Back in January (Three months ago, at the time of writing) we regarded our cable modem with Virgin Media (NTL Telewest Business) and added an additional one to increase our internet connection. We only had one critical thing for Virgin to do, which was keep our fixed IP, it was written clearly on the order form (of which there were two identical, one for each line). The day of installation came and we got both line up with our existing IP address and a new one which was one different, all looked well and good.
Three months later after Easter our primary internet connection goes down, eventually we get the line back up, no thanks to technical support, they never got back to us. When the line came back up our fixed IP which as we had stated is critical had gone. After three days of constant calling to various departments at Virgin Media, Technical Support, Customer services and sales, we managed to find out that someone had not processed our order correctly and our fixed IP was not on our account.
Even once we had found out what the problem was we couldn’t get it fixed no one seemed to understand or care what we needed or the importance of it all they would do is pass the buck and blame another department. Eventually at the end of day three someone in technical support did tell us that the IP address we had been given one day one was a new fixed IP, but no one could be bothered to tell us that over the previous Three days.
One hour later after a phone call and an email to our hosting provider Star had our IP registration changed at their end and all of our systems worked again. This was the final nail in the coffin for Virgin Media Customer services, in three days they were so unhelpful, whereas star were great even pushing our resolution through quickly to help us out – despite the fact it was not their fault.
Star customer services rock – Virgin media Customer services suck big time.
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