Forum Discussion

moatboys's avatar
moatboys
Tuning in
14 days ago

Broken promises

What should have a been a straight forward transfer of services, has left me in a never ending loop of install dates that keep changing, 4 times now since 04/12/24 leaving us with no Services, the problem is a blockage in the ducting that brings the cable from the green box directly outside our front gate, I've rung VM customer services countless times, Installs in South Africa and customer services in India, I have been assured and promised on two different occasions that the work will definitely be done within 72 hours and the inside install can then go ahead, but that time just comes and goes then the install date is moved forward. A permit for highways take 7 days, so why oh why are we still waiting, it's impossible to speak to anyone in the UK despite what ever number you dial. The call centers will just tell you what you want to hear without a care in the world, why o why can't some one from VM just tell me when we will have our services restored if at all

  • -tony-'s avatar
    -tony-
    Alessandro Volta
    14 days ago

    they seem to have a new line - a permit for highways takes 7 days

    rubbish - a permit takes 2 days or there abouts sometime less sometimes a day longer and in some parts of the country they dont need one

    but then they need to apply which seems to be something they dont bother to do in any timely manner so the 2 days is 7 as they can take a week to do anything

    that apart if its outside work it will have gone to a sub contractor who will get round to it sometime - thats the key there is no urgency and no communication between VM and the contractor so what you are being told regarding it been done tomorrow or in 72 hours is just made up on the spot to get rid of you and close the call

    staff here can do nothing but open a pointless complaint which will likely be closed in english you find you have problems understanding

    ringing will get you nowhere other than BS and lies

    it might happen tomorrow - next week - next month or next year - and yes i am being serious

    you are due compensation of about £9 a day from hen it went off less 48 hours - when you get an offer have non of we will give you £20 or we will knock 7 days off for permissions - go to the arbitrator 

    you need to take hold of things if you need internet - a deal with three on their 5g broadband will bost you £30 a month on a 30 day contract or something via your phone on an unlimited data sim should be about the same

     

    • moatboys's avatar
      moatboys
      Tuning in
      13 days ago

      Well low and behold, Kelly Communications, the subs for VM turned up this afternoon, dug a tiny hole 3 inch square and then spent an hour pulling and banging, I went out to offer them tea, to be told they will only clear the blockage today as the front drive slabs are to frozen ! so now I have the cable pulled to the outside wall with the small pavement box.        I'm under contract until the 07/02/25 I did consider changing provider, but every phone call to VM gives you a little bit more hope and you wait and you wait until 3 to 4 weeks later you realise your wasting your time and then end up on a forum like this and reading other people's horror stories and realise your not alone...

       

      • Steven_L's avatar
        Steven_L
        Forum Team
        11 days ago

        Hello moatboys,

        Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your install at the moment that is far from the experience any of our customers should be having. Have you been advised of anything further since the work was carried out on Saturday?

        Kind Regards,

        Steven_L