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oldcanon
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Why have Virgin removed the ability to track orders / engineer appointments?

I have a new contract due to start on 9th Feb for the VIP service.

In the "good old days" it was possible to go to my virgin and look up details of the engineer visit,  and change times etc. Now all I see is, we cant provide that information, please phone.

 

I arranged this change to my contract via retentions and the helpful person I set it up with suggested I get in touch with them to see if it was possible to get a cancellation to bring it forward

Every time I try this the message is, we are very busy, it could take up to 10 minutes, please try another time

I have , many times and it remains the same

What is the matter, don't Virgin wish to talk to their customers any more, I'm getting very frustrated

 

 

 

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Re: Why have Virgin removed the ability to track orders / engineer appointments?

Hi oldcanon, 

 

Thanks for coming back and keeping me posted on how you're getting on. 

 

Any issues or feedback we have, we do pass over to the My VM team so rest assured your comments have been passed over. 

 

If you have any further issues, come back and let us know.

 

Thanks,

Kath_F
Forum Team

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Corinneangela
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Re: Why have Virgin removed the ability to track orders / engineer appointments?

I can't track mine online either, although others here can it seems..  Probably not wise to try to change your appointment online anyway, as there have been some issues doing that.

Can't say I have had that many issues ringing them, perhaps I have just been lucky, but I haven't been kept waiting 'too long' on the phone.

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oldcanon
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Re: Why have Virgin removed the ability to track orders / engineer appointments?

thanks for your input, I've been unable to track for months or check on the engineers visit arrangements and its very aggravating when I am dealing with a company that specialises in communications
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Re: Why have Virgin removed the ability to track orders / engineer appointments?

Hi oldcanon, 

 

Thanks for your post and apologies to hear you've not been able to access the work order details via My Virgin Media. 

 

When looking to reschedule your appointment, you can only view appointments after your original date anyway so if you're looking for a cancellation, you'll need to call. 

 

If you're free whenever, we can also take a look for you however if it's available we would have to book it there and then. If you were unable to make it then there's no guarantee that your initial date would still be free.

 

Just pop me a message if you would like me to take a look. If not the team can be reached on 150 / 0345 454 1111.

 

Thanks, 

Kath_F
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oldcanon
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Re: Why have Virgin removed the ability to track orders / engineer appointments?

I was aiming to come back here to report, that I finally managed to get through and have resolved all my issues. It wasn't easy, the Chat service wasn't working and it took many attempts to get through via phone before I finally managed, but its resolved now

I regret to say that having been with your service since its inception I do feel that it has become less "customer friendly", maybe worth a poll of your customers to get wider feedback to help you improve?
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Message 6 of 6
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Re: Why have Virgin removed the ability to track orders / engineer appointments?

Hi oldcanon, 

 

Thanks for coming back and keeping me posted on how you're getting on. 

 

Any issues or feedback we have, we do pass over to the My VM team so rest assured your comments have been passed over. 

 

If you have any further issues, come back and let us know.

 

Thanks,

Kath_F
Forum Team

Tech fan? Have you read our Digital life blog yet? Check it out