Forum Discussion

Spennie's avatar
Spennie
Joining in
4 months ago

Absolute Nightmare!

Hi,

I recently switched providers on August 18th to VM, very helpful sales team sold me the package within 20 minutes no issues.

Since then I’ve just had the pre-pull team install the outside cables and my install date pushed back 3 times and it’s now been 4 weeks without any WiFi.

I’ve updated my 3 daughters & wife’s phone data with over 150gb in the last month and can’t do this anymore.

Called every department every day for the last 2 weeks but same old answers from the CS team based in India.

Can’t believe a company like VM get away with treating customers like this!

Any ideas on the next steps or any departments I can reach out on?

Any help would be appreciated.

Thanks. 

  • Have you tried the Pre-Install Team directly on 0800 052 1734 and then Option 2. The teams can get quite busy throughout the day, so it's usually best to call early in the morning (8AM - 10AM) or later in the evening (7PM - 8:30PM).

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    Yes @Spennie, as you noted the VM sales team are very efficient at getting you signed up. But the other departments, especially those responsible for the outside work, work at their own pace and have very poor communication.

    It's always best not to cancel an existing broadband contract until the new VM connection is working, but like you most people don't learn this until it's too late. 

    If you have been keeping detailed records of the installation promises, you should be entitled to the compensation that the regulator Ofcom requires for delayed installations, but VM will try to avoid paying it if they can.