Repull was booked November yet nobody at VM can tell me when it will happen

I've also been awaiting a repull and been completely fobbed off by VM at every step of the way, spoke to a few different CS people who were of no use, been awaiting a repull since November. Cannot get any info out of them, raised complaint and that team have done nothing but lie, was told I'd receive callbacks within 24 hours that never happened.

I've got an unstable connection, been bad for many months, power levels all in the minus double digits, the tech guy who came to try and fix it said its one of the worst lines he's come to deal with. He did his job well, checked everything and tried various points along the cable to get a better connection but alas its not fit for purpose. He arranged to get the repull booked and gave me a date but since then, nothing. Barely a day goes by where I'm not getting a loss of connection, router rebooting regularly, poor speed, just a barely usable line but VM don't want to know

About time this company was investigated properly and action taken against them. Communications providers should have far more responsibility to its customers given how important the internet is now, particularly if there are limited options of other providers in your area. The cheek of this company not to answer reply to calls and make false promises yet happy to charge full price and threat of fines if you aren't in when they make an appointment takes the biscuit.

Hi mattw992, thank you for your posts.

We're really sorry to hear about the poor experience you've had and that you feel this way 😔

I can see you've spoken to the team since you last posted. Are you any further forward with this?

Please pop back to us at your earliest convenience.

Regards,
Daniel

The engineer who came Friday did escalate this to his manager and as you said it's with him now. He has emailed the contractor about the re-pull job to find out what's going on. Hopefully I'll hear back soon but given how poorly this has been handled, I have little faith this will be sorted quickly and efficiently.

The engineer told me that the notes are now on my account so if I speak to the customer service team they can at least follow this up. What I find very annoying about this is why it has taken me numerous complaints and phone calls to VM and nobody thought to follow this up? It shouldn't be the customers responsibility to do all this, I've essentially done your job for you. Why has the complaints team failed to address my issue? Seriously someone should investigate such failures because that's what this is, a failure to follow up a serious cable fault. I'm not going to take this lying down, I want an apology from senior staff at complaints department, their failure to acknowledge this issue and resolve it is testament to how poorly they've handled my complaint. Failure to phone me when I requested a call etc. I also expect I'll see some kind of reduction to my bill reflecting the poor customer service I've received here. Using a patchy internet connection for months on end due to failures in handling this means essentially I've been overpaying for the service, which should've been fixed many months ago.

I have a connection but it's bad, really bad. When the engineer visited Friday he showed me the status of my connection on his phone with a more detailed analysis of my connection. All 24 downstream channels had a red mark, basically none within the Docsis range, every channel in the minus and all but one -10 down to -20, the best is -9.4. I only have 2 upstream channels when I should have 5. Many days I lose connection and the error logs, well it's just full of time outs and other critical faults, some days hub reboots many times, it can be unusable at times.

As for the complaints team, I've given up with them. Their failure to deal with this despite promises of call backs and other emails is shocking. The staff on here are obviously trying to do their best regards a PR effort but honestly, it needs someone more senior with real powers to look into these big failures from various depts, but especially their complaints team which is simply not fit for purpose in my opinion.

I have been waiting for blockage to be fixed before the cable repull. It has been rescheduled about 6 times. Impossible to get ahold of anyone who actually has any idea what is happening with the blockage - just get fobbed off and told they can't contact the external contractor and I just had to wait. I have been left without internet and not sure how long to wait before finding another provider. 

to both posters - what you have is the norm - no one at VM has a clue what is happening other than they repeat the rubbish on the screen that it be sorted tomorrow then tomorrow etc

cable repulls are done by outside contractors and once the job is moved to the VM are out of the loop - they simply dont have contact and wait for the job to be passed back as completed - no communication is possible - the contractor will get round to it as and when - that could be days-weeks-months up to a year is possible

you are due compensation so keep records - you will likely as to go to the arbitrator - its about £9 a day

VM system will keep charging you and if you want to leave will charge you early disconnection fees if you are in contract

so again there is nothing you can do but wait - whatever is said staff on here cannot help other than apologise and raise a complaint which will be [likely] closed - but that can be useful as its needed to go to the arbitrator

Thanks for this, does the cooling off period not begin only once services are activated?

So a further update to an already exhausting and completely frustrating experience of getting this repull completed. Earlier this week a team came out to sort out the blockage, however, what has happened is it's made my connection worse. Obviously in attempts to unblock whatever was causing the re-pull team to be unable to complete the original pull has led to further damage to my cable.

That's made my internet worse, barely getting a connection and has been unusable despite not being a complete loss of service, though that's another story. To cut a long story short, I originally had a penned in date of 13th March to to do the re-pull, but after this team came out I've since seen this date pushed back now until the 24th and no explanation why. I phoned up VM asking if they could get the team our urgently because of how bad my connection is and the advisor assured me the re-pull would be carried out today. However I didn't believe a word of it and phoned again this morning to double check and was told that a tech was booked out instead. They literally cannot do the simplest of tasks. I'm awaiting their visit but not sure why they've sent another tech when I simply want answers as to what is delaying the completion of this repull. I need some answers please from the staff on here because the call centre staff are completely useless and just make up anything to get you off the line.