Forum Discussion

KimGA's avatar
KimGA
Joining in
2 months ago

Technician no show 7 days in a row

Hey all,

 

I recently moved and have had all the internal work set up in the house to plug in my router, but they said someone would have to come back to fix the external cables. The technician said he would mark this as “urgent” so hopefully it would be completed asap. Every single day since Monday 02/12/24, I have had a text and email saying “we’re sorry but we’ve had to reschedule your cable repull to *tomorrows date*”. Everytime I use the online chat or phone up they guarantee that the newest date is correct and it will definitely happen, but every day they cancel and reschedule. I’m at a total loss on what to do. I work from home so have been out of work for over a week now trying to get this fixed. Not happy. 

cancellation
Help
Moving appointment
rescheduled
technician
  • -tony-'s avatar
    -tony-
    Alessandro Volta
    2 months ago

    you need to get things in place as a temp solution - if its an outside cable fault it could drag on for weeks or months - the CS system simply tells the agent it will be fixed tomorrow which is what they repeat parrot fashion - when that does not happen they repeat it the next day and the next - in other works they are clueless 

    so look at a short term alternative - a 3 box on 5g will cost you about £25 a month on a 30 day contract if you are in one of their areas - or just go to another provider 

    BUT do not cancel the VM install even if you go elsewhere - you are due about £6 a day compensation - you might have to fight for that but if you have an install date it goes from that regardless of the excuses and BS VM may throw at you- if you do go elsewhere then cancel VM in the 1st 14 days after install and get your compensation - if you cancel the install they will stop all work so if you decide to go with them in the future you would be back at square one

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    2 months ago

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

    I can see you've spoke to the team, did they manage to help at all?