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tastyfish
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Cable left on ground from street to property

After 5 visits and 3 delays in installation, we are connected!

However Virgin were supposed to install a cable underground from the street to the house before installation (failed), on the same day as installation (failed) and then a few days after installation (failed).

No one is responding on the text chat and I've raised a complaint which they will apparently look at within 28 days...  We have 60ft+ of cable lying between street and property and it's already been run over by the neighbours.

Does anyone have cheats to get a response from Virgin on when they are going to complete the installation?

Thanks

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Adduxi
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Message 2 of 23
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Re: Cable left on ground from street to property

Get your local Council Health and Safety involved. They just love this sort of "danger to the Public"
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Z92
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Re: Cable left on ground from street to property

I'm confused, you have a connection but they've left 60 ft of cable behind?

Could you post pictures, it might help. 

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tastyfish
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Message 4 of 23
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Re: Cable left on ground from street to property

They've literally come up from the street, run cable in a conduit above ground from the street to the front of our house.  They were supposed to have installed this correctly (buried cable for a start) on three occasions so far.  Now I cannot even get hold of them to alert them to the incomplete installation.

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tastyfish
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Message 5 of 23
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Re: Cable left on ground from street to property

The Chat option on the installation text conversations are just ignored now.  They've left it like this since installing the services after the engineer stated they would fix it by the end of the day (failed to turn up) and didn't bother to turn up for the appointment which appeared in the app for 3 days later..


This isn't a hose, this is the current state of infrastructure services from Virgin...

IMG_7828.jpg

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tastyfish
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Message 6 of 23
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Re: Cable left on ground from street to property

3rd attempt to get though on the phone.  30 minutes on hold.  Got through to customer services who then spoke with supervisor after saying that they didn't have any notes from any of the installers and no further follow up installation visits book and transferred me to a "specialist team"...

The lady answered quickly, then said she didn't have the details up on her screen yet and hung up on me.

How can customer service be this hard, Virgin? 

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Z92
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Message 7 of 23
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Re: Cable left on ground from street to property

You need one of the forum staff to get in touch with your local area manager to fix this, it may take them a few days or sometimes a week to see this though, but that picture makes it clear that this requires attention. 

 

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David_Bn
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Message 8 of 23
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Re: Cable left on ground from street to property

Hi tastyfish,

 

Thanks for your post on our Community Forums and a very warm welcome to you!

 

Sorry to see that the cable hasn't been buried as per expected on installation

 

I can see that you've been able to chat to our team today to have this booked in for us to resolve, do please let us know if there's anything further we can assist you with

 

Kindest regards,

 

David_Bn

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tastyfish
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Message 9 of 23
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Re: Cable left on ground from street to property

Thanks for the reply, David.

Could you please feedback to Virgin that they really need to make it easier for customerrs to get in touch, follow up with installations etc?

After 4 attempts to get through, an hour on hold, one hung up call, Virgin have offered the 22nd as a date when they will come and complete the installation.  I have verified (again) that they will physically install the cable, bury it and make good. 

Apparently they simply cancelled the physical installation when the services went live, the installation engineer didn't leave notes and they didn't bother to do a post-install check.

In terms of feedback, things that would really help customer experience are:

1:  Provide options on the website for WebChat.  Rather than phoning constantly and being transferred to different teams, customers could get support and service faster and your teams can work more effectively.

2:  Website Support section:   This area contains no useful information if the problem isn't covered by the basic FAQs and there is no option for installation problems bar basic troubleshooting for the equipment.

3:  Your telephone support service verifies a customer, then suggests you can get online help by clicking a link which Virgin can send via text message.  This link is simply back to the standard FAQ pages and is infuriating when you've already been through the website, got the contact details (not easy) and hang up thinking the link will be to contact a support/customer service rep via webchat.

I'll feedback after the 22nd.  Hopefully it's a case of 3rd or 4th time lucky 🙂

 

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David_Bn
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Message 10 of 23
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Re: Cable left on ground from street to property

Thanks for coming back to me tastyfish

 

We will certainly take your feedback on board and seek to improve our business model moving forward, where both possible and applicable.

 

In the meantime, is the 22nd a date you agreed with our team? I can possibly seek to have this brought forward if possible

 

Kindest regards,

 

David_Bn

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