Forum Discussion

JoeCOHS's avatar
JoeCOHS
Joining in
29 days ago

Help getting installed.

I need help in getting to the bottom of my install. 

Every day I am told the services external work will be installed "tomorrow". 

I have been lied to every single day.

Today was my in home engineer appointment. I have had to stay off work for the visit for nobody to turn up. After speaking to the chat, again, they say the appointment was 'rescheduled' because the outdoor work isn't done...

Why are the team lying to me? They say it is "100% being installed tomorrow" yet I am sat at home waiting, twiddling my thumbs. 

Nobody is able to help me. I tried making a complaint and it was closed the same day. 

What can I do?

14 Replies

  • JoeCOHS's avatar
    JoeCOHS
    Joining in
    29 days ago

    Further context: I have been in touch with the support chat every day for the past few weeks and they keep saying "It is scheduled for tomorrow". I know they can only tell me what they see on their screens, but surely they can sense that isnt right? 

    I just need to know when the external works are going to be done. If it is a week or a month, please just advise. 
    Same for internal home appointments. If the external work hasnt been done, please can they reschedule that appointment so I do not need to wait at home for nothing. 

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    29 days ago

    You might as well invest in a crystal ball as far as VM are concerned. Construction is carried out by external contractors & these vary depending on which cable franchise area you live in. There is little or no communication between them & VM staff, let alone VM systems. Hence the date is automatically pushed out until the said contractor tells them the work is completed. VM will not do the internals as they cannot do essential signal tests until the whole installation is connected to the cabinet.

    I can only point you toward the OFCOM compensation scheme that VM are part of, under which VM should pay you £6.24 a day until they turn up & complete the install.

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

    • JoeCOHS's avatar
      JoeCOHS
      Joining in
      28 days ago

      Thanks for that, much appreciated. I get that and I do understand that they can only tell me what their computers tell them. A pain none the less as you would think they know by now it isn't 'tomorrow' lol.

      • Steven_L's avatar
        Steven_L
        Icon for Forum Team rankForum Team
        26 days ago

        Hello JoeCOHS,

        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 installation at the moment. Whats is the latest update that the team have given you? 

        Kind Regards,

        Steven_L

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    29 days ago

    It's the standard procedure to say it will be done tomorrow, because once the job has been handed over to a contractor VM loses sight of it. Everyone gets the same story. 

    You could be waiting days, weeks or months. The record wait posted on here is over a year! 

    • JoeCOHS's avatar
      JoeCOHS
      Joining in
      28 days ago

      Thanks. Unfortunately not. I have tried them and they also say "tomorrow". Yesterday they said they would call me today @08:30 if it wasn't done so they could escalate it. Still waiting for that call.

      • Anonymous's avatar
        Anonymous
        25 days ago

        Tell me, you now have first hand experience of how VM treat perspective new customers, and you aren’t even paying them anything, yet. 

        So when and if you are a fully paid up customer, locked into an 18/24 month contract regardless, do you think they will act better?

        You still want to be a VM customer?