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David5511
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Message 1 of 8
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Install failure.

Hello and welcome to my new install!

Been given a response of 1 to 2 weeks for a response over the phone about this complaint.

Actually kinda sickened that it was pretty much left in this state.

 Does anyone have the head office number as I don't fancy playing a waiting game on this one? 

Thanks.

unnamed.jpg

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Romey75
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Message 2 of 8
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Re: Install failure.

I've had the same experience, now into the 4th week.

If you do find the head office number, please post.

Thanks

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David5511
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Message 3 of 8
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Re: Install failure.

What did they say to you? I got told head office will contact me within 1-2 weeks. How is that even acceptable?

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Forum Team
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Message 4 of 8
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Re: Install failure.

Hi David5511

Thank you so much for letting us know about the issue pictured above with the install quality.

I am so sorry to see that you have had this experience with us Smiley Sad

I can see that this was escalated for you and the contractors have attended yesterday to fix this for you.

They have also left a voicemail for you yesterday once the work was completed to check back in with you to make sure you were happy with the work that was carried out to resolve this.

If there is anything that you would like us to feedback on this for you direct to the teams then please just let us know.

Kind regards.

Karen_A
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Forum Team
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Message 5 of 8
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Re: Install failure.

Hey Romney75

Thanks for bringing this up with us and a warm welcome to you too Smiley Happy

I am sorry your issues have been ongoing for a few weeks. I have checked and can see you have had this escalated to one of our managers today and that they have also emailed you a copy of what has been requested to rectify the issues you have had in getting this sorted with us.

Please keep in touch if you need us to support you further with this or anything else.

Kind regards.

Karen_A
Forum Team

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pyrotenax
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Message 6 of 8
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Re: Install failure.

@David5511 .. could you please post a photo of the completed "fix" ? I hope everything is to your satisfaction now (even though it should never have come to this)



Running ASUS RT-AC88U with Asuswrt-Merlin firmware
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Romey75
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Message 7 of 8
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Re: Install failure.

Thanks Karen, hopefully it can all be resolved soon.
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Romey75
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Message 8 of 8
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Re: Install failure.

Thanks, 

Just an update this has now been resolved. 

A senior Engineer came out and put right all the bad installation work. 

I'm now online and with a working telephone line. 

I wouldn't expect to be charged for the time I went without service. 

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