Forum Discussion

vmrunreliable's avatar
vmrunreliable
Superfast
2 years ago

Tech Visit Scheduling Issue

I might as well post this here because it's as good a place as any.

Recently one of the VM forum staff booked a tech visit to try to resolve an issue I've been having. I was due to be working on the East Coast of the US and the appointment was made for the day I returned home. Thinking I'd likely be a bit tired, while I was in the US, I decided to reschedule the appointment through the link provided in the original email.

I rescheduled and took a screenshot of the new appointment time. As expected, no technician turned up on the day, despite me taking a day off work to be home. I got a reminder the next day that a technician was due to visit, unfortunately due to personal reasons I wasn't able to be available for this so I let the original guy know via PM. I also explained that there must be an issue with the booking system because the date that was confirmed to me, didn't tie up with the date Virginmedia had a note of on their system, I explained that potentially it might have something to do with the fact that I was on the East Coast of the US when I changed my appointment and so my timezone(and time) was set accordingly. The guy from Virgin Media pretty dismissed this out of hand, calling me a liar in the process, so I decided to test. I set my timezone settings to US Eastern, rescheduled an appointment for Friday 15th September between 08:00 and 12:00 and the screenshot of the resulting confirmation is shown below, clearly showing the date as Thursday 14th September between 08:00 and 12:00. I suppose the time is correct so I should be thankful that they can get something correct, just not the date!!!

Far from thanking me for bringing this to their attention, finding the resolution and leading them through it by the hand, rather than admit their mistake, they're now sating they can't guarantee I won't be charged for the appointment they made for the wrong date, 'it'll be up to the field team' apparently.

 

48 Replies

  • Hi vmrunreliable, thank you for your post.

    Our IT support teams have been made aware of this issue and we'll be in touch as soon as possible.

    Regards,
    Daniel

    • vmrunreliable's avatar
      vmrunreliable
      Superfast

      Well it's good to see you've stopped calling me a liar and actually done something about it. It's just a pity I had to do all the leg work for you and find the root cause myself. 

      • Adri_G's avatar
        Adri_G
        Forum Team (Retired)

        Hi, vmrunreliable.
        Thanks for all your posts, we can confirm this issue has been flagged by the team who have acknowledged it and said they will look into it and update us in the next 6 months.

        Apologies for any inconvenience, our best regards.

  • Apparently my posts requesting an answer to the question below are going missing, so here we go again.

    So it could be up to 6 months before the appropriate team look into this, leaving a booking system that's not for for purpose in place, is that correct?

  • No problem, I wasn't expecting either a fix or an update. Not sure what drivel you are spouting about the network I was connected to when sending the message,  or how that was connected to the reported issue but I'm used to virgin media's responses making little to no sense. 

  • The six months timeframe originally given to resolve this issue has come and gone long so. What's the latest update?

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team

      Hey there vmrunreliable, thank you for reaching out and I am sorry to hear this.

      Are you having trouble with the connection or booking an engineer sorry? 

      I can see the last time we spoke was April so just want to confirm this, Thanks 

  • I notice that rather than respond with more lies, you've just started removing my posts.

    Any update? 

  • Do you say 'if we receive any updates' because you don't know if the responsible team will update you or because you know as well as I do that they have no intention of looking into it and either they fobbed you off with a pack of lies or you're fobbing me off with a pack of lies?

    • Martin_N's avatar
      Martin_N
      Icon for Forum Team rankForum Team

      We advise if as they may not have any further updates before resolving this matter. I can assure you any further information passed to my colleague will be passed onto yourself. 

      ^Martin

      • vmrunreliable's avatar
        vmrunreliable
        Superfast

        No need, thankfully I'm not a virgin media customer any more so no longer need to be fobbed off by your lies.