I’m a brand new customer to Virgin Media and this week has being a nightmare with their customer service and installation team. My full install was scheduled for 8th October. It was rescheduled then for later in this month, presumably because they couldn’t get the external work done in time. Every day this week I’ve been promised external engineers and to wait in for them to check they arrive and when they do to phone the installation team to confirm it to them.
Four days in a row and the appointment has been scheduled again for today. I very much doubt they will turn up. Being asked to wait in for external engineers for four days has been extremely frustrating and obviously I can’t take much more time off work. They have “gifted” me back the £35 installation fee which I find pretty poor as compensation.
Anyone any idea how to get this process resolved or at least moving in the right direction?
Here's what I've learned (the hard way) over the past 6 weeks:
You'll probably be able to see two dates in your VM account. The first date is the pre-install date. Once that's missed, it automatically rolls on by 1 day. It is a meaningless date... The second date is the provisional date for the installation. Be aware that it means nothing until the pre-install has been done. If the date is missed, 14 days will automatically be added to the date. Every time my installation date is missed I get notified at 10 pm the night before and then 14 days are added.
Don't waste your time using the chat function on the VM website. You'll probably spend over an hour getting scripted responses no real answers. It's better to give them a call. I have spent hours on the phone to them and eventually got given a direct line to the installation team: 0800 052 1734
If you're not fussed about the fast internet connection then save yourself some pain and go with Sky.
More about my pain here. You will find many similar stories on these forums.
and to wait in for them to check they arrive and when they do to phone the installation team to confirm it to them.
They asked you to babysit their installation team???
You should have told them to hire their own minders.
Engineer: Ok I'm going home. Minder: No. You're not going home yet kiddo, you're staying right here until you finish your work. Engineer: Waaaaaaa Waaaaaa waaaaaa I want to go home to my mummy Waaaaaaaaaaa.
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