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Ishaq10's avatar
Ishaq10
On our wavelength
2 years ago

Trouble with Virgin/Sales and install

I am having an issue with Virgin and has been a nightmare going back and forth with Virgin and Sky who is my current provider. Sales team at Virgin said everything is easy, but now it looks like it is not easy and Virgin have missed two sets of dates for take over with Sky without any notification to myself as I want to keep my number.

My first order, I was waiting with excitement, but on the day of the faceplate installation I called and was told by Virgin that my order was cancelled. Anyway the person seemed to be on the sales team so was happy to do a new contract and pushed a new order through and said an engineer will come to install the faceplate and that Sky will be notified as they will acquire the phone number. I called sky after a week an was told nothing was requested and that if I want to leave there will be charges.

Anyhow today I had a 3rd party engineer who installed the faceplate as we are repurposing the Sat cables for Virgin use, however his ladder was not long enough to get to the cabinet so left. Tried to call Virgin to rebook but they dont understand a thing and keep disconnecting.

Looks like, I will have to stay with Sky - Virgin please can you sort this out as it is embarrsing and I have waster a month. Thank you

 

[MOD EDIT: Subject title changed for clarity]

16 Replies

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  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    2 years ago

    Hi Ishaq10 

    Welcome to the community forums 

    So sorry to hear that your install has been delayed, this is certainly not the smooth and easy install that we aim to have. We understand this can be frustrating but unfortunately delays do happen on occasions due to the way we provide our network to our customers. 

     

    The teams will already be working hard to complete the necessary works to allow the install to go ahead. I can see on the systems at our side that you have spoken already with the team since posting and have been provided further information and details regarding your install. 

     

    Please do keep us posted if you have any further concerns 

  • Ishaq10's avatar
    Ishaq10
    On our wavelength
    2 years ago

    Honestly this whole experience is killing me! Virgin have rebooked the 3rd party engineers to come out today as last time they didnt have a ladder. Today 2 guys came and the same guy from last week who knew exactly what they needed. Again they dont have a ladder, he said hes going to the van and will call back, but then both drove off and done a runner.

    This is absolutley shocking! This faceplate install is so easy yet they making it so hard. When I call customer service they dont know what I am talking about and keep moving the date forward without notifying Sky so I left doing all the work plus taking days off from work.

    Someone needs to sort this out or tell me that Virgin is a no go for me then I will look elsewhere.

    Very very bad!

    • Ashleigh_C's avatar
      Ashleigh_C
      Icon for Forum Team rankForum Team
      2 years ago

      Hi there Ishaq10 

      Thank you so much for popping back to us on the forums and we are so sorry to hear that this has happened with the install. 

      Can I ask if another appointment was booked for you at all in regards to the faceplate or has this since been attended? 

      • Ishaq10's avatar
        Ishaq10
        On our wavelength
        2 years ago

        Hi Ashleigh

        No the work has not been complete, as they didn’t come back, I called customer service and they said that there was 4 hours left till the job ends so they may come back, but they didn’t.

        These 3rd party companies must be costing Virgin so much on call outs.

        My building has been wired so the sat cables are repurposed, all that needs doing is to make the line live, they just need a ladder or access via my neighbours door to the roof.

        Sky will disconnect me on 30 April so i will have no service, also Virgin have not requested the post to take over the number so I will also loose this.

        Very bad situation I am in regardless of no fault of my own. 3rd party engineer who came first time knows exactly what needed doing on 2nd visit yet he forgot his ladder! How stupid!

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    How high is the cabinet? Normally VM install theirs near ground level and run a cable up the wall. Also they don't work above first floor level. 

  • goslow's avatar
    goslow
    Alessandro Volta
    2 years ago

    The mention of the word 'roof' doesn't offer that much encouragement either. Along with 'heights' VM installers don't seem to do 'roofs' either based on some past topics on here.

    • Ishaq10's avatar
      Ishaq10
      On our wavelength
      2 years ago

      These are 3rd party engineers who do the faceplate so they are used to drilling, climbing and working etc as the first engineer told me, the problem was he didn’t have his ladder.

      So job got cancelled and re-booked, he came back with another guy a week later, however his telescopic ladder was too short, so the job got cancelled again.

      Virgin, do not notify me or keep me in the loop as to what is happening, each time I have to call and chase, also Virgin do not tell or update Sky of a delayed takeover and again I have to do the chasing. Anyway I have a goodwill first time with sky where they said waived the cancellation charge, now they said NO! Also Virgin have not been in touch with them to take my phone number over as I have had this for 20 years.

       One of the engineers said, VM customer service is really bad, but once it works the product is good. I don’t know about the product but the “service” for me right now is 1/10 😞 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    You will be well advised to postpone the Sky contract close until VM is installed and working. People have been left without broadband that way. 

  • Staircase12's avatar
    Staircase12
    Tuning in
    2 years ago

    Cough…..

    “as we are repurposing the Sat cables for Virgin use”

    …..Cough

    Nobody else spotted the possible issue here?

     

    • Ishaq10's avatar
      Ishaq10
      On our wavelength
      2 years ago

      This is the only thing they put inside my property, but it’s not live, they need to make it live from some Grey box on the wall outside, and need a ladder.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    @Ishaq10   Please tell us that you have delayed the Sky cancellation. 

    • Ishaq10's avatar
      Ishaq10
      On our wavelength
      2 years ago

      No, I haven’t as I don’t know where I stand, nor have I heard from VM :(.

      if I call Sky it will be another 14 days notice period, but either way I will need to do this tomorrow as my service will be cancelled on 30/04. Sky did say that normally the company taking over the line usually contacts them with take over date and also liaises with them if there are any delays, however on this occasion VM have not even requested the port takeover so Sky only going by what I am telling them.

      VM customer service is quite bad as they don’t really know what they are talking about. Some say I need to speak to pre install team while the pre install team say I need to speak to customer care team, so going back and forth.

      • Akua_A's avatar
        Akua_A
        Icon for Forum Team rankForum Team
        2 years ago

        We truly apologise for this ongoing installation issue Ishaq10 We can understand the frustration caused. To best look into this I am 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,