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SerraO
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Change of installation date

Hi,

I'm a new customer on mobile and broadband. My installation was scheduled on November 10th between 8am-1pm. I got a text saying I need to conform if it is convenient. I replied the text saying 'no' as I work full time and won't be in the house in the time slot given. I only wanted to change the time slot but they sent me another text saying they have rescheduled it on 3rd December in the same time slot. The text says I need to go to my VM account and change it if I'm not happy. Because Virgin didn't send me a welcome email, I can't get into my VM account! Any recommendations? It is getting really frustrated not being able to access customer services!

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Emma_C
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Re: Change of installation date

Hi SerraO, 

Thanks for your post and welcome to our community. 

Really sorry for the delay in getting back in touch with you, we have been busier than usual. 

I have had a look at the back end of things from here and can see since posting you've spoken to the team. 

Do let us know how the install goes and if you need anything else. 

Emma_C - Forum Team
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Scotty2395
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Re: Change of installation date

The two dates I proposed for installation have been ignored and another date which isn’t suitable for me has been chosen. I spent an hour on the phone on Tuesday to be told I can’t rearrange the appointment for a time that suits me ie when I’m actually at home and not at work. I have spent 40 mins this evening texting virgin media to be told they can’t help and after another 30 mins on the phone the call was cut off by virgin. I am a new customer and all I want to do is arrange a date and time suitable for me however after several hours and various avenues tried I have been unable to do it. Would it just be easier to cancel my direct debit and let failed installation happen when I’m not home 

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