Forum Discussion

NeilM7's avatar
NeilM7
Tuning in
2 years ago

Installation date farce.

My installation was due on the 21st of August having been delayed several times, when the engineer arrived he said that the external cable from the pole to the house hasn't been installed so he couldn't complete the equipment install but would speak to his manager and get back to me........I'm still waiting.

Cue many calls to the call centre, passed from pillar to post and promised install would be urgently carried out but nothing happening.

Has anyone ever managed to speak with someone from Virgin who can actually help and doesn't just read out the script from their screen?

I have to say this is the worst company I have ever dealt with which is saying something as there are lots of bad customer service departments out there.

  • Steven_L's avatar
    Steven_L
    Forum Team
    2 years ago

    Hey NeilM7,

    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, I can see that you are currently in a private message conversation with one of my colleagues. I will leave you in their capable hands.

    Kind Regards,

    Steven_L

    • NeilM7's avatar
      NeilM7
      Tuning in
      2 years ago

      Hi Steven,

      Still no joy, your colleague passed my complaint on but another week gone by since then and still not had any contact from anyone at Virgin.

      Regards,

      Neil.

      • Reece_MH's avatar
        Reece_MH
        Forum Team (Retired)
        2 years ago

        We're very sorry to hear that, Neil. Your complaint would have been escalated to our Pre-Install Team, and they will need to read through all of the information available, and perform some things in the background but rest assured, they will be in touch with you as soon as an update is available.

        We appreciate your patience on this and understand the frustration caused. We're very sorry for any delays.

        Thanks,

  • Kyled's avatar
    Kyled
    On our wavelength
    12 months ago

    This is exactly where i am at now? did you managed to get VM installed in the end? if so just wondered how. seen as they cant tell me anything useful.

    • Joseph_B's avatar
      Joseph_B
      Forum Team (Retired)
      12 months ago

      Hey Kyled,

      Sorry to hear you have been having this issue, with this I can see we have responded In your separate thread, if you please keep your responses to one thread it will allow us to help you much faster.

      Joe