Forum Discussion

phelpsey83's avatar
phelpsey83
Tuning in
2 months ago

Missed installation help

Hi all,

 

I've signed up to have my services installed, and the confirmation was for today. I've been waiting in for them all day today, and I've not had a confirmation of a time, so the assumption is they're not coming. I've tried calling but give up with the horrendous wait times.

I kept getting calls from "eagle court offices" for the last few days but every single time I pick up, the line goes dead or a message saying we're sorry we missed you. It's close to double digits the amount of times this has happened. I even called a couple of days ago to check and they said everything was on course for today.

 

Can a staff member find out why they didn't show. I'm close to cancelling the whole thing.

 

Thanks

Rich

 

  • newapollo's avatar
    newapollo
    Very Insightful Person
    31 days ago

    Hi Rich,

    Did your installation take place?

    If not then you could try calling the pre-installs team on 0800 052 1734 and ask them what's happening.

    They are open  8:00am to 9:00pm  Monday to Friday, and 8:00am to 6:00pm Saturday and Sunday

    (It can take a couple of days for a member of the forum team to pick up your post)

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    29 days ago

    Hey phelpsey83, thank you for reaching out and I am sorry to hear you are having some install issues.

    I've taken a look at our side and I can see you've spoke to the team, did they manage to help at all?

    • phelpsey83's avatar
      phelpsey83
      Tuning in
      24 days ago

      Hi, 

      No installation took place, they moved my installation date with out informing me. They said a 3rd party team needed to route the cable to my property which wasn't done. But I have a freshly dug hole with coaxial cable sticking out so it has been.

       

      I was promised a call back from a manager for three days straight which also didn't happen, so I cancelled my install and the direct debit which they setup. But I still haven't had a cancellation confirmation even though I was promised one within 2 hours.

       

      Sadly I'm not surprised at the level of service from the VM . I'm now down £200 as I've forked out on a 5G router. 

      • Robert_P's avatar
        Robert_P
        Forum Team
        22 days ago

        Have you spoken directly to the Pre Installation team on 0800 052 1734 for an update?