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Delayed installation, shameful responses

Manekineko
Joining in
I signed up for VM back in October and was meant to receive an engineer visit on Saturday 28 November. They came and found out that no outside pre-work has been done. The cable people came knocking at my door two days before and I saw them working but apparently they did nothing and left. Engineer came and wasn’t even aware of anything so had to leave. I called support multiple times and they couldn’t give me an answer of why the outside work wasn’t completed. Now they pushed my installation to the 14 December. I’ve been told all sort of things: - I am getting the outside work done the same day - I am on a priority list and my installation will be done this week - They gave my number to the cable people and they would have called in the next two hours and was advised to keep the phone with me at all times (they didn’t call). All I got was endless security checks and being pushed from an incompetent person to another. I am stuck and unable to work from home without connection, so I have to pay for a coworking space while I could simply work from home. Any advice? They promised me that the installation would have been prioritised this week, but no one got back to me and I only get apologies but not real support.
5 REPLIES 5

newcustabc1
Dialled in

The honest answer is that you might still have to wait a very long time.

Virgin have a product (fast fibre) that sells itself. They have no need at all to treat their customers with any sort of respect as that might mean investing some of their profits in customer service and their shareholders wouldn't like that, would they?

In the mean time, they will lie to you and string you along with fake dates as apparently there are no real repercussions from the regulators, so why not?

I ordered my service in July with an installation date of 8th August. If have lost count of the amount of pretend dates they have lied about, my current installation date is sitting at 22nd December.

They are a joke of a company.

Do not believe ONE WORD that that tell you, as this will only lead to disappoint.

You are not a human being to them, just a number that will probably start paying them some day.

Chris_W1
Forum Team
Forum Team

Hi Manekineko, thanks for the message and welcome to the forums. 

I am sorry to hear that there is an issue with the service and this is not the experience which we want you to have. 

The prepull works will be done at any point until the day of installation. 

Please let us know how it goes on the 14th December and if there is any issues? 

Kind regards, Chris. 

Manekineko, out of interest, have they sorted this for you or are they still giving you the old "Virgin Media Runaround"?

As you can appreciate newcustabc1, there can be many factors involved in an installation of service depending on the amount of work required. Not all of this is possible to completed by ourselves or we require permissions from a third party such as a landlord or local authority. Particularly at this time of year given the festive downtime or reduced office ours of many councils, these permissions can take longer than usual to be obtained.

 

It may also require a specialist crew to complete the work, which again, at this time of year can be difficult to arrange due to availability. If Manekineko requires further support with this they can contact us here or call the Install Team on 0800 052 1734 for an update as to what is happening?

 

Rob


@Robert_P wrote:

As you can appreciate newcustabc1, there can be many factors involved in an installation of service depending on the amount of work required. Not all of this is possible to completed by ourselves or we require permissions from a third party such as a landlord or local authority. Particularly at this time of year given the festive downtime or reduced office ours of many councils, these permissions can take longer than usual to be obtained.


- if there is work that needs done before an appointment and it had not been done then you NEED TO TELL US. Then we don't need to take a day off of work waiting in for someone who is not going to bother showing up. This I just you treating your customers like trash.

- if someone raises a complaint, do not simply ignore it. You don't need a third party or permission from the council to write a letter or pick up a phone. Thisvis just you treating your customers like trash.

- If there is a lengthy process involving a third party then you should keep us informed, not just lie to us and give us fake installation dates to string us along. 

-if someone phones your customer services line, you should not just hang up the phone on them.

Please stop making excuses and start treating your customers with a tiny bit of respect.

Stop trying to shift the blame and deal with the absolute disgrace that Virgin Media are.

I get that you are just paid to try and defend Virgin Media and shift the blame , so I know there is nothing you can do.

Just stop with the nonsense though, it is insulting.