Delayed Installation
I just joined Virgin Media Broadband on Tuesday 6th of Feb and already really unhappy and frustrated VM customer service and it’s making me question my choice to choose Virgin Media Broadband!
Original date of when Technician is due to come out was 21st Feb 1-6pm that was choosen.
I called the Pre-Install Team on 0800 052 1734:
Wed 7th Feb:
I spoke to Debbie and was told that the contractors will come out on 7th of Feb to do the Pre-Pull.
Thur 8th Feb:
I spoke to Jaiveena to check if the Pre-Pull was done the day before and was told that it was not and it could be because the contractors didn’t have the right equipment or tools (without checking with them and gave me generic reasons!) and was told it would be done today on Thursday 8th Feb.
Friday 9th Feb:
I called back and spoke to Muhammad who told me that the Pre-Pull was not done which I complained that on two occasions, I was misinformed and VM didn’t do what they said they will.
Mohammed informed me that the job wasn’t assigned and ‘coded’ and it has now been coded (assigned) for the Pre-Pull and Installation to be done on the same day as my installation on 21st Feb which is for 1-6pm.
I informed Muhammad that it’s Virgin Media’s Practice to have the Pre-Pull done before the installation date and the only time I can do is 1-6pm and he confirmed and guaranteed that both will be done on the same day. I was told
I should get a text confirmation within 48 hours of today to confirm.
I want in writing an update as to what is happening with my installation as I have been told different things each time I speak to your customer service agents who seem like they lack in training and knowledge of basic operational procedures of Virgin Media.
I need assurance that my internet will go live from the 21st as this has wider implications from working from home to have it in place as soon as I move.
Surely the Pre-Pull is done by another company (Avonline) and can it be the case both the Pre-Pull and installation can be done on the same day?
Also assurances that I will not be charged if I wish to leave Virgin Media if unresolved as 21st is beyond 14 days from when I first signed up to Virgin Media.
I expect an adequate response urgently!
