Forum Discussion

Eric_the_Bish's avatar
Eric_the_Bish
Tuning in
2 months ago

Pre-install disaster - what beats me is the deliberate refusal to communicate with the pre-install team.

No internet for a month; first installation date was to be 20 Nov - many delays since along all the well trodden lines you read about here. The frustrating thing is that a short phone call from me to the pre-install engineers would get this sorted. But there is no ability to do this. It’s not provided for. 

Speaking with Virgin is like trying to beat up a sponge - just achieves nothing. 

End of rant: any ideas?

 

  • Eric_the_Bish's avatar
    Eric_the_Bish
    Tuning in
    2 months ago

    Apologies if this is the wrong board. I have an ongoing complaint related to pre-install of virgin  internet.  Is there any way to pass a message to the complaint handler please?  Regards, Eric the Bish. 

  • Carley_S's avatar
    Carley_S
    Forum Team
    2 months ago

    Hi Eric_the_Bish 

    Welcome to the Community Forums. 

    Sorry to hear that your installation has been delayed. We can appreciate the frustration that this may cause. 

    There is no number to speak with the Field team, however, you can speak directly with the pre-installation team on 0800 052 1734. 

    Checking the systems on our side we can see that you've already spoken with the team since posting and that there is an arrangement to assist further with this. 

    Please do keep us posted on how you get on and if you need any further support after what has been arranged, please do let us know, we can offer general help and support over the Community should you need. 

    • Eric_the_Bish's avatar
      Eric_the_Bish
      Tuning in
      30 days ago

      The problem with the pre-installation team is that they have no communication with the preinstallation engineers. None. Oh, they can put a note on the system, and they can read the apparently automatically generated note saying that the work will be done “today“. But that is entirely useless. It’s not that you have bad people working in the call centre, or bad people working as the pre-installation engineers – everyone is lovely. But you hamstring them by not letting them talk to each other, or the engineers to the customer.

      We have finally been connected, albeit that no Hub 5s are available so I will need to raise a fault in a few weeks time to get another engineer visit to install one  so that we have WiFi coverage through the house. You might say we should be happy because the compensation means you will be paying us to be a customer for the next 18 months rather than the other way round. But if you’re hoping to keep us as customers in the long run, you will really have to do better than you have done so far. We simply don’t need the stress.