We moved house on the 1st November and two weeks prior to that, let Virgin know we wanted to take our services with us when we moved. Virgin scheduled an installation on the 4th November and we thought that was it, how wrong we were…
For clarity, we let Virgin know the exact date we moved in, but for some reason they attempted to start the external works long before we did, giving us or the previous owner no notice that they were doing this. As we hadn’t moved in yet, and the previous owner having no idea why some strange group of men were digging up her garden, she rightfully made them leave.
We received an automatic message on the 3rd letting us know our installation might have been delayed, and it took a phone call to Virgin to find out why. They’d had to delay but said they’d send around a surveyor on the 5th to take a look and give us an idea of what needed doing.
The surveyor was a blessing, genuinely the only helpful person in all of this. He phoned the contractor at Avonline to update them and requested a note go on our account to get them to come back out to finish the external works, and that if they did that in the morning, Virgin could come and do the internal works the same afternoon. He said they’d take about 48 hrs.
Where it all goes wrong. After waiting a few days, we phone Virgin as we’ve heard nothing back since talking to the surveyor, Virgin tell us they’ve scheduled us in for the 19th November! Almost 3 weeks without a service we’re paying for. This is despite being told it would just take a few days.
We keep up the contact, phoning for updates and have been told day in and day out that the contractor will arrive each day only to have to phone up again to tell them they didn’t show up. Every time, we’re offered £30 compensation for a missed appointment but on the 4th day of missed appointments we’re told that only one of the £30 compensations has been applied to the account.
At this point we’re just fed up of the constant lying by customer service staff. They seemingly have no idea when or if Avonline are coming. They lie about applying compensation after missed appointments and now to top everything off, our complaint that we raised has now been closed because our account is apparently inactive.
