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rubymay95's avatar
rubymay95
Joining in
2 days ago

Pre Installation Nightmare - please help me speak to a person from UK field Team

The pre installation was due to be completed nearly 3 weeks ago and every time it has been scheduled no one turns up. I have called about 30 times and everytime going through to a call centre in India who cannot help me and just keep telling me it’s been changed to a later date and wait a few more days. I have raised it as a complaint multiple times and the escalations go no where and no one calls back. I have been told I am waiting for a field audit survey but they keep not turning up and not adding any notes as to why. We both work from home and have no other provider due to only recently moving in. Please can someone advise what I can I do next and how I can try and speak to someone from UK. I am at my wits end with it. I knew the customer service was bad from Virgin but this feels impossible! 

complaint
Help
Pre instalation team
Pre install survey
Pre installation
UK

1 Reply

  • Vikki_M's avatar
    Vikki_M
    Icon for Forum Team rankForum Team
    2 days ago

    Hi rubymay95,

    Thanks for your post and welcome to our community.

    We're very sorry to hear your installation has been delayed. 

    We're limited to what we can do here as installation concerns are handled by a specialised team. 

    We can however raise a complaint to that team for you if this hasn't yet been done.

    I'll send you a private message now. 

    Please look out for the envelope in the top right of the page and pop back to me when you can.