Forum Discussion

tedrodgers's avatar
tedrodgers
On our wavelength
2 months ago

New customer already regretting this

As the title suggests, im a new customer , coming from BT. (thankfully i havent cancelled BT yet)

I ordered during the black friday offers, 4th Dec. got an initial date of 18th dec for engineer install which i didnt think was too bad.

my cable "partner" team were supposed to be arriving tuesday 17th to do the cabling and engineer was due yesterday, 18th. 

Cable guys turned up a day late, so they rock up the same day as the engineer was due. no communication from anyone at virgin to let me know.

They then had problems pulling the fibre through using the generator thing they use, it was supposedly blocked half way up the street. so they left saying another team will be back later to unblock it and finish the install.

no one turned up.

Then the virgin engineer called me about 5pm to say he was on his way, he had no idea there had been a problem when i told him what had happened. To be fair he still came to check, and report it. After phoning his boss who supposedly was "absolutely fuming" , he promised a team would be here first thing to fix it and as soon as it was working an engineer would be straight out to finish off the install that same day (that should be today).

yeh you guessed it, no one has turned up. Its now 4pm and still no one is here so im pretty sure today is another loss.

Now dont get me wrong i know there can be problems which are unavoidable, but after being told by two different engineers (and also a web chat session) that i was prioritised, im kind of dissapointed that seemingly im being lied to.

At this point im 50/50 on whether i just call to cancel and stay with BT.

If this is how they handle new customers, I really hate to think how hard it would be to get help as an existing customer.

Ironically nearly everyone i know said dont go with virgin for a variety of reasons, and i just thought how bad can they be....turns out...pretty bad.

The fact ive not had a single email, txt or phone call from anyone at virgin to update me is frankly unbelievable. Its pretty shocking that its up to the customer to find ut what going on and do al the chasing. I was on hold to the new install team 0800 number for over 10 mins and i just hung up.

thank god i didnt cancel my current supplier, BT are very close to keeping a customer.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    You were very sensible not to cancel your existing service. Unfortunately we see people coming here who have trusted VM's installation dates and found themselves without broadband. You won't have to look far down this forum to find examples.

    And no, it doesn't get any better once you are connected up and committed to a contract.

  • tedrodgers's avatar
    tedrodgers
    On our wavelength
    2 months ago

    Update #2

    Ive just phoned the preinstall team (08000521734) and pretty much been told i wont get the install completed until the new year lol

    So after the onsite guys from both the partner team and virgin engineer himself telling me it would be this week it seems that was just bs.

    According to the person i just spoke to , because the work involves machinary someone is coming out tomorrow to "audit" the situation and work out what needs to be done.

    Only in this country could trying to find a blockage in a few meters of cable duct take 3 different teams of people and over 2 weeks to complete.

    I told them if no one turns up tomorrow im cancelling, so lets see what happens.

  • tedrodgers's avatar
    tedrodgers
    On our wavelength
    2 months ago

    update #2

    Ive just phoned the preinstall team and been told that i wont get the service until the new year lol

    Supposedly it takes them 2 weeks to get out and find a blockage.

    Someone is supposedly coming from the "3rd party" team to "audit" what needs to be done. I have no idea what that means, it sounds made up. The team that came on wednesday already identified where the blockage is.

    Lets see what happens tomorrow, i imagine very little.

  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    It means discover out what permits and type ground work is required if the microbore tube is blocked / damaged under a road or pavement.

  • tedrodgers's avatar
    tedrodgers
    On our wavelength
    2 months ago

    atleast my customer portal is up to date with the delay....oh no wait.

    will i qualify for the automatic compensation for a delayed install.....?

    • unisoft's avatar
      unisoft
      Knows their stuff
      2 months ago

      Yes, it does get added straight away and is calculated at £6.10 per day. When you go live, it gets calculated 30 days after. The forum staff can apply it if it does not appear.

      It's the live date agreed at time of checkout and VM stating the install date. Your 14 day cool off begins the moment kit is delivered as VM take it as activated with 24 hours of delivery, whether or not you have actually activated the hub....

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    If you have an installation date in writing, you will qualify. But you might have to fight for it. VM doesn't like paying out. 

    • tedrodgers's avatar
      tedrodgers
      On our wavelength
      2 months ago

      well i have the initial email stating my chosen install date... im not sure what else you'd normally get.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    Do you mean a email from VM, confirming that date for installation? 

    • tedrodgers's avatar
      tedrodgers
      On our wavelength
      2 months ago

      yeh, "our engineer will arrive on your chosen date within the time slot, someone over 18 needs to be in"....etc

      someone from virgin (03454541111) tried to ring me this morning, i answered and they put the phone down lol havent rung back yet. it just gets better 🙂

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    That's another of their little tricks. "We tried to contact you..." 

    At least you know what you're getting into. 

  • tedrodgers's avatar
    tedrodgers
    On our wavelength
    2 months ago

    Another day another failed appearance from anyone.

    Even though the preinstall team promised someone would be out and let me know whats going on i havent seen or heard a thing today.

    I will be ringing them again after 6pm to ask for an update.

  • tedrodgers's avatar
    tedrodgers
    On our wavelength
    2 months ago

    Just spoken to the 0800 preinstall team again, supposedly someone "audited" the work today and its scheduled for the 24th. If anyone turns up on the 24th i'll be in utter shock, but miracles do happen they say.

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      2 months ago

      Hey tedrodgers, thank you for reaching out and a warm welcome to the community, I am so sorry to hear you are having an install issues.

      Please can you keep us updated on how this visit goes and let us know us asap if it doesn't go ahead. 

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

        Hi matthew

        Shockingly (not really) , no one turned up yesterday again.

        atleast virgin have a sense of humour, it now says theyre due today...on xmas day....really pulling out all the stops 🙂