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luk34dd0
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Order Open on Account

I had Virgin Media installed on 12/01/2021 - this was a new install. Virgin has just been installed in my street. I believe I'm the first person to have it installed.

So the thing I'd like to get to the bottom of is; there's an open order on my account that says it's for broadband. It's been sat there on my account for over a week with the date 13/01/2021 (one day after I had services installed which are all up and running).

I've tried contacting support to ask what it is. I've waisted hours and hours to be told different things.

The latest response today (20/01/2021 - 1 week after the due date of the order showing on my account) was that it's to fix my broadband issues. I was told, the engineer will be attending on 13/01/2021 (a week in the past). Also, I have no broadband issues.

The agent didn't even seem to know what the date is today - they were very friendly however.

What is going on? It should be a simple question for someone to look at my account and tell me what the order is surely?

Coming from Zen broadband - Virgin is ridiculously bad at answering even the simplest of things.

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Rachael_F
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Re: Order Open on Account

Hi mluk34dd,

 

Thank you for reaching out with your concerns, I'm sorry that you've had difficulty getting information about this.

 

In taking a closer look, it appears that this is simply an audit for our field team. It's not something you need to worry about and I'm surprised that you're able to see it. This isn't an order type our frontline teams would usually have any dealings with as it's a specialised process. It's usually booked it for a certain slot but can then be carried out any time moving forwards. It's more of a marker for the relevant backoffice team than an actual planned action.

 

Thanks,

Rachael

luk34dd0
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Re: Order Open on Account

Thanks Rachael,

That's all I wanted to know.

I wish someone like you worked on the phones and/or web chat.  

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Rachael_F
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Re: Order Open on Account

No problem at all 🙂 I'm lucky enough to have worked in a variety of departments so have extra tidbits of knowledge most frontline staff wouldn't have. I completely understand your frustration though, I'm glad I've been able to put your mind at ease.

 

Thanks,

Rachael