Forum Discussion

DJBenz's avatar
DJBenz
Tuning in
8 months ago

Address availability issue - APPALLING SERVICE from Virgin

So... like many people I'm suffering from my particular property not being available on the postcode checker, even though the local area has had Virgin Fibre (via telegraph poles) installed, and a pole being directly opposite the property concerned.

So I filled in the form after clicking "My address is not shown" and waited... and waited... and nothing (yes, I waited the 10 working days the website suggests).

So I filled in the form again. And waited... and waited... and nothing

I managed to get hold of a contact number for the Community Liaison Officer who was helping local people with the service pre and during the rollout. I rang probably 10 times over a week and the call was never answered, it just rang to voicemail. I managed to get the email address for the same and sent an email asking if they would contact me regarding the service. A week went by - no reply.

I decided to fill in the form again, third time's a charm, right? I waited... and waited...

SUCCESS! A text message from Virgin saying "I have been trying to get in touch with you" (they hadn't, there were no missed calls on either number I provided) "please contact me on my direct number"

I called and a young lady said she would look into it for me and get back to me (this was Wednesday last week, 5th June). I asked how long it would take, she said "I should know something by Friday". Friday came and went, no phone call. 

I called on Monday (10th June) for an update. No answer, phone rings to voicemail. I left a voice message and sent an SMS asking for a callback. Nothing. I called 13 times in total.

I called Tuesday. Same story... 9 times in total. Managed to get through and she said she would check with her manager and call me back. Guess what? No call back.

Wednesday, still no call back. Busy with work didn't get a chance to call in.

Today, TWENTY SIX TIMES I have called the number. It's never answered and there's seemingly no inclination from anyone within the company to call customers back. If this is how you treat a POTENTIAL customer, I'd hate to see how poor the service is when you're actually taking money from them. It's little wonder you're currently languishing at 1.6 overall on TrustPilot, your customer service is an absolute shambles.

 

 

  • jbrennand's avatar
    jbrennand
    Very Insightful Person

    What number are you calling?  Is it the Pre-installation and delivery team on 0800 052 1734 ?

    A VM person will respond here soon

    • DJBenz's avatar
      DJBenz
      Tuning in

      No, it's a direct number from one of the Outbound Sales Representatives. I cross checked the details against LinkedIn and it's legit.

      • David_Bn's avatar
        David_Bn
        Forum Team

        Thanks for reaching out to us DJBenz, and a very warm welcome to our Community Forums!

        Sorry to hear of the difficulty faced when trying to speak to our team to discuss the potential install of our services at your property.

        I'd be happy to look into this for you, to see if we can assist you in getting some movement on this one.

        Check out the envelope in the top right hand corner for a private message from me

        Thanks,

        David_Bn

  • Day 10, still no response from Field Surveys, despite requesting an update.

  • So the final update to the thread is that I have a clear answer that the home is unserviceable. Disappointing, but at least there is closure to the enquiry. None of this would have got anywhere if it wasn't for David_Bn of the forum team chasing this internally.

    The gaping chasm of standards between the wholly inept customer services and the forum team (with the latter seemingly the only people who can get things done) is frankly stunning in this day and age, so it's perhaps a lucky escape. Thanks again to David, without whom none of this would have been resolved.