I have been trying to make an appointment for an engineer to assist in the digital phone upgrade. So far I haven't received any assistance, I have had the phone put down on me by a call centre handler.I have an 89-year-old mother, in hospital with a badly broken leg. I am trying to organise the phone line so it can be switched over for when she gets home. She will need to have a "lifeline" system attached to the phone, and she cannot be released from the hospital until we can ensure that she has an emergency contact method.
I have a POA in force, and to further complicate matters I live about 30 minutes away from my mother's address, so I needed to make an appointment with the engineers to arrange a mutually agreeable time.
Having spent an age trying every menu to get through to a Department having rung 150 as shown on the letter I had received, I got absolutely nowhere. I started a formal complaint process, to complain about the lack of accessibility to the engineers. I received a reply back by e-mail stating that Virgin had tried to address the matter by ringing my mother's home phone. She is in the hospital, how will she answer the call. They apparently tried my Virgin landline, multiple times, but it had a call minder on it, and no message was left. (One call was made...the system records all the calls). I spent another hour or so trying to get help by phone, and spoke to a call handler who gave me a number, and told me that it was a direct line through to the technical team.
I cannot tell you how pleased I was, I could now make an appointment to get an engineer out....wrong...the number was just an alternative number to throw me back into the helpline loop. Virgin has an excellent product, and on the whole, it is very reliable, what does its support system fail so miserably, AND HOW DO I GET AN ENGINEER ?
