Pon id was wrong been waiting months.

[Oliverp]

I've had multiple engineers around to do the installation and ever time they come I get told the pon id is different to the one on my router and it's not something an engineer can sort out. Then I ring virgin and explain thr pon id needs changing and they keep resending engineers and its become a huge endless loop of incompetance.

[jbrennand]

Have you tried the Pre-installation and delivery team on 0800 052 1734 and see if they can help sort it?

[Daniel_Et]

Hi @Oliverp 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to about the poor experience you've had and that you feel this way 😔

I can see you've spoken to the team. What's the latest information you've been provided in terms of getting this resolved?

Please pop back to us at your earliest convenience.

Thank you for your support @jbrennand 👍

Regards,
Daniel

[Oliverp]

They are sending another engineer round on Thursday 19/10 they think there going to get the pon id issue sorted this time. I'm very doubtful,  I feel like the agent on the phone is just fobbing the situation off by sending another engineer,  the last engineer said the pon id is nothing he can fix or alter he said that's for virgin to sort out.

[Tudor]

When it is sorted make sure you check the start date of the contract, also check into the compensation available.

T&C's of the automatic compensation scheme at https://www.virginmedia.com/help/automatic-compensation

[Steven_L]

Thanks for coming back to us Oliverp, how did the visit today go? Have they been able to do anything further?

Kind Regards,

Steven_L

[Oliverp]

Engineer didn't show up . Looking into other providers and also going to claim compensation.  

[Oliverp]

Engineer didn't show,  I still don't have an active broadband connection

[Oliverp]

Another engineer round 21/10/23 and another one bites the dust,  pon id incorrect and virgin call handlers unable to understand what there engineers are need rectified. After all 5 of these engineer visits and 2 months waiting I'm still here with no Internet because you won't simply change the pon id from whatever back office its done from . 

[Oliverp]

The pon id is still wrong and the engineers can't seem to get virgin to change or acknowledge this issue