on 01-01-2021 21:28
Anyone else disappointed by the poor customer service? I was sent a text advising that additional work needed to be carried out before I could receive services and my install date of 6th Jan was delayed. No information about how long the delays were. I called and spent an hour on the phone, they were useless and was passed between 3 people. Eventually I was told to email construction.virginmedia@virginmedia.co.uk,the email bounced back, and looking on the forum it doesnt look like I'm the first to be given a fake email address. Very disappointed with the service received so far and it's making me question whether or not I was to join virgin. I'm now having to pay out of contract rates with sky (which ste horrendous!) With no time frame from virgin!
Answered! Go to Answer
on 22-02-2021 13:38
Did you get your installation done, or did you just give up and with another provider?
on 02-01-2021 09:08
Pre-installation & Delivery team on 08000 521 734
on 22-02-2021 07:36
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!!!
22-02-2021 10:22 - edited 22-02-2021 10:24
If you require internet access, the best way is via a 3G/4G dongle whilst you wait, as it can take VM upto 8 weeks to supply some properties, longer in some cases. Since these cases are normally due to outside contractors, don't expect VM to chase them, so they typically done when they are done if you constantly pester them they'll just give you fictitious dates until completed as these people are typically on KPI and so need to get you off the phone as soon as possible.
on 22-02-2021 13:29
Thanks for the advice, but I don't see why in order to get mobile broadband from VM I've got to set up a new contract, get credit checked, pay up front to buy something from the people who have created the gap I have to fill
on 22-02-2021 13:34
Almost identical scenario to the one I posted slightly earlier. Just get give fictious dates
on 22-02-2021 13:36
I can't think of a time where as a consumer I've had such poor service and support.
on 22-02-2021 13:38
Did you get your installation done, or did you just give up and with another provider?
on 23-02-2021 23:36
It was all a bit long winded and I get the feeling it was all sales target related. Originally I spoke to an engineer here in the uk who told me they could install it following a few checks, he approved the work so I then got a call from the online sales team who processed my order. after nearly a month I got the call saying my install date was delayed as per the original post. Eventually I got a call from the construction team advising they couldn't install because of the cost, I was really fed up and explained about my conversation with the engineer, the advisor said that if I'd spoken to an engineer then they should be able to do it so after waiting another week for the engineer to call (I was promised 3 times that he would call and he didnt) he explained that because the online team had placed the order it was refused but if he processed the order it would go through but it would be a new order, he couldn't promise the same package anymore and I'd be back at the end of the queue and it might be 8 weeks wait on top of the 6 I had already waited so I stayed with sky in the end!
on 24-02-2021 07:11
Thank you for sharing your experience.
Although VM have not said so (mainly because it's impossible to get to talk with anyone that can tell me what's going on), I believe the same thing is happening to me. There is no problem with local authority, it's VM that don't want to install because there's a cost to it and everyday and time that they delay the cost is getting higher so the less likely that they will ever turn up.
For VM it's about profit margins not service provision.
I wonder how long they will string me along for?
Is there a record for number of cancellations and reschedules?
I wonder who's had the most?