Have spent over 4 hours trying to order a pod, terrible experience.
Hi,
We recently had Virgin come by door to door, really nice sales guy who offered a deal which was half the price of our current package with BT and 10x the speed, we were already thinking of leaving BT so decided to go with it.
At the time they said as we are on o2 we'd get upgraded to 1GB and we'd get 3 free pods. I think there is simply a bit of disconnect between sales and engineering as the engineer didn't leave any pods and when asked seemed very reluctant. I actually wasn't here at the time of the install so couldn't speak with him directly.
We connected the o2/VM accounts to activate Volt and got the double data on o2 quickly (matter of days if that), and I ordered a pod over the phone which took around an hour. Waited a few weeks and nothing turned up, I honestly just assumed they were busy/used an economy postal service to send it.
Anyway it turns out because volt hadn't been activated on the Virgin side somehow (even though it was working on o2 side) so they auto cancelled the pod and didn't tell us. Having no idea this had happened and that volt wasn't activated finally got it setup when I called to ask why the pod hadn't arrived, and was told in 24 hours we could order a new pod via WhatsApp. Spent another hour on hold on WhatsApp today only to be told they can't order it because it's a hub 5x.
Whilst the price is a lot better than our previous supplier which is good, the customer service has been pretty atrocious and has required a lot of chasing on my end and time spent on hold trying to get through (probably at 5+ hours now) just to order a pod so I can use the internet on my PC (my PC doesn't have a wifi card and previously I used BT discs with an ethernet connection as that was also more stable) has been really frustrating, especially when we thought it was all arranged and no one told us otherwise.
Really not sure if anyone can help here, but was advised by other customers to try posting here.
Many thanks
Nick