Wednesday 16 February 2011: Connected to the world
After a week fighting with our internet,
today I finally lost my rag.
On top of everything, a 'contract extension' letter came though despite being assured that wouldn't be the case.
After 90mins being told by support teams that it must be a problem on my end (despite them not actually even understanding the problem)
I'd had enough
Desperation calls for bold moves
So I emailed the Virgin CEO directly.
Sure, that just gets passed to a specalised complaints team
but my hunch that they may have more power paid off
Shortly after I received a call
and today a friendly support technician who actually knew what a upnp NAT address and 'firmware issues' meant.
A(nother) new Modem will be here on Saturday.
I wouldn't normally go to such lengths
but given the speedy resolution, it won't exactly discourage me from doing the same again.
All in all, I actually like Virgin. Their call centers are always friendly.
The bigger issue here is that no one caters for geeks. First line support is just full of muppets!