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Silver11dragon
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Complaint - Missed Installations

  There have been numerous issues since attempting to become a VM customer.

Initially I was advised by VM that I was eligible to receive Broadband. Once I was eligible to leave another provider I went online and the VM website said our property was not eligible for VM broadband. After speaking to my neighbours and putting their details into the VM website they were all eligible for VM broadband. After many calls, emails and posts on forums and nearly two months later someone finally game to our property and guess what - YES we were eligible. Now the fiasco really starts.

A VM sales rep visited our property, I explained that I wished to proceed with a new VM contract but that I needed the VM website to show my property being eligible so that I could proceed through the 'Reward Gateway' website where I would receive a £75 cash back. He took the details and assured me he would be paid by VM directly to my VM account. After speaking to the pre install team they refused to pay this. After many calls & texts the sales rep agreed to pay £50 and said that if I called the pre install team again and tell them that I received a £50 cancellation fee from BT they would refund me a further £50 to help reimburse me for the hassle and time wasted. This was of course declined too. You are also told to cancel your previous contract with your broadband service provider.

As this was the first install to our property the sales rep agrees an appointment for the pre install team to route the fibre to your property and then another appointment for the internal install.

The first team arrived and everything was an issue, All they wanted was to route the cable to the easiest point for them despite me being clear where I wanted the cable to enter my property and that I didn’t want a cable being visible running around the front of my property when they could easily did a trench a run it discreetly. They then proceeded to run it just under the surface by a couple of inches complaining at every turn.  By chance I then saw them attempting to fit a grey box on the front of our property which looked an eye sore, I asked why it was not a brown box as shown of the website and he replied as you have brown wooden windows I would normally attach brown but I've not got any on the van - so you can only have the option of white or grey. After another awkward conversation I refused the grey/white and told him to return with the correct colour when available.

They then attempted to 'Blow' the fibre through from the house to the VM box, this got stuck, and so did the 'bullets they use to try and clear any blockages. As they couldn’t clear the blockage the installation would now have to be passed to another specialist team to help remove the blockage. They then attempted to remove the fibre and pull it back to the house but this also couldn’t be completed as it was stuck again. My install date was then cancelled.

The 'specialist' team arrived unannounced a few days later, it is very handy to have an external security camera with motion sensors to enable me to view their arrival.  Again they could not clear the fibre from the tube and they also blew various 'bullets' both cotton and metal which also got blocked.  They advised the job would passed out to an external contractor who would dig up the road by the VM box and remove the blockage.

During this period you have numerous contacts from the 'pre instal' team who are based in a call centre in India. To say that they are unhelpful is an understatement. After the last blockade couldn’t be cleared by the VM team I was told that they need at least 5 days to obtain a license to dig the road up, Three days later on the 13th August 2019 an external contractor crew turned up & again unannounced to clear the blockage. They successfully cleared the blockage and said they would be advising VM accordingly. 

The next install was again cancelled due to a blockage. 

After again calling the pre install team in India where calls appear very scripted and they have no wish to help resolve any issues, I wash told that they have a report on the system stating that our cabling/fibre was still blocked. I explained numerous times that I was there talking with the contractors when they cleared the blockage. But again they were not willing to listen. I asked for a contact number for the team who filed the report, No! I asked for a report number and date, No. I asked for my details to be passed to them. No. It appeared the the VM team who visited may have written a report being unable to unblock but they could and wouldn’t investigate if they had received a report on the 13/8/19 from an external contractor that would supersede this.

After complaining to the VM sales rep I was advised that on the 21st August another blockage was found. This appears to be misinformation again. When asked where the blockage was he wasn’t able to provide any information, surely their teams would have to provide some information? As the cabinet is a permanent fixture and we have already been told the cabinet is already to go then the blockage would be between the cabinet and our property. To clear the blockages VM have a man at each end and they use compressed air to fire 'bullets' or fibre through the cable and confirm receipt with their colleagues.How could this be completed if they never visited our property? Does VM not realise that they need to provide correct information as customers can use technology to help prove their misinformation. According to my security cameras no VM team visited our property on the 21st.

Again with a new install due on the 7th September 2019 I wanted to clarify that all issues were resolved and who was coming to our property as I didn’t believe the 'blockage' issue had been resolved or even existed. After another 30 minutes wasted talking to the VM call centre in India I decided to try and put some logic to the sales rep. At this point he conveniently stopped answering my calls and replying to my texts, however when I called from my partners phone he picked up and appeared very uncomfortable.

