Forum Discussion

aswilbourn's avatar
aswilbourn
Joining in
17 days ago

6th Installation in 6 months cancelled!

Moved in to our new host June last and arranged for Virgin to be installed soon after. The first appointment got moved, then the second, then the third and then the fourth before getting a very blunt reply from someone in India saying it can not be installed. So after 3 months of waiting for Virgin to be installed and having to tether to our mobile phones during this time to get Internet decided to go with Vodafone.

In October someone from Virgin visited the house personally and said it DEFINETLY can be installed and apologised for the confusion earlier in the year. So we signed up with him there and then....Installation date was moved twice before once again I got a call from India saying my installation was cancelled but with no reason why.

I received yet another visit in December apologising and once again ensuring me all work is complete and it can be installed. Installation date was set for 8th January (today) and still no engineer has arrived. I checked my installation progress and it now states 'It Looks like you don't have any open orders!' However, when I click on Help, Broadband, Manage orders and appointments I can see the installation but it is still stuck at 'Preparing your property'

Can someone please message me and look into this...its getting ridiculous now and I am getting absolutely no feedback from the Support teams in India!

 

  • aswilbourn's avatar
    aswilbourn
    Joining in
    3 months ago

    Hi all!

    Just been on with live chat and on the phone and I'm afraid as I had experienced earlier this year the customer service is appalling, and they are just not getting the question I am trying to ask.....so I thought I would post it here so someone from Virgin can see it and hopefully help like earlier this year...

    We originally had an account under my partners name [REMOVED] and registered to W*****@hotmail.co.uk.

    We moved house in June of this year and were told by Virgin we could get broadband installed at our new address. A new account of [REMOVED] was set up and was also registered to W*****@hotmail.co.uk . However, after nearly 3 months of the installation date being continually pushed back, we were informed that Virgin Broadband was not actually available in our area.

    As such we reluctantly took out a contract with Vodafone to have our broadband delivered over our existing telephone line.

    A representative from Virgin called at the house yesterday and said Virgin Broadband was now definitely available at our address and apologised for the confusion earlier this year (It would appear the cable wasn’t quite reaching our address earlier in the year). As such we signed up for a NEW account again under [REMOVED].

    So the 2 questions I have are as follows:

    • I have tried accessing the new account details both online and via the app. However, when I try and associate this new account with my email address W*****@hotmail.co.uk  it states the email address is already in use. Can this new account please be associated with my email address?
    • Also, the Virgin representative asked me to enquire about additional compensation/offers. Due to the fact we had multiple failed installations this year by Virgin and in the end had to go with Vodafone we are now tied into a 24 months contract and only 2 months in meaning our early cancellation fee will be £333.04 ☹

    Thanks for your assistance on the 2 above queries.

    [MOD EDIT: Personal and private information has been removed from this post.]

    • Alex_RM's avatar
      Alex_RM
      Forum Team
      3 months ago

      Hi aswilbourn,

      Thanks for posting, and sorry to hear of the experience you've had previously.

      We're happy to take a closer look at things to check if the address is serviceable, in regards to the email, I've popped you over a private message to get a few more details. If you are still in contract with Vodafone and decide to leave them early, any disconnection fees would be your responsibility.

      Alex_Rm

    • aswilbourn's avatar
      aswilbourn
      Joining in
      3 months ago

      Just want to say thanks to Alex for trying to help on this however absolutely terrible experience from Virgin  once again. Received a phone a call from their Call Centre a couple of days ago to say my account was on hold as my address was not serviceable...sigh! Literally less than a week after a Virgin representative came to my front door apologised for the issues earlier in the year and saying it is DEFINETLY now available at my address even after I asked him several times if he was sure....easily the worst experience I have ever had with a company.

  • Steven_L's avatar
    Steven_L
    Forum Team
    17 days ago

    Thanks for coming back to us aswilbourn. We're sorry to hear of the issues that you're having with your install. I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
    Kind Regards,
    Steven_L

  • aswilbourn's avatar
    aswilbourn
    Joining in
    9 days ago

    Hi Steven,

    This is all a bit of a mess at the moment I'm afraid. Some orders are under my name and some are under my partners. I have an official complaint raised at the moment I am currently awaiting feedback on . Complaint reference: C-0901252534