Address availability issue - APPALLING SERVICE from Virgin

[DJBenz]

So... like many people I'm suffering from my particular property not being available on the postcode checker, even though the local area has had Virgin Fibre (via telegraph poles) installed, and a pole being directly opposite the property concerned.

So I filled in the form after clicking "My address is not shown" and waited... and waited... and nothing (yes, I waited the 10 working days the website suggests).

So I filled in the form again. And waited... and waited... and nothing

I managed to get hold of a contact number for the Community Liaison Officer who was helping local people with the service pre and during the rollout. I rang probably 10 times over a week and the call was never answered, it just rang to voicemail. I managed to get the email address for the same and sent an email asking if they would contact me regarding the service. A week went by - no reply.

I decided to fill in the form again, third time's a charm, right? I waited... and waited...

SUCCESS! A text message from Virgin saying "I have been trying to get in touch with you" (they hadn't, there were no missed calls on either number I provided) "please contact me on my direct number"

I called and a young lady said she would look into it for me and get back to me (this was Wednesday last week, 5th June). I asked how long it would take, she said "I should know something by Friday". Friday came and went, no phone call. 

I called on Monday (10th June) for an update. No answer, phone rings to voicemail. I left a voice message and sent an SMS asking for a callback. Nothing. I called 13 times in total.

I called Tuesday. Same story... 9 times in total. Managed to get through and she said she would check with her manager and call me back. Guess what? No call back.

Wednesday, still no call back. Busy with work didn't get a chance to call in.

Today, TWENTY SIX TIMES I have called the number. It's never answered and there's seemingly no inclination from anyone within the company to call customers back. If this is how you treat a POTENTIAL customer, I'd hate to see how poor the service is when you're actually taking money from them. It's little wonder you're currently languishing at 1.6 overall on TrustPilot, your customer service is an absolute shambles.

[jbrennand]

What number are you calling?  Is it the Pre-installation and delivery team on 0800 052 1734 ?

A VM person will respond here soon

[DJBenz]

No, it's a direct number from one of the Outbound Sales Representatives. I cross checked the details against LinkedIn and it's legit.

[David_Bn]

Thanks for reaching out to us @DJBenz, and a very warm welcome to our Community Forums!

Sorry to hear of the difficulty faced when trying to speak to our team to discuss the potential install of our services at your property.

I'd be happy to look into this for you, to see if we can assist you in getting some movement on this one.

Check out the envelope in the top right hand corner for a private message from me

Thanks,

David_Bn

[DJBenz]

Thank you David, I have replied with the details requested and an explanation of the issue.

[DJBenz]

Unfortunately there are no other options. Aside from copper cable at an average of 15mb down or Starlink at £75 a month, Virgin is the only high speed option. 

[jbrennand]

As this has disappeared into PM's, FOI - post back here with the final outcome when resolved.

[DJBenz]

Will do. 

[DJBenz]

---

@jbrennand wrote:

As this has disappeared into PM's, FOI - post back here with the final outcome when resolved.

---

I had an update by email today that said "Our technicians have been looking at our network in your street to see what services are available to you. Unfortunately, they need to do a little more investigation work before we can give you a definite answer."

Which is a step forward from where I was, so kudos to @David_Bn for getting things moving. Will update as and when an answer is forthcoming.

[DJBenz]

---

@David_Bn wrote:

Thanks for reaching out to us @DJBenz, and a very warm welcome to our Community Forums!

Sorry to hear of the difficulty faced when trying to speak to our team to discuss the potential install of our services at your property.

I'd be happy to look into this for you, to see if we can assist you in getting some movement on this one.

Check out the envelope in the top right hand corner for a private message from me

Thanks,

David_Bn

---

It all started so well, I had an email a week ago from the Unserviceable Homes address that said "Our technicians have been looking at our network in your street to see what services are available to you. Unfortunately, they need to do a little more investigation work before we can give you a definite answer.

We apologise for the delay and we'll be in touch within the next 7 days with an update."

True to form, 8 days later... nothing.

It really does look like Virgin Media try their hardest not to attract new customers. If you weren't my only feasible option the I'd have given up long ago.