Broken Promises

Question

So, I decided to break free from Sky to give Virgin Media a go as they had a good offer advertised online. Ordered a BB/TV/Phone package on Thursday 1/8, delighted to get a response that my equipment would be delivered on Monday 5/8.

Took the day off work to receive my delivery, Yodel finally arrived at 4.30pm but only had my BB Hub no TV Box, driver said that was all there was.

Contacted Customer Services via bot and eventually had a long Whatsapp convo, told box would be with me in 24hrs. No email or text confirmation ... nothing arrived.

Phoned Customer Services and had a long conversation with Sadi who promised delivery in 48 hours. No email or text ... Nothing arrived.

Phoned Customer Services, another long convo, promised box would be delivered on Saturday, I said would I receive a confirmation email or text , he said both.

No email or text ... Nothing arrived.

In desperation contacted New Install team and spoke to Alston, he told me the "team" had rejected the replacement ... what replacement I have received nothing!

He said he would call me back at 5pm as he worked until 8pm. No call by 7pm so I phoned back ... closed.

All 4 people I have had conversations with have offered a free Engineer Install (pretty pointless when I have no equipment) Perhaps that is the extent of their power or maybe just a standard answer?

I am glad I am still within my 14 days cancellation period and feel sorry for people trapped in a contract with this company. I guess I will have to accept the Sky retentions team offer. Very disappointed

Cardiffman282 · Answer

Indeed. Just imagine what it is like once you are locked in.&nbsp;

spell · Answer

The contract does not start until the installation is satisfactorily completed and working correctly - that is when the 14 day cancellation period begins - you can cancel the actual installation at any time before that.

Of course the phrase 'steps are in place' is just a fob off - nobody actually seems to know what is going off at VM - confusion reigns.

newapollo · Answer

Zippy44&nbsp;wrote:So, I decided to break free from Sky to give Virgin Media a go as they had a good offer advertised online. Ordered a BB/TV/Phone package on Thursday 1/8, delighted to get a response that my equipment would be delivered on Monday 5/8.Took the day off work to receive my delivery, Yodel finally arrived at 4.30pm but only had my BB Hub no TV Box, driver said that was all there was.All 4 people I have had conversations with have offered a free Engineer Install (pretty pointless when I have no equipment) Perhaps that is the extent of their power or maybe just a standard answer?I am glad I am still within my 14 days cancellation period and feel sorry for people trapped in a contract with this company. I guess I will have to accept the Sky retentions team offer. Very disappointed&nbsp;&nbsp;&nbsp;If you've been offered a free engineer install then the engineer will bring the missing TV set top box equipment.

Zippy44 · Answer

Hi newapolloI understand that, thank you.None of the conversations resulted in them actually booking anything in so I am still none the wiser as to what is happening.The last conversation (where I was supposed to receive a call at 5pm which didn't materialise) even mentioned he could do something to upgrade my hub and BB speed.I should have waited on the phone but was fobbed off with his promise to call back.Lesson learned

Carley_S · Answer

Hi Zippy44&nbsp;
Welcome to the community forums&nbsp;
So sorry to hear you've had a poor experience with us as a new customer, this is certainly not the level of service we aim to provide.&nbsp;
We can see on the systems at our side that there are steps in place to get this fully resolved for you, please do keep us posted should you've any further concerns at all and we'll be more than happy to assist where we can here.&nbsp;

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