Forum Discussion

Lincs1234's avatar
Lincs1234
Joining in
18 days ago

No communication around Installation

Hi all,

I wonder if anyone can help?

We moved at the end of March and a week before we were due to move got notification that extra work was needed and that we would be contacted meaning our installation would not take place on our booked date.

The customer service experience we have recieved from VM since has been nothing short of shocking. We have had failed promises and close to outright lies being told to us, including being told that an engineer would be visitng at 2330 hours on a Saturday!

No-one seems ot know what the other is doing and its a joke!

Does anyone have a way of being able to talk to someone who has the ability to actually provide an update that is real?

Thank you

5 Replies

  • Salesforce's avatar
    Salesforce
    Joining in
    18 days ago

    OK look, this is important, not that it will do anything to expedite the installation, but may impact the amount to compensation you are owed.

    So were you an existing VM customer at your old address and trying to move your service, or have you moved and become a brand new VM customer?

    And that's, alas the best I can do, VM will connect you up when and if they bother to get around to it. Actually no, it's more when their contractors (who VM have zero control nor insight over) get around to it.

    So, what alternatives do you have for internet, phone, TV etc. in your new address?

  • Lincs1234's avatar
    Lincs1234
    Joining in
    18 days ago

    No a new customer as had been believe it or not recommended  to move to VM by friends.

    Currently we are using an EE sim but it does not have the impact that fibre does....

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      15 days ago

      Hey Lincs1234, thank you for reaching out and a warm welcome to the community, we are so sorry to hear about this install issue.

      We can see you've spoke to the team since this post did they manage to help?

  • Lincs1234's avatar
    Lincs1234
    Joining in
    7 days ago

    Hi Mathew_ML

    Unfortunatley no - we are still none the wiser.

    The frustration is more around no one willing to take ownership. 

    Even more frustrating was waiting 2 hours when being put through to customer complaints before having to give up waiting.

    Is there anyway to having someone take ownership etc?

    Kindest

     

    • Akua_A's avatar
      Akua_A
      Icon for Forum Team rankForum Team
      4 days ago

      Sorry to hear this  Lincs1234 In this case, to look into what happened, we are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

      Thanks,