Menu
Reply
  • 19
  • 0
  • 0
Rojo_Habe
Tuning in
262 Views
Message 1 of 5
Flag for a moderator

Just why should I keep my contratct after this?

Some time ago I cancelled my order for a V6 upgrade (back when there was still a £20 admin fee) because they emailed me on the morning of delivery to say they wouldn't be delivering, and picked a new date at random that didn't suit me.  As you can imagine, I was outraged by this, and cancelling was a bit of a knee-jerk reactionk, but I figured the upgrae was more in virgin's interest than mine, so whatever.

More recently, I learned that the upgrade is now completely free, and that the delivery can now be click & collect, so I tried again.  Nine days ago I received an email thanking me for my order and stating: "We'll confirm your delivery date ".

Today is delivery day.  No such confirmation ever arrived.  I did receive an email yesterday saying "Thanks for making those changes to your Virgin Media package." along with an invoice for £0.00 and a detail of what my package now comprises.  Thing is, I've received no package and therefore made no changes, and am now paying (admittedly no different than before) for a V6 box that I do not have.  How long before one of my Tivo boxes deactivates, or, worse still, my Super Hub 2 (or whateverthehell it's called) stops working because my account shows different equipment?

More to the point: the company has let me down in so many ways, not once, but twice in the last three months (and oh so many times before that).  Really, what's keeping me here?  Granted, the Internet (I refuse to use the word 'broadband' as it's become horribly abused in the last decade) is superior to anything else on sale in the UK, but as a loyal customer since the early nineteys, should I really have to contend with such contempt for the customer base?

0 Kudos
Reply
  • 7.86K
  • 246
  • 544
Forum Team
Forum Team
177 Views
Message 2 of 5
Flag for a moderator

Re: Just why should I keep my contratct after this?

Hi Rojo_Habe,

Thanks for your post on the Community and welcome. I'm sorry to hear that there's been a problem with your V6 delivery and that you haven't received it yet. Apologies also for the delay in responding here.

Since posting, have you been in touch with us so that we can book an installation for you in order to resolve this issue?

 

 


Need help changing SIM card? Find out more about activating your 4G ready SIM. 4G SIM Swap Help


0 Kudos
Reply
  • 19
  • 0
  • 0
Rojo_Habe
Tuning in
144 Views
Message 3 of 5
Flag for a moderator

Re: Just why should I keep my contratct after this?

Indeed I have been in touch!  Many times.

So far with this order, a total of three have been sent to me and returned to sender.  The first two appear to have been refused by the Collect Plus agent so the third was sent to my home, with an absolute promise that it would arrive on Monday just gone (12th Feb).  Not before, not after. 

I received a text on Monday, telling me they'd just sent a hit to my new box, so I called to confirm it would be definitely arriving on that day.  I was told it had been delayed till the 14th so I asked for the Yodel tracking number (since there was no evidence on my account that any order had been placed) and looked it up to discover that in fact it hadn't been delayed, but delivery had been attempted on the wrong day (Friday the 9th) and they'd sent it back saying it had been refused at the door.  I can tell you that at 1650 that day there was no such delivery attempt.

Each time, I receive zero notification about any of this; it seems to register as a successful delivery on your end and the case is closed.  Every time I ring back to find out what's happening I'm given incorrect information.

This time they're sending an Engineer on Friday AM (16th Feb), to take Yodel out of the equation.  I told them it absolutely has to be AM, as I won't be available from 1PM onwards.  I've just checked my account on the website and so far this appointment remains intact.

We'll see what happens...

0 Kudos
Reply
  • 1.68K
  • 25
  • 37
Forum Team
Forum Team
123 Views
Message 4 of 5
Flag for a moderator

Re: Just why should I keep my contratct after this?

Thanks for your reply Rojo_Habe and apologies again for the experience you've had when upgrading, it's not what we'd hoped for you.

I'm glad our advisors have taken action and arranged an engineer to visit, this way we can make sure it definitely arrives by eliminating a third party courier, and our engineer can make sure everything is working in tip-top order before leaving.

I'm sure everything will go as planned this time around, however you can feel free to drop us a line here if you need any further help.

Best,

 

Michael_JK
Forum Team

Need help changing SIM card? Find out more about activating your 4G ready SIM. 4G SIM Swap Help


0 Kudos
Reply
  • 19
  • 0
  • 0
Rojo_Habe
Tuning in
70 Views
Message 5 of 5
Flag for a moderator

Re: Just why should I keep my contratct after this?

Just thought I'd drop you a quick update:

I got a call on Friday morning from a confused sounding repair tech wondering exactly what was required of him.  I explained the situation over a cup of coffee and now have my shiny new V6 box Smiley Happy

One small wrinkle: it won't load Netflix:

  20180217_121422.jpg

The tech did say sometimes it can take 24 hours but it's been more than that now.  It's not a big issue as I have other avenues to watch Netflix, but if you could look into this I would be grateful.

 

Many thanks

 

John

 

0 Kudos
Reply