It's like you've lived my current VM experience, I've just penned an email to construction.virginmedia@virginmedia.co.uk this morning only find out it is fake!!!
I signed up to VM services on 20/12/2020, my first of many install dates was 08/01/2021 where the engineer actually turned up, he quickly identified that the supply cable to my property had been cut at the property boundry. He registered the need for a new supply cable to be installed and said that I wouldn't have to wait long for this to happen.
My next install date was for 25/01/2021. I got a text a day or two before saying they weren't going to turn up
My next install date was for 09/02/2021. I got a call from India a day or two before to say that they weren't going to turn up, this time saying that VM hadn't got the local council permission but couldn't add any further information.
My next install date was for 23/02/2021. I got a call last night from the Philippines to say that VM weren't going to turn up, this time I asked what action were VM taking to prevent these cancellations and whether a request to dig was actually put into the local authority, sadly the nice gentleman in the Philippines had no answer or access to such information. I followed this call with calling up VM media via 03454541111, I spoke to a guy in India and was then put through to a lady in the Philippines. My conversation with Jazz in the Philippines lasted for over an hour, from which I discovered only the following piece of information; a permit request to dig was put into the local authority on 18/01/2021 and it was refused. No further information and her manager was apparently in a meeting so couldn't offer any more information.
I'm informed that my next install date is 12/03/2021, nearly 3 months on from my sign up date for VM services. We have lost complete faith that anyone at VM cares about our install.
I've asked to speak to someone with access to see what is actually going on.
I've asked for a callback from someone in the UK who can explain to me what's going on.
I've asked for the permit request number so that maybe the council can answer my questions.
I've asked for VM to supply me with mobile broadband as a temporary measure whilst I wait for the installation to take place (apparently yes, only at my cost and would have to sign up to a contract).
All that I've got out of VM is this fake email address construction.virginmedia@virginmedia.co.uk,
Please let me put my situation in context:
- My partner and I are currently working from home, my partner is a key worker, we must have internet access to work.
- The installation property cannot be moved in to until VM supplies broadband services.
- We are currently paying for two properties, two sets of bills, and having to heat both because we cannot vacate our present property until VM supplies broadband services.
- The experience is very stressful to my partner, family and myself. It is impacting both personal and professional life.
- Every time that VM gives me a new installation date, I have to book a day holiday, these precious days are being used up by VM with no final outcome.
If you're listening at all VM?
Please can you tell me what is happening with my install?
What is the 'blockage' to the install, and what is being done to prevent another cancellation of install?
Why do you find it unnecessary to give your customer any customer service, a little information and consideration would go some way to show that there are actual human beings behind this faceless facade.