Can VM get anything right? Scandalous customer service

[Annoyed321]

So I switched over to VM and everything that could go wrong has gone wrong already . VM seem absolutely criminally useless.

Even switching to VM was an ordeal trying to understand the customer service agent.

It was agreed I would keep my landline number. I then get an email to say VM will be changing my landline number, contrary to what was agreed. I then call up to try to put this right, it seems nobody can deal with the problem. I am passed around on the phone, have to constantly prove my identity every time I'm passed from one incompetent strongly accented imbecile to the next. After much hassle and annoyance it is not clear that I will be keep my landline number as agreed. USELESS

It was agreed that VM would send an engineer to install everything. Instead VM just send equipment by post on the day the engineer is supposed to come, no engineer. WTH??? USELESS

Can someone at VM respond to me to try to put this right otherwise I'll be cancelling immediately, you do not seem capable of doing anything correctly. How does your business keep going with such scandalous uselessness?

[Carley_S]

Hi @Annoyed321 

Welcome to the community forums.

Sorry to hear of your concerns with your landline number and install. 

We've not been able to locate you on the systems at our side. For a number port to go through, there must be an active landline. This means that you'll receive a temporary number for your number to replace. 

In regards to your install, have you been able to install your services and equipment via the QuickStart set up that was sent or do you still require an engineer as you don't have a Virgin Media/NTL/TeleWest faceplate in the home? 

[Annoyed321]

Why cause confusion by not telling the customer what you have just told me regards "For a number port to go through, there must be an active landline. This means that you'll receive a temporary number for your number to replace." Why did I spend time on the phone being passed around by your people, none of whom could tell me that? 

You told me an engineer would come to set everything up. I would like you to do what was promised and agreed.  

[Paul_DN]

Hi Annoyed321,

As long as you're services are now active and the number you wish to bring over is still active on the previous line we can request the number for you, apologies if this was not made clear and you were under the impression this was all done by our engineer.

So we can help further and request the port if this hasn't already been done I have sent you an invite into a private chat, please click on the white envelope to accept.

Regards

Paul.