Nathan to the rescue

I need to add an appendix to my last post, as I am now at home and ON LINE. You’d have thought frustration levels couldn’t have risen from Monday, but there were a number of developments in our Virgin Media saga. 

1. On returning from the internet café I saw some neighbours who also use Virgin Media and learned that they were having no problems. Conclusion it was not an area problem. We passed the information on to VM.

2. I began to receive text messages:

“Virgin Media Outage Update – ID F…..532. We’re pleased to tell you this issue is now fixed. Best wishes, the Virgin Media Team.” Great news – except it still wasn’t. So I wrote a message saying, “No, it’s not. Please come and sort it out.” Only it refused to be sent. Presumably Virgin have a one-way only text number. 

3. On Monday evening and again early on Tuesday, we had phone messages from Bangladesh saying a technician would come and sort things out for us. Yippee! But 30 minutes and 60 minutes later we received more phone messages telling us the issue was now fixed. It wasn’t. And so I rang VM and told them. As Jane was out I couldn’t go through their standardised rigmarole of checking the router lights etc which Jane had done twice before. 

Somehow the chap in Bangladesh understood me sufficiently and in the end said that indeed a technician would come and help that morning. Well, Nathan (for he was the longed-for technician) arrived. He ran checks and changed the router. Still it was not working…. So he went to the local junction box and found that our line hadn’t been labelled and had a “noise blocker” on it. When and why it was put there is a mystery, but now at last we’re on line again. Phew! Nathan said we might receive a customer satisfaction survey. That was to do with his performance – not Virgin Media’s. If it were the latter, it would be way into negative scores. Nathan’s would be highly positive. Thanks, Nathan.