Hi, after being enthusiastically pursued by virgin for a long time, including home visits, I have agreed to give them a try for broadband and tv.
Installation date of dec 19th agreed some 3 weeks before.
Engineer showed up on 19th but said it was 2 man job and needs 2 man crew. Was promised a call 30 mins after he left.
after no call in 90 mins I spoke to customer service who put me through to installs who quoted January 3rd!
I said this was unacceptable and asked to be put through to customer services. they understood the upset to the family this had caused, not getting Virgin TV for Christmas, and pulled out all the stops, or so I though. Booked another installation date for today, 20th December 2016 and engineer would call 2 hours before showing up for 0800-1300 install slot.
After having no contact by 1000, I called customer services, who told me that install booked for January 3rd! This has never been agreed with me and is not acceptable. After being put on hold for 15 mins I finally got through to pre-install team who said they would investigate and get back to me after having spoken to an area manager.
After another hour of waiting, I have been on a web chat to raise a complaint, but again, not offered any resolution other than to log a complaint and told that install team would be in touch.
I have now took 2 days off work and have 2 upset kids. I have no agreed installation date.
Very, very poor service. Can anybody help me please?
hiya @CityBoy1 sadly not much can be done via the forum community, since the engineers booked out by the forum staff are mainly for technical related faults with service, since looks like the first available time slot was arranged for the 3rd of January, since it's unlikely there will be any slots opening up.. you could always try and call them back to see if this is the case.
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Thanks for the reply @paultechy. I have spent a lot of time on the phone today. If I get no callback in next few hours then I shall be cancelling my order. I had been warned that Virgin Customer Service was legendary, and I am now living it myself before even being a customer!