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Hi there,
I've had a disappointing experience ,first one with Vmedia in the 4 years I've been with them. I wanted to share, to either give visibility to anyone moving, and/or potentially have assistance from the admins.
Note: I love Vmedia, and the service has always been great
Started a couple of weeks ago, submitted a move request via the website (because the phone tree told me so :-) ). Few days later, they requested my modem information (i'm guessing they don't see what modem I do have?).
I sent my modem information via the Chat and email, both replied stating I could not use the selected internet package without purchasing another modem - fine, I requested to keep the same speed I was on. I had to call in to have the plan changed back to the same speed - annoying, but ok. Once that was completed, The kind lady said I would get a verification email once it's been confirmed.
While annoying - nothing bad has really happened yet, and I awaited an email.
Now - to the frustrating part. Two days went by, no email - I went onto the Chat to inquire (as my moving day is tomorrow and the work I do requires internet). The chat stated - my move request has been cancelled. A day before my move, i'm finding out my internet move request has been cancelled, and why? because a payment of $64 was attempted on my expired credit card and was declined.
Few annoyances here:
- I don't use a credit card to pay my bill, all through bank payments
- For personal reasons, I don't own a credit card
- I was never told this payment was required in any of the forms and/or conversations I had prior to today.
- I did not receive an email to state that there was some sort of decline in payment (while that is my preferred form of communication); Agent stated I was called, but I don't see any VM
If I did not call, and question, I would have thought vMedia was "on there way" so to speak.
When talking to the agent, explaining the situation - while polite he was, he was not able to assist me any fashion. Agent kept repeating the payment needed to be processed before the move request can be started - which means I may not get my internet activated until mid-April. I requested to speak to a manager - he refused, stating "there is nothing a manager can do" - I work in the telcom industry, managers in call centers can to multiple things, but he still refused to pass me to a manager.
While the call was much longer, and more frustrating - that was that. I hope this assists someone in the overall customer service if they are expecting to move anytime soon. I also hope that VMedia can take this into account for future move requests.
I have no issues paying the fee - that's how companies work, I get that.. need to make money. But at no time was I told that this had to be paid PRIOR to the move request being completed, if I was I would have made a "bill payment" to put money on my account (I already have 31$ in credit because I always overpay).
While the rep put a note on my account, I will be speaking to my wife about cancelling and going with a provider that can install server ASAP (Monday, Tuesday). I will also suggest to my brother not to sign up as he is in the process of looking for a modem and he will be moving in the next few months.
I've had a disappointing experience ,first one with Vmedia in the 4 years I've been with them. I wanted to share, to either give visibility to anyone moving, and/or potentially have assistance from the admins.
Note: I love Vmedia, and the service has always been great
Started a couple of weeks ago, submitted a move request via the website (because the phone tree told me so :-) ). Few days later, they requested my modem information (i'm guessing they don't see what modem I do have?).
I sent my modem information via the Chat and email, both replied stating I could not use the selected internet package without purchasing another modem - fine, I requested to keep the same speed I was on. I had to call in to have the plan changed back to the same speed - annoying, but ok. Once that was completed, The kind lady said I would get a verification email once it's been confirmed.
While annoying - nothing bad has really happened yet, and I awaited an email.
Now - to the frustrating part. Two days went by, no email - I went onto the Chat to inquire (as my moving day is tomorrow and the work I do requires internet). The chat stated - my move request has been cancelled. A day before my move, i'm finding out my internet move request has been cancelled, and why? because a payment of $64 was attempted on my expired credit card and was declined.
Few annoyances here:
- I don't use a credit card to pay my bill, all through bank payments
- For personal reasons, I don't own a credit card
- I was never told this payment was required in any of the forms and/or conversations I had prior to today.
- I did not receive an email to state that there was some sort of decline in payment (while that is my preferred form of communication); Agent stated I was called, but I don't see any VM
If I did not call, and question, I would have thought vMedia was "on there way" so to speak.
When talking to the agent, explaining the situation - while polite he was, he was not able to assist me any fashion. Agent kept repeating the payment needed to be processed before the move request can be started - which means I may not get my internet activated until mid-April. I requested to speak to a manager - he refused, stating "there is nothing a manager can do" - I work in the telcom industry, managers in call centers can to multiple things, but he still refused to pass me to a manager.
While the call was much longer, and more frustrating - that was that. I hope this assists someone in the overall customer service if they are expecting to move anytime soon. I also hope that VMedia can take this into account for future move requests.
I have no issues paying the fee - that's how companies work, I get that.. need to make money. But at no time was I told that this had to be paid PRIOR to the move request being completed, if I was I would have made a "bill payment" to put money on my account (I already have 31$ in credit because I always overpay).
While the rep put a note on my account, I will be speaking to my wife about cancelling and going with a provider that can install server ASAP (Monday, Tuesday). I will also suggest to my brother not to sign up as he is in the process of looking for a modem and he will be moving in the next few months.
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