Virgin Very Bad Tonight

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Skeptik

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It was fine this afternoon, but now I don't think I have EVER seen it so bad !!
It stalls all the time and has already disconnected twice. That's unusual. Normally it stalls and I do the disconnect-connect routine (which stuffs up the modem).

Time to get that chain letter going to Richard Branson again.

If this is how VM and Gerald Terblanche 'improves' the service when we complain, then I don't hold out much hope for Virgin.:mad:
 
Hey, IMHO Gerald Terblance is a major t****r and would rather argue with you and claim that it's somehow your fault than actually address the problem. Still amazes me that we don't point fingers directly at Cell C for the network failures, although I know it is Virgin's responsibility to get these sorted out as you are their customer. Good luck, I've already given up with mobile broadband and headed over to ADSL. Less stress.
 
jb007za, I disagree with you, in several communications on this very forum I have mentioned that there is a problem with GPRS which is being attended to, however it is taking quite long to resolve and I understand the frustration, it cannot be a user fault when so many of our customers experience similar symptoms. We would love to resolve the problem, in some cases we have managed to resolve through boosting the signal in your home location, unfortunately that is not always the issue.

Please drop me a line so we can try and identify if we have an interim solution.

Regards,

Gerald

[email protected]
 
i use virgin all day every day......never seem to have any major problems...ok it's deffinatly not as fast as mtn's edge service....but i dont have to worry about loosing my data at the end of the month or battle to load another data bundle and sim swap all the time. If Virgin manage to give us true edge speeds and hopefully 3G at 50c/mb......they will be invinsiable........VIRGIN I"M WITH YOU
 
Why were these problems/issues not sorted out before the launch? Its been going on for almost as long as Virgin's been operational.
 
I use my Virgin sim in my E620 data card, and as long as I set it to use Vodacom only and not 'Auto Choose Network', I hardly ever lose connection and most of the time I get 3G connection and even HSDPA - so I am one happy user!
 
GTVM said:
jb007za, I disagree with you, in several communications on this very forum I have mentioned that there is a problem with GPRS which is being attended to, however it is taking quite long to resolve and I understand the frustration, it cannot be a user fault when so many of our customers experience similar symptoms. We would love to resolve the problem, in some cases we have managed to resolve through boosting the signal in your home location, unfortunately that is not always the issue.

Please drop me a line so we can try and identify if we have an interim solution.

Regards,

Gerald

[email protected]
Click to expand...

We've been complaining about this for a long time. It gets better, then gets worse. We complained a short while ago and lo and behold it gets much worse.

Some suggestions, since it's clear you haven't yet got a handle on the problem:mad: :

1. Employ people to monitor the system quality. Stick one on GPRS and another on EDGE. I'll bet you don't use your own service at home.

2. Provide public access to the data helpdesk. Going through the 123 line is horrendous. They haven't a clue what "data" is, much less GPRS.

3. Keep everyone informed about the status of data. Then they don't have to thumb suck about existing problems.

4. Give customers tracking numbers. I know you have a Case system, so why are your operators not using it??

5. Call people back. Shane?? Koooeee! Shane?? r u there??

6. Call people back.

7. Call people back.

8. Call people back.
(Just in case you have already forgotten :D )
 
O shot, you forgot to mention one thing Skeptik:

Call people back :D ;) :p
 
Virgin is always bad 24/7, they still doing nothing about the problem or are they?
 
Gerald, whilst I do appreciate your responding so politely and enthusiastically on this public forum, why can't I obtain the same level of service when liaising with you directly (i.e. outside of the public eye)? Admittedly, maybe you were just having a bad day but I'm sure Richard Brandson wouldn't have endorsed your approach on dealing with a customer complaint. I don't intend to take the matter futher though. Just be on your best behaviour for future interactions with customers.

The bottom line here... service from Virgin Mobile isn't what I would expect (that is, it's worse). In marketing terms, that equals customer dissatisfaction. Plain and simple.
 
jb007za said:
Gerald, whilst I do appreciate your responding so politely and enthusiastically on this public forum, why can't I obtain the same level of service when liaising with you directly (i.e. outside of the public eye)? Admittedly, maybe you were just having a bad day but I'm sure Richard Brandson wouldn't have endorsed your approach on dealing with a customer complaint. I don't intend to take the matter futher though. Just be on your best behaviour for future interactions with customers.

The bottom line here... service from Virgin Mobile isn't what I would expect (that is, it's worse). In marketing terms, that equals customer dissatisfaction. Plain and simple.
Click to expand...
jb007za, I found out quickly that Gerald is spin doctor from way back. I've taped various 'revealing' calls (which they don't like so don't tell them:D ) and am considering publishing them. I want to hear first what his 'master plan' is first before I make him disappear.
I recommend very strongly that you record all interactions with Gerald, his deputy or any of their direct staff to avoid any "I didn't say that" argument.
 
I would like to refer back to my previous posts in this thread and list them as the reason why I have now MOVED ON TO MTN!!!

Data Rates: Just as cheap, even cheaper on the bigger bundles and you can get them on prepaid!

Data Speed: 3G hsdpa / 3G / EDGE (Real, fast, reliable EDGE, not the Cell C version of it!)

Data reliability: Great, dont have to reconnect umpteen times to download a small file, and not even bother to attempt a large file

Service: Great

Regular feedback and updates by a forum rep: YES!

Call rates: On a monthly calculation for prepaid, using around 300-500 minutes per month: Cheaper by quite a some margin.

Frustration levels: GONE!!!

Me: Gone, bye bye Virgin Mobile
 
Literally unusable tonight. Switched to EDGE on Cell C only and now everything seems fine. It's slow but usable at least.
 
Could Virgin increase data support.

Dialing 123 has a very good waiting time, as there is none. This is a big plus.

A real downside is the data support call-back. I think virgin must really change this to instant support, rather than having to wait a day or 2 or recieve no call-back.

Whilst it seems the 123 basic support is well covered by virgin people, the data side aint.
 
ANd to top up a prpaid its a mission,I do mine by phone banking,but i am sorry for those that need to go and fine a place that sells vm airtime.(only selected places)
 
There's quite a number of places selling the airtime. It's just that none of them sell their airtime at discount prices. Maybe this is Virgin's intent that they don't have to give discounts and can sell their airtime to the retailer at the maximum price.

Well I have my fast connection again, now EDGE seems to be gone again. There's still the same international sites which are down including google-analytics which makes every myadsl page hang.
 
Im also experiencing ‘Very Bad’ (understatement) VM GPRS tonight. This is the first time I’ve had problems with VM for '07. Wonder what could be wrong...cause this is really Bad – as in SLOW. Unusable.

Disclaimer…VM aint Always like this!
 
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