Hi,
I've paid Virgin to install Wi-Fi to a house I'm moving into, where there is no broadband currently installed. My experience with Virgin however has been extremely painful and proving to be nigh impossible. I placed the order over a month ago (30 Sept) but frustratingly still no progress has been made.
The installation date was originally scheduled for the 2nd Nov; I am paying bills and rent from before this date but cannot move in tomorrow as there is no Wi-Fi.
Because there is no Wi-Fi I am not able to live or work at the property, which I have made clear. I requested I be informed of planned visits upfront, so I can make arrangements to be there to meet engineers. It is a 2hr round trip each time.
I was not told of a pre-installation visit to the property on 24 October and so I wasn't there. However, apparently, they identified 'stone paving' advising they would come back in a couple days with the equipment ready to do the wiring (not the installation).
I was told to be at the property on the 28th October. I drove down and waited all day, but no one turned up. Apparently engineers then arrived yesterday - but I was not informed so still I have no idea what’s stopping them from performing any work.
No-one is notifying me of what days the engineer is supposed to show up to install the wiring. I cannot get the engineer's number to arrange any further visits or plan the installation. Customer Service has told me they have no access to the engineers’ schedules or phone numbers.
I've now called customer services 8 times over the space of 3 weeks trying to re-schedule a visit, but they dodge the question, keep saying they will call me back, text me the day before a visit and send me an email, but it doesn’t happen. I find myself on the phone the next day trying to work out what day the engineers are visiting only to find out it was supposedly today or yesterday, and they deflect me away again. I've been offered £10 for the inconvenience of how bad the customer service is let alone the actual issue of getting my Wi-Fi installed, but I’d rather just have it installed on time.
I fear this will be an endless loop. Meanwhile, I'm paying rent but still unable to live and work at the property.
Additionally, the login page for virgin media, won't let me sign in, and won't send me a reset password email. I therefore cannot even access my complaints or details on the website. I've also tried calling customer services about this, but they keep direct me back to the page I've already used with the excuse "this will be fixed in 72h" over and over again.
Please let me know how I can get in contact with the engineers who plan to visit my home, so I stop wasting money driving back and forth between the houses and stop paying rent in a house I cannot use for work. I just want the Wi-Fi I paid for to be installed when Virgin media promised me, they would. I'm now told this will be at least delayed to the 9th November.
And also, please could you send me a password reset email, as not being able to login to my account is only further exacerbating the issue.
Kind regards,
Kai
