How can a simple new contract be messed up so badly?

Question

My elderly mum signed up a month ago for a simple new Virgin Media broadband service (self install), everything confirmed by email from Virgin, DD set up, delivery date chosen, all good. Delivery date comes and goes - no box. Since then over the last 2 days, she has spent 6 hours on the online chat and been passed to seven different customer service people and still has not been told why the delivery didnt take place, when it will take place or what is on earth is going on.&nbsp; She will be cut off from her current broadband supplier in 2 days. I'm frankly shocked at how bad the Virgin support still is and how they think this sort of service is acceptable.&nbsp; Is there anyway to speak to someone that at least has some clue what is going on?

Rigsby1208 · Answer

Thats exactly what she is doing I'm afraid - exploring other suppliers.&nbsp; Its a shame as I had Virgin for years and the broadband service itself was good, but the customer support is off the charts bad. Its not even the delays and time to get through, which is bad enough, its just that they don't seem to understand simple questions or have any answers to what is happening, or why, but they are always very sorry and quick with sending smiley emojis!

jpeg1 · Answer

This is quite normal I'm afraid. VM's customer service is notoriously bad, and it's extremely difficult to find a real person to talk to.&nbsp; If your mother finds it difficult to deal with them she would be better off cancelling with VM and staying with her previous supplier.&nbsp;

newapollo · Answer

Hi Rugsby1208If your mother used OTP when signing up with VM then her current broadband supplier should not disconnect her services until they receive confirmation from VM tht the new broadband service is all up and running.Your mother should try calling the pre-installs team on 0800 052 1734 and ask them what's happening.They are open&nbsp; 8:00am to 9:00pm&nbsp; Monday to Friday, and 8:00am to 6:00pm Saturday and Sunday(It can take a couple of days for a member of the forum team to pick up your post)

Rigsby1208 · Answer

Unfortunately VM did cancel the existing supplier.&nbsp; I called them on the number, thanks, apparently the order has been cancelled, but cannot explain why that is, or why no notification of the cancellation has been sent out or anything.&nbsp; They are now 'trying' to reorder it, but couldnt tell me&nbsp; when I would get the service or what price I will be paying, or if I will get the account credit I was getting with my first order through Uswitch would be applied.&nbsp; Its a total Sh*t show.

Rigsby1208 · Answer

And finally, to add insult to injury Virgin how now charged my mum £19 connection fee which was free when she initially signed up.

If someone from Virgin does pick up the forum messages, could you contact me please?. I'd like to run through this whole sorry experience so perhaps things can improve for future customers.

Thanks

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How can a simple new contract be messed up so badly?

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