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robbyh2o's avatar
robbyh2o
Joining in
8 months ago

Engineer came to install but no external cable.

Seems an ongoing issue.

Been waiting several weeks already. Engineer came today to install our equipment, but went away because the external cable had not been done. Apparently its called a Pre-Install. Nothing can happen until this is done the engineer informed me.  Just went away and left me to it! As far as customer services are concerned is that the install has been completed, however, they just don't seem to grasp the actuality or how to resolve it. Their records say its been done. Spent 2 hours on the phone explaining the issue to multiple Virgin personnel, each time having to explain the problem from the start to each person. Told once that it was me that needed to talk to their contractor to get info.  Shocking! Cutoff twice! No further forward and no-one talking any sense. This isn't rocket science, just want service.

3 Replies

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  • Client62's avatar
    Client62
    Alessandro Volta
    8 months ago

    Are you speaking to the VM Pre-installation and delivery team on 0800 052 1734 ?

  • Cardiffman282's avatar
    Cardiffman282
    Wise owl
    8 months ago

    "Shocking! Cutoff twice! No further forward and no-one talking any sense. This isn't rocket science, just want service."

    Best of luck with all of this (and do try the team that has been suggested) but I do have to ask why you are shocked by your treatment to date. Did you not read the reviews of VM? 

  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum Team
    8 months ago

    Thanks for reaching out to us robbyh2o, and welcome back to our Community Forums!

    Sorry to hear of the issues relating to the completion of the external work for the property.

    Can you please confirm if our team have been able to confirm on the date the installation of all services is due to be completed, or if they have advised of any possibility of an escalation for the installation?

    Thanks

    David_Bn