Received the formulaic e-mail below from the good people at Virginbroadband. I am experiencing a disruption to service every night with no connectivity from approximately 8:30 pm until about 9am the next morning.
I understand that Virgin use the Optusnet architecture. Does anyone know of work happening in the inner north, specifically to the towers at Northbourne Ave, Rosevear Pl, and Phillip Ave? If so, does it explain my regular dropouts and how long will this work continue. It is very difficult getting specific information from Virgin.
See e-mail below…
Good day! Thanks for your email.
I have confirmed that the towers surrounding you are currently being upgraded.
Everyday we are improving our service, towers are being upgraded to give you a better connection, but somehow while in the process of upgrading, the connections of some of our members are affected.
We are unable to provide exact time frame as to when will the tower upgrade be finished as it depends on our technical people who are working on it. It may take sometime or very soon. It is one of our top priorities so it should be fixed soon.
On the other hand, the commitment of your Broadband at Home service has expired on ???????. Your service has remained active until you request for a cancellation.
Since the commitment has ended, cancelling your service will not incur a commitment fee anymore. You will just have to pay for the outstanding balance on your account if there’s any, and prorated amount of the monthly service charge with chargeable calls.
Please be aware of the following consequences before you proceed with the cancellation of your service:
– Your service will be disconnected right after you agree to cancel
– You will not be able to port the home phone number out to another service provider
– The modem will no longer be use-able
– You DO NOT need to return the modem
– You can dispose the modem as you chose to or check out your local council information online or by calling for advice on disposal.
– If you wish to port your number out to another carrier, please contact the carrier that you prefer to be with & they will do the rest. Once the port completes, this will automatically cancel your service with us. Please Note: You will be responsible for the service charges while we are waiting for the number to be ported to your new provider.
In case you proceed with the cancellation, please confirm the IMEI that we have in our records which is 35?????????? so we can proceed with it. The IMEI or serial number of the modem is 15-digits and starts with number ’35’. This number can be found underneath the modem, on the left hand side.
By the way, cancellation cannot be requested in advance and it takes 10 business days to complete.
Note: The cancellation of the service can only be requested by the Primary Account Holder.
After all that said, we do reserve the right to feel sorry that you are leaving us.
We will further evaluate how we can prevent this problem from occurring again in the future.
Please accept our sincere apologies for any trouble or inconvenience this issue has caused you.
We highly appreciate your feedback as it will assist us in becoming better in what we do. Thanks for bringing this to our attention.
If you have any further questions, please feel free to contact us again. Email support is not an instant service. There may be slight delays in receiving responses. For urgent matters, please ring Virgin Customer Service Team.
Note: Support via our Online Support Page is done by a group of online support service representatives who ONLY handle electronic queries. We do not have the facilities to make outbound calls or to deal with inbound calls. This task falls on our dedicated inbound helpdesk who you would have been calling on 1300 555 100.
Have a nice day!