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Username12356's avatar
Username12356
Tuning in
7 months ago

Delayed install

Agreed with VM to move my account and service to new flat. Move was confirmed for 04/10/24.

Was then told this was moved to the 15/10/24.

This was then cancelled and moved to the 26/10/24.

This has today been cancelled and moved to 06/11/24, a month and 2 days later than the original installation date.

Every time I call they offer no solutions from their side and told me to buy a dongle (which I have now done, at my own cost) which they will reimburse me for. 

I have also been told I have been credited on my account with a certain amount and will also be due compensation for each day of delay. They are never clear about this and will not send any sort of confirmation via email when I ask them to, so all I have is their word on the call.

Now the installation date is in over two weeks and I'm not sure I can work effectively with the dongle which is quite useless. 

Awful customer service and they never offer any solutions or solid plans for helping.

Considering moving now but feel like I've been messed about for nothing if I do leave.

Any advice for this situation?

5 Replies

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  • Zach_R's avatar
    Zach_R
    Forum Team (Retired)
    6 months ago

    Hi Username12356,

    Thank you for your post and welcome to our community forums. We're here to help.

    I'm very sorry to hear that there's been some delays and complications to your installation of services. We wouldn't set it back unless it was necessary to do so, though I appreciate that regardless that's incredibly inconvenient and irritating for you.

    I'm going to send you a private message in a few moments to take a few details to see if we can take a closer look at what's going on. Please respond to that when you can.

    Thanks,
     

  • Username12356's avatar
    Username12356
    Tuning in
    6 months ago

    Unsurprisingly it has been delayed again by another week and a half. 

    No proper explanation other than external works need to be done. Also no help with what to do in the meantime. 

    This is really awful customer service and I have lost all faith that my WiFi will ever be installed. 

    Especially as the flat below me in the building uses VM with no problems, but mine can't be. Would love for someone to actually help out with this but can't imagine they will. 

  • Username12356's avatar
    Username12356
    Tuning in
    6 months ago

    See my other reply to a comment below, another week and a half delay! Terrible service 

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

      Hey there, thank you for reaching out and I am so sorry to hear about this.

      I can see my colleague has sent you a DM, please do reply to this when you can so we can look into this.