I clearly asked him who was involved in my instal on the 7th, he replied the internal installer and someone that drills from the brown external box into our house. Ok, so as the connection is blocked who is going to clear it? No answer! I asked when was the blockage cleared? No answer, Because if you are installing on the 7th when is the team arriving to clear the blockage? I had already explained numerous times and provided a video showing  the external contractors had only cleared to the edge of my property and that VM needed to 'T' off from there and sort the fibre out. I then also removed the black VM cover from the external entry point and pictured the cables to show there are still  external connections to be completed and from what I have been advised previously would need another external team.

After sending the picture through last night again no contact from the VM sales rep. I then received a text from an unknown number reporting to be from Virgin wanting personal information from me! I declined. After another drawn out text conversation they provided a telephone number and it was the pre instal team from India. Yes you've guessed it, The instal has been delayed again, due to a blockage. My new proposed instal date is the 18th September 2019. Now nearly 6 weeks late.

The telephone number shown for making complaints doesn’t have a clear option to allow you to make complaints, you can’t make complaints to the pre instal team, there's no email address for complaints - despite VM detailing how to make complaints it is clear the only way to do it is in writing. Surely in the modern age should email not be the preferred option to allow it to be followed through easily? Not if you want to make it so hard it puts people off making complaints.

There is also information detailing compensation you should be entitled to by Ofcom for missed appointments and a daily rate for non installation. However when you speak to VM India, the pre instal team have no awareness of what the compensation is, and if you are eligible someone MAY contact you. They can’t put you through to the department that deals with compensation, they don’t have a telephone number or email contact address for you either. I'm getting the feeling that if VM can make it hard enough for you to speak to the correct people they hope they will make you let things go. 

This is not how a modern company should operate, they hide a website that points you towards a telephone system that you can’t get through to the relevant department and an Indian call centre that appears to be very scripted that won’t help in any way or answer any questions.

I would advise people to carefully consider if they wish to do business with such a company.

Things can and will go wrong but it’s how companies deal with them when they do, it’s clear that Virgin Media have a lot to learn from the likes of John Lewis etc.

Regards,

A very disgruntled new Customer

 

 

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jdean23
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Message 2 of 10
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Re: Complaint - Missed Installations

Good morning. I really feel for you. I’m in a similar situation myself.

Our original install date was 21st August. Got delayed a week as they found a blockage outside the house even though the next door neighbour has virgin media.

Got delayed until 27th, then day before they called me to say it had to be delayed again until 5th September as work couldn’t be completed before then. 

Spent the last 5 days having virgin (via call centre or online chat) tell me that the pre work would be carried out that day... it never did happen. 

I got a text from them yesterday asking me if I’m ready for Virgin Media and that it was a last minute check that I’m ready for today. That an engineer will be round between 8am and 1pm to install for us. I’ve booked the day off work so I’m home all day. 

Im doubtful it’ll happen to be honest, I haven’t seen any work done and I’ve read plenty of stories on here where people say an engineer turns up, has no cables to work with and just leaves. 

I totally agree with you about how they handle things. It’s very poor coming from such a big company! 

I’ll keep you updated and I’ll keep an eye out for your posts, keep us updated on your situation also please 

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Silver11dragon
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Message 3 of 10
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Re: Complaint - Missed Installations

Hi Jdean,

VM have little regard for people that have to juggle things around to ensure someone over 18 is at home for the period VM make the appointments for and then they cancel at the last minute because of what I see as their incompetence. It is clear that their internal departments do not communicate clearly and if they put work out to contractors you've got no chance of them ever realising what is going on.

i believe the compensation should be higher to encourage them to act in a more professional manner.

fyi, As the VM complaints procedure ties you up in knots I am in the process of looking at Virgin Media top management structure. If you look at companies house you will find them - the Head office is either Hook but that will be changing to Reading shortly, you can find out from google how Virgin Media staff emails are structured ie asmith@vm.co,uk. i will collectively email them in the hope someone at a higher level cares more the the ongoing service failures that someone that is based in a call centre in India. Failing that the only other option I have is highlighting the on going issues with the parent company Liberty Global which is based at Griffin House, 161 Hammersmith Road, Hammersmith. London

You would hope in the current  time that companies realise how important good service is - VIRGIN media clearly don’t. I think they should look at other companies who thought they could disregard customers, they have either failed or been split up by regulators.

I'll keep you posted.

