Forum Discussion

JomK's avatar
JomK
Tuning in
2 months ago

Engineer has missed 3 appointments to install outside cabling in a row. Going for 4 in a row.

I'm not even mad, just completely perplexed.

After missing the appointment window of between 8am-1pm on Monday and Tuesday, both days I was assured they would be there by 7pm... they were not.

Yesterday (Wednesday), 4 separate cs agents confirmed to me they would "definitely" be coming in their words. Even when I inquired at 8pm they said the engineer should be there shortly. They were not.

What an earth is going on? How could they be delayed by 3 days? And why are cs promising things that don't materialize over and over? 

Again, I'm not mad. More perplexed as to how Virgin's support system works.

This morning chat support said they would be here by 1pm, just as they had previously.

Seems like they are going for 4 days in a row as it's now past 1pm. In line with the compensation policy looks like I will be receiving £90+ and counting for these missed appointments. Madness. 

13 Replies

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    The phone staff just tell you that to get rid of the call, because they have no way of knowing when the visit might happen. 

    Have you been asked to be at home? It's not usually necessary to be there for outside work (although it's in your interests to be there). Compensation is only paid if there is a definite appointment for you to be there for inside work or the connection to start. 

  • Tudor's avatar
    Tudor
    Very Insightful Person
    2 months ago

    The outside cabling is done by outside contractors and the VM customer service agents do not have their schedule as far as I know. In any case you are not required to be at home when they come, so I’m unsure about compensation. 

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    2 months ago

    Hi JomK 

    Thanks for posting and welcome to the community. Sorry to hear of this and for any confusion over the visits. For a repull, a work order is done on the system as like a 'dummy order' for lack of a better phrase. The work done is dependent on the availability of the team in your area but you'd be contacted when the team are due to attend. This is why you may see the date change but apologies for any confusion.

    I'll send you a PM now to check this for you in full.

    • JomK's avatar
      JomK
      Tuning in
      31 days ago

      Several different customer service reps have literally told me on several different days that the engineering team will be there by "6:04pm" time or they will be there within an hour, or they will call you in 30 minutes. The word "definitely" has been used several times.

      Yesterday, one cs rep said that the reason they keep not turning up is that for the 4 prior appointments the wrong team had been put on the job i.e. Virgin's engineers had been assigned when external contractors are required for external cabling job.

      He also confirmed he had booked external contractors and that they would be coming today... that's looking extremely unlikely as it's about 4pm now.

      I appreciate you looking into this, but it's not just me that's confused, but also every single CS rep I've spoken to.

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

        the cs reps are not confused - for that they would have to have some idea whats [actually] happening - they are clueless but in order to flannel their way through things they make up whatever sounds posative and good enough to get rid of you and close the call as solved

        thats all that matter to them - that marks the problem as solved

        staff here have also no idea - the fact its gone to external contractors closes all communications between VM and them until the job is marked as complete - so just like offshore staff here can do nothing - they will apologise and tell you its not as it should be but they have no cnannel to the contractors - its in the lap of the gods - it will happen when it happens and no matter how hard you bang the drum nothing will change that

  • JomK's avatar
    JomK
    Tuning in
    31 days ago

    Update: 7 missed appointments later, and countless calls and chats to CS as well PM's to a rep on these forums and I am nowhere closer to having the external cabling work done or even knowing when they will come and do it.

    I'm going to give it until Wednesday, and then will cancel my service if work has still not been done. 

    It's not even about the wait really.

    If I'd been told that they'd take 2 weeks to come and install external cabling and they actually came, I wouldn't mind. The fact that appointment after appointment has been rescheduled and I've been told repeatedly that works will "definitely" completed at this time or that is what's really the issue. Dishonest and incompetent.

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

      as i said in another post dont cancel - just let it run at £10 a day to you - why let them off the hook

    • JoeCOHS's avatar
      JoeCOHS
      On our wavelength
      30 days ago

      As others mentioned. Do not cancel, keep it going. Will eventualluy work in your favour.

      If it is with external contractors, I would advise to look into who they may be. Sometimes you may see them doing work in the area, or in general see if you can find out who the most common contractor for electric work is in your area. 

      Contact them direct and ask what is needed to proceed. I did this and they were often waiting for VM to approve workloads and only with my own perseverance, would VM approve stuff.