Anyone at Virgin help please?
11 July ordered a new hub. It was confirmed that I had a service at my new address.
15 July – hub scheduled for delivery by Yodel. By early evening they hadn’t arrived despite my contacting them and them confirming.
16 July hub arrived and didn’t work. I had received multiple emails about outages so thought it was that.
18 July 3pm called you. Advisor told me hub hadn’t been activated so she would do that. She then said she had confirmed it was working and would be live within 3 hours.
18 July 7pm – no broadband called again. This time advisor said hub is not visible so engineer needed.
22 July. Engineer called Jack put in new internal box but said no signal. He said cable team would be out the next day to run a new cable.
23 July – nothing. Contacted Virgin and was told nothing had been booked and Engineers would be out Friday. Contacted Jack. He who told me tee needs replacing and the call centre can’t see that as its done by contractors. Jack told me he would find out what was going on
25 July. No engineers – called 3pm. Advisor said Engineers will be out before 7pm and install booked for 30. I told him Jack had already done that bit. I asked to complain and was told Complaints Team would be in touch within 48 hours.
26 July – nothing. Called again. sorry you were misinformed yesterday. Engineers will be out within 24-48 hours. We have to get permission from Highways people to dig I said I really don’t believe you and so expect to call again Monday.
28 July. Nothing. Called again. Sorry the advisors on Friday and Saturday misinformed you. Engineers are coming 30 July and have a £20 credit for the inconvenience. I have raised a complaint and team will be in touch within 48 hours.
So as of now I am waiting another 2-3 days. I am sure you will understand I have absolutely no faith in what any of your staff tell me anymore as it seems either they make things up to get rid of me or your systems provide them with information that is not based on any actual fact.
Can you help please?