Good luck

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Re: Complaint - Missed Installations


@Silver11dragon wrote:

Hi Jdean,

VM have little regard for people that have to juggle things around to ensure someone over 18 is at home for the period VM make the appointments for and then they cancel at the last minute because of what I see as their incompetence. It is clear that their internal departments do not communicate clearly and if they put work out to contractors you've got no chance of them ever realising what is going on.

i believe the compensation should be higher to encourage them to act in a more professional manner.

fyi, As the VM complaints procedure ties you up in knots I am in the process of looking at Virgin Media top management structure. If you look at companies house you will find them - the Head office is either Hook but that will be changing to Reading shortly, you can find out from google how Virgin Media staff emails are structured ie asmith@vm.co,uk. i will collectively email them in the hope someone at a higher level cares more the the ongoing service failures that someone that is based in a call centre in India. Failing that the only other option I have is highlighting the on going issues with the parent company Liberty Global which is based at Griffin House, 161 Hammersmith Road, Hammersmith. London

You would hope in the current  time that companies realise how important good service is - VIRGIN media clearly don’t. I think they should look at other companies who thought they could disregard customers, they have either failed or been split up by regulators.

I'll keep you posted.

Good luck


i wish you luck - but save your time and effort it will all go nowhere - if any emails do land in inboxes i think they will either be ignored or passed down the line

i am sure management know all the problems - but its how its setup - within their business model it works

____________________

Tony
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Silver11dragon
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Re: Complaint - Missed Installations

Hi Tony,

i find your response strange. If everyone did nothing nothing would change.

As a super user with so many responses do you work for VIrgin Media or have a commercial interest in them? 

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Message 6 of 10
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Re: Complaint - Missed Installations

Good Morning Silver11dragon,

 

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

 

I'm terribly sorry to see we've encountered so many issues with the installation.

 

Just to answer your question there, -tony- is a Superuser who lends his know how to other Virgin Media customers based on his experience with both our product and equipment.

 

I myself am a Virgin Media employee and will be happy to assist you where possible.

 

If you'd like me to take a closer look into this, get back to me via the PM I'm going to send you - you'll see this via the purple envelope in the top right hand corner of your screen.

 

Kindest regards,

 

David_Bn  

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jdean23
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Message 7 of 10
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Re: Complaint - Missed Installations

Hi Silverdragon. An engineer turned up this morning at 8.40ish. He knew I had the problem of a blockage but reassured me that it would be sorted today. He began the installation and about 40 minutes later the cable team turned up and began working on the problem. Long story short I've now managed to have the services successfully installed and everything is fine. 

I really hope you get some good luck soon!

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Re: Complaint - Missed Installations

Hi Jdean, That's really great news. No more stress 🙂 

atb

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Silver11dragon
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Message 9 of 10
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Re: Complaint - Missed Installations

Update

Further to my initial post.

I was pleasantly surprised to see two Virgin Media vans arrive at my house unannounced this morning. By chance I was also texting the local VM sales rep who was advising me that I still had two blockages which is why my connecting was being delayed again until the 18/09/19.

After a short period of time the engineers confirmed the points I had raised:

1/ The blockage was cleared on the 13/8/19 - as per the security video footage supplied to them by me.

2/The information contained within the external contractors job sheet advising the blockage being cleared on the 13/8/19 was not updated on the Virgin Media systems. This was the cause of all of the cancelled appointments.

Within a short period of time they confirmed that the external cabling was now in place and no blockages were found!

This whole process started back towards the end of June, and my new install date currently is the 18/9/19. Not only have I wasted a huge amount of time on this but so have various departments and staff within Virgin Media. What a total waste of time for all involved. Surely they should have a quality improvement process in place to stop these issues.

I have finally been able to raise a complaint with VM. It appears from the compensation information I should be eligible for £25 per missed appointment, and £5 per day until the install has been completed. I am also currently out of pocket by £25 as they have failed to honour the cash back the initial sales rep confirmed I would be paid. 

Let’s hope they now have the integrity to put their hands up, and to fully compensate me rather than me having to take my complaint further to CISAS.

 

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Silver11dragon
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Re: Complaint - Missed Installations

UPDATE

I am pleased to confirm my service has finally been installed.

I do hope that Virgin Media in the future listens to customers, allows them to escalate issues easier, and take the time to investigate things fully when they go wrong, the issues I have experienced could have easily been resolved weeks ago. This has been a huge waster of time for all involved.

Things can and do go wrong, but it’s how they are dealt with that show's you the type of company you are dealing with. Unfortunately Virgin Media have some basic 'Service' fundamentals to address IMO. 

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