I had an installation booked for the 18th Feb, scheduled in Mid Jan. I had the pre site attendance on the 28th Jan.
Today was the 18th Feb and no engineer bothered coming to the property. I called virgin nearly daily for the last to ensure all was on track for installation for today, to ensure any external construction work that was required was already completed.
But no one turned up today. I spent hours calling the customer service number not getting through to the pre install team, call getting dropped after waiting 86mins. Then I remembered I had the engineers mobile from the pre site visit in Jan. I called him and told him that no one had come, and asked what’s going on? He was very close by so drove to the property, and met me outside. He on louder speaker called the engineer who was meant to do perform the install. “Benny” Benny told his colleague that he wasn’t coming to the property, not worth his time, the installation is never going to happen, got to get a permit for the council to dig up the road, so leave that property alone it will never happen. ( I have this conversation recorded, tempted to share on social media how Virgin treats it’s disabled vulnerable customers).
At no point was I contacted by anyone in the virgin team to say the engineer wasn’t coming, or there was a problem. I spent hours and hours trying to reach customers service, in the end gave up and got through to retentions so I could leave Virgin Media. Because I’m a pre installation customer they even they couldn’t help or cancel the contract and again no one in the pre install was answering the phone.
So now moved into a new property no broadband connection, vulnerable and unable to earn an income with being able to connect remotely, and no time to find an alternative solution.
