Forum Discussion

nigelss's avatar
nigelss
Up to speed
19 hours ago

Installation Order Details Wrong?

I called VM this morning and arranged for the installation of a V6 box running Tivo software as an additional TV box. I still need the old Tivo box with SCART connection at present. I recorded the call (and did of course let the agent know I would be doing so).

Installation was arranged for between 1pm - 6pm on 5th July. I also confirmed the order details with the agent as to add a second TV box being a V6 box running Tivo software. I just played the recording again and checked these details, all clearly audible.

I see an order has appeared in MyVIrginMedia for between 8am - 1pm on 5th July which lists the services ordered as TV, Phone, and Broadband. So everything correct except wrong services and wrong time.

Please could a member of forum staff get in touch so I can pass on the order reference and account details in the hope that they can find out what is going on. I need to know when the engineer will be calling (am/pm) on the 5th and for what purpose!

Thanks,

Nigel

3 Replies

  • Gareth_L's avatar
    Gareth_L
    Icon for Forum Team rankForum Team
    16 hours ago

    Hello nigelss.

    Thanks for your post. 
    Sorry to hear about the confusion caused with your installation.
    I’d like to investigate this for you. 
    If you don't mind, I’ll need to send you a private message to pass security. 
    If you can check the envelope top right of your screen, that would be great. 
    Regards     
    Gareth_L
     

     

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    18 hours ago

    Good luck with your new V6.  I fear the favourite VM word "confusion" may be about to emerge. 

    • nigelss's avatar
      nigelss
      Up to speed
      7 hours ago

      Hopefully all will be well. Forum team member Gareth has been able to confirm the appointment date/time and also what is happening on the day. I must thank him here for taking care of the matter in such a friendly and helpful way. I will report back after the installation date. If all goes to plan I will be a happy chap for the next 18 months :-)