if i turn of this cable modem off it might blow up on me like you said" . He then calmed me down by explaining this could only happen if i leave it on while he runs some test's. So that calmed me down a lot now and here is me thinking that he could blow it up while i was turning it off.
So i unplugged the cable modem and told Rajal or was it Steve who resides in Newport that is near Newcastle that i had done what he had asked off me and that was to remove the fragile volatile cable modem from its power unit as he asked .....
He then told me to wait while he sends some commands to the modem and see's if he could solve this massive problem that i was having.
After about 4 min Rujal ops i mean Steve who lives in Newport near Newcastle who has the ability to blow up my cable modem in my house then came back and said "Miss Rungien" (i quickly check my genitals just in case this guy can now do gender exchange via some sort of mental telepathy or even over my cable modem line) can you please turn on back your modem (no that 's how he said it this nice UK citizen from Newport near Newcastle called Steve.....)
So i worryingly go over to my modem double checking that my genitals are still there and that my "Moob's" haven't suddenly grown into fully fledged boobs and plug back in the power supply all the while feeling a little unconformable about this simple problem.
I then tell Rujal dam done it again i mean Steve from Newport near Newcastle that has the ability to blow up my cable modem and give me a gender reassignment while all this is going on that i had done as he asked ... He then asked me miss Rugien to check my PC to see if it was now working.
I did this and holly cow its now working i have my 10Mbs back.
So i then turned round to Rujal ......dam done it again ..... i mean Steve on the phone "Thank you for sending my 10Mb Cm file and flashing my firmware on my new cable modem to what it was supposed to be, but do me a favor next time don't lie down the telephone Rujal it doesn't make your mentor who is listening in on the other end of the phone look Good and have a nice day over there in India bud" ......
This is the sort of lies you Indian staff say to us users over the phone. I am not impressed really as i have to deal with types of cock ups when peoples modems don't work as a IT engineer. This was my own cable modem this time. Im considering from now on telling my customers to not bother with virgin media as a ISP because of the out right lies your staff tell and the really bad service that you are giving us over here in the UK.
ever since NTL got taken over by virgin the service has gone down hill. it took your company 9 months just to give me back my email account and they still haven't given me back access to my FTP account witch has now been over 1.5 years.
Ill be posting this in all the forums i can because im fed up with your company and they way ive been treated and lied to even though it was funny.
Michael lee wood
Save Paper - Do you really need to print this e-mail?
for more information, and more fun.
This email and any attachments are or may be confidential and legally privileged
and are sent solely for the attention of the addressee(s). If you have received this
email in error, please delete it from your system: its use, disclosure or copying is
unauthorised. Statements and opinions expressed in this email may not represent
those of Virgin Media. Any representations or commitments in this email are
subject to contract. Please note that we are migrating our email addresses to a
company wide address of "@virginmedia.co.uk". If you are sending to a Telewest or
ntl email address your email will be re-directed.
Registered office: 160 Great Portland Street, London W1W 5QA.
Registered in England and Wales with number 2591237