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Viditg99's avatar
Viditg99
Tuning in
5 months ago

Cable repull rescheduled 3 times! No internet and nobody is helping!

So my house currently does not have a virgin line, I was told that the previous tenent had virgin and I should get the quick start kit. 

However, I couldn't find the connection and requested an engineer visit. He proceeded to inform me that there is no connection and a cable repull is required. 

There have been 3 appointments scheduled and nobody has shown up to any of them. There has been no explanation, no communication and no timeline. 

Don't really have any faith that they will actually show up for the repulling appointments, so don't even know when we can receive internet.

 

Any help appreciated. I've raised a formal complaint and demanded compensation, which is fine, but I'd much rather have internet and be able to work. 

repull
totallossofservice

6 Replies

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  • RetiredATCO's avatar
    RetiredATCO
    Up to speed
    5 months ago

    How were the appointments advised to you?

    I ordered last week and a "broadband" order appeared in my account along with the real installation date.

    That date changed day by day but nobody arrived even with the phone agents confirming it would happen "later today" every time.

    On Friday I received a text direct from those who did the work asking if I was available and they turned up as promised in the afternoon.

    Main installation was scheduled 7/12 however I received a call from Virgin yesterday afternoon offering a new slot for next Tuesday, so all being well it'll only be 8 days from order (via uswitch) to going live.

    Best of luck!

    • Viditg99's avatar
      Viditg99
      Tuning in
      5 months ago

      Our appointments have been autoscheduled. When we call the service centre, they have no control over these appointments. 

      I generally get a message/email the previous day at around 10 pm that the engineer did not visit and the repull has been rescheduled for tomorrow. This has already happened thrice. 

      Nobody has contacted me who will do the actual work and the service centre have been clueless on how to help as well. 

      Glad you have a timeline and are getting it sorted, but seems like you're having a unique experice of good service. 

      Despite multiple escalations and raising a complaint, nothing is moving forward in our case. 

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        5 months ago

        Hey Viditg99, thank you for reaching out and a very warm welcome to the community I am so sorry to hear about your install issues. 

        I've taken a look and I can see you've spoke to the team since this post, did they help at all?

  • Viditg99's avatar
    Viditg99
    Tuning in
    5 months ago

    Hi, no they have not helped. I have tried calling and emailing the complaints team multiple times, but I am unable to reach them. 

    They have provided a date 20 days (via email) away for the repull appointment, but it's continuing to be scheduled and nobody is showing up. The tally for this is now 6 repull appointments at which absolutely nothing has moved. 

    I'm still in the same state and have no internet and no actual help or explanation. Just seemingly random dates and seemingly random appointments